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RWRobbins
Level 3
posted
Wednesday
last updated ‎September 24, 2025 6:47 AM

No recipient email when using Send Forms

Last week I noticed that suddenly when using the Send Forms function to send out invoices, the primary recipient (or To:) email address was blank - as shown in the screen shot below.  The only thing I have changed recently was a payroll update.  In the past this always worked as expected.  If there is a copy recipient (or Cc:) that address does show up.

This issue only occurs when I have the Preferences for Send Forms set to Outlook.  If I change the setting to Web Mail then the primary recipient email address does appear, but when I hit the 'Send Now' button then I am asked to set up my email - which takes me to the Preferences screen.  If I change the setting to Outlook, then the invoices are actually processed and mailed out.  But when I go back into the Send Forms screen after that, the recipient address is once again blank.  So I am stuck in a loop of having to set the Send Forms preference to Web Mail, change it when I am actually sending out invoices, and then change it back to Web Mail afterward.

Is anyone else experiencing this after the recent payroll update or after some other type of software update?

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2 Comments 2
Candice C
QuickBooks Team
QuickBooks Team
Wednesday

No recipient email when using Send Forms

Good morning, @RWRobbins. 

 

It's great to see you back in the Community! 

 

Let's try using the QuickBooks Tool Hub to help resolve this issue. Use this guide below to download, install, and use the Tool Hub: 

 

Fix common problems and errors with the QuickBooks Desktop Tool Hub

 

The hub is a launchpad for the tools you'll use to fix your issue. Each tab has a set of tools to help with different types of problems. 

 

In the end, if the issue persists, I recommend contacting our Customer Support Team so they can escalate the issue further for you. Here's how: 

 

  1. Go to the Help menu. 
  2. Press the QuickBooks Desktop Help option. 
  3. Tap the Contact Us button. 
  4. Enter your question and hit Let's talk. 
  5. Scroll down and choose to Get a callback. 

 

Please keep us updated on how it goes. We want to ensure that you get this handled as soon as possible. Have a great day! 

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RWRobbins
Level 3
yesterday

No recipient email when using Send Forms

Just another as-expected answer from a QuickBooks employee.  If you don't actually know the answer then it is best to not answer at all.

Reply Join the conversation
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