When a customer accepts an estimate, we get an email notification, but it goes to the wrong email address. How do I change what email the notification goes to?

It's important to ensure that notifications from QuickBooks, such as customer acceptances of estimates, go to the correct email address. I'm here to guide you through updating the email settings, Sarah.

To change where you'll receive your QuickBooks notifications, such as Accepted Estimates, we can go to Accounts and Settings and update your customer-facing email address:

1. Hover to the Gear ⚙ icon, then click Accounts and Settings.
2. Choose Company, then locate the Company Info field.
3. Click the pencil icon to edit it.
4. Choose either:
   • Tick the Same as the company email box, then an email address where QuickBooks can contact you and where your customer can contact you (receive sales notifications)
   • Uncheck it to separate your company email from your customer-facing email, then enter your desired email address.
     

      

Before proceeding to the steps above, please know that you will not only receive accepted estimates in the email you've entered but all of your sales form's notifications.

Once done, you might want to check out these articles to learn how to manage your settings and turn on features or how to personalize and add specific info to your sales form:

• Edit company settings in QuickBooks Online
• Customize invoices, estimates, and sales receipts in QuickBooks Online

Moreover, did you know that you can schedule a free consultation with our QuickBooks Live Expert Assisted? They can provide you with tailored advice and step-by-step guidance on how to manage your QuickBooks Online Account, ensuring that all critical communications are directed to the correct email, helping you maintain seamless business operations.

By following these steps, you should be able to redirect where your email notifications for estimate acceptances are sent. If you need any more help with this setting or anything else, please feel free to reach out. I'm here to assist, Sarah.

Please clarify your response. Should the company email or the customer-facing email be the one that the estimate acceptance notifications are going to? Your response makes it sound like it should be going to the email address in the customer-facing email, but that is not what is happening. The email address that we have listed in the customer-facing email field is the one I would like it to go to. Do I have to change where all email notifications go in order to just get estimate notifications to go to a different address?

Hi Sarah, thanks for clarifying! You're absolutely right, estimate acceptance notifications should be going to the email address in the "Customer-facing email" field. It sounds like something might not be working as expected.

Let's try a couple of things to get this sorted out:

1. Double-check the "Customer-facing email" address: Just to be sure, confirm that the email address in that field is accurate and the one you want the notifications to go to. Sometimes a small typo can cause issues.
2. Check your spam/junk folder: Is it possible the notifications are ending up there?
3. Test with a new estimate: Create a test estimate and send it to yourself. Accept it as if you were the customer and see where the notification lands. This will help us pinpoint if the problem is with a specific estimate or with the setting in general.

If you're still having trouble after trying these steps, it might be a good idea to reach out to our QuickBooks Support Team directly. They have the tools to investigate further and can help troubleshoot any technical glitches. You can reach them through the 'Help' menu in QuickBooks Online.

Keep us updated on how it goes! We're here to help.

I am actually not seeing any of that. the edit icon next to company info is not there for me. I have an edit icon next to each line of the field, but when i click on the edit icon for email i do not even see a company facing option.

I tried the steps you suggested, and it didn't work. The estimate approval notification is still going to the company email address, not the customer facing email address.

And now it has the wrong email address at the bottom of the email to the customer saying they approved the estimate. It has the company email, when it should have the customer facing email.

Hi, Sarah. Thank you for your patience and proactiveness in addressing the notification issue you've been experiencing.

Our dedicated product team has identified that this is part of a broader issue affecting multiple users, and an ongoing investigation (INV-108542) is actively underway. Although we do not have a specific update to report at this moment, but rest assured that your case is considered a priority.

However, to ensure you receive all the latest updates directly, we recommend that you get in touch with our support team to have your account listed among the affected users. This will enable you to receive timely notifications about the progress and resolution of this issue. Here’s how you can reach out to our support team:

1. Select Help.
2. Click the Search tab.
3. At the bottom, you'll find Contact Us.

Once the issue is resolved, you'll find this guide helpful for converting an estimate directly into an invoice. 

We are committed to being transparent throughout the process while providing you with continual support. That said, please know that we remain actively available in this thread if you need further assistance with your sales forms or any other inquiries. Take care. 

Scott K here,

We have identified this as a serious issue 15 months ago. and like clockwork every month we get an alert email from Intuit saying this issue is known, not fixed yet and there is no estimated date for the resolution.

The fix is simple: 

1. The email sent from QBO with the "Estimate" to the customer asking for their approval has an embeded "review and Approval button" 

2. When the client clicks on the "Approve" button the "Intuite site code is set to send the response to the "company email" and should be changed to "client-facing email"

Simple, not rocket science, not hard, It is just Intuite does not have the will nor the inclanation to fix this simple frustrating issue.

Our customer service team uses the client-facing email address to drive top line sales, deliver great customer service, and the revenue generated pays intuit and enables intuit to pay its staff and engineers.

Scott K

Montclair, NJ

They don't seem to care that they have put out a subpar product that their customers dislike. Instead of making improvements, they're happy to just take our money without addressing the many problems in QBO. It's a lot of money to spend for a crappy product. They're going to lose customers if they don't make improvements pretty quickly.

Has this been resolved? And my screen and options look nothing like what anyone has posted or talked about. No where in accounts and settings does it have "customer facing email". I had a customer accept an estimate and I didn't get the notification. Found this thread and went through ALL the directions. My options are not the same as what is being described.

Thank you for reaching out to the Community space, @Natasha81. Not being able to find the options described in the previous posts can sometimes disrupt workflows. Together, we'll find the settings you need and resolve the notification issue.

To begin, QuickBooks Online (QBO) recently underwent a significant update, which has changed many aspects of the user interface, including the location and appearance of various features and buttons. It is why your screen and options appear differently from what was previously described.

Moreover, to sort out the issue of not receiving notifications when a customer accepts an estimate. Let's update your customer-facing/outgoing email address.

Here's how:

1. Click the Gear icon in the upper right corner of your QBO screen.
2. Tap the Account and Settings option.
3. Scroll down to the Customer contact info section.
4. Select Edit to the right of the Customer email section.
5. Enter your preferred email address.
6. Hit Save, then Done to save your changes.

After making these changes, create a new Estimate to verify that the email address on the form has been updated correctly. If the new email appears on it, it confirms that this is the email address your customers will use to communicate with you regarding estimates.

I hope this helps you navigate the new QuickBooks interface and resolve the notification issue, @Natasha81. If you're still having trouble finding any settings or if the notifications aren't coming through, please don't hesitate to post here again. I'm here to ensure you can effectively manage your estimates and stay connected with your customers.

We have done this and it still seems to be using the company email.

I know it's challenging when a solution doesn't work as expected, especially after you've taken the time to follow the steps, Donna.

Since the recommended steps did not resolve the issue, it's best to contact our Live Support team directly. They can take a closer look at your account securely to identify the cause and help you resolve it as quickly as possible. 

Here's how to contact us:

1. In the top-right corner of the screen, click the (?) Help icon.
2. In the Search bar, type a brief description of your issue.
3. Click the Contact Us button.
4. The system will then present your contact options. You can choose to Chat with us or Have us call you.

If there’s anything else you’d like to ask, add it in the comments, and we’ll assist.