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Level 1

Purchase order emails

I am currently having serious issues purchase order emails that the supplier says they have not received, yet we also copy the same PO at the same time to ourselves (and we receive it).
We send this supplier many Po's per day and it is only one or two (per month) that they say they do not receive (despite us receiving our copy).
It happens with PO's that involve the same drop ship customer (we tested today and they did not receive it three times yet we did).
We can forward the email PO from our account to them and they receive it fine.
We know QB's is sending it out (as we receive it)

We know that the supplier receives all other email PO's

The supplier is blaming QB's and says its not on their email server , its not in any junk or spam folder.
It causes us major issues as we assume it has been received and sent out and only when our customer calls to say they haven't received the good s do we determine that the supplier hasn't received it?
Any suggestions as to the cause?


5 Comments 5
QuickBooks Team

Purchase order emails

Let me help ensure your supplier can receive the purchase orders, @printfew.


To begin, let's review the email address entered in the purchase orders before resending it to your suppliers. To do this, simply open the transaction, check and make the necessary changes if needed. 


For more info, you may utilize this article: Create and send purchase orders in QuickBooks Online. 


If the issue persists after making sure that it's the correct email address, I recommend contacting our support team. This way, they can further investigate the root cause of your issue and find a fix. 


Here's how:


  1. Sign in to your QuickBooks Online company.
  2. Click Help (?).
  3. In QB Assistant, enter the topic you need help with.
  4. Choose Contact Us to connect with a live support agent.
  5. Select 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, or Call us. M-F, 8:30 AM to 6:30 PM, AEDT.


Additionally, you'll want to add an accepted purchase order to a transaction for your supplier. For detailed info, please refer to this link: Add purchase orders to expenses, bills, or cheques in QuickBooks Online.


Feel free to leave a comment below if you have other questions about managing sent purchase orders. I'll be around to help you. Keep safe and have a pleasant day!

Level 1

Purchase order emails

I am having the same issue. I called in and spoke with a QB rep and basically just said to verify my email addresses. I have done all that. I think there is some issues within quickbooks on the email end. 

QuickBooks Team

Purchase order emails

I appreciate you joining the thread, @Agplus. I'd be delighted to share some insights and provide additional steps to help you get around this issue you’ve encountered when sending Purchase Order emails in QuickBooks Online. 


First, an issue like this when you’re unable to receive emails occurs when we encounter a browser-related issue. We can fix this by running some basic troubleshooting steps.


I suggest performing the steps through a private window. It's the best place to check for browser-related issues while working with QuickBooks. To save you time, use either of these keyboard shortcuts:

  • Google Chrome: Ctrl + Shift + N
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P


If it works fine, you can go back to your original browser and clear its cache to start fresh. You can also use another supported and up-to-date browser to narrow down the results.


If the issue persists, here are some possible reasons why your suppliers didn’t receive those emails, and I’ll be glad to provide solutions to fix this. 


You may need to reset your email address if you recently imported data into a QBO company. Here’s how: 


  1. Go to Settings ⚙.
  2. Under Your Company, select Account and settings.
  3. Select Company, then click the edit icon in the Contact info section.
  4. Review each email address and make changes as needed.
  5. Select Save, then Done.


Just in case solution 1 doesn’t apply, I’d recommend following solutions 2 and 3 in this article here: 3 solutions for you when customers aren't receiving your emails.


Get back to me here if you have further questions about sending emails in QBO. I'd be more than happy to answer it for you. Have a nice day.

Not applicable

Purchase order emails

We have the same issue. We send 50 PO's to the same vender every month, yet they don't receive 2 or 3 of them. Quickbooks online support is the worst I've ever experienced.

QuickBooks Team

Purchase order emails

I appreciate you for joining us here in the thread, @Anonymous. I've got your back, and I'll ensure your customers are able to receive your purchase orders in QuickBooks Online (QBO)


Before we proceed with the resolution, May I ask if you've already tried performing the recommendations given by my colleagues in this thread? If you did and still the issue persists, you can consider the other two known solutions to get through this and let your customer receive all the purchase orders you've sent to them. I'll input the steps below so  you can proceed.


You'll want to ask your customers to check their junk mail and spam folders. If not found, you can consider clearing and re-entering your email address. To begin, here's how:


  1. Go to the Gear icon.
  2. Under Your Company, select Account and settings
  3. Select Company, then select the edit icon in the Contact info section.
  4. Clear the Company email field and enter the desired address as is, even if it appears correct. (Note: Be sure not to use any extra characters or spaces before, within, or after the address you enter).
  5. Select Save, then Done.
  6. Send yourself a test transaction.
  7. If you still don't receive the email, try using a different email address that has a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead).


Another suggested fix is to configure your server to accept QuickBooks Online mail server host names and IP addresses. Visit this article for more information: Solution 3: Configure server to accept QuickBooks Online mail server host names and IP addresses.


Additionally, I've got you this article in case you'd like run a purchase order report in QBO: How to run purchase order reports.


You can also check this page to learn about adding purchase orders to expenses, bills and more in QBO: Add purchase orders to expenses, bills, or cheques in QuickBooks Online.


Should you need further help managing your purchase orders in QuickBooks? Or do you need assistance performing specific tasks in QuickBooks? Know that you can always get back to me anytime. I'll be more than happy to help you once again. Take care, and have a great weekend!