Customers are not receiving my invoices sent via email through QuickBooks

Hello there, steve.

Here are some reasons why your customers not be receiving invoices sent via email in QuickBooks Online (QBO) and how you can fix the problem:

To begin, clear and re-enter your email address, and make sure not to use any extra characters or spaces before, within, or after the address you enter. To achieve this, you can follow the steps below:

1. Sign in to your QBO account.
2. On the upper right-hand corner of the page, click the Gear icon and then select Account and settings.
3. Go to the Company section, then select Edit in Contact info.
4. Clear the Company email field and enter the desired address as is, even if it appears correct.
5. Select Save, then Done.
6. Send yourself a test transaction.
7. If your customer still don't receive the email, use 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).

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

Below is a list of Host Names and IP addresses your IT expert needs to add to your allowlist.
 

• Server Hostname
• IP Address

If you have further concerns about managing your invoices in QBO, feel free to come back here in the Community. We're here to assist you 24/7.

I'm experiencing the same issue where some of our invoice emails (especially those ending .ni.sch.uk) are not being received by certain customers. In the invoice activity log, I can see the emails have been marked as "Sent," but not as "Viewed." I've contacted the customers directly, and they've confirmed they have not received the emails. For other invoices that are being delivered I can see them marked as "Viewed," when customers receive and open them.

I’ve already tried removing and re-entering our company email in the settings, but that hasn’t made a difference.

I have a question regarding allowlisting IPs and hostnames: since QuickBooks sends emails from [email address removed], I’m unclear on how adding IPs and hostnames to our domain would affect delivery. Would switching to send invoices via our own domain, and then allowlisting those IPs and hostnames on our side, make any difference?

From what I understand, the issue lies with the customer’s mail server potentially rejecting the emails. Should we instead be asking our customers—especially those with .ni.sch.uk domains—to add QuickBooks’ IPs and hostnames to their allowlist?

Thank you for sharing those details, Trufflepig, and for your patience in troubleshooting, Trufflepig. To improve email delivery success, I suggest configuring the mail servers for both your company and your customers with the recommended IP addresses and hostnames. I'll provide more details on this below.

For your security and privacy, we have removed the email address you shared.

Regarding the first concern, using your domain to send invoices and adding IP addresses and hostnames to the whitelist can enhance email deliverability. However, this option is only available through Gmail. This approach gives the emails greater credibility and reduces the likelihood of them being flagged as spam.

Regarding the second concern, since the delivery issues mainly involve recipients with .ni.sch.uk domains, their servers might be blocking the emails. I suggest asking these customers to add QuickBooks IP addresses and hostnames to their allow list, which could help prevent the emails from being flagged by spam filters.

That said, the next step is to collaborate with an IT professional. They can assess the setup to ensure it's correctly configured to align with your business needs.

As a temporary solution, consider downloading the invoices and sending them manually outside of QuickBooks.

Additionally, you can send statements to show customers summaries of their invoices, payments, credits, and balances.

If you have more questions about managing your invoices in QuickBooks, Trufflepig, please revisit this thread. We're here and ready to assist you in any way possible.

Thanks for getting back to me — I just wanted to clarify a few points.

At the moment, we're sending out invoices from a QuickBooks email address. In that case, would adding IPs and hostnames to our own domain’s allowlist have any effect? My understanding is that this is something our customers would need to do on their end to ensure delivery, rather than us (unless we send out invoices from our own email/domain).

Also, can you confirm whether it’s possible to switch to sending invoices from our own email/domain instead of the QuickBooks address? If so, are there any limitations or restrictions associated with doing this? I recall reading something about certain constraints when using a custom domain for sending invoices, but I haven’t been able to find the article again.

Lastly, if we do switch to using our own domain for outgoing invoices, should we be setting up SPF/DKIM/DMARC records, and possibly ask our customers to do the same? Or would adding the relevant IPs and hostnames to their allowlist be sufficient?

Thanks again for your help — I really appreciate your guidance on this.

Allow me to join in this discussion to provide clarification regarding sending invoices using your domain or address in QuickBooks Online, Trufflepig.

Let me clarify things about adding the IPs and hostnames to the server. It is important to note that you'll need to configure your server with the help of an IT expert to add the QuickBooks mail server hostnames and IP addresses. This way, your QuickBooks emails aren't mistakenly marked as spam.

In response to your concern about sending invoices using your domain or email address, I'd like to clarify that this feature is currently limited to Gmail addresses only. Additionally, including QuickBooks hostnames and IP addresses can improve invoice processing. You do not need to set up SPF, DKIM, or DMARC.

You can easily connect your Gmail address to QuickBooks Online (QBO) by following the steps outlined in the article: Send an Invoice from Your Gmail Address in QuickBooks.

Additionally, you might want to send a sample invoice to your other email address using Gmail to observe how an invoice appears when received from a Gmail account.

In addition, you can refer to this article as your reference for receiving payments after sending out your invoices in QuickBooks Online: Record invoice payments in QuickBooks.

I'll keep this thread open if you have other concerns or questions regarding sending invoices outside QBO. The Community has your back always!

Sorry, would you mind helping me understand this a little better?

• We cannot send invoices out using our own domain/email?
• We can only send invoices out from Quickbooks email or our own Gmail email address?
• Why would adding the Quickbooks IP's and hostnames to our server matter if the emails are going out from QB's email address?
• Should we not be asking our customers to add Quickbooks IP's and hostnames to their mailservers to prevent the emails from being blocked or marked as spam?

With regards sending invoices out through a Gmail email, we would prefer not to do this.

Thanks,
Martin

Absolutely, I’d be glad to clarify a few points regarding the allowed domains and addresses when sending out invoices, @Trufflepig.

Currently, QuickBooks Online (QBO) does not support sending invoices directly from your own email domain (e.g.,billing@yourcompany.com). This is mainly for security reasons and to ensure proper email delivery.

As such, invoices can only be sent using a QuickBooks email address or your Gmail address. QuickBooks does this to ensure that all invoices comply with industry standards for email authentication and deliverability, which is most effective when sent through their system.

In response to your question about adding QuickBooks' IP addresses and hostnames, there's no need for you to add them to your server. Instead, your customers need to do so on their mail servers. Many recipient mail servers have strict filtering rules, and whitelisting these IPs helps ensure that emails from QuickBooks are not mistakenly flagged as spam.

As a workaround, you can download the invoices and send them manually outside of QuickBooks.

Once your customers pay their invoices, let's record it using the Receive payment feature in QuickBooks. This ensures the invoice is marked as paid.

Please let me know if you have further questions about your invoices, including customizing default emails or recording payments in QuickBooks. We, in the Community, are always here to help!

hi

Hi Naomi

We want to extend an extra hand to help in sending your invoices in QuickBooks Online (QBO), Naomi.

If you are encountering the same problem where customers are not receiving your sales forms via email, we have a couple of solutions to help you fix the issue. We can clear and then re-enter your email address. Let me guide you on how: 

1. Go to the Gear icon and choose Account and Settings.
2. From the Company section, select Edit in Contact info.
3. Clear the Company email field and enter the desired address as is, even if it appears correct. Let's ensure not to use any extra characters or spaces before, within, or after the address you enter.
4. Tap Save, then Done.
5. Send yourself a test transaction. 
6. If you still don't receive the email, try using a different email address with a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead). 

If the first two solutions don't work, you can check out this article and follow solution 3 for another option to help resolve the issue: 3 solutions for you when customers aren't receiving your emails.

If the issue persists, we have alternative ways to send the invoices to your customers. Among these are:

• You can save your form as a PDF and send it via email through your business or another email address.
• (For invoices or estimates only) You can send your customer a link to their invoice or estimate through SMS or messenger service. Click on "save and share link" then select "copy link" and paste it into your SMS or messenger service.
• If you have a Gmail or G-suite email account, you can use the Send with Gmail feature to send QBO forms from your address, following the steps in Use your Gmail address to send invoices.
• You can save your document as a PDF, print it, and send your customer their forms via mail.

Additionally, we've added this article to guide you with entering invoice payments in the program: Record invoice payments in QuickBooks.

We are one reply away if you have further questions about sending invoices or any QuickBooks-related concerns. If you are referring to something else, please revisit this thread. We're always here to assist you in achieving your financial goals, Naomi.