Copy remittance advice no longer cc'ing email

Freckles888 · ‎April 12, 2021

It is not clear from current posts how to check your remittance advice settings. From what I have read, there is setting under gear icon -> Account and Settings->Sales->Messages where you have the option to tick or untick the box called "Email me a copy at [email address removed]". Mine is ticked, always has been.

For the past couple of months, I have been submitting remittance advice to suppliers, but I am no longer receiving a copy of the email and attached PDF remittance to my central email account [the box is ticked]. There is no where that I can see anywhere in Quickbooks how to check what has happened or changed - my concern is that if I am not receiving the email, how do I know my suppliers are receiving the email notification. Has Quickbooks changed something to cause a bug in the system? or if anyone can provide some advice, please let me know or if you are experiencing the same issue so I can determine what steps to take next. Thanks.

Giovann_G · ‎April 13, 2021

Hi, Freckles888.

Thanks for reaching out to the Community. I can share some tips on fixing the email issues.

Yes, you are in the right direction in setting up Carbon Copy notification. Let's ensure that CC copy is set both the Sales and Expenses.

Here's how to check in the Expenses setting:

1. Go to the Cog Wheel ⚙.

2. Click Accounts and Settings.

3. Select Expenses.

4. Under the area that says Messages, click the Pencil icon.

5. Check if the CC is ticked or try to re-type the email address.

6. Hit Save, then Done.

Then, resend it again to any dummy supplier email to test if it works. Also, you can check the Audit Log to check if the remittance advice is sent to the supplier.

Here's how:

1. Click the Cog Wheel ⚙.

2. Select Audit log under TOOLS.

3. This will show in the Event column as 'Emailed Bill Payment (Cheque No.)'.

If the issue persists, I suggest getting in touch with our Support team. They can pull up your account in a secure environment to check the root cause of it.

Check out the guides here if there's a need to add Intuit as a safe sender.

Add a comment below if you have further questions about setting up Carbon Copy email. We're open 24/7 to back you up.

View solution in original post

Giovann_G · ‎April 13, 2021

Hi, Freckles888.

Thanks for reaching out to the Community. I can share some tips on fixing the email issues.

Yes, you are in the right direction in setting up Carbon Copy notification. Let's ensure that CC copy is set both the Sales and Expenses.

Here's how to check in the Expenses setting:

1. Go to the Cog Wheel ⚙.

2. Click Accounts and Settings.

3. Select Expenses.

4. Under the area that says Messages, click the Pencil icon.

5. Check if the CC is ticked or try to re-type the email address.

6. Hit Save, then Done.

Then, resend it again to any dummy supplier email to test if it works. Also, you can check the Audit Log to check if the remittance advice is sent to the supplier.

Here's how:

1. Click the Cog Wheel ⚙.

2. Select Audit log under TOOLS.

3. This will show in the Event column as 'Emailed Bill Payment (Cheque No.)'.

If the issue persists, I suggest getting in touch with our Support team. They can pull up your account in a secure environment to check the root cause of it.

Check out the guides here if there's a need to add Intuit as a safe sender.

Add a comment below if you have further questions about setting up Carbon Copy email. We're open 24/7 to back you up.

Freckles888 · ‎April 13, 2021

Thank you the advice. The audit log is useful and seems to confirm emails are being sent. I have also taken note on the messaging template and will see if this resolves the issue.

On a separate note, it is worth mentioning that the current option to customise emails templates under "messaging" is not well designed to enable businesses to modify each specific email and preview them.

I realise you can amend the email at the point of sending it out but for template creations and standardisation it would be good to have a place where email templates and forms can be customised per business needs.

Incidentally there is no option for remittance emails. It would be good if the design here could be improved in the future so that is easier to template email communications with preview etc, similar to the customer forms layout, as the drop down option is all a bit clumsy.

John C · ‎April 13, 2021

Hi Freckles888 Thank you for your valued feedback and we'll certainly forward your comments to our developers for their consideration and we encourage you to leave feedback from within the product.

LHarris89 · ‎April 22, 2022

I'm having the same issue. They seemed to have stopped all of a sudden. Can't seem to find a way round. We still get cc'd into Sales Invoices however not working for the Expenses Remittances.

traidkm · ‎July 23, 2024

In your list of instructions above, I don't have a "Messages" area under Expenses:

1. Go to the Cog Wheel ⚙.

2. Click Accounts and Settings.

3. Select Expenses.

4. Under the area that says Messages [I don't have this. All I see is "Bills and expenses, show tags, set default payment terms" and "Purchase orders, your current version of quickbooks doesn't include purchase orders"]

Is there another way to solve this issue of "Copy remittance advice no longer cc'ing email"?

LouiseG · ‎July 24, 2024

I'll make sure that the Messages field under the Expenses tab will be visible, @traidkm. Let's perform some troubleshooting steps to help you isolate the issue.

The issue might be caused by a data problem with your browser. At times, the browser stores frequently accessed data, which can result in unusual behaviors in any online platforms, including QBO. Let's access your account using a private browser by following the keyboard shortcut keys below:

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

Once it works, return your regular browser and clear its cache to refresh the website's preferences. You can also use the different supported browsers as an alternative.

Feel free to revisit this forum if you have additional questions when performing different tasks with QuickBooks Online. We're always around to help.

traidkm · ‎July 24, 2024

Thanks for your prompt reply. I just cleared cache and cookies on both Chrome and Edge, then went to the Expenses tab and there is no change. No "Message" field shows. This is all I see:

Expenses

Bills and expenses
Show Tags field on expense and purchase forms - On
Default bill payment terms - Enter Text
Purchase orders
Your current version of QuickBooks doesn’t include purchase orders
- Upgrade to Plus if you also need purchase orders
Upgrade
Done

Archie_B · ‎July 24, 2024

I appreciate the effort in following those troubleshooting steps provided, traidkm. I recognize the importance of having this option in your current business workflow.

After reviewing the capabilities of the QuickBooks Online versions and replicating it on my end, it seems the "Message" field for Expenses in the Accounts and settings isn't available in some of the QuickBooks Online plans.

Thus, if the email message for your expense is crucial for your workflow, you might want to consider exploring the features offered in the higher version such as QuickBooks Online Plus and Advanced. This version includes the message field for expenses along with other functionalities.

To upgrade:

Log in to QuickBooks Online as a primary or company admin.
Go to the Gear icon and hit Subscriptions and billing.
Make sure your payment info is up to date.
In the QuickBooks Online section, select Upgrade your plan.
Review the available plans and then select Choose plan.
Complete the on-screen steps to upgrade your plan.

You can also explore third-party applications that can be integrated with QuickBooks Online. Some integrations offer functionalities for customizing expense emails, which might include a CC option. Here's a link as a reference: Apps help QuickBooks run better.

If you have any further questions about managing expenses, or setting up email notification for sales forms, don't hesitate to reach out. I'm here to assist.

traidkm · ‎July 24, 2024

Ok I'll explore those options if need be. Thanks for your help.

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Copy remittance advice no longer cc'ing email