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gerdgoebel
April 20, 2022
Question

Setup e-mail via MS Exchange does not show correct sending e-mail address

  • April 20, 2022
  • 1 reply
  • 85 views

I am using QBD 2020 Prem 30.0.4013.0

I setup e-mail to send my various documents to customers and vendors. We use MS Exchange as our e-mail server hosted by MS.

 

I found this article about how to setup Webmail but ran into several problems.

 

https://quickbooks.intuit.com/learn-support/en-us/help-article/account-management/connect-email-quickbooks-desktop/L00d2EZek_US_en_US

 

In preferences I selected Send Forms -> Web Mail. Selected Add, entered my [email address removed] e-mail address, chose Outlook/Hotmail/Live as the e-mail provider. Clicked OK. I got a logon screen to my MS account, entered my password, clicked Sign in. 

The problem is that I get back to the Email setup screen, but now my e-mail address has been replaced by [email address removed], which unfortunately is also used as the sending e-mail address.

 

And after receiving my test e-mail I also see this e-mail id as the sender, instead of our [email address removed] e-mail address.

What am I doing wrong? I sure would like my customers and vendors to see my real e-mail address instead of the above substitute.

 

1 reply

G
gerdgoebelAuthor
April 20, 2022

this is how the sender looks like on my PC

 

MariaSoledadG
MariaSoledadGQuickBooks Team
QuickBooks Team
April 20, 2022

It seems this is quite an odd behavior while you're doing the right thing. Let's perform an update to make sure this fixes the issue, gerdgoebel.

 

Sometimes, you may experience a different kind of behavior in QuickBooks Desktop. You'll want to update QuickBooks to the latest release to resolve this.  Then, reconfigure your email address.

  1. From the Edit menu, choose Preferences and select Send Forms.
  2. Under the My Preferences tab, tick the Web mail radio button and click Add.
  3. Fill out the Add Email Info screen and click OK.
  4. Click OK to save the Preference.

 

If you're referring to QuickBook's E-mail, you'll have to go to the Company Information page and update the information from there. Here's how:

 

  1. Go to Company at the top menu bar, then select My Company.
  2. Click on the Pencil icon, then choose Contact Information on the left panel.
  3. Go to the E-mail section, then enter the new address.
  4. Click on OK.

 

However, if it's still showing an incorrect email address, just let me know so we can take a look at it again. Also, a screenshot is much more appreciated since I couldn't open the one that you just attached earlier. Furthermore, learn how to update your email address so you can retrieve your login credentials. Go through this article for more details: Update The Email Address You Use For QuickBooks Desktop.

 

Drop a comment below if you have any concerns about your email address. Remember, we're here to help you all the time. Stay safe!

G
gerdgoebelAuthor
April 27, 2022

I appreciate your time and effort in trying to perform the suggested steps by my colleagues above, @ gerdgoebel. I’m here to point you in the right path so we can resolve your email issue.

 

Since you're still getting the same result after updating and toggling your preferences in your QuickBooks account, I’d recommend contacting our Customer Care Team. They can pull up your account in a secure environment and further investigate this behavior.

 

Here's how:

 

  1. Go to the Help menu, then select QuickBooks Desktop Help.
  2. Select Contact Us.
  3. Give a brief description of your issue, then select Let's talk and then choose a way to connect.

 

You can read through this article to learn how the email address you’ve linked with QuickBooks can be used with receiving notifications and retrieving credentials: Update the email address you use for QuickBooks Desktop.

 

Feel free to visit this article to learn how you personalize the templates and its context: Use and customize form templates.

 

Let me know if there's anything else I can help you with setting up your email or any other QuickBooks related concerns. I’d be glad to help you out. Take care.


I tried what you suggested, but what a surprise, because I only have a prem version but not a plus subscription there is not help!!!

The support rep mentioned company policies, still tried to help, forwarded 2 e-mails, but the additional surprise was all he forwarded where some articles and suggestions that I already got from the QB community.

What a disappointment. 

 

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