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Melissa016
Level 3

Email addresses not pulling into estimates, then to invoices in QBO

Our client email addresses have stopped pulling into estimates automatically, then of course, they are not on invoices preventing us from emailing them without going to client account info and copying and pasting.

And yes...I've cleared cookies and tried a private browser....

Any helpful repair for this?

 

 

5 Comments 5
GlinetteC
Moderator

Email addresses not pulling into estimates, then to invoices in QBO

I appreciate the steps you've tried to fix the issue, Melissa016.

 

Let me help you figure this out so you can get back to business. 

 

You'll want to make sure that the email address is entered on the client's profile. This way, it auto displays when creating transactions (estimates/invoice).
 

 

Also, you can use another supported browser to isolate this issue. You can refer to this article: System requirements for QuickBooks Online, Accountant, Payroll, and QuickBooks Self-Employed.

 

This article provides information on how to manage your customers in QBO: Manage Your Customers List.

 

Please let me know if there's anything else I can do to help. I'm always around to help.

Melissa016
Level 3

Email addresses not pulling into estimates, then to invoices in QBO

That doesn't help. The email addresses are in, they are just not always pulling into new estimates. The field is left blank.

Jovychris_A
Moderator

Email addresses not pulling into estimates, then to invoices in QBO

Thanks for your prompt response and confirmation about the hurdle when generating new estimates, @Melissa016.

 

I know how disappointing it is when the program you used to work for doesn't respond the way it functions. Rest assured, I'm here to assist you with resolving this further. In addition to my peer's response, have you tried to remove the email in the customer's profile and saved it? Is the issue happening to all of your customers? Reentering the email address in the customer's profile might fix this issue when generating new estimates.

 

Here's how:

  1. Go to Sales and then select Customers.
  2. Select the customer in question and then click Edit.
  3. In the Customer Information window, remove the client's email address in the Email field.
  4. Click Save.

 

Once done, you can try to create a new estimate sample for the same customer. Then delete it after you see the expected outcome (email address won't show). Then you can reenter the email address in the customer's profile.

 

  1. Go to Sales and then select Customers.
  2. Select the customer in question and then click Edit.
  3. In the Customer Information window, remove the client's email address in the Email field.
  4. Click Save.


Then create a new estimate for the same customer. The email address should show in the Email field.

 

If the email address isn't appearing in the client's new estimate, I recommend contacting our Care Support team. This way, you can chat, or an agent will call you back to pull up your account in a private session to investigate this hurdle further.

 

  1. On the upper right, click Help (?).
  2. Go to the Search tab and then hit Contact Us.
  3. Enter your concern like the new estimate doesn't generate the customer's email address in the Email field and then hit Continue/Let's talk.
  4. Choose to chat or get a callback.

 

In case you're interested, I've added an article about adding design to your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

 

You know we're always here to give a hand. If you have other concerns about creating and sending sales transactions, take your time to comment below. Take care and more power to your business!

Tamara_1990
Level 1

Email addresses not pulling into estimates, then to invoices in QBO

This is happening to ALL of our customers. So, this "solution" is a waste of my time. Is there something else that can be done to fix this issue? We are losing A LOT of income over this!!!!

RenjolynC
QuickBooks Team

Email addresses not pulling into estimates, then to invoices in QBO

Hello, Tamara_1990.

 

Let's work together and get this issue fixed.

 

I have tried this on my test company and the email address automatically populated after selecting the customer from the drop-down menu in the Estimate page. If you haven't tried using the private browser or clearing your cache, let's do that to rule out any browser-related issues.

 

We can start by opening an incognito or private browser. This mode prevents your browsing history from being stored.

 

You can use these keyboard shortcuts:

 

  • Google Chrome: Ctrl Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Safari: Command Option P

Next, sign in to your QuickBooks Online account then open an estimate. Select a customer from the first drop-down menu and check to see if the email is populated. If it is, go back to your regular browser and clear its cache. Finally, restart your browser to refresh the settings.

 

In addition, you can try using a different supported browser.

 

If you're getting the same result, I recommend reaching out to our Customer Care Team. Please take note that our support hours for QuickBooks Online Plus, Essentials, and Simple Start starts from M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. For QuickBooks Online Advanced, we're available any time, any day.

 

Here's how you can contact us:

 

  1. Click the Help icon located in the upper right-hand corner.
  2. In the Help window, click the Contact Us button located at the bottom.
  3. Enter your question and click Let's talk.
  4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

 

  1. In your QuickBooks Online account, go to the Help > Assistant.
  2. Type Talk to a human and click the Contact a human button.
  3. Select Live Chat / Call me back.

To learn more about estimates in QuickBooks Online, you can read this guide: Create and send estimates in QuickBooks Online.

 

Please keep me posted on how things go after the steps. I'd like to make sure this is resolved for you. Take care and stay safe.

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