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Level 1

Very Odd Outlook/Quickbooks Email Issue

Ok, I know this may sound odd, but I have never run into anything like this before.

I am configured to use Outlook for email... when I go to send out any document, ie purchase order, sales order, quote, etc... I click on email, the Outlook window pops up with my pre-defined template.

I THEN MAKE CHANGES TO THE customizing the email message with notes, etc... click Send...

All of the changes I made are gone, and when I go to my Sent Items, only the original templated email is what was sent out.

I just noticed this was happening today, so I went back into my Sent Items... this last worked on April 19th.

Up until than, all of my customized email messages were all working perfectly.

PLEASE HELP... this is very odd, and I've never run into anything like it. Thanks in advance.

3 Comments 3
QuickBooks Team

Very Odd Outlook/Quickbooks Email Issue

Let's make sure to fix this odd behavior that you're experiencing when sending an email, ChemTek.


Normally, this happens if you're not using the updated version of your Outlook. You'll want to make sure that you're using a compatible one on your QuickBooks Desktop. Please check the information provided below:

Also, ensure to update QuickBooks to the latest release. However, if you're using a compatible Outlook version and yet you're still getting the same issue, you can run repair Outlook to double-check if this is caused by the application that you're using. You may also want to check out this article for more troubleshooting steps that you can perform: How to fix "Error: QuickBooks is unable to send your email to Outlook".


For your reference, you may also want to set up secure webmail to work with QuickBooks. Here's an article for your guide: Connect your email to QuickBooks Desktop.


Let me know if you need anything else about sending sales forms using Outlook. I'll always be right here to help.

Level 1

Very Odd Outlook/Quickbooks Email Issue


First, thanks for the reply.

We are using Enterprise 20.0 with the latest version of Outlook desktop client and Windows 10.

All software (Quickbooks, Outlook and Windows) all have the latest updates installed, etc.

As I mentioned in the original email... this functionality has worked on this machine for many many years... and just stopped working back in April.

The configuration between Quickbooks/Outlook appears to be working fine.

You click on the Email button... it immediately pops up the Outlook email dialogue box... and if you were to just click Send... all good.

It's only if you edit the email in that Outlook pop up box... make any changes like any other standard email (as we always did)... you click Send... and what's actually sent is the original email... NOT what you edited.

If there are any other details I can provide to help troubleshoot this... please let me know ASAP.


QuickBooks Team

Very Odd Outlook/Quickbooks Email Issue

Thanks for updating the Community about this, ChemTek. I appreciate you performing MariaSoledadG's recommended troubleshooting and providing me with detailed information about what you're experiencing.


Since your emails still aren't sending properly, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.


They can be reached while using QuickBooks.


Here's how:

  1. In the top menu bar, go to Help, then QuickBooks Desktop Help.
  2. Choose Contact Us.
  3. Enter a brief description of your issue in our Ask a question (or tell us what's wrong) field.
  4. Press Continue.
  5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.


Be sure to review their support hours so you'll know when agents are available.


I'll be here to help if there's any questions. Have a lovely day!

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