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Level 1

Email doesn't save in customer file . . .

I am using a microsoft exchange email server with Outlook.  When I send click on the customer email address and send an email from QB, outlook comes up, sends the email just fine.  It is then saved in my Outlook "sent" folder properly.  However, the email is not saved in the "sent email" location in the customer file.  What am I missing?

3 Comments 3
QuickBooks Team

Email doesn't save in customer file . . .

Hi there, rwk123.


All transactions that are sent to your customers should be logged in the Sent Email tab, regardless of the domain or server that's used. I'll share some steps with you that can resolve some of the most common program issues and unexpected results when performing a task in QuickBooks Desktop.


First, make sure that your QuickBooks is on the latest maintenance release. Here's how:


  1. Go to the Help menu and select Update QuickBooks.
  2. Proceed to the Update Now tab.
  3. Check the box for Reset Update, then click Get Updates
  4. Restart your computer after getting a prompt that the update is complete.
  5. Re-open QuickBooks and install the update when prompted.


Second, let's repair QuickBooks. Here's how:


  1. Restart your computer. This makes sure there are no programs that may affect the repair.
  2. Open the Windows Start menu, then select Control Panel.

    Note: If you're using Windows 8 or 8.1, search "Control Panel" in the Windows Start menu.

  3. Select Programs and Features, then click Uninstall a Program.

    Note: If you don't see Programs and Features, select Programs instead. Then select Program and Features.

  4. Click QuickBooks from the list of programs, then Uninstall/Change.
  5. Select Continue, or Next.
  6. Click Repair, then click Next.

    Note: The repair should start right away, but it may take a while to finish. You can leave it running, and come back once it's done.

  7. Click Finish.


Once done, go back to the customer profile and check if you can already see the transactions in the Sent Email tab. 


You can also check out these articles just in case you will need them in the future:



Please add a reply below if you need more help or have a follow-up question. We're always here to help. 

Level 1

Email doesn't save in customer file . . .

Thank you.  I completed each task.  I sent a couple of emails to a dummy customer account.  When I click on the email address in QB, Outlook comes up, email gets sent, it is received and saved in my "sent" folder in Outlook.  However, it still not saved to the customer's "sent email" tab.

QuickBooks Team

Email doesn't save in customer file . . .

Thanks for keeping updated how the troubleshooting went through, rwk123.


In this case, I would recommend reaching out to our Technical Support Team. They can take a closer look at this and do further investigation to determine why the transactions are not logged in the Sent Email tab.


Here's how to reach out to them:


  1. Go to the Help menu, then select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Give a brief description of your issue, then select Let's talk and then choose a way to connect.


You can also reach out to our Chat Support Team by clicking the Contact Us link and we'll get you up and running again.


Let me know if you need anything else. 

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