I am really glad it helped you :)

I am also having this issue. Talked with live support. They didn’t have a solution, said someone would follow up. No follow up yet. That was June 30. It is now July 11. And a year after the original post. Anyone have a fix?

Below is the permanent fix that worked for us:

Hello,

I created this account for the sole purpose of posting my solution, as the workarounds are not acceptable solutions on a long term basis. I hope this helps someone:

+ Close Outlook, MS Word and Quickbooks

+ Browse to this location: C:\Users\%username%\AppData\Roaming\Microsoft\Templates (drive letter may be different if your windows is on a different partition)

+ Delete the normal.dotm and normalemail.dotm files. (The normal.dotm and normalemail.dotm files will get created automatically the next time you launch Word).

+ Relaunch Word and Outlook. Then relaunch Quickbooks.

+ Send a test email from Quickbooks to yourself (change the email body) - to test the fix.

NOTE: If you use macros in Word, rather than deleting the files, move(cut-paste) the normal.dotm and normalemail.dotm file somewhere else - so you can restore if need be.

Hope this helps!!!!

Thank you SO much!  I've been using QB Desktop since 2018.  This happened a year or two before (cannot remember what I did to fix it then) and started happening again just this morning.  Thank you for this effective fix.  Worked like a charm!

Actually i was able to edit the template until 2 days ago. 

I just tied this and it did not work, Do you have any other ideas  

Hi there, @Awards Team.

I appreciate you performing the shared troubleshooting steps to get this issue fixed. I want to make sure you can send emails with the default template, and I'd like to redirect you to the best support group available to get this addressed right away.

Since the troubleshooting steps didn't work, I recommend contacting our QuickBooks Support Team. This way, they can further check on this matter and provide in-depth troubleshooting steps to get this resolved. They can also open an investigation ticket if other users are experiencing the same. To reach them, you can follow the steps below:

1. Go to the Help icon and select QuickBooks Desktop Help.
2. Click Contact Us.
3. Write your concerns in the description box, then select Continue.
4. Select which one of the support options you'd like to use.

You can also check out this article for another way of reaching out to our support team and its support hours: QuickBooks Desktop Support.

Let me know how the call goes, @Awards Team. I want to ensure this issue is taken care of.

You may want to learn more about connecting email in QuickBooks Desktop. This article will provide further information about it: Connect your email to QuickBooks Desktop.

Have a good one!

My office started have this same issue 9-14-22 and the "solution" (which was offered by Quickbooks and is not a solution but a work around) was to edit the preferences under send forms to Web Mail instead of Outlook.  This caused its own set of problems as Web Mail restricts the data transfer on outgoing emails.  This work around worked for several weeks then on 10-14-22 (ironically one exact month later) we are now having the same issue with Web Mail.  Invoices are created and opened to email in Quickbooks, the template is edited (as we add personal details specific to each customer and their address where work was performed), after edits are done we email the invoices and then when we go in to print that email as confirmation that it was sent, the email is the default template with NONE of our changes.  It seems that Quickbooks does not think this is an issue on their end, but it does not seem to be an issue in Outlook either.  It seems to be some sort of breakdown of communications between Quickbooks & Outlook.  Also, note...this is happening on only one computer in our office and the other one is not having these issues.  We have a shared server where our data & quickbooks is located.   

When I contacted Quickbooks help about this, I was told that the investigation (INV-58175) was closed with a resolution of "use web mail".  So now that BOTH Outlook & Wen Mail are not working, what do I do?

I have tried the above solutions and none worked. Including deleting the normal.dotm & normalmail.dotm files, uninstalling & reinstalling Quickbooks, using the Quickbooks Dr., and restarting the computer. I was unable to try Brendas fix of unchecking "use cached exchange modes to download email to an outlook data file" as this option was no where to be found .  I also did not try the "technical solution" of backing up data, email & email account settings, bookmarks, etc and editing the registry etc.  As I did not feel confident is doing all this. 

Please reopen this investigation and find a solution to this issue.  

I ended up contacting a Quickbooks IT specialist under Help - Find A Local Quickbooks Desktop Expert to Quickbooks.

We tried repairing Microsoft and found that we were then able to do the following:

Create an invoice in Quickbooks, check the box next to Email Later in the toolbar & Save the invoice.

Next you have to navigate to File - Send Forms to select the invoice you are trying to send and edit the body of the template/email.

Then you are able to email select Send Now.

This is another simpler work around to the problem, but it beats what we were doing.  We were emailing the basic template  just to our company email then forwarding the invoice with attachments and edits to the body of the template to the customer after taking out all evidence that we were actually forwarding it.  My It consult suggested I try uninstalling & reinstalling Microsoft, which I did, but it did nothing else to help with this issue. 

I've been working on this issue on and off for over a year. It comes and goes with different users. First, for using Send Later, and then Send Forms. We have seen that customers with certain public domain names like wi.rr.com, hotmail.com, yahoo.com can't open the estimate attachment. But, when sent directly from the estimate, then they can open the attachment. So while it's a great idea AAActive, it's not the permanent solution either, but neither is mine below.  

Another way I found was to Email from the Estimate and then hit the SAVE button in Outlook, which will save it the DRAFTs folder. Then go to DRAFTS, open the email, make the changes, and then hit send.

I think there is an issue with the SEND handshake between QB and Outlook. After an email is sent in Outlook from QB, QB responds back that the email has been sent (many people may have the notice turned off). I think it's in here that the email gets changed back. 

I believe this all started with MS and QB updates. I have 30 users on 3 different versions of Outlook, it doesn't matter which one they are on. It is very random. All users have the same updates also. I don't think we should have to jump through these hoops either. Intuit needs to go back to the Desktop and fix these issues instead of focusing on their Online, Self Employed, etc. If you're on Enterprise, for a 30 user license, we pay $8000/yr. 

Hi Falcongirl2u:

I am disappointed to hear that QuickBooks has not fixed this issue!!

Our solution, although another member stated this did not work for her, was posted previously:

I hear you, @AA Active.

I've seen you've exerted effort in explaining the situation of your email services account in QuickBooks and how you wish to use its function smoothly. I would also agree your experience with the delivery of communication lacks quality, given how you manage to simplify the goal you wish to accomplish in this interaction.

I made arrangements to take a look at this as we speak to ensure our development team can discuss this matter and investigate as necessary.

Thank you for your patience as we're working on this. Take care always!

This did not work for us.  We are still dealing with this problem.  To me this is typical of Quickbooks. The devil is in the details and that always seems to be an issue with them.  

The work around that we are currently doing and so far is the easiest is to:

click on email invoice (quote, statement, ect) and when the email pulls up for editing in outlook just save and close it.  Then go into Outlook and open the draft and do the necessary edits and changes and then send.  This seems to be working for my office. Of course you should test it to make sure it works for you since some solutions work for some users and not others.

It is by far the simplest work around solution that we have found to date.   

I do hope this gets a resolution in the future, but I am just grateful we have something that works for now.  

Good Luck! 

After hours of troubleshooting, I isolating this issue to the user profile. After recreating the user account, the issue was resolved.

This simple workaround works for me:

1. In the Outlook new message window click on the "Format Text" menu. Select "Aa Rich Text".

2. Click "Aa HTML", it will revert back to the original format.

3. Now you can edit the email and send. The sent email will keep the new edits.

That's not true! I can do it on all but three computer! I'm using Enterprise Desktop.

---

@MaryLandT wrote:

Thank you for keeping us an update bout 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!

---

The affected users work on the other computers. Their computers are the issue, even with a clean install of Enterprise 2023. Admin doesn't work on the affected computers either. So, I don't think it's the users or the database. 

The only fix that worked is turning the Outlook cached emails to off. This is not acceptable Intuit!

Maybe a Class Action Lawsuit would fix it! It's been going on for 2 years and that is not acceptable when we are forced to pay a subscription of $7,000 per year!

This is happening to only my machine no other users are having this issue. Your message was helpful. Nothing is resolving the problem. I have called QBE tech support two times yesterday for about 1.5 hrs without any resolution whatsoever. Their techs aren't capable of troubleshooting at all. It is beyond frustrating and I need to get this fixed ASAP. I have done everything suggested and nothing works. Any suggestions for me-we use QBE 22 Desktop version. Thank you very much in advance.

Hi there, Maggie1964.

I appreciate you sharing more details about what you've experienced. I've got the steps you can perform to fix the issue. 

Since this is affecting your machine, there's a possibility that your user credentials are damaged. Let's use a different QuickBooks user by opening your company file. 

To do this, you'll simply set up a new user. Here's how:

1. Go to Company, choose Set Up Users and Passwords, then select Set Up Users.
2. For Enterprise users: Go to the Company menu, select Users,  then Set Up Users and Roles.
3. Select Add User..., type the username and password then select Next. Please don't use the damaged user name.
4. Customize the user as necessary, then click Finish.
5. Go to File, then select Close Company/Logoff.
6. Log in to the company file using the new login credential.

If the new user works, then delete the user you're having problems with and create it again. If the new user doesn’t fix this, you can create a new Windows Admin.

For Windows 10 and newer:

1. Click Start, then select Settings.
2. Select Account, then Family & other users.
3. Under Other Users, select Add someone else to this PC.
4. Click I don't have this person's sign-in information, then Add a user without a Microsoft account.
5. Enter the name of the new account, then Finish.
6. It's recommended to assign a password to the new account to ensure security.
7. Select the newly created account, then choose Account Type.
8. Choose Administrator, then OK.

For Windows Server 2012 and newer:

Please consult your IT professional before following the steps in this section.

1. Open Server Manager.
2. Select Tools then select Computer Management.
3. Expand Local Users and Groups, then select Groups.
4. Double-click the Administrator Groups to open the Administrator Properties window.
5. Click Add.
6. From the Select Users, Computers, Service Accounts, or Groups window, enter the account you want to add to the local admin groups. 
7. Click OK.

After you set up the new admin log out and back into Windows, then open QuickBooks. If you don't see the error then your original Windows user either doesn't have enough access or is damaged. You'll need to reach out to your IT person to get help repairing or replacing your Windows user.

If none of the steps above works, I'll let you contact our QuickBooks Desktop Team. I know you've already contacted them. However, they can review your recent case and create a case and forward it t our Product Team for further investigation.

I'm leaving this article for other troubleshooting solutions you can try: Fix data damage on your QuickBooks Desktop company file.

Let me know how the contact goes by commenting below. I'll be right here whenever you have additional questions.

I am having the same issue.  I tried to add myself to the list of affected users as per the recommendation in this thread.  The person I chatted with told me that Outlook will not longer be used and that the issue is with Outlook and they can't help me and that our only option is to use webmail.  I hope that is not the case as we use Outlook for tracking responses to these email messages and for other reasons as may professional businesses do.  NOT HAPPY!!!

It is absurd that QBs has not addressed this (they also have other issues since the last update - like creating check #s that have to removed manually for every payroll direct deposit and tax payment since they do not involved physical checks).  This issue with emails occurs only periodically, but leads to embarassment when your client receives a form/template message and not their personal one.

This solution (closing/saving the email and editing it before sending) is the only one that works for us, so thanks for the suggestion.

THIS in combination with removing cached exchange mode worked for me. I created this account just to thank you, justanotherITadmin.

Working with QB support on this has been a nightmare.