The way QB treat customers is staggering.

QB closed this without resolving - this has been raised with QB as it is far from resolved. 

10 months on we want a solution not ineffective/impractical workarounds.

I assure you, this investigation should not have been closed because the issue is STILL ongoing!

It may have been closed because QB have decided there is absolutely nothing they can do to fix the issue!

Astonishing.

@KlentB 

UPDATE - INV (investigation) number is INV-71760

Quote this number when talking to Helpline or your account manager

INVESTIGATION is not closed as of last week. Please double check..

25% of my clients are affected. My affected clients are getting rebates of subscription fees while its being worked on.

The investigation wasn't closed as of last week when I discussed it with my Account Manager and he said he'd kick it higher up. See if you can find the INV number for it - it should still be very much active?

Your link to the three  work arounds is from months ago. Look at the date when it was originally posted on another thread. .

Solution 3 requires an IT consultant . Most of us don't have an IT consultant.

In any case its my clients that are affected , so I'd need to employ an IT consultant to talk them through solution 3. Why can't Intuit sort this direct with my clients and walk them through solution 3?  It does look like it might work so I requested on this forum for a guide for dummies to be sent out so I could forward it to my clients to follow. Still waiting for a response .

I am getting so fed up with QB.. Problem after problem.. Non of my clients are receiving invoices ... Defo looking into zero now. 

Probably had something to do with them working with shady companies like FTX.. I'm not surprised if they have been blacklisted because of that as well. 

@Samer Sharawi  

If you can reach out to our chat support or ring the help line on 0808 234 5337 the line is open mon to fri 8am to 7pm and is free from any UK landline or mobile, and provided us with your Company ID's we can then check to see if they're still blocked or if it is something else causing it for you. 

@Ashleigh1Thanks. So you really believe its been fixed then? how would Helpline staff be able to 'check' if our invoices are "still blocked"  . Very few Helpline staff seem to be aware of the issue. We are struggling our selves to find out which ones have made it through to our own customers  and which ones haven't. Are you saying this issue has ben found to be account specific? Have all Helpline staff now been brought up to speed? Please provide more information to give us an understanding of exactly how QB have attained a fix for this issue ? We have IT experts on the thread and I am sure they'd be able to fully understand the solution you have come up with

Tottaly agree with Tim A. This issue is still ongoing. QB needs to sort this out! I want a month's refund! 

I talked to QB support on the phone on Friday morning.. They still seem unaware of what is going on! 

This is all well and good as a solution but when is it going to be fixed please.

This makes me look very unprofessional to my customers especially when they are messaging me to ask where there invoice is. This has been happening for the last 3 months now and I have to now contact all my customers individually to enquire if they have received their invoice. This is affecting my business and impacting on my time. What should be taking an hour is now taking a day. Will there be any compensation offered  or maybe 3 months free subscription.

If this is not corrected by next month I will be cancelling and taking my business elsewhere as this service is just not acceptable.  

I've just started using QB on a trial and have stumbled across the invoice problem.  None of my clients received theirs and I had to save as a PDF and send via my own email which is time consuming.  I have been online chatting to QB customer support who say it's still an on-going issue and not fixed.   Do we know when this issue will be fixed?  

Hi

According to QB this thread show as solved - it isn't.

This has been ongoing since at least Feb 22 - it usually only affects some not all customers. QB initially gave a fix by date of end of May - but here we are month later and they will not provide any date - their customer service team appear to be unaware of the issue unless pressed. 

You must make your own decision but if your customers are already experiencing issues then don't expect QB to fix this any time soon. 

Although this question is marked as resolved last year, this is very much still an issue that we have.

Customers are not always receiving invoices, even into their spam folders etc, or by going through

other suggested checks.

Hi TBBonnetts A number of email providers have been installing updates which have prevented emails/invoices from QuickBooks to be received. Our engineers are aware of the issue and are liaising with the email providers to resolve the issue. In some cases affected customers have added do_not_reply@intuit.com to their email providers white/safe sender list or sent a blank email to do_not_reply@intuit.com, which should trigger the email domain to recognise the @intuit domain as a trusted site and they have then been able to receive re-sent invoices.. If this doesn't work then you can download the invoice as a PDF or use the save and share link option within the invoice, if you're using a small business product, and send the PDF or link from your own email provider.

John C

How can that possibly be realistic where you have hundreds of customers - to expect the us to e mail all clients and expect them to deal with - or to manually download pdfs for every customer - and send out - that's QB job. 

Fine if you have 3 customers - not if you don't. 

The sending of reminders also means significantly more work as you are unsure if they are actually received.

My understanding was that the issue was actually QB domain being blacklisted due to spam - not e mail providers issuing updates. 

Your engineers have been looking at the problem for 11 months now - how long can it possibly take 

Hello Cwright1, We do see that this issue has been ongoing for a long time. The engineers have not been able to resolve the issue, and despite multiple fixes being set in place it has not resolved the situation for all customers. We don't want to repeat ourselves in this thread. The workarounds we appreciate are time-consuming and we hoped they would be used for a short duration.

I did this but the email got returned with a very long email report about why it could have happened (none of it made sense to me but then I'm not an IT expert).   Going to try another software provider.

I anyone else still having problems with this? There seems to be no pattern, some are received and some are not, so I know it’s not a settings problem, and definitely an app issue.

This has been happening to me. It seems to be effecting hotmail.com as the client who is not receiving invoices is on hotmail. I did a test invoice to myself on hotmail account and nothing at all comes through or in to junk. I send another test invoice to my wife's gmail email and that came straight though. I have just been on online chat and just sent the standard workaround about getting an IT expert!!

Hotmail defo seems to be an issue at the moment.

Cheers

James

I have been having an issue since October '22 with invoices not going through to some clients (who i have been sending invoices to without problems for many months).

In fact it was one of my prompt paying clients who raised the issue with me. She also gets QB invoices from another source and hadn't been receiving them either. This is how she knew about it.

I have raised this November with QB however received a long, complicated message with long complicated workrounds. I am a dog walker I don't have the time or IT knowhow to action these.

I haven't received any follow up from QB and the problem seems to be effecting more clients each month.

Does anyone know if there is a different version of Quickbooks that is unaffected by this? I am using the online version.

Hello Ianh, this invoice issue is on all online version platforms.

Would recommend moving to Sage or Xero - its coming up to the year anniversary of this issue being reported - think that tells you how hopeless Quickbooks are.  

Although I would join you in saying that Suzanne, Xero has, or had really bad stock handling. It also has as many holes in it's platform as QBO does. Not tried Sage.