cancel
Showing results for 
Search instead for 
Did you mean: 
RJ4242
Level 2

Invoice email text changed after hitting send on the email

We have a default text set up for emails, but we manually change it to reflect information for that specific customer when sending, for example, a sales invoice PDF.  When we email, the Outlook email window opens with our default text/subject line.  We then edit the text and send the email  When we send, all of the changes we made are discarded and the customer receives the default text from QuickBooks.  This is happening for only 2 out of 9 users.  I have been unable to find a setting to change to stop this from happening (it's probably obvious but I'm overlooking it).  If those same users change the subject line, the recipient receives the email with the edited subject line, so it's only the body of the email that is being affected.  All users are using the same version of Outlook and QuickBooks.  Can someone please point me in the right direction so that I can correct this setting??  Thank you.

Solved
Best answer May 10, 2021

Best Answers
RJ4242
Level 2

Invoice email text changed after hitting send on the email

I worked with support as Leizy suggested.  I was informed that this has become an increasingly problematic issue the past week or so.  Both QB developers and Microsoft engineers are aware of the issue and are working for a resolution.  Until then, there are two workarounds.  I'll add those in the hopes it will help someone else.

1. When the email initially opens in Outlook, save it as a draft.  Close the original email and reopen it from the draft folder.  You can then edit and send the email.

2. Save the attachment from QB to your computer.  Open a new email and enter the address/text, then send.

Both ways work, but IMO option 1 is the easiest/least steps.   

View solution in original post

8 Comments
Rubielyn_J
QuickBooks Team

Invoice email text changed after hitting send on the email

I'm here to help you change the email text on your email in QuickBooks Desktop, @RJ4242.

 

When you create an invoice template, here's how to customize them to control how they look and what information to include.

 

  1. Go to the Lists menu and click Templates.
  2. Choose the type of form you’d like to customize.
  3. From the form, click the Formatting tab then select Manage Templates.
  4. Choose a template to preview, then click OK to edit the template.
  5. Use the basic customization window the Change fonts/text and colors. This section lets you personalize fonts and colors for certain details used in the form, like company name, labels, and data.
  6. When you’re done, select OK.

 

For more info, please see this article for your guide: Use and customize form templates.

 

Additionally, the following guide provides an overview of saving or sending forms, and editing an email in the program: Email sales forms in QuickBooks Desktop.

 

Keep in touch if you have other questions in managing invoices in QuickBooks. I'll get back to you right away. Have a lovely day.

RJ4242
Level 2

Invoice email text changed after hitting send on the email

Thank you for the reply.  We are able to create and edit templates fine.  The templates are generic and we need to change the email to add specific information for the client receiving the invoice.  Maybe the information I found in the 2nd link you provided will help explain.

Email attached documents

If you want to share a file, you can add attachments to your email.

  1. Open the transaction or record with the attachment.
  2. Select the Attachments icon. The attachments window appears.
  3. Select the file you want to email.
  4. Select the Share icon.
  5. Select Mail. QuickBooks creates a draft email message using your default mail client.
  6. Edit the email message, then select Send.

 

Step 6 is edit the email message and Send.  We do that, but as soon as we hit send, the changes/additions we made to the template are removed and the client only receives the generic email without any edits that we made to the message.  Again, this happens to only 2 out of 9 users, so I'm sure it's a setting that I can't find.

LeizylM
QuickBooks Team

Invoice email text changed after hitting send on the email

Hi there,RJ4242. 

 

I hear you and realize the importance that this feature can have on your business. However, since you're experiencing the same problem, I suggest reaching out to our customer support team. This way, one of the representatives will be able to help you rectify the issue. 

 

Here's how:

 

  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.
  5. Choose a way to connect with us: Start a chat or Get a callback.   

For more details about our support availability, refer to this article: Contact Support.     

 

If you have any other questions, please let me know by adding a comment below. I'm always here to help. Have a good one!

RJ4242
Level 2

Invoice email text changed after hitting send on the email

I worked with support as Leizy suggested.  I was informed that this has become an increasingly problematic issue the past week or so.  Both QB developers and Microsoft engineers are aware of the issue and are working for a resolution.  Until then, there are two workarounds.  I'll add those in the hopes it will help someone else.

1. When the email initially opens in Outlook, save it as a draft.  Close the original email and reopen it from the draft folder.  You can then edit and send the email.

2. Save the attachment from QB to your computer.  Open a new email and enter the address/text, then send.

Both ways work, but IMO option 1 is the easiest/least steps.   

View solution in original post

Lani Hart
Level 1

Invoice email text changed after hitting send on the email

We are experiencing THE SAME EXACT ISSUE!! It is super frustrating. It only happens to one specific workstation. 

RJ4242
Level 2

Invoice email text changed after hitting send on the email

I just had it start on another workstation too.  Extremely frustrating & hope they have a fix soon.

RCV
QuickBooks Team
QuickBooks Team

Invoice email text changed after hitting send on the email

This is not the impression we want you to experience when sending an invoice template. Let's perform some steps to get this sorted out, RJ4242.

 

If the same thing happens after performing the solutions provided by my colleagues, we can try opening another company file. This helps us to check if you're having a problem with only one file and not the program itself. Here's how:

  1. In your QuickBooks, go to the File menu at the top left.
  2. Choose Close Company.
  3. In the No Company Open window, click the drop-down arrow in the Open a sample file icon.
  4. Choose a sample file and click on it.

 

Then, try sending an invoice again. To fix common template issues in QuickBooks Desktop, see the Fix common issues when you use and customize templates article. If it works, it's possible the template is damaged. we can delete and re-create the template. Before doing it, please create a backup company file first. Just in case you ever run into problems, we can use your backup to restore your data.

 

If the same something happens, there may be a damaged data on the company file you've been working with. We can run the Rebuild Data tool is built-in to fix any company file data issues. Just follow the steps and detail in the Fix data damage on your QuickBooks Desktop company file article. We can also repair your QuickBooks Desktop to fix any damaged components in the software. 

 

If the problem persists, I'd suggest contacting our Technical Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

 

Feel free to visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

 

Please update us after contacting our support or performing the solutions, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. Take care always. 

RAL2
Level 2

Invoice email text changed after hitting send on the email

Both workarounds mentioned are time consuming.

The workaround that I have found most effective is while the email is open in QB, go to the Format Text Menu and toggle between HTML and Rich Text format and then send. For whatever reason that method seems to send correctly.

As long as you remember to do EVERY time!

Please fix this issue :( 

Need to get in touch?

Contact us
Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up