Emails send with default template regardless of changes

Thank you for the reply. Quickbooks does send the email through Outlook but the issue is that the body of the email is always the default template. My user sent me a test where he deleted all of the default text but I received an email with the default template text in it.

Thank you for keeping us updated about the email template, Creegz.

In QuickBooks Desktop, you're unable to edit the email message to an existing invoice template. 

You'll have to 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.

Just in case you'll want to personalize your invoice, you can check out this article for the detailed steps and information: Use and customize form templates.

Please keep me posted for all of your QuickBooks needs, I'm always glad to help send your emails to customers. Take care and stay safe!

We are having the same issue with the Email edits done in the Outlook screen not saving once sent.  This is after the most recent Quickbooks update, and is only happening for one user.  Is this related to the latest update from QB Enterprise Desktop?

Thanks for joining the thread, @EnterpriseDesktopUser1.

Usually, this error occurs when your data is damaged or corrupted. We can run the Verify/Rebuild tool utility to detect the data damage. 

Here's how:

1. Go to the File menu, then hover over Utilities.

2. Select Rebuild Data.

3. On the QuickBooks Information window, select OK. Follow the onscreen steps to save a backup.

4. Let the tool repair your file. It may take some time. QuickBooks may seem stuck, but as long as you can move your mouse, the tool is working.

5. When the tool finishes, select OK.

6. Go to the File menu, and then hover over Utilities.

7. Select Verify Data.

8. Let the tool check your file for data issues.

If QuickBooks doesn't find any problems, select OK. However, if QuickBooks finds an issue with your company file, click Rebuild Now.

Also, make sure QuickBooks has its latest release. This is to ensure that everything is up to date.

You can check out these recommended articles for more details:

• Set up an email service.
• Error: Could not connect to the email server.

Should you need more help with sending invoices via email, please let me know. I'm more than willing to lend a hand.

Thank you for the response.  NOTE  I have actually followed instructions from this post: https://quickbooks.intuit.com/learn-support/en-us/install/quickbooks-pro-desktop-missing-outlook-opt...

This is only occurring with ONE user, and ONE workstation on the network.  Data file should not be an issue as the problem is not occurring for ALL users.

I have uninstalled QB and Office 365.  Also, used the Quickbooks Tool to troubleshoot.  

The issue of the message in Outlook being sent from QB without edits made being saved in the Outlook Message.  Appears to be an issue with the Outlook and QB integration. 

Please provide ALL steps for a CLEAN Re-install of QB Desktop Enterprise 2021. 

Thank you

Hello @EnterpriseDesktopUser1,

Let me walk you through the steps on how you can re-install QuickBooks Desktop Enterprise.

To begin with, you'll have to prepare your product and license information handy before following the steps below:

1. Open the QuickBooks installation file (QuickBooks.exe).
2. Accept the license agreement.
3. Enter your product and license numbers.
4. Select Customer and Network Options.
5. Choose the best option describing how you wanted to use QuickBooks.
6. Click Change the install location.
7. On the Browse selection, choose the network folder used by your workstation.
8. Select Next.
9. Click Install.

In addition, here's an article you can read to learn more about how you can install QuickBooks: Install QuickBooks Desktop.

Lastly, I've also included this reference helpful for the steps in activating your newly installed software: How to register QuickBooks Desktop?

Let me know if you need clarification about this, or there's anything else I can do for you. I'll be standing by for your response. Have a great day.

I'm having the exact same issue with QuickBooks Pro 2021.  I was always able to edit the default email template before I clicked on send, and it would save the changes.  Now it saves nothing.  I have to go to my Outlook outbox, reopen the email and make the changes there, which is quite time-consuming.  I never had this problem before, so it must be a recent update.  I'm running the most recent update.  I also did the rebuild and verify procedures, and there was no problem found in my data.  

I appreciate all the efforts you've exhausted just to get this working, lbulmer.

Currently, we have an open investigation about this email issue. Rest assured, our engineers are actively working to get this rectified as soon as possible. 

For now, I'd recommend getting in touch with our Customer Care Team so your account details will be added to the list of affected users. Here's how to connect with us:

1. Open QuickBooks.
2. Go to the Help menu, then select QuickBooks Desktop Help.
3. Enter any keyword, then press Enter.
4. Click Contact Us at the bottom.
5. Enter "Changes in the body of the email when sending through Outlook in Quickbooks Desktop is not reflecting in the received email." in the description box.
6. Select Let's talk or Continue, then choose Start a chat or Get a callback.

Once you're in, please provide this investigation number to our representative for a faster transaction: INV-58175.

In the meantime, you'll want to consider setting up webmail in QuickBooks company. You can utilize this option in sending the transactions that require a manual edit prior to emailing.

I'm also adding these articles to help resolve common template issues in QBDT:

• Fix custom email template issues
• Fix issues when you use and customize templates

Don't hesitate to visit us again here if you have any other concerns or follow-up questions. The Community always has your back.

I noticed that my QuickBooks will not include my signature or edits from outlook emails when I email from QB.  I checked back in my sent mail and found that it started 4/20/2021.  I tired to make a new profile on QB and still not working.   I even tried changing QB to email through Gmail instead of outlook and that did not work either. 

I checked two other profiles on our QB and looked at their outgoing emails from QB and they are working fine, keeping the signature and body edits. We even did a restore backup of the program files to before 4/20/2021 and this did not resolve the issue.  

This is the exact issue I am experiencing. It only affects one user at this time in my environment. I haven't been able to figure out what the root cause is yet.

I tried to connect my email through Gmail instead of the outlook and it still was not saving my edits or signature.  So it is not just outlook.  Gmail or Gsuite as well.  

Webmail option is also giving us the same issues.  it will not send the body edits or signature from Gmail accounts.  

Thanks for joining the thread, XTNAA.

We appreciate your time and effort in trying to resolve the issue on your end.

Currently, our engineers are still actively working to get this sort out soon as possible. 

In the meantime, I suggest reaching out to our Customer Support Team to add you as one of the affected users. Here's how to contact us:

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.

Once finished, please provide this investigation number to our representative for a faster transaction: INV-58175.

Also, in case you need tips and related articles in the future, visit our QuickBooks Community help website for reference: QBDT Self-help.

Please reach out to me here should you need any additional assistance in sending your email. The Community is here to serve you.

I have submitted all my information to the chat rep Daniel.  I use QB Enterprise desktop.  

We're experiencing the exact same problem.

We're using QB Desktop Premier 2019 R15P. Only one user (of 4) is experiencing this. And it's only occurring when using email relay through Outlook. When using a Gmail account, the problem does not occur, and the user is able to edit the template before sending the email and the edits are retained in the actual email that is sent.

The user has Outlook 2019 (all latest updates installed), on Windows 10 (2004).

Let me provide an additional step to fix the issue, 4Tahoe.

I'm seeing that the template is affected by a certain user. The data of this user could be damage.

You'll want to delete and re-create the access of the user to fix it. You can manage your QuickBooks Desktop account in one place with the Customer Account Maintenance Portal (CAMPs). 

Let me guide you through the steps;

1. Sign in to My Account as the primary contact user.
2. In the Manage your QuickBooks page, select the product or service you would like to manage.
3. At the upper right of the page, check if you're opening the correct account.
4. Scroll down to the Authorized Users section.
5. From the list of contacts, choose the name of the user you need to delete or remove.
6. At the bottom of the user's Contact Info, click Remove User.
   • If the user hasn't taken the action needed in the invitation email, you'll see Cancel Invite.
7. In the confirmation window, hit Remove.
   
   

Once done, you can invite again the user. Please browse this link for instructions: Add, edit, and remove authorized users in My Account (CAMPS).

After that, check again the email set up and navigate the template. If the same issue persists, I recommend contacting our QuickBooks Desktop Live Team. They can create a case to investigate the issue. 

Stay in touch with me on how the contact goes or if you need additional information about this. I'm always right here to help you.

I own an IT company that specializes in QB Enterprise. Most clients are on V20. One of my largest with 30 users, had one user report this happening about 2 weeks ago from today 05/25/21. We ran the Tool Hub, and during the CMD screen it reported that it was unable to find the path to reboot.bat and the issue was not fixed. 

Today, another user at the same company reported the same issue had just started with her. Not all users are experiencing this, so I don't believe it's data corruption of the QB files. This started with a Microsoft Update and a QB update occurring at almost the same time. 

One thing I found is that if you use the webmail, the template text retains it's modified text. Therefore, I believe this is an issue between QB and MS Outlook. The two users are on different versions of Outlook. 

I am also on Enterprise V20, with Outlook 365. This is not happening with the interaction between QB and Outlook, but this needs to get fixed for the people this is happening too. 

The ability to add notes or change the email template on the FLY is very important. I also write personal notes about estimates and invoices so I understand the frustration of my clients this is happening to. Since Intuit "Values my Feedback", I'm going to give them a piece of my mind for blowing this off. 

Why was my post not posted? On 05/25/21 at 9:20 PM CST?

Did anyone receive a fix for this?? I am having the same problem, and it is ONLY happening to 1 user on the network!  Any changes made to an email are NOT saved.  We need to send invoices and add the tracking information, etc. and when typing in the information it is NOT what is actually sent. 

Thanks for chiming in on this thread, jenine.

If you are making the edits in Outlook, then QuickBooks is unable to control that. I recommend reaching out to Outlook Support Team. In the meantime, 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 follow the steps provided by my colleagues MaryLandT since it only affects one user.

Please keep us posted on how it goes. We're always around to help you out until a solution is found. Take care and stay safe!

Again, for all the Quickbook team members chiming in....it is also effecting the webmail feature too!!!!  The edits do not stay saved in the webmail feature.  Outlook is not the only platform that this error is occurring in.  Telling people to use webmail is not the answer.  2 of my profiles and a new profile we made are having this problem.  We tried them all with both outlook and webmail.  

Hello all,

Hopefully this helps some of you.

We found the issue to be something that became corrupt or misconfigured within a Windows user profile.  

To test this we logged into the computer using another account (can be a local or domain account) to create a new user profile, configured Outlook with an email address, and then tested the QB email integration.  It worked like a charm.  

The solution does 'reset' your user profile so you will lose any personalization settings like wallpaper etc.  

I am in no way liable for any missteps you may take while following these instructions.

The solution is a bit technical so make sure you either have the skills to succeed or consult someone who does:

 - Backup your data, email and email account settings, bookmarks, etc - Take the time to make sure you are thorough.

 - Log into the problematic computer with an account that has local admin rights to the computer and that is NOT the account having the email template issue.  

 - Rename the problematic windows profile in c:\users to something like <yourprofilename>.old - don't delete it yet.  We'll keep it just in case you backup was not complete.

 - Edit the registry (I cannot understate how careful you must be on this step) 

   - HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

   - Expand ProfileList and browse until you find the profile having the issue

   - You can backup this key or just delete it

 - Log back into the computer as the user originally having the issue and restore your data.

 - Configure Outlook and test QB email integration.  

Good luck!

Shane.

We are having the same issues - anyone figure out how to fix this?

Thanks for bringing this to our attention, missyclic.

Let's get you to our Live Support Team if you're getting the same results after running the verify and rebuild data utilities, and managing a certain user. Contacting our QuickBooks Desktop Team will help them create a case to investigate the issue.

Here's how to contact them:

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, then choose a way to connect.
    

If you can't get into your product, we can still help. You can Contact Us and we'll get you up and running again.

Also, you can consider contacting your email provider. They may have updated their service, such as turning on the app feature on their security settings. Or if there are other settings you need to enable from their server.

If you're getting an incorrect password error message, please follow the detailed steps in this article to resolve this: QuickBooks Will Not Accept my WebMail Password.

Please let me know if you need more help with this by commenting below. I'm always right here whenever you have follow-up questions with sending emails to customers.