What to do if invited users did not receive your email invitation in QuickBooks Online

Learn what to do if invited users did not receive, or can't find, your email invitation to use QuickBooks Online.

Have you invited a user, but they didn't receive their invitation or their invitation is missing? If so, we'll help you find out what's happening and resend the invitation.

Why aren't my invited users receiving their email invitations?

• The invitation might be in their junk or spam folder.
• The company’s email address is formatted wrong in the Company tab under Account and settings.
• The recipient’s mail servers might be blocking the email from landing in their inbox.
• The invitation may have expired. Email invites expire 30 days after they’re sent.

Resend an invitation email

Step 1: Check if your email address is correct

1. Go to Settings and select Account and settings.
2. Select the Company tab.
3. In the Contact info section, select Edit ✎ in the Customer email row.
4. Check to confirm that the company email address looks correct. If it doesn’t, carefully re-enter it. Don’t use any extra characters or leave blank spaces before, within, or after the address.
5. Select Save, then Done.

Step 2: Make sure the email recipient has an Intuit Account

If the user you’re inviting doesn’t already have an Intuit account, they should create an account with their desired email address. Having an Intuit account may help prevent the invite email from getting flagged as spam.

Step 3: Resend the user invite

1. Go to Settings ⚙.
2. Select Manage users.
3. Find the user you need to invite again.
4. Select Resend invite from the Action column.

Note: If you don't see the option to resend and the status shows Active, it means the user has accepted your invitation to join your company and has already set up a login. They can sign in to qbo.intuit.com and start working on your QuickBooks company.

Invite email statuses and status actions

After inviting a new user to your account, you’ll have the option to view the status of their invite email. This lets you know if it’s necessary to keep waiting or follow up with more appropriate actions based on their status. See the following invite email statuses and actions available to you based on each status.

Statuses

• Active - The invitee has accepted the invitation and now has access to QuickBooks Online or Intuit Enterprise Suite.
• Invite sent - The invitation has been successfully delivered to the intended recipient’s inbox. 
• Invite opened - The recipient has opened or viewed the invitation.
• Invite not delivered - The system was unable to deliver the invitation to the recipient due to issues such as an invalid email address, a full inbox, bounce-back errors, or other technical delivery failures.
• Invite expired - The invitation is no longer valid because it has passed the designated 30 day expiration date or time limit without the recipient taking the required action.

Actions available per status

• Edit - Active, Invite sent, Invite opened
• Resend invite - Invite expired
• Review - Invite not delivered

Note: If the email address is wrong, the invite email won't go to the person you want to invite. It'll be marked as Invite not delivered. Find the Review action to change the recipients’ email address, then select Resend invite.

Add Intuit’s email server hostnames and IP addresses to the allowlist

If they still don't receive your email invitation, it's possible that their mail servers block emails from Intuit or tag them as spam.

You can ask them to add the following QuickBooks Onlineemail server hostnames and IP addresses to their email providers allowlist so their invitations won't get recognised as spam.