My emailed invoices are not being received by my customers

I even sent a blank invoice to my own email and nothing 🤷

Let's perform some troubleshooting steps for your customers received 

the invoices, userpete-coates.

I appreciate you for performing some solutions to get this sorted out. We may ask your customers to check their junk mail and spam folders. If the email is still not found, let's try clearing re-entering your email address to refresh it in QuickBooks Online (QBO). Here's how:

1. Click the Gear icon on the top menu.
2. Under Your Company, select Account and Settings.
3. In the Contact info section, tap Email.
4. Clear the Company email field and enter the desired address, even if it appears correct as is. Let's make sure not to use any extra characters or spaces before, within, or after the address you enter. 
5. Press Save and then Done.

Then, try sending yourself a test transaction again. 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.

If the same thing happens, we may need to configure the server to accept QuickBooks Online mail server hostnames and IP addresses. Just follow Solution 3 in the 3 solutions for when customers aren't receiving your email article. You can also contact your IT expert to have the QBO mail server hostnames and IP addresses are added to your outgoing mail servers.

Feel free to visit our Sales transactions page for more insights about adding and managing customer invoices, sales receipts, and other sales forms.

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.

I am also having a similar problem over the last few weeks where a handful of customer invoices appear in quickbooks as not sent - the e mail addresses are vaild and it only applies to a handful of invoices. 

This is clearly a QB issue not the incoming server as the sugested solution implies 

I am having the same issue where some emails are bouncing back to me. It is very random and some are email addresses that have previously delivered okay.

Please advise QB

Let's perform some troubleshooting steps to send the emails successfully in QuickBooks Self-Employed (QBSE), davidbeeney. 

When an email is sent from your QuickBooks company, the email goes out from our server. As your recipient receives it, it will look like it came from your email provider (ex. @Yahoo.com, @gmail.com). When the email bounces, the recipient's email service sends a failure or delivery error notification to your email service. If the delivery failure error is sent to us by your email service provider, a notification is added to the transaction stating the email delivery failed.

To resolve this one, just Reset your email address. Then, ask your customers to check their junk mail and spam folders. If the email is still not found, clear and then re-enter your email address. Then, try sending yourself a test transaction again. 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.

If the same thing happens, we may need to configure the server to accept QuickBooks mail server hostnames and IP addresses. Just follow the troubleshooting solution in Step 3 in this article: 3 solutions for when customers aren't receiving your email. Thought the article is for QuickBooks Online, it still works for QBSE version. We can also contact your IT expert to have the QuickBooks mail server hostnames and IP addresses are added to your outgoing mail servers.

Feel free to visit our Transactions page for more insights about managing invoices, payments and transactions.

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always. 

HI

Having managed to actually speak to QB they admitted that the problem of random invoices showing as not delivered is caused by QB being blacklisted by some servers. They are aware of the problem - and have been since at least Feb 22 when we first reported. 

Apparently the timeframe to fix is by 6th June !!

I have little confidence they will actually meet this given its been 3 months already.

The numbers aren't huge but that's not the point. 

QB should be giving this much more priority. 

Our software guy says QB have a poor reputation with serviers - they are considered as spam - only they can clean up their problem. 

Hi cwright, thanks for updating this thread - our payments invoice experience engineers have confirmed that the fix is in the process of being implemented with a target release in product at the end of May (around 23/05) or the beginning of June (around 06/06). We appreciate this may be longer than expected but we are working to resolve ASAP and we thank you for your continued patience in the meantime :folded_hands:

I am having the exact same issues. Have reported in the same timeframe and its unbelievable it still isn't resolved. I am continually referred to the chat function which is no use and will not supply contact details for customer service manager. I want a refund for the 3 months this service hasn't been operating to standard. So time consuming having to download invoices and send outwith quickbooks. 

Suzanne

Totally agree - QB like to push everyone to various re set this/that - they have known about this issue for at least 3 months

Talking to someone is far too difficult and actually getting any kind of compensation for the time they waste appears impossible.

i also fail to understand why it should take them nearly 4 months to resolve  - assuming they actually do so by 6/6/22. I have my doubts. 

its not that there is a poor customer service - its almost non existent at times 

absolutely

xero and sage are looking like good options right now ! 

Hi Suzanne1 We sincerely appreciate your frustrations in regards to this issue and the length of time it's taking to resolve, however we can assure you that our engineers are working towards a resolution. We also apologise for any inconvenience that this maybe causing you and the impact on your business. You can use the enclosed link to submit a refund request.https://quickbooks.intuit.com/learn-support/en-uk/intuit-refunds/request-a-refund-for-your-quickbook...

John thanks for the reply 

I have tried reaching out on social media direct message and still cannot speak to anyone and am directed to your chat service which is of zero use. 

Todays email response is this has been escalated to our Invoice Engineering Team which after 3 months is just not acceptable. 

Hello Suzanne1, We've been in contact with the engineering team dealing with this investigation and we can confirm a fix is due to be implemented very soon in the product. They advised the fix is in the process of being implemented with a target for release in product at end of May (around 23/05) or by the  beginning of June (around 06/06). You can always reach out to our social media support.  In some cases they may ask you to reach out to the chat team as they have the option of screensharing with you which is not possible in our social media support.

John

I see there is a link (not offered to me on any previous posts on this issue) to claim a refund on subscriptions.

In true QB style you expect us to spend yet more time in applying online for something that really a customer service adviser should deal with - you know the case and the account - why do we need to complete a form and wait?

Having clicked the link i se that if the subscription is though your accountant/book keeper you want them to apply.

Suggestion - how about QB simply request bank details of those affected and make a compensation payment for all the extra time taken in manually sending out invoices and having to try to actually get the problem looked at by QB - that would be a new approach !

Hello Cwright, The refund process was changed so that the customer has the chance to see full progress and add in their own reasons for a refund. This is now all dealt with by one team so there are no wait times for approval which in the past there have been. We do see what you are saying, regarding a company refunding you it is generally the case you get asked for additional information. We can certainly pass on your feedback.

Just an update

I have checked but despite your target date of 23/5 the issue remains 4 days later. 

So this saga goes on - is it too much to expect that someone at QB will actually advise when the issue that has lasted nearly 4 months now is actually fixed??? 

Or are we as customers expected to work it out for ourselves?

Re obtaining the refund - you'll forgive me if I have zero confidence that passing on the feedback (that refunds cannot be obtained if you are using the accountants access) will make anything happen -

QB should not only be refunding the payments made for the "service" but compensating for all the additional time it is taking customers in having to deal with the QB issues....

Same problem for several months.  This is starting to upset clients as i resend several times then they get it and are annoyed!  Any solution in sight for this?

Hi

It does appear that the issue should now be fixed - I have just tested our e mails and they appear to be working for the moment - You would have thought QB would have advised. 

Hopefully its also resolved for your invoices 

not me yet!  but i am currently chatting online with them :)  Thanks for your help!

I spoke too soon - Despite assurances this would be fixed by 6th June it is still recurring - yet more time wasted in sending out manually invoices - QB WHEN ARE YOU EVER GOING TO FIX THIS - AND COMPENSATE ITS BEEN 4 MONTHS SO FAR!!!!!

TOTALLY UNACCEPTABLE 

100% agree - i have never experienced such bad customer service and lack of resolution of a major technical problem in all my life ! 

Emails from QBO was working fine for our company until yesterday when it suddenly stopped working for no apparent reason.

It has worked fine for years now all of a sudden it doesnt. Customers are not receiving invoices and we dont get a copy to our own email address either.

This is a major problem for us as we have automatically recurring invoices and have no way of knowing if they have been sent.

We have spoken to customer service and they were not aware of any issue with it but have escalated to the engineering team. I dont know how we are going to be able to work without this functionality.

Chris

its laughable that customer services say they are unware of any problem. They ought to be.

It sounds like the same issue as we have been having for much of the last 4 months. Because QB have a poor reputation as senders of spam a number of servers are blacklisting.

This doesn't affect all e mail servers only some. QB had advised earlier in this thread it would be fixed by 6th June - it has not been.

QB have not responded since then to this thread - presumably they are just clueless as to when this will get fixed.. or maybe just clueless..

Our workaround was to use a different domain for the company details in QB - a gmail e mail account for example - the invoices will then hopefully come to you so you have a record - otherwise they will show as undelivered. 

it may be that your customers are receiving invoices - the undelivered can apply to just your e mail not theirs. 

If any customers are also blacklisting QB then the only option is to manually e mail them out. 

I hope this assists you in understanding the issue and a possible workaround - meanwhile the frustration on the complete lack of any customer service and refund/compensation is disgraceful.

Eventually people will vote with their feet and go elsewhere 

Thanks I have done a few more checks.

When I originally tested I used the same domain for the test email as the one we receive copies on. I have now tested sending to my personal gmail account and I received it with no problem but still no copy to the company domain.

I think the issue may be that because of the volume of spoofed emails sent purporting to be from the notification.intuit.com domain that domain is being blocked at a higher level on servers.

I have tried whitelisting the domain in the spam filters on our server but it still doesn't get through.

I also checked the domain for intuit for blacklisting on MX Toolbox but there doesn't seem to be any blacklisting of it so bit of a mystery why it should be happening.

The fact that it isn't blacklisted would indicate its an issue with the Intuit servers and this is something that they should be able to fix relatively quickly so I have no idea why they haven't dealt with it. I do wonder about the knowledge of their engineering team as it seems they have an inability to fix the most basic issues.