i think they have blocked me from posting !

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@Suzanne 1 wrote:

I wish I could just move elsewhere but Quickbooks know its not that easy. 

 

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@Suzanne 1 

You can purchase a 3rd party conversion service.

i dream of the day when I get the email to say its fixed, but then would I trust it.  could be 30 days later when customers don't pay and then you find out they don't have the invoice and again cashflow is affected. I am actually working extra hours as the months of having to download each invoice/statement and manually email from outlook - the time adds up ! 

Its at the point where you don't know whether to laugh or cry ! 

ps, please Quickbooks Team do not post the standard reply

We're currently implementing measures to fix this issue. Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved.

I agree, we have over 600 customers and to save individual invoices is pain staking and time consuming.

I have had to put in so much extra time, upset clients saying they used to be happy and now they not due to not receiving invoices on time. Not to mention the impact on cash flow.

I really hope something is done soon, can't take much more of this every month.

Hi everyone on this thread, we appreciate this has been going on a long time and is causing a lot of frustration for our customers, however we're currently implementing measures to fix this issue. Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved.

Our team is aware of the matter and is in the process of implementing a fix that will solve this issue.

@Ashleigh1 

Do you know what the estimated date of patch release is currently? Trying to get an idea of how I need to handle this from my end. As many have said, cash flow and time intensity has become a big issue. I don’t have near the amount of transactions as some, but I also don’t have the ability to wait longer for payment from customer due to this. I am weighing out the option of changing my more frequent customer emails to my email so I can quickly forward the invoices to them. However, if this is getting fixed soon, I’ll keep saving or printing them and then sending it instead.  Thanks!

Hi Ashleigh

That is part of the problem. QB sat they are working on as a priority etc etc but they have been since Feb. They actually gave a definitive date of by 6th June further back in this thread but here we are nearly 2 months on and they won't even give a date as we have been asking for weeks.  

Its clearly not the priority they say it is - i have seen threads where the customer service chat doesn't even know about the problem - that should tell you all you need to know. 

I guess once it reaches a mass of so much work to re send invoices etc and the effect on cashflow customers will bite the bullet and move elsewhere. 

Certainly we are looking to that option - i will post once we have the time to trial xero or one of their competitors to see how easy moving the invoicing. vat and accounts actually is from the accountant. 

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@cwright1 wrote:

Certainly we are looking to that option - i will post once we have the time to trial xero or one of their competitors to see how easy moving the invoicing. vat and accounts actually is from the accountant. 

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Purchase a 3rd party conversion service if required.

Thanks - we used Debitoor for just invoicing who were fine - it was the integeration of the accounts and VAT that we moved to QB for about 3 years ago on accountants advice.

Since then there have been so many glitches with QB bank files, invoicing, annoying pop up messages that you have to delete every time you log in as well as having to log in frequently even with the max 3 hrs set -  and a complete lack of any real person to speak to - and no compensation for their issues.

Xero would probably be the one i will trial too. when i get some time. 

Thanks for the suggestion but some customers are also being blocked so they need to be invoiced direct 

I think we have all been very patient, the only time QBO provides generic feedback with no date of a solution, is when this thread is revived.

I have not seen one email from QB sent to their clients or a notification within QBO that says you are looking into this issue, so it seems it is only being addressed here, which boggles my brain.

This month, more than 80% of the invoices were undelivered. 

I can't stress enough how much extra time this is consuming as well as frustrated clients who now think after years and years that suddenly we not doing our job properly but the problem is with QBO itself.

We need more information from QBO on what is being done to resolve the blacklisting of your domain when sent directly to clients and what the ETA is of a solution.

Absolutely ! 

I see they are inviting people to review them on TrustPilot obviously trying to bump down the negative reviews. 

Look forward to yet another generic reply from them with zero info ..................................

@User since 2008 

I am not an employee of QB but I figured I would help them out. I took the liberty of copying and pasting the approved message from their internal "handbook of answers"... I believe this one comes out of page 182 sec. 2 paragraph 3....

"Hi everyone on this thread, we appreciate this has been going on a long time and is causing a lot of frustration for our customers, however we're currently implementing measures to fix this issue. Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved.

Our team is aware of the matter and is in the process of implementing a fix that will solve this issue."

I politely asked a simple question and have yet to receive an answer. I feel for you guys with larger companies. I have to do this "workaround" for a handful of customers, and it is a major pain. I cannot imagine if I had hundreds or thousands of invoices monthly.

I guess we will just have to keep dealing with this for another year. Intuit is more focused on cleaning up the mess they created with Turbo Tax Re: the emergency 401k early withdrawal option from 2 years ago. Go read that post, it's a biggie. Lots of IRS penalties were billed to their users because of issues with the software when opting for the 3 year spread of liability.

With respect this is simply re iterating the workarounds previously posted by customers as well as QB.

What we need is a realistic date - 6th June was previously given but QB have refused to provide any guidance on suggested fix by dates. 

This has been known about for more than 6 months and is getting worse.

The post by dcaroli on a separate issue on this thread a few minutes ago is alarming part of which is quoted below 

guess we will just have to keep dealing with this for another year. Intuit is more focused on cleaning up the mess they created with Turbo Tax Re: the emergency 401k early withdrawal option from 2 years ago. Go read that post, it's a biggie. Lots of IRS penalties were billed to their users because of issues with the software when opting for the 3 year spread of liability.

The credibility of QB is under question - We issue c2100 invoices pa - no compensation has been offered for the additional time this is all taking - all we are getting is standard responses from the QB handbook. 

Either you give proper answers to both when  we can expect this to be fixed and start to offer compensation we will be going elsewhere.

One final point another member in the forum mentioned is any positive feedback from agents fixing a glitch  go to Trustpilot  We had when an issue this week where the  QB vat return could not be made and it turned out every 18 months we have to unauthorise QB as HMRC agent and then re authorise  as Vat agent. The QB rep wants a 5 star review - whilst he was great and many would give a good review I'm not sure why QB don't tell you the problem in the first place ( they suggested contacting HMRC initially if they know this is an issue and this may explain the relatively high rating on Trustpilot whereas in fact 1 star is more accurate...

@JackS 

Thanks for consolidating all the possible workarounds in one place. Although useless for the ones that have been on the thread for a while, it could be a good "interim" solution for some that are starting to experience these issues just recently.

I believe what cwright is trying to say is that if a solution isn't available as of now, the next best thing would be proper communication to your customers. As business owners, we are faced with many decisions that need to be made. Some are short terms, some are long term, some are easy, some are difficult, and some.... well, we all get hungry at times, right? So with that said, information is a key factor in making decisions. Without the proper volume of QUALITY information, it makes it unbelievably difficult to make a decision. Let's take accounting software for example. When we started our various business, we all needed to make a decision on who to use. Intuit has proven to be a leader in the field and offers quite a bit for, what used to be, a relatively good deal. So all of us here chose QBO. Now QBO is having an issue with their system or their backend system that allows it to communicate with various email providers. Regardless of the cause, QBO customers are suffering a significant deal due to these issues.

All we are asking for is that key component... information. This is not a dig at Intuit or a threat that we are leaving, but merely a desperate attempt to understand what we are dealing with here. Some of us may actually need to move onto another solution... other than sitting and waiting that is. Now, this might be a new accounting software or a 3rd party assistant software to fix the issue while Intuit works to provide a "real" solution, or it could be many other reasons for needing to know. BUT... needing to know an anticipated fix date (even if it's not totally accurate) will GREATLY assist in making these decisions.

A few quick scenarios to better illustrate what I am trying to convey:

1. I am getting ready to spend thousands on a team to come in and convert all my QBO accounts etc. etc. I am doing this without knowing (because communication has been very poor) that Intuit is only 2 weeks away from "potentially" fixing the issue. So I pull the trigger, go through a nightmare process of switching, just to find out a few weeks later that QBO is now working again!!!! What!!!??? Why couldn't anyone just tell me they were this close? See the problem?

2.I decide to wait on a fix because how it could possibly take anymore than another month to resolve this, considering it has been going on, in one form or another, since early this year (maybe prior, I can't remember now). I do this on an assumption and without actual information because once again, communication from Intuit is very poor. I wait the month and then a little more because well... because what's another week at this point. Nothing yet, so I check one last time in this thread. Just to be told again that this is priority and it is being worked on. Now I have lost customers, and I have MAJOR cashflow issues. All this because my customers are not receiving invoices, or not receiving them how they used to in the past. Me, or my accounting staff, is having a hard time keeping up with customers that aren't paying. We can no longer track if the customer has opened the invoice so people are telling us they haven't received an invoice and we cannot prove otherwise. Etc. etc. etc. etc.... All this couldn't been avoided if only we had a constant stream of information letting us (Intuit customers) know how the situation was going on their end.

I hope this helps once and for all for Intuit to get an understanding of why this is frustrating and why it continues to get increasingly frustrating. We are being kept in the dark and it is f*&^%$ing with our ability to operate. Plane and simply stated.... some of us cannot operate long term like this, but would rather stick around and not have to go through a software change. WE JUST NEED TO KNOW THE PROGRESS, OR LACK THEREOF! That is ALL we are asking for.... I think all of us are adult enough to understand that every company, big or small, will experience issues. Furthermore, most of us are very much hoping this will be fixed and we don't have to make MAJOR changes to our operations. However, we need that little thing I keep talking about.... Information. Something so we can plan ahead.

Thanks for your time!

- Mike Drop

Hi dcaroli,

Good communication is an important key to making the best business decisions. I truly understand how you feel about the updates. I'll pass your feedback to the managerial team so they can create steps to improve our ways of handling cases like this.

As first-line support, we can only relay the information given to us. To be direct to the point, this issue is still being worked on by our engineers but we're unable to provide a turnaround time at this point. If you've already contacted our Support team and your account is linked to the ticket, you'll receive immediate updates straight from them.

I'm just right here if you have any other concerns.

@JessT 

Thanks for the reply. I understand you cannot provide anymore information. I do appreciate you passing the note along to management. I will stay hopeful that the leadership will do the right thing here and attempt to provide some additional information. 

Mike

i totally agree with your comments

My concern is not only the fact that the communication is non existent - other than standard replies that are issued - but the lack of any real honesty/input from management and the information to allow us business owners to make any kind of informed decision as to how long this is going to continue and whether we need to move.

The great worry is the problem escalates further v the time cost of moving elsewhere.and risk of other issues with a new provider.

For our part we are looking at Sage Business online - they have a UK based telephone helpline which is a big plus

6 months is way too long fort tis to have continued so a rspponse from management is now urgent

I will post how we get on if we decide to move.

Hello Cwright1, We understand this is not ideal and we are working on it as a priority,  we don’t have a timeframe of when it will be resolved but want to assure you it is being worked on by the engineers and any updates we get we will let our customers know right away. We appreciate your feedback and as always use this to improve our service on a day to day basis.

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@dcaroli wrote:

A few quick scenarios to better illustrate what I am trying to convey:

1. I am getting ready to spend thousands on a team to come in and convert all my QBO accounts etc. etc. I

2.I decide to wait on a fix because how it could possibly take anymore than another month to resolve this,

 

@dcaroli 

You may have the 3rd option to consider as I have suggested to some of our UK clients. Immediately open another accounting app and convert only data for the current fiscal year. Cancel your QBO account and monitor the status of this issue for the time being. At the end of this fiscal year, you can decide whether to go back to using QBO and convert your data from your second accounting app or convert your data completely from QBO.

So today is the first day I have received some sort of notification regarding this issue, not from QB but from a Local company here that provides accounting packages to companies. This is what they sent. So I'm wondering how they were notified but QBO is not letting users know unless you on this thread?

We are emailing you today because we noticed invoices you recently sent didn’t go through and we have found out that QuickBooks IP Addresses are being blocked by the public spam blocklist called Spamcop. The result is some QuickBooks invoices are not being received by the customers because of the spam block technology that has identified QuickBooks IP addresses as spam. Here’s how you can check the delivery status of your recent invoices :

1. Go To your Dashboard >> Getting things Done >> Tasks
2. Sales >> Invoices Tab >> Status will say Undelivered

Intuit are dealing with this issue with High Priority. Until The Engineers have sorted out this issue, there are a few ways that you can solve this problem:

1. You can save your invoice as a PDF and send it via email through your business or other email address.
2. You can send your customer a link to their invoice through SMS or a messenger service. Simply click on “save and share link” then select “copy link” and paste it in your SMS, messenger service or Email.
3. If you have a gmail or G-suite email account, you can use the Send with Gmail feature to send invoices from your own address
4. If you don't have a gmail address  You can set up a free account and use that account to send with Gmail feature to send invoices from your own address

As soon as Intuit have a fix for this issue, we will send you an update.

Hey, thanks so much for sharing this. At least we now know others are being looped in. The more eyes on the situation, the more important it becomes. This is a great step in the right direction. Although, I do agree that communication from QB could still be significantly improved. I wonder how they would be reacting if they had to send us all invoices be copy and pasting a link to each individual email haha. Or printing/saving PDF files and emailing or mailing them. I bet that would also set a different tone and appreciation for what we’ve been dealing with ;) well, y’all have a great day and here’s to hoping this crap gets resolved within the next couple of weeks. 

So i have setup a gmail account, which you can do for free, then change the sending address to the gmail account for all invoices and then it sends them from gmail rather than the quickbooks server. Avoiding the blacklisting on QBO emails. Not ideal, but it does work and will save you from having to do all the other work arounds.  All the best and good luck.

1. If you have a gmail or G-suite email account, you can use the Send with Gmail feature to send invoices from your own address
2. If you don't have a gmail address  You can set up a free account and use that account to send with Gmail feature to send invoices from your own address