Invoices not being received

Hi there, @adjWWPC.

I want to ensure this matter is addressed timely so your customer are able to receive invoices in QuickBooks Online.

Currently, we have an ongoing issue where customers, like you, have been having problems with invoices not being received by customers after sending them. Rest assured our engineering team is aware and they've been all hands on deck working to fix this as soon as possible.

While we are unable to provide the exact turnaround time as to when such a problem is fixed, let's consider saving the invoices in question as PDF files and manually sending them using your personal email address outside of QuickBooks.

However, I assure you that all the updates will be sent via the email address we have on file. Therefore, I recommend contacting our Customer Care Support so you'll be added to the list of affected users. To do so:

1. Go to Help.
2. Select Search.
3. Click Contact Us.
4. Enter Invoices sent to customers not being received in the What can we help you with? text area.
5. Select Continue.
6. Click Start a chat or Have us call you to connect with our team online.

For now, I'm including this reference so you're able to use all the features and functions of QuickBooks: Help Articles in QuickBooks Online. You're able to read subtopics that will describe how a feature is used and how to accomplish tasks related to its functions.

We appreciate your patience as we're working on this matter. Please let me know in the comments below if you have any other questions aside from working with your invoices and sales transactions in QuickBooks. I'll be here to lend a helping hand.

I’m having the same problem with invoices I am sending not being received but I am also having a problem with the chat not working so I’m unable to contact any help. Please advise 

Hello, JHarpur.

I'm dropping by to help you with the issue when emailing your invoices. 

Did you receive any error messages when sending out those invoices? Additional details would help me narrow down the issue. 

In the meantime, I'll lay down some solutions to help you with the issue when sending out invoices. 

Does this happen to all invoices you initially sent? If not, let's make sure your customers' email addresses are correct. If you need to edit them, let's follow these steps: 

1. Go to Customer & leads, then select Customers.
2. Select and open the customer's profile who didn’t receive the invoice.
3. Click Edit.
4. Check the Email address field, then edit if needed. 
5. Resend the invoice.

If this only happens to some of the invoices, we'll want to clear and re-enter your email address from the company settings. This re-syncs your email addresses with QuickBooks' emailing system. Here's how to do it:

1. Go to the Gear icon, then select Account and settings.
2. Go to Company, then open the Contact info section to edit it.
3. Clear the Company email field, and re-enter your company email address. 
4. Hit Save, then Done.
5. Send a test transaction within QuickBooks to your company email address, and check to see if you received it.

Other solutions can be found here: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

Also, what issue did you encounter when trying to pull up the chat box for our support? I'd appreciate it if you could elaborate on some details about this to ensure we'll be able to assist you with your future concerns. 

Although, we can always contact our phone support instead. When contacting us, make sure to use the Callback option instead of chat. 

We can also troubleshoot any potential browser problems if you prefer to chat with us instead of calling. 

If you need help tracking your cash flow from invoices and sales in the future, I would recommend checking out this article: Track your cash flow in QuickBooks Online. 

I would be more than happy to help you out again if you have more questions about your invoices. Do you have any concerns about other entries, reports, and taxes? Drop the details below, and I'll assist you.