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TxCowgirl17
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

Hopefully someone can help because I'm not getting any answers. 

When I create invoice and send to my customer the invoice is going to an employee that is no longer with my client's office, I have deleted that email out of my client's profile, created a new invoice (not copying) and the ex-employee is still getting the invoice! Can someone tell me what to look for to fix this? It's starting to upset my client and that isn't something I need. Thanks and look forward to some help 

Solved
Best answer June 02, 2020

Best Answers
IamjuViel
QuickBooks Team

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I can help you sort this out,@TxCowgirl17.

 

When creating an invoice, it will be sent to the email address recorded in the customer's profile. Let's first review the customer's profile and make sure that it's the correct one.

 

Here's how:

  1. Go to the Sales menu.
  2. Choose the Customers' tab.
  3. Double-click on the customer's name.
  4. Select the Edit button.
  5. Verify the email address of the customer.
    • You can change it if it's incorrect.
  6. Click Save.

You can read through this article for more detailed insights about managing your customer's information: Edit customer information.

 

If the issue persists, the stored history in your regular browser can be corrupted. This results in unexpected behavior such as what you're experiencing right now. Let's access your QuickBooks Online account using an incognito or private browser. This will isolate the issue for a possible browser-related. You can use either of the following shortcut keys:

  • Google Chrome, press CTRL  Shift N
  • Mozilla Firefox: press CTRL  Shift P
  • Internet Explorer: Press CTRL  Shift P
  • Safari: press Command Shift N

If you’re able to able to successfully create and send the invoice to the correct email address, you'd want to clear the cache of your regular web browser. Also, you can use the Browser Health Checkup Tool to check any issues with your browser’s health and its compatibility with QuickBooks Online.

 

Lastly, I've got these articles to help you to get acquainted about the different invoice-related task in QuickBooks:

Feel free to leave a post or comment below if you have other questions about managing your invoices and other sales forms in QuickBooks. I’m always here to help.

View solution in original post

11 Comments 11
IamjuViel
QuickBooks Team

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I can help you sort this out,@TxCowgirl17.

 

When creating an invoice, it will be sent to the email address recorded in the customer's profile. Let's first review the customer's profile and make sure that it's the correct one.

 

Here's how:

  1. Go to the Sales menu.
  2. Choose the Customers' tab.
  3. Double-click on the customer's name.
  4. Select the Edit button.
  5. Verify the email address of the customer.
    • You can change it if it's incorrect.
  6. Click Save.

You can read through this article for more detailed insights about managing your customer's information: Edit customer information.

 

If the issue persists, the stored history in your regular browser can be corrupted. This results in unexpected behavior such as what you're experiencing right now. Let's access your QuickBooks Online account using an incognito or private browser. This will isolate the issue for a possible browser-related. You can use either of the following shortcut keys:

  • Google Chrome, press CTRL  Shift N
  • Mozilla Firefox: press CTRL  Shift P
  • Internet Explorer: Press CTRL  Shift P
  • Safari: press Command Shift N

If you’re able to able to successfully create and send the invoice to the correct email address, you'd want to clear the cache of your regular web browser. Also, you can use the Browser Health Checkup Tool to check any issues with your browser’s health and its compatibility with QuickBooks Online.

 

Lastly, I've got these articles to help you to get acquainted about the different invoice-related task in QuickBooks:

Feel free to leave a post or comment below if you have other questions about managing your invoices and other sales forms in QuickBooks. I’m always here to help.

ahighersecurity
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I've had the same issue, over and over, even today. Going into the settings and clicking on the "Clear and Refresh Data" button doesn't help. Refreshed again and again, yet customer's old information continues to populate the on the invoice and the email address line.

This has also caused my company and my customers, confusion, discontentment, and security issues by invoices going to old employees unintentionally.

Please help with fix.

Ryan_M
Moderator

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

Hi @ahighersecurity,

 

I'll point you in the right direction for support with your query. 

 

If you've already gone through the troubleshooting steps provided by my peer @IamjuViel above, then I suggest contacting our Technical Support team for further assistance. They can investigate as to why you keep getting this issue.

 

Here's how:

 

  1. Log in to your QuickBooks Online (QBO) company.
  2. Click the Help menu.
  3. Select Contact us.

If you send an invoice each month for a customer with the same information, consider this article: How to create a recurring invoice and manage recurring transactions. It has the steps on how you can create recurring invoices, as well as how to manage them. 

 

Feel free to drop a comment in the comments below in case you have other questions. I'll be sure to get back to you. 

Kellhazel
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I've been going mad with the same thing. I also changed the customer email, but still my new invoices were going to old email address.

However I did mange to figure out something. I do progressive invoices, meaning I create the invoice from the quote. (in projects) I went in and changed the email address on the quote and then my new invoices were correct. Even though I dont email the quote and I didnt add the email on the quote it still saves there when you create a quote at the beginning.

 

Hope this helps someone! 

RAYSHOME
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I've been having the same email editing problem here with quickbooks self-employed and the solutions they offer don't seem to help and are time consuming. I believe it's a problem they need to correct on their end. I can't do quotes on self-employed by the way. 

RAYSHOME
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I'm having the same issues with editing the customers email info and the solutions you offer consume time and don't help. I believe it's something needs to be solved on your end.

AlexV
QuickBooks Team

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

Hi there, RAYSHOME.

 

QuickBooks Self-Employed only memorizes the customer's email address. You need to change it whenever you create a new invoice. You can enter the updated email address in the Client email field on the invoice page.

 

Also, the most possible reason for this issue is due to a browser problem. If the steps shared by IamjuViel does not help, please contact our Customer Support Team so they can further check it.

 

I've added these link for more details:

Post again if you have more questions. Stay safe!

kristinatreandpartners
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I tried these steps and still have the same problem. We use the Advanced QBO which includes Projects. If I create an invoice to just the client (NOT the project for that client), it updates and shows the correct email. When I try to send the bill for the Project (listed under the client) it defaults back to the old/incorrect email. It does NOT have this same issue on the billing address line.  There is no other location to update the email address for the Project. It can only be done at the Client level.

 

Please help fix this issue!!!

AlexV
QuickBooks Team

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

Good day, kristinatreandpartners.

 

Let me share something about the Project feature.

 

You're right, we won't be able to enter or save an email address for a Project. However, QuickBooks Online memorizes the last email address you used. If you changed it when you create and save a transaction, like an invoice, it'll reflect automatically the next time you record a new one.

 

Here are some of the articles for more details about the Project feature:

Shoot me a reply if you need more help. I'll be here!

Pam_Sullivan
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I have been experiencing this issue for months and have followed every suggestion to correct it. This is not a user issue, this is a QuickBooks issue and it needs to be corrected properly. Whatever information is initially entered into a new customer field is held in there for invoicing regardless of any updates that are done. That results in customers complaining about the wrong mailing addresses due to faulty initial data entry, or invoices not reaching the customer because the updated email address is not recognized.  When you have hundreds of customers, you cannot always catch the faulty email addresses on each exchange. QuickBooks tech support needs to fix this

Pam_Sullivan
Level 1

Customer Invoicing and why invoice goes to a email address that is not in the customer's file

I think you just saved my sanity!  Thank you!

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