No longer receiving email notifications of client invoice payments

I appreciate you adding the details of your concern, @komatthew.

I can see how the inability to receive a notification when the customer pays their invoices prevents you from tracking your transactions seamlessly. With this, I'll share some troubleshooting steps to help you resolve this matter.

After any transactions, you'll be expected to receive an email notification within an hour. If you haven't received any, the reason for this are the following:

• Notifications have been directed to your Junk or Spam folder.
• Utilizing a custom email domain (example: johndoe@mycompany.com) or an email client (Outlook, Exchange, AOL, Thunderbird, etc.).
• Email addresses used by QuickBooks Payments were blocked by your internet service provider.

To ensure you receive email notifications for your transactions, let's go to your Spam and Junk folder from your email. Then, move them to your Inbox.

However, if the notification wasn't in your folders, let's add these QuickBooks Payment contacts and send an email to any of them so it will be recognized as a friendly contact by your internet service or domain provider:

• BusinessServices@intuit.com
• Payments@intuit.com
• Notification@email.merchantcenter.intuit.com
• PaymentNotification@email.paymentsolutions.intuit.com
• ReplyTo@QBDT.intuit.com
• do_not_reply@intuit.com
• quickbooks@notification.intuit.com

If the issue persists, contact your IT person or domain provider to turn off the Sender ID filtering that prevents you from receiving important notifications from QuickBooks.

On the other hand, you might want to review this article to have an overview of how long it takes for the funds to be deposited in your bank account after you process them: Find out when QuickBooks Payments deposits customer payments.

Feel free to click the Reply button to update us here in the thread for more questions or clarifications about receiving email notifications or other related concerns in QuickBooks Online. We're always willing to help.

Hi,

I followed all the steps, i.e. adding the emails to my contacts, checking spam folder, and checking with IT (ID Filtering is apparently not turned on). Its still not resolved (payment notifications are still not receiving). What else can I try? Is there a way to change the email to where the notifications are being sent? Without changing the company email on the invoices?

Thanks

Matt

We appreciate you getting back here in the thread, @komatthew. We'll point you in the right direction to get this sorted out right away and have your notifications flowing into your QuickBooks Online (QBO).

Before anything else, please know we recognize the urgency of this matter and that this isn't the experience we want you to have. We recommend contacting our Customer Care Team so they can access your account in a secure environment and conduct further investigation to determine the root cause of the problem. We'll write down the steps to get you going:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

For more information, please see this page: QuickBooks Online Support.

Additionally, here are some articles to help you create personalized sales forms, and keep track of your invoices inside QBO:

• Customize invoices, estimates, and sales receipts in QuickBooks Online.
• Run reports in QuickBooks Online.

Please don't hesitate to let us know how it goes, @komatthew. We'll do everything to help you get through this and receive notifications related to your QuickBooks transactions. Keep safe. 

Instead of making us go through all the steps you're recommending above (which don't resolve the problem), why don't you tell us for sure if payment notifications have been discontinued or not. I just had a 30 minute support call with an Intuit rep and he was not able to find where the option to turn on the payment notifications. You just made me waste 1.5 hours of valuable time when you could have just admitted that payment notifications are not working anymore.

Hopefully you are going to get this fixed and reactivated. It makes it really hard to keep my records on payments and make certain they are posting correctly. Then there is is the guessing game while performing my reconciliations each month.

I can see how essential it is to receive email notifications when customers pay their invoices to keep track of related transactions in QuickBooks Online, ABC Ext. Allow me to discuss this matter thoroughly.

Beforehand, have you tried performing the troubleshooting steps above? If not yet, I recommend following them to resolve issues when you're not receiving email notifications for online invoice payments.

However, you can contact our customer support team to report this matter if the issue persists. They have all the tools available to assist you thoroughly and provide the most appropriate resolution or workaround to get you back to business.

Here's how:

1. Log in to your QuickBooks Online company.
2. On the upper right corner of your screen, click on Help (?).
3. Select or type Contact Us.
4. Start entering your concern, then select Let's talk.
5. Choose Start a chat to connect with a support expert.

On the other hand, you can enable automatic matching to let QuickBooks automatically match bank deposits to payment transactions. This helps avoid mistakes when posting transactions.

Moreover, you can directly check the payment transactions from the Merchant Service Center to keep payment records seamlessly and ensure transactions are posted correctly. You can also pull up your QuickBooks Payments statements for additional reference and avoid guessing which transaction is which during the reconciliation process.

Furthermore, you can scan through this material if you encounter issues with the beginning balance when reconciling the succeeding months: Fix issues for accounts you've reconciled in the past in QuickBooks Online.

We're all ears in the Community for questions or clarifications when dealing with invoice payments in QuickBooks Online. You can add a reply to this post to update us in the forum.

I see I am not the only one experiencing this issue. Our payment notification emails stopped on 10th May 2024.(7 weeks ago).

Despite an open case with tech support it still has not been resolved.

Hi Deanne,

Thanks for posting in the Community!

I understand how vital to be able to receive email notification when customer pays invoices through PayPal. I can see the support case has been escalated to our T3 support for investigation. Also, I can see the representative tried to contact you via email asking for more information. Kindly send a reply to the email so our team can continue with the investigation in placed. 

If you need further help, I recommend contacting back our Customer Care Team. That way, our care agents can ask the missing information from you in a secure form.

You can reply to this post if you have further concerns with your QuickBooks Online. 

@komatthew @Sunny5555 @ABC Ext @Dee76 You can use Fazeshift to get email notifications of invoice payments, it integrates directly with Quickbooks. They are giving away free months while Quickbooks (hopefully) resolves this problem. Email [email address removed] or fill out their form on [removed]

I am having the same issue...nothing has changed except I no longer get notification from QB. There are no emails...so they are not in my spam or junk or inbox. I also do not receive any notification when another customer pays through his QB online account...until the payment shows up in my bank feed as a bill pay

I also am not able to receive the emails from one of my customers on QBO (I am on desktop) when he pays me...and I agree...if they removed that feature, just say they removed it. It was a customer service to post their payment and not continue to bill them after they had paid because I was not notified...

I recognize the importance of being able to notify you of your invoice payments via email, @cjapeacock.

I'm here to point you in the right direction for support to help you fix this issue.

With regards to this, you'll want to review the setup of your merchant account. It requires opening your account, which we're unable to do here in the QuickBooks Community for security reasons.

I recommend contacting our Payments Support Team for further assistance. They have tools to check your account further to identify the root cause and find a possible resolution.

Here's how you can contact them:

1. From the Search tab, click Contact Us.
2. Enter your question and select Continue.
3. Review and choose from the following: Have us call you and Chat with us.

Otherwise, you can also seek help from your IT contact or domain provider for further assistance. Includes turning off sender ID filtering.

To help you manage your account and notifications for QuickBooks Payments, you can read these articles:

• Can't receive email from QuickBooks Payments
• Update business and account info for QuickBooks Payments

Feel free to comment below if you have any further queries about payments. We're always here to help.

I stopped receiving the invoice payment email notifications on July 6. On August 7, I spent one hour on the phone with support, but there was no solution to the problem. I was told that I would get a follow-up phone call with a software engineer the next day. On August 8, I spent another hour and a half with a Merchant support software team member, and they could not figure out the issue. It seemed to me that the support software team's product knowledge was limited. I would guess the feature is broken or was removed.