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.

Hello there, @bookielearner.

I appreciate you joining this thread concerning changing the customer-facing email address to receive estimate notifications in QuickBooks Online (QBO).

Currently, there are changes rolled out to some QuickBooks account interfaces in managing your company information. The steps and video shared by my colleague above apply to customers using the old interface.

Moreover, to help you change your customer-facing email, can you confirm if you're seeing the same interface shared below?

If so, scroll to the Contact Info section and click Edit beside the Customer email. From there, you can enter the email that customers can contact you and show on the sales form.

Otherwise, can you provide a snapshot of your interface when editing company information? This will help us determine the appropriate steps we can take in resolving your concern.

Furthermore, you can refer to the steps outlined in this article once you decide to convert the customer's estimate to an invoice: Convert an estimate into an invoice in QuickBooks Online.

I'll keep this thread open if you require additional assistance with managing company information, @bookielearner. I'm always around to lend a hand for help. Have a good one!

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.