Thank you for providing those details and making an effort to fix this issue, Larisa. I understand the significance of receiving accurate notifications for our transactions. I'll share some details and make sure your invoice delivery issue gets resolved.

Since you've already tried some of the troubleshooting steps like clearing the browser's cache and whitelisting Intuit emails, we can perform additional steps to isolate this problem. For the detailed steps for the two methods, feel free to see this article: Test your invoice delivery from QuickBooks Online.

If in any case your customer isn’t receiving the invoices your sending via QuickBooks Online after your successful tests, refer to this link on how to fix them: 3 solutions for when customers aren't receiving your emails.

If you need any additional assistance with sending invoices in QBO, please leave a comment below. I'm always available to assist. Stay safe, and enjoy the rest of your day, Larisa.

Hi Archie,

I have attempted all the fixes that you suggested - thank you! Unfortunately, nothing has worked!

Out of desperation, I contacted our hosting company VentraIP and they did some investigating and found that the issue is on Quickbooks side. It appears that Quicksbooks IP address has been blacklisted and as such it is being blocked. My hosting company have advised that Quickbooks will need to delist their IP from the blacklist before my issue will be resolved.

Please find below their response to me. Would appreciate some assistance in getting Quickbooks IT to attend to the blacklisting issue to get their IP delisted please as soon as possible please:

Hi there Larisa. 
 
Thanks for your reply. 
 
Unfortunately it looks like one or most of their sending nodes are listed on a spam providers blacklist called Spamcop. 
 
This is getting rejected by SpamAssassin which gets filtered before any filters are applied. 
 
As such whitelisting their sending domains does not actually help the cause. 
 
You would, unfortunately, have to contact Quickbooks and then ask them to delist their IP from the blacklist 
 
If you provide the URL to their support: 
 
ADDRESS PROVIDED IN THE ATTACHMENT
 
They should be able to follow the steps to delist the IP. Unfortunately due to the way that this is being filtered, we cant actually ignore this list or whitelist specific IP's. 
 
Once that's been delisted, your issue should be resolved. 
 
Let us know if you have any questions or concerns. 
 
Regards, 
 

Archie, on further investigation it appears that QBO have had this blacklist issue with their IP address in the past - see thread 

Intuit IPs found in Spamcop blocking list preventing vendors from sending invoices

What is worrying is that it takes your IT dept months (one person said over 6 months) to get this rectified. I hope that information is not correct and your IT dept can simply follow the steps that my host provider has given and solve this issue. 

Hi Team,

Been a week and still no resolution to my delivery issue problem, can anyone help with a solution?

Checked spamcop and the IP address is still appearing, in fact it is continually refreshing to add more and more time for it to be blocked. Surely Quickbooks is not using a shared IP with spammers? And surely for such a big organisation their IT dept should be able to update their IP address quite quickly? I could not be the only person using cpanel for my hosting that this is affecting?

Help would be greatly appreciated. Never had this issue with my previous accounting package provider

I can see the inconvenience you've been experiencing with your delivery issue for a week now, Larisa.

Please know that we have an ongoing investigation about the delivery issue when sending invoices. This means other users are affected as well. Rest assured that our product engineering team is actively investigating to find a permanent fix. 

Meanwhile, please reach out to our Phone Support Team to ensure you're added to the list of affected users. This way, you'll receive email notifications with any updates. Here’s how to contact them:

1. Open your QuickBooks Online account.
2. Go to the Help icon in the top right-hand corner.
3. Select Search, then enter your question in the box and hit Contact Us.
4. Choose a way to connect with us:

• Start a chat with a support expert. Live chat M-F, 8:00 AM to 10:00 PM and S-S, 8:00 AM to 8:00 PM, AEDT.
• Ask the community to get help from businesses like yours.
• Call us. M-F, 8:30 AM to 6:30 PM, AEDT.

Once everything's fixed and you're able to send your invoices, learn how to record customer payments in QuickBooks.

We appreciate your patience regarding this matter. Let me know in the comments below if you have more questions about your invoices or other concerns in QuickBooks, Larisa. I'd be glad to help.

We have been having the same issue since last week. We have also tried all the troubleshooting steps given to us by the QB helpline but without success. Our IT department have looked at it and have come back to us with the same information as Larisa's hosting company i.e. QuickBooks will need to get their IP delisted from the Spamcop blacklist before the issue can me resolved. 

We're also hoping this isn't going to take much longer for QuickBooks to resolve.

Hi Sunnysue,

Thanks for reaching out. It was a relief to know that I was not the only one experiencing this issue, as I felt it would only be resolved if more users experienced it.

The good news is, I checked spamcop.net today and it was the first time in the last 10 days that the QBO IP address was not showing as blacklisted. YAY! So I went ahead and resent my test invoice and finally the invoice got through. 

Hopefully the blacklisting issue has been fixed permanently and this not just a temp fix till the IP gets back onto the blacklist.

All the best, reach out and let me know how you went.

thanks

Hi Larisa

Thank you so much for coming back to me. It's good to feel you're not alone when you're having a problem.

I've resent my test invoice and it got through successfully so hopefully the problem has been permanently resolved (fingers crossed). I wouldn't have known this had been fixed without your message as I've not heard anything back from QBO helpline.

Best wishes to you and let's hope we have a problem free experience with QBO going forward.