I agree.  This just started happening to me. I have copies of recent emails where I edited the Template Text in Outlook, and the message was delivered with the changes.  Just recently Quickbooks/Outlook will only allow the original template text to be sent regardless of any changes that are made. 

Sometimes I want to use the template for the main text, but I want to add personalization for certain messages.

Please change this back to allow editing of Template Text in Outlook!

I am glad it worked for you :)

The fix no longer works :(

Hey RAL2,

How are you doing :) ? Unfortunately its still working for my users, so I dont have a scenario to work with :(. We are currently on Enterprise v22. What is happening with your users, maybe I can help - is it the same problem scenario as before?

The normal.dot template fix no longer works :(

Hi justanotherITadmin!!

I am good except for the QuirkBooks email issue :)

Hope all is well in your world!

I am using Enterprise V21 and is affecting 4 of my 7 users.

Same issue as before. Email sent though QuickBooks not saving customized emails.

Seems to be occurring since Microsoft update October 26th.

The only temporary solution is to uncheck "Use cached exchange mode to download email" in the account settings.

I have been following the MS community forum regarding this issue. There appears to be a registry key that needs to be deleted but the post doesn't name the key.

So frustrating.

Thank you for reaching out

Can you post the link to the Microsoft thread on this topic?  This just started happening with a number of our users.

Our current workaround is to:

1. Create the new email via QB

2. Delete the body provided by QB if required (in our case, we have our own Outlook signature or template that will be used)

3. Toggle the email format from HTML to Plain Text, then back to HTML (this is the workaround that solves the problem for us)

4. Make changes to the body of the email and send it as normal

Just started having this same problem with 2 users today.   They don't use excahnge so theres no cached exchange options.  Tired the fix of geing into appdate folder and deleting the templates and didn't work.  Tried using a new profile on that work staiton's quickbooks that also doesn't work.

Still overwrites anything you type in and changes it back to the Default template.

Hi there, @SteveMIn. I appreciate you for performing some troubleshooting steps to resolve the issue you're having when emailing using QuickBooks Desktop (QBDT).

Since the issue persists, I suggest contacting our QuickBooks Support Team. They have the tools to pull up your account in a secure environment and can further check on this matter. They can also provide in-depth troubleshooting steps to get this fix and open an investigation ticket if other users are experiencing the same.  

To reach them, here's how:

1. On your QuickBooks account, go to the Help menu at the top.
2. Select QuickBooks Desktop Help. 
3. Choose Contact Us. 
4. Enter the issue or topic in the field box. 
5. Follow the onscreen instructions.

You can also check out this link for more information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

Please let me know if you have other concerns. I'm just around to help. Have a great day.

Microsoft Community link below:

https://answers.microsoft.com/en-us/outlook_com/forum/all/when-sending-emails-from-quickbooks-with-o...

Can confirm this is a complete waste of time. After 2 hours of troubleshooting with agent, agent stated there was an investigation open in February on this issue and Quickbooks has decided once the template is in Outlook it is outside of their control. Quickbooks is pointing at Microsoft, so back to the two vendors pointing fingers at each other. 

The only workarounds that work are Offline Cache Mode or to use webmail.

The normal.dat fix no longer works. Also updating Office to the latest patch does not fix issue either.

Very frustrating.

Hi RAL2,

Sorry for the late reply, buried under projects. I saw the MS thread, thanks for posting that.

The thought behind my previous fix was just this: Outlook uses a default template to send emails. When selecting the Outlook option to mail in QB, QB hands over the emailing process to Outlook/Windows. So I started looking into Outlook templates.
Maybe try this,

• Create a Windows 10 virtual machine, using any virtualisation software (vmware, oracle, azure, aws, free-paid anything)
• Install and configure office with the latest patches (dont configure Outlook)
• Install and configure QB (these steps are to mirror your affected user's setup).
• Install processexplorer (from Microsoft) or similar
• shutdown and take a snapshot of the vm, so you can keep rolling back as needed.

For the troubleshooting part,

+Open process explorer
+ Open quickbooks and a blank email in quickbooks

+ Check processexplorer for all the subprocesses and threads under QB.

+ It might take some googling but you should be able to find the registry entries and file locations for the different subprocesses.

My thought here is that, this should give you a rough visual of how QB is interacting Windows, Office through the steps above, which might help you figuring out the fix.

Also if you setup the vm, you can also try different fixes without having to re-setup the scenario every time.

I understand this is not much help, sorry :( but I am hoping it will help you troubleshoot further.

If I can figure out a solution, I will definitely post it.

Have a great weekend. :)

me, too, exactly the same since the update

i just spent 30 minutes online with a QB helpdesk person and she had no clue what to do about it.

Same for me, a few months ago now.  When we converted to QB Enterprise we thought this wouldn't be a problem any more.  There was a limited time where we thought it was working, but then I received an email back from one of our customers and it had none of my individual edits that I had added.  So frustrating.

We don't want you to have this kind of experience, KRA.

QuickBooks is unable to control that settings if you are making the edits in Outlook. I'd suggest reaching out to Outlook Support Team. What we can do is either set you up for webmail or edit your template in QuickBooks. You can follow the steps and details in these articles:

• Connect your email to QuickBooks Desktop
• Create custom email templates in QuickBooks Desktop

We can also add a new template and make modifications so you can use it when sending invoices and purchase orders to your customers. Here's how:

1. 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
5. Press Save.

If the same thing happens, I'd recommend contacting our Technical Support Team. They'll pull up your account in a secure environment and check why it's using the default text when sending the transactions. Here's how:

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.

Visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

Feel free to update us after contacting our support as I want to make sure this is resolved for you. Just go back to this thread by leaving a comment. Take care always.

I have now spent 2+ hours on the phone with a "technician" in the Philippines who does not listen, does not ask questions, does not seem to understand what this problem is.  I have tried to create a new template by both copying my old body and by completely typing the body and neither of the new templates resolved the problem. The "technician" did send me these instructions: 

Learn what to do if emails aren't using a template you created.

If you created a new email template and sent emails but QuickBooks still uses your old template, don't worry. Here are two ways to apply your new template.

Solution 1: Copy and paste the correct message before sending the email

1. Go to the Edit menu and select Preferences.
2. Select the Send Forms menu and then the Company Preferences tab.
3. Highlight the template you want to use and select Edit.
4. Copy the message body text.
5. Go to the File menu and select Send Forms.
6. Select the email you want to send. Paste the copied text into the body section. Note: If you're using QuickBooks Desktop Enterprise, you select Edit Email first.
7. Select Send Now.

Solution 2: Reset your email later settings

1. Find and open the transaction you want to send.
2. Select to uncheck Email Later box. Then select Save & Close.
3. Reopen the transaction. Select to check the Email Later box. Then select Save & Close.

This puts the transaction back to the email queue. It should now use your new default template.

and Solution 1 worked except that I normally bold type my invoice # in the body and I can't with this procedure.  Also, it normally takes me an average of 5 minutes per invoice to complete my entire process and this will be adding additional time to my process.  When I am processing 200-300 invoices, this is not acceptable.  I only send out about 20 Aging Reports each week and this happens with that as well.

This "technician" continues to state that the problem is because my 2020 desktop version is discontinued when it doesn't sunset until May 31, 2023 and that when I upgrade it MIGHT resolve this problem.  I have been using QB for 26 years and this is not an answer I want to hear.  I might actually have to find a new software for bookkeeping.

This worked for me. Thanks for posting. Anyone having this issue should try this workaround!

Hi again justanotherITadmin!

There is a workaround on the Microsoft Community forum that involves adding a Registry key that has fixed the issue for us.

The key will need to be deleted once a permanent fix is in place.

Thank you for all your help

I still haven't been able to fix mine either ... BUT ... as a temporary fix, if I switch from  HTML to Plain Text or Rich Text (under the Format Text tab) in Outlook, then switch back to HTML, it will remember any changes I made from the default template.

Is it a huge pain in the A to do this on every email?  Yes.  Do I remember to do it all the time? No.  But, it works when I really need it to. 

I would still LOVE to find a permanent fix.

Hello, I am having the same issue now that you had back in 2021.  Did you find a solution?  I'm still looking for the correct answer.

Microsoft just released a fix. Close out of Outlook and reopen.

Yippee!!!!!

Good day, RAL2.

It's good to hear that the issue with sending emails has been resolved.

You may visit our Self-Help page for tips in managing your account.

Let me know if you have other concerns. I'll be here to guide you.