All invoices bounced back on QB online

Hello Jono,  Thanks for reaching out to the Community. We have looked at your ongoing communication with the customer support team, we can see they have asked you to contact Microsoft to get an email from them stating there is no blocks or issues at their end. We can see you're waiting for a reply currently from the support team so we have sent them a message to ask them to update you ASAP. In regards to 365 it is worth speaking to Microsoft themselves, there is an option to report good email on this help article that you could look at(this a MIcrosoft article). We'll open the thread so any users who have experienced a similar issue and wish to add to this thread can do.

Thanks Emma.

Can you confirm that invoices generated through QB Online are not sent directly out from QB email servers and are instead routed through my 365 tenant using SMTP?

Also, with regards to the link you provided, what details should I be submitting to Microsoft? I keep on being given generic links for issues with Microsoft, surely you must have a link from QB's detailing issues faced between QB and this integration with Microsoft?

I don't believe emails are being routed through my 365 within QB online. I believe them to be generated by QB online and sent out from their mail servers. I feel that I am just being given the run around by QB who are palming off this issue onto Microsoft when I don't think it has anything to do with them. If I'm wrong then I apologise, but QB hasn't provided me with any solid details on how invoices are generated and sent out by being routed through my Microsoft 365. If emails and invoices were generated this way and need to route through some sort of integration with my 365 tenant, then please provide me with links on how to make sure this is accomplished. Because I can't find any, which seems pretty peculiar given this so-called integration with a fundamental part of your software.

Microsoft is asking for header information and a message trace from the bounce-back email you are receiving. I have asked for this information from your Helpdesk. If you could please advise.

Hello Jono, We have spoken with the senior team who have advised that part of the adding Quickbooks to the safe sender process is to configure the server to accept Quickbooks Online mail server host names and IP addresses and if that has not worked the next step would be the server in this case Microsoft 365 confirming there are no issues/blocks at their end. Nigel the customer support agent you're dealing with will be in touch with you about the information Microsoft are requesting and the links they sent.

Well, I've just had a response off Nigel, which was "the issue still lays with Microsoft to resolve and at this time they(Microsoft) will need to resolve from their end.". So, not exactly a wealth of information there!

You need to clarify and fully explain in detail what you mean by configuring the server to accept Quickbooks online mail server host names and ip addresses.

Are you meaning solution 3 is the below link your helpdesk has provided?

https://quickbooks.intuit.com/learn-support/en-uk/manage-customers/3-solutions-for-when-customers-ar...

So, I have just tested again and it looks like they are starting to come through now.

Looking at the header information on the test invoice I sent to myself I see the following...

Hello JonoC, Thanks for your reply. We're happy to hear that the invoices are starting to come through. We do see what you're saying in regards to the server. We can only add that ip addresses and host names can be blocked. The case you're speaking with Nigel on was escalated to our engineers which is the highest level we have. We do understand why you want to get more detail on this. We have the same hierarchy for escalating this issue as the support team and we don't wish for you to have to repeat anything so the best thing to do would be to reply to the email you received today asking for more specifics.

Thanks Paul.

Yep, I knew it had nothing to do with O365, it's just that QB were adamant it did route through it somehow and I had to contact Microsoft. They just would not accept it was their email servers and instead falsely claimed it routed through my email servers. I just find it ludicrous but at the same time extremely scary that they gave me an impossible task of contacting Microsoft and asking them to look into an issue which had absolutely nothing to do with them.

"We can only add that ip addresses and host names can be blocked"

What, to every client we have at exactly the same time? We were unable to send any invoices from QB online. But instead of trying to investigate the issue you palmed the fault off on Microsoft, insisting that the invoices were somehow sent from your email servers and routed through our O365, even though I knew this to be untrue. The above header information proves me to be correct.

https://quickbooks.intuit.com/learn-support/en-uk/transactions/invoices-are-not-being-received-when-...

This is the incident in question, we were unable to send any invoices from this date, which was never resolved for us even though you classed it as such.

I dread to think how long this would have carried on for, no invoices being sent and QB's refusing to investigate and sending me on a wild goose chase with Microsoft, if it hadn't started working of its own accord.

I don't know if it's a case of QB not having any knowledge of how their systems work, or, actually not wanting to investigate the issue and just creating some story about how the fault lies with my email provider!

"the best thing to do would be to reply to the email you received today asking for more specifics."

The last email I received from Nigel was a single sentence advising "the issue still lays with Microsoft" and not requesting any details, so don't imply you were investigating anything or waiting on me to provide details.

I spent hours and hours on the phone with your helpdesk trying to get it through to them that it had nothing to do with Microsoft. Even in this post you won't admit it! I just find it absolutely shocking.

I hope this post helps anybody else should they find themselves in the same dire situation.