Fix undelivered invoices

Learn how to fix undelivered invoices in QuickBooks Online.

An email bounces or doesn't reach the person who got it if the email address is wrong or the email server is having a temporary problem. Make sure you associate the correct email address with each of your customer accounts. This is to make sure they receive their invoices and pay you on time.

Step 1: Check the status of the sent invoice

If you sent the invoice to multiple recipients, we can’t specify which one failed. This means if the invoice failed to deliver for 1 of 3 recipients, the status will say Delivery issue.

Here’s how to see when the invoice is undelivered to your customer.

1. Go to All apps , select Sales & Get Paid, then select Invoices (Take me there).
2. In the Status column, you’ll see if the invoice is undelivered or sent.
   Note: If you’re in the Invoices tab, you can select the Needs attention message from the Status ▼ dropdown to see those undelivered invoices.

Step 2: Have the customer check their junk and spam folders

If the customer’s email is correct and hasn’t received the invoice, ask them to check their junk or spam folders.

Step 3: Make sure your email address and the customer’s email address are correct

1. Go to All apps , select Customer Hub, then select Customers & leads (Take me there).
2. Select the customer who didn’t receive the invoice.
3. Select Edit.
4. Check the email address, edit it if needed.
5. Select Save if edited or close the window.
6. Go to Settings, then select Account and settings (Take me there).
7. Select Company.
8. In Customer contact info, go to Customer email.
9. Check the email address and edit it if needed.
10. Select Save.
11. Once you’ve made sure both email addresses are correct, resend the invoice.

Step 4: Next steps

If the invoice still isn’t sending, you may need to set up your server to accept QuickBooks Online mail server host names and IP addresses.

Related link

• Troubleshoot if customers aren't receiving emails from QuickBooks Online