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Level 1

Can't send an invoice for specific email addresses.

When sending an invoice through Quickbooks, I have one particular set of 4 email addresses that Quickbooks won't send an email to. I create the email, check it over, then hit send. The email never sends, and it actually just hangs there. This is the only invoice that won't send out. Any thoughts on what might cause this issue?

14 Comments 14

Can't send an invoice for specific email addresses.

Hello, @wyltk75.


Let's discuss some possible reasons why you're unable to send an invoice via email. It could be due to the following:

  • The email preference being set incorrectly.
  • A damaged QuickBooks installation.
  • Domain admin was blocked.
  • Account security settings from your email provider.

To isolate the issue, let's ensure that your QuickBooks is updated to the latest release. Once done, check the web mail's settings in the preferences.  Here's how:

  1. Go to the Edit menu at the top. 
  2. Select Preferences
  3. In the left menu, click Send Forms
  4. Under My Preferences tab, select the email account you're using.
  5. Click Edit.
  6. Mark the SSL box, or just select Default.
  7. In the Server Name field, make sure the server name matches your email provider's settings.

You can read more on this by checking out the below articles: I'd love to hear if this fixes the issue you're experiencing. If not, feel free to reach back out in a comment below. Take care!






Level 1

Can't send an invoice for specific email addresses.

Thank you for the reply. I'll check to see if QuickBooks is up to date, but here is something to keep in mind. All other accounts work fine. We are able to send out invoice emails to hundreds of other accounts. It's only one account that it's not working on. I've verified that all four email addresses are valid. 

Level 1

Can't send an invoice for specific email addresses.

Last night, I ran all of the updates to their QuickBooks then restarted the server. I double-checked the email settings to verify that they are correct. This morning, I was able to send invoices to a few other accounts, except the same one that we've been having trouble with. This problem is not with email settings. What is the next option?


Can't send an invoice for specific email addresses.

Let's continue working with a few troubleshooting steps, @wyltk75.


You'll want to run QuickBooks as Administrator to re-establish the application's admin privileges. This is our first step if you're using Outlook as the email provider. I'll show you how. 


  1. Close QuickBooks Desktop.
  2. Open the Windows Start menu.
  3. Type QuickBooks into the search button. 
  4. Right-click the QuickBooks icon and select Open file location.
  5. In the folder, right-click the QuickBooks.exe file and select Properties.
  6. Click the Compatibility tab.
  7. Select to uncheck the Run this program as Administrator option.
  8. Select Apply and then OK.


Once done, open your QuickBooks and send a test email or invoice. If you're still unable to do so, move on to Step 2 using this link: QuickBooks is Unable to Send your Email to Outlook.


Meanwhile, use this article for the troubleshooting steps if you're using Gmail as the email provider:


  1. Open any transaction or report in QuickBooks.
  2. Select Email.
  3. Click Send.
  4. Enter and log in with your Intuit credentials.
  5. Select Continue.
  6. Click Allow.


Once done, you can go ahead and get back to connect your Gmail account to QuickBooks: You can read this article to learn more about the steps: Connect your Email to QuickBooks Desktop.


I've also included this reference helpful with the resources needed so you can keep the security of your account up-to-date: Account management gathers topics for your Intuit Account.


Don't hesitate to post again here if you have other questions or concerns with QuickBooks invoicing. I'm always around happy to help. Take care and stay safe!

Level 1

Can't send an invoice for specific email addresses.

I can give that a try, but can you explain to me why this problem is only affecting ONE SINGLE account and not all of the accounts? I'm only unable to send invoices via email to ONE single, solitary, company.

QuickBooks Team

Can't send an invoice for specific email addresses.

I know it can be challenging when you can't send an invoice, wyltk75. I'm here to share some insights about this issue.


There are a few possibilities why you're unable to send invoices via email, and I've listed them below:


  • Domain admin was blocked.
  • There's an issue with the account.
  • A damaged QuickBooks installation.
  • The email preference is being set incorrectly.


To resolve this, I'd suggest following the steps shared by my colleague, JonpriL. You can also contact our QuickBooks Support Team. They're equipped with tools to further investigate the cause.


Additionally, I've included an article that'll help you customize your email templates and use them to send messages from QuickBooks: Personalize Emails to Customers and Vendors.


I'm only a post away if you need more help in sending invoices in QuickBooks, wyltk75.  It's always my pleasure to help you out again.

Level 1

Can't send an invoice for specific email addresses.

I called quickbooks support and sat on the phone with them for 2 hours. We went through all of the troubleshooting steps to no avail. I really got the feeling that most of quickbooks support is used to dealing with simple issues and once it goes beyond that, they have no idea what to do. I was not offered a tier two support representative. The agent I spoke with tried very hard to resolve my issue, but they clearly don't have the tools they need to resolve anything beyond the simplest of issues. 


To answer your questions.


2. Yes, there is an issue with the account. What is the issue with the account? How do I resolve said issue?

3. It could be a damaged QuickBooks installation, but one that only affects one single account? 

4. Does each account have its own mail preferences? If so, how do I change it for that account? The default mail preferences seem to work for EVERYONE else, why are they not sufficient?

QuickBooks Team

Can't send an invoice for specific email addresses.

I appreciate you for keeping us updated, @wyltk75.


Changing the dummy company's email address can help with the emailed invoices issue. I'd be delighted to walk you through the process.


Make sure to update QuickBooks Desktop to the latest release before going through the steps. This can help keep the software up-to-date and get the latest fixes.


The email setup can be edited or changed on the Send forms page. Follow these steps to get there:


  1. Go to the Edit menu, then choose Preferences
  2. Access the Send Forms tab.
  3. Set the settings to Web mail, then hit Edit
  4. Make sure the email ID is correct and the settings are properly set up (if you don't use Enhanced security).
  5. Once done, hit OK.


Find out more information on how to manage email in QBDT:



Just leave a reply back to this thread for additional questions about this matter or QuickBooks. The Community is always here to help. Take care!

Level 1

Can't send an invoice for specific email addresses.

I appreciate the suggestion, but this very thing has been suggested at least a half a dozen times by practically every other person I've spoken to. I'm pretty sure it's already been suggested in this thread. The settings are correct. We've even tried other email addresses to see if those work. I'm positive at this point that the issue has NOTHING to do with my settings, but Quickbooks is broken. Who can I speak to about a broken quickbooks?


1. I have updated to the latest version.

2. The account information is correct.


4. When attempting to send out an invoice for this customer, it freezes up and does nothing. No errors come up. 


I suspect that this issue needs to be reviewed by a tier 3 support person, but I'm not sure that quickbooks has any such thing. 

Level 1

Can't send an invoice for specific email addresses.

The email provider is Office 365, we are not using outlook or Gmail.

The email settings work for all other customers except for a single customer. We send out emails via Webmail multiple times a day. The only time it doesn't work is when we try to do it for one particular customer.

Do you think that your suggestion will make any difference for that single customer?

Level 1

Can't send an invoice for specific email addresses.

The "Run this program as Administrator" option was already unchecked. I checked it, then tried to send the invoice again. It still didn't work. I then unchecked it again and tried again. Same results. 


Can't send an invoice for specific email addresses.

Hello there, @wyltk75.


I appreciate you performing the troubleshooting steps to resolve this. 

Since it persists, I recommend contacting our Customer Care Team. This way, they'll be able to check further the root cause of the issue.


To reach them, here's how:

  1. Open QuickBooks. 
  2. Go to the Help menu at the top.
  3. Select QuickBooks Desktop Help
  4. Type Contact Us in the search box. Then, click on Contact Us at the bottom. 
  5. Select the way you wish to connect with support.


Ensure to review their support hours, so you'll know when agents are available.


As always, you can visit our QuickBooks Community help website if you need tips and related articles in the future.


If you have any other concerns, you're more than welcome to reply here with the details. I'm here to help. Take care and have a great day.

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Level 1

Can't send an invoice for specific email addresses.

I have the exact same problem but with Quickbooks online.  I have one specific email that has always gone through but no longer does.  What settings do I need to check for this issue?

QuickBooks Team

Can't send an invoice for specific email addresses.

Hello there. Thank you for taking the time to post in the Community. Let's figure out the cause of being unable to send emails to your customer and troubleshoot it through QuickBooks Online (QBO).


I'd like to know more about your situation if you've sent a recurring invoice or received an error message after trying to send any forms to your customer or vendor.


If this is about sending a recurring invoice, check if the End date or Interval schedule is correct. It can affect the delivery of the form. If either of the two isn't your option and wanted to send it right away, you can tick the box beside the Automatically send email section.



However, if it's not about recurring invoices or there's no error message, you can do the browser troubleshooting method. I'll show you how to do it.


You can begin by using an incognito browser when sending a form. It will disable your cache from saving new data and check if there are browser issues. If you've sent it without any error, open the regular browser and clear its cache. An alternative way is to use another browser.


I've also included this article for more troubleshooting steps you can perform: 3 solutions for you when customers aren't receiving your emails.

Feel free to share any details of the error or updates after performing the troubleshooting steps above. I'm here to back you up. Take care.

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