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Dr A
Level 1

Not all clients receive invoices

I really could do with some help and advice. This problem never seems to go away. 


Not all my clients receive my invoices - they don't even go to spam folders. I have done all the checks recommended by QB and have also had an IT expert check my settings etc. I am at a loss. It is getting frustrating and I am considering just downloading all my invoices and sending via my own email platform - which is what I have to do to get paid by about half of my clients anyway. In the past I raised a Helpdesk ticket with QB and they said it was sorted. No - not at all. If none of my clients were receiving the invoices then it would be relatively straightforward but it's some of them and I believe them when they say it's going not going to spam. 


Any useful advice would be gratefully received. I really don't want to change from using QB as I have tried other software in the past and it wasn't as good despite this problem. 


Thanks, Anne 

QuickBooks Team

Not all clients receive invoices

Thank you for providing us with information, Dr A. 


Let me assist you with handling invoices that your clients have not received in QuickBooks Self-Employed (QBSE).


I understand that you've been struggling with a certain issue for some time now. I would be happy to guide you to the appropriate channel that can address your concerns promptly. We recognize the urgency of this matter and want to ensure that you can properly utilize QBSE to meet your needs.


Therefore, we suggest getting in touch with our Customer Care Team who can assign a representative to assist you with the process and check on your end. They can also investigate to see if the problem is related to compatibility issues between the program and the operating system. We would be glad to provide you with the necessary steps to get started:


  1. Sign in to your QuickBooks Online company.
  2. Choose Help (?).
  3. In QB Assistant, enter the topic you want to be help with. You can also enter questions.
  4. In Search, select Contact Us to connect with a live support agent.
  5. Choose a way to connect with us:
    • Start a chat with a support expert. Live chat all day, M-F.
    • Ask the community to get help from businesses like yours.
    • Call us. M-F, 8:00 AM to 10:00 PM and S-S, 8:00 AM to 6:00 PM.


You can also check this article for more details and be sure to review their support hours to know when agents are available.


Additionally, you can refer to this article to help you manage your invoices: Create invoices in QuickBooks Self-Employed.


In case you want to enter expense receipts in the future, here's an article you can check guidance: Record or attach expense receipts in QuickBooks Self-Employed.


Let me know if you have other questions about managing your invoices or any QBSE-related questions. I'll be here to provide you with the details you need. Have a great day!

Level 1

Not all clients receive invoices

Hi Anne 


I was wondering whether you have had any luck with resolving this, I am having the same issue and all of the steps recommended on other posts haven't made a difference. 


Many thanks


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