receipts forwarding not working for verified email

Hello there, Chris.

First, let's make sure you're using a registered email for it work. Then, make sure it was set up correctly. 

Lastly, if it's still not working, I suggest getting in touch with our customer care support to have your receipt forwarding feature set up checked. Here's how:

1. Open this link: https://help.quickbooks.intuit.com/en_GB/contact?.
2. Choose QuickBooks Self-Employed.
3. Fill in the fields, then click Ask Your Question.

An agent will reply to you within 1 business day.

Of course, you can always post in the Community if you have other concerns. 

thankyou,

I've double and tripple checked my settings and email verification. its all set up correctly but still not working. So I have contacted customer services as you suggested, hopefully they will be able to help. 

I have the same exact problem. It is almost like I wrote your message! They can’t figure it out. They have reset me twice and I get the same message. This really sucks. Did they ever figure it out fo you?

This is what our engineers are working on, Simikian.

They’re currently investigating the root cause of this issue and are trying their best to fix it as soon as possible.

If you haven’t, you can reach out to our support team to add yourself to the list of affected users. By doing so, you’ll be able to get email notifications once there are updates about the issue.

Here’s how you can reach out to them:

1. In your QBSE, click Help the top.
2. Select Contact us at the bottom.
3. Enter your concern about the receipt forwarding.
4. Click Continue.
5. Select either Start a chat or Get a callback.    
   
   

Drop a post again if there’s anything else you need.

I have the same issue.

Hi there, @pembosmith.

It needs to reset the receipt forwarding feature to fix the issue and only our support team has the tools to process the resetting. And I'd like to redirect you to them.

Since it requires your account information, I suggest contacting our QuickBooks Support Team. This way, they can check on your account in a secure environment and help you reset the receipt forwarding feature.

To reach them, you can follow the detailed steps provided by my colleague MikiD above.

You might want to read this article to learn how to export your receipts in bulk.

Please know that you can always get back to this post if you have any other questions. We're always here to help.

I messaged the support centre and had a reply almost immediately. What a great service. 

I have the same problem but Intuit support has been really poor. They've had the problem for weeks and are passing it around but have failed to resolve it. Pretty poor and very annoying.

Hello there, mikeotaylor. I appreciate you for getting in touch about this.

I see can the importance of using the receipts forwarding to work for a verified email in QuickBooks Self-Employed. And, I see you've been with our support team, and I wouldn't like you to experience that way. 

Since you're still experiencing this problem, it would be best to contact our specialist. This needs to perform some investigation using their tools in a secure environment. You can utilise the Assistant from the top bar to get another specialist and work you with the issue.

For additional details, check this article: Forward receipt images to QuickBooks Self-Employed. 

If you need anything else, comment below. I'm here whenever you need help. Stay safe always.

Has this issue been resolved yet? I also reached out to the support team to get some assistance with my receipt forwarding feature not working either. Like the original poster, I had been using receipt forwarding up until I had changed and verified the email associated with my account, now ever since the forwarding feature no longer works.

Unfortunately the response from the Quickbooks team wasn't helpful at all, and no information was given to provide me with a solution, rather they closed my case. ( As seen below)

"Thank you for requesting updates on QBSE (US/CA) - Unable to forward receipts. After a, thorough evaluation our engineers have been unable to reproduce the report behavior. As a result, we’ve closed the current investigation. If new information surfaces we may re-open this investigation. We appreciate your understanding.

There will be no further updates on this issue."

It appears this has been an ongoing issue for years now and it's quite surprising that the internal team has not solved this yet.

Good day, @chantalde.

Thank you for joining the thread and sharing an update about your case. 

As of the moment, all of the related cases with regards to receipt forwarding have been closed. 

​​​​​​​Since you're still experiencing the same issue, I'd recommend running some basic troubleshooting steps to fix it. Sometimes local internet cache files stored in the system can cause unexpected behavior in the product. This can be the reason why you're unable to use the receipt forwarding feature.

To start, access your account in a private window. It is also known as InPrivate in Internet Explorer and Incognito mode in Google Chrome. This doesn't record the browsing activity on your local device. You can access this by pressing the following keys:

• Press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

If you're able to use it again, then let's clear the cache in your web browser or try using a different supported browser. This could be a temporary issue with QuickBooks and the current browser that you use.

If the issue persists, reach out to our QuickBooks Phone Support. They have the available tools that could reset this feature and fix it. Here's how:

1. Click the Assistant icon and type in "Talk to a human", then press Enter.
2. Enter the same keyword (Talk to a human) when prompted. 
3. Click I still need a human.
4. Choose between Message an agent and Get a callback.

Please check out our support hours to ensure that we address your concerns on time.

Also, our Help articles might have something that can help you with your other QuickBooks concerns, too. Just make sure that the topic is set as "QuickBooks Self-Employed" to browse for related posts.

The Community always has your back, so please let me know if you have any other questions. I'll be more than happy to help. Keep safe. 

It was eventually fixed when they finally escalated it, which took perseverance from me, and patience with being told to visit the knowledge base, reset etc.

I have the exact same issue, which happened for the same reason. What is frustrating is that no one on "support" or in the "community" seemed to be in the loop, despite the bug being reported for more than two years. 

Hey, ReymondO. I followed your advice and contacted an agent. They simply said "this will definitely be fixed" and closed the chat. No timeline, no accountability. Pretty terrible service.

I'm new customer and I have the same problem, I my case nothing happens at all. My address is verified double checked.

Hello SKT252525, thanks for commenting on this thread, do you get and errors or anything show up at all when you try and do receipt forwarding?