3 solutions for when customers aren't receiving your emails

Note: This article is for customers using QuickBooks Online (Advanced, Essentials, Plus, and Simple Start) and QuickBooks Sole Trader.

Are your customers not receiving your sales forms, or reports via email? Here are three possible reasons why, and how you can fix the problem.

Solution 1: Reset your email address

If you recently imported QuickBooks Desktop data into a QuickBooks Online company, you may need to reset your email address. Note: The import desktop data feature is only available for QuickBooks Online, not QuickBooks Sole Trader.

1. Sign in to your QuickBooks Online account.
2. Go to Settings and select Account and settings.
3. Go to the Company section, then select Edit ✎ in Contact info.
4. Review each email address and make changes as needed.
5. Select Save, then Done.

Solution 2: Clear and re-enter your email address

If solution 1 doesn't apply, ask your customers to check their junk mail and spam folders. If the email is still not found, clear it and then re-enter your email address.

1. Go to Settings and select Account and settings.
2. Go to the Company section, then select Edit ✎ in Contact info.
3. 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).
4. Select Save, then Done.
5. Send yourself a test transaction.
6. 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).

Solution 3: Configure server to accept QuickBooks mail server host names and IP addresses

If the first two solutions don't work, ask an IT expert to help you with the following solution. The IT expert needs to add the QuickBooks mail server host names and IP addresses to your outgoing mail servers allowlist. This is so your QuickBooks emails aren't mistakenly marked as spam.

The steps to add the host names and IP addresses depend on your email setup. Below is a list of Host Names and IP addresses your IT expert needs to add to your allowlist.

If you need to specify a subnet mask, you can use 255.255.255.255

Now your customers can receive your emails from QuickBooks.