This is not the impression we want you to experience when sending invoices, MIckA4i.

I appreciate the workaround you have provided. If you are making the edits in Outlook, then QuickBooks is unable to control that. I recommend reaching out to Outlook Support Team. We can either set you up for webmail or edit your template in QuickBooks. The steps are included in these articles:

• Connect your email to QuickBooks Desktop
• Create custom email templates in QuickBooks Desktop

You can also add a new template and make modifications so you can use it when sending invoices to your customers. Here's how:

1. In your QuickBooks Desktop, go to the Edit menu, then select Preferences.
2. Click Send Forms and go to the Company Preferences tab.
3. Select Add Template.
4. In the Add Email Template window, enter the correct information and click Save.

Visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

I'm just one post away if you need a hand with running transactions or any QuickBooks related. I'll be here to ensure your success. You have a good one. 

This issue has existed for over 2 months. Do the engineers have any ETA on when this will be resolved?

I was told it affected only 37 users yet from this forum and the Reddit forum I feel MANY more users are affected!

We need this fixed in order to properly conduct our business.

I hear your sentiments, @RAL2.

At this time, we’re unable to provide you with a specific time frame when this issue is resolved. Rest assured, our engineers are working diligently to fix this. Just ensure your company is added to the list of affected users, so you’ll be updated once the resolution is rolled out. If not haven't yet, you’ll want to contact our Customer Care team.

Here’s how:

1. Select the Help menu.
2. Choose QuickBooks Desktop Help.
3. Click Contact Us at the bottom.

If you need tips and resources, our Support page is available. This site provides ways to manage your business, and it also helps improve your navigation experience.

We appreciate your patience. If you need further assistance, we’re always here to help. Just leave us a message.

QuickBooks used to send personalised emails for many years, so this is a new problem which many QuickBooks customers experience. How will we know when this problem is resolved?

It is really a big problem that must be resolved as a matter of urgency please.

Hello, QodeshBooks. 

Our engineers are all hands on deck working together for an immediate fix to sort everything out. I recommend contacting our Customer Care Team. To be notified about the latest status of this matter.  

You can contact them by following the steps shared by my peers above.  

Check out the QuickBooks Desktop section of this article for the support hours to ensure we address your issue on time: Support hours and types.  

If you have further questions, just let me know by leaving a comment below. I'm always glad to help. Have a good day and stay safe!

This absolutely sucks. I often add a little personalized note to the invoice email and now I have to create a template for each customer and situation?

Fix this. I don't have time, nor am I a computer expert. I buy a program, it should work as described. 

Microsoft seem to have fixed this with their latest Outlook update.

Please note that we have been seeing the exact same problem since applying the last major update to Quickbooks. We have the latest version of QB Premier Plus Edition 2021 as of August 26.

Outloook version 2010 Build 13328.20292

The only workaround solution I have found is to first change the message format to Plain Text, then change the email format back to HTML, before sending the email.

This needs to get fixed!!

This is not a useful solution. 

I want to make sure you're able to use the newly changed email template, stuartbrainerd.

Typically, if you use a template on an invoice and you create another one, that regular template should show again. This setting will stay unless you change the template.

You can perform these steps to isolate the issue:

1. Select Customers and then Create Invoices.
2. Create a new test invoice, with a standard template.
3. Select the Template ▼ drop-down menu.
4. Select one of the Intuit templates listed.
5. Enter Customer and Item details on the Invoice.
6. Click Save and Close.
7. Choose Customers then Create Invoices to see if the Intuit template option is now on the default selection.

If the new template doesn't show when you create another invoice, you may have a damaged template.

If you have a backup from the time that the customized template worked, you can restore it. If restoring a backup won't work, you need to create a new customized template.

If the same issue persists, I recommend contacting our QuickBooks Live Support Team. They can check why it's using the default template.

You can get a call from us and here's how to do so:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect.
5. Phone support may be limited due to volume.

Don't hesitate to post again if you have other concerns or if you need more help with the email template. I'm always around to provide the information that you need.

I am having the same problem with Pro 2020!  It's driving me nuts.  I change the text in an outgoing email (a PO or Invoice) and when it sends, it sends the default text, not the text I entered!  This just started a few months ago but I haven't seen a fix.  Please help!

Let me share some information about sending your invoices and purchase orders in QuickBooks Desktop, Cardpromo. 

If you are making the edits in Outlook, then QuickBooks is unable to control that. It would be best to reach out to Outlook Support Team. What we can do is either set you up for webmail or edit your template in QuickBooks. Just follow the steps and details in these articles:

• Connect your email to QuickBooks Desktop
• Create custom email templates in QuickBooks Desktop

We can also add a new template and make modifications so you can use it when sending invoices and purchase orders to your customers. Here's how:

1. In your QuickBooks Desktop, go to the Edit menu, then select Preferences.
2. Click Send Forms and go to the Company Preferences tab.
3. Select Add Template.
4. In the Add Email Template window, enter the correct information and click Save.

If the issue persists after using a new template, I'd recommend contacting our QuickBooks Support Team. They can check why it's using the default text when sending the transactions. You can get a call from us and here's how to do so:

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

Visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

Feel free to update us after contacting our support as I want to make sure this is resolved for you. Just go back to this thread by leaving a comment. Take care always.

This is still ongoing and no Fix 
QB refer to Microsoft 
Microsoft refer to QB 
Endless pointless conversations and forum replies 
Only known work rounds are 
Switch off cached mode ( in some cases after PST is updated and all folders synced switching back to cached mode repairs problem but not always 100% fix ) 
In the QB generated email go to format Text and switch between HTML and rich text and back to HTML ( sounds long winded but is really only a couple of mouse clicks ) 100% 

I have been using QB Pro for 20 years and have never had this problem until about 3 months ago.  I have ALWAYS been able to change the text in a QB email when sending through Outlook.  I did change from a pop3 email to Microsoft exchange a few months back--maybe that has something to do with it...?  After messing with this for an hour or so, I determined that if I change the email format to "plain text" rather than HTML, I am able to alter the text and it goes through just fine.  I have never had to do this, ever in the past 20 years until now so I'm not sure what changed over the past few months.

We are having the same issue here. only 1 user is affected, and this started happening in the last week. We are on Enterprise 2021. 

It is very important to be able to make changes to the body of the email. The one user is unable to have their edits go through regardless of using QB webmail or Outlook. 

This was fixed on the August 5th QB update but started again September 20th.

I have contacted technical support and was told to contact Microsoft and they denied ever having a fix for this issue.

I am terribly disappointed that they are telling end users to contact Microsoft for a problem that is affecting hundreds of users. It should be their responsibility to have this working correctly.

Please get this fixed as it is a terrible inconvenience in how we communicate with our customers!!

I am having the same issue. No matter how I alter the body of the email for estimates and sales orders I send it will just send with the default. I do not have access to change the template for each email nor is that practical. What's interesting is even if I delete the attachment on the email before I send it, the attachment will still send! 

It's frustrating to me that QB has been sidestepping the issue in the replies to the comments or sending their paying customers to another company that has nothing to do with the issue. Please provide an update and take responsibility. This is ridiculous.  

Thanks for becoming part of the Community, NVillar. Our Product Investigations team has finished their research into this investigation (INV-58175). I'd be more than happy to provide you with an update.
 

The edits made in Outlook can't be controlled in any way by QuickBooks. What you can do is set up webmail to work with your books. Before you get started, there's a few things you'll need and want to be aware of:

• Verify the webmail servers and port settings with your ISP.
• Webmail providers require users to enable their account settings for two-step verification.
• QuickBooks can auto-fill information for some of the most common providers.

Here's how to set up webmail:

1. In your top menu bar, go to Edit, then Preferences.
2. Click Send Forms.
3. Choose Web Mail and hit Add.
4. Enter the required details and press OK.
5. Select OK.

You can also customize and use form templates. If you don't have access to change templates or edit them, you'll need to be made into an admin or have permissions added for editing company preferences.

I've additionally included a detailed resource about working with emails that may come in handy moving forward: Connect your email

Please don't hesitate to send a reply if there's any questions. Have a great day!

Hi Zack,

Please refer top posting from XTNAA on May 26, 2021

Regarding the issue with QuickBooks and Outlook, I can say that the issue was resolved with a recent update released by Microsoft.  Bottom line the resolution that I can see is to ensure you are running the most current release of Office / Outlook. 

I think I have found a workaround for the time being. Not sure why it works but it works for me.

I am using Outlook and when you generate the email with the attachment to send to a customer (I do estimates and sales orders) you can close out of the pop-up email window and save the draft. Once you access the drafts you can then edit the body of the email and send it on it's way. Hope this helps as a temporary fix for the Outlook users.

I tried updating Windows, Office, And Quickbooks and cannot get this issue resolved. The workaround of changing to Plain Text, then back to HTML, does seem to work, but is cumbersome. I'd love to see this actually fixed!!! It just started on Monday for a single user. 

This issue just started for one of our users on Monday. I've updated Office, Windows, and Quickbooks to no avail. The only workaround I've seen is the switching to Plain Text then back to HTML, that does work, but is cumbersome. Please fix this!!!!