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.  

As of today, this is still an issue with QB payments. Intuit hasn't adressed the issue or even acknowledged the feature was removed. The support staff on the forums post the same outdated resolution guide to each response.

I acknowledge the relevance of receiving email notifications for customer invoice payments to keep track of your sales transactions seamlessly, nwolcott. I'll route you to the appropriate support for assistance.

Since the issue persists even after performing the troubleshooting steps above, I recommend contacting our payments support team. They can thoroughly dig into this matter with their available tools and expertise to determine the root cause of why you no longer receive invoice payment notifications. Accordingly, they can provide the most appropriate fix or workaround if necessary.

Here's how to connect with them through QuickBooks Online (QBO):

1. Open your QBO company.
2. Click Help (?), then select or enter Contact Us.
3. Provide your concern at the designated field and hit Let's talk.
4. Choose Start a chat to speak with an expert.

Please also take note of their support hours for convenience. Visit this article for more details: Contact Payments Support.

On the other hand, you might want to have a glance at these materials to understand when customer payments are deposited to your account and the corresponding troubleshooting when funds get on hold:

• Find out when QuickBooks Payments deposits customer payments
• Learn about funds on hold in QuickBooks Payments

Do you have other inquiries regarding tracking sales transactions and notifications with QuickBooks Payments? You can tag me on this thread anytime. I'll be around to help.

No it still has not been fixed.

Support comes back and says its fixed and then I advise them that it has not.

They then ask me to send them links of customer invoices that have made payments.

This has been going on for months.

I would suggest that more people lodge a support ticket to get this issue moving.

1. Log in to https://merchantcenter.intuit.com

2. Click on Account

3. Click on Account Profile

4. Click on Contact Information

5. Re-enter your Contact Email even if it is already there.  Best to use the same email address you use for sending invoices.  Best to use small case for your email address.  If you get an error message, call Intuit to change the email for you, or to make sure the email has been re-entered.

THIS FIXED THIS VERY ANNOYING PROBLEM FOR ME.

HOWEVER, THIS ONLY WORKS FOR PAYMENT OF NEW INVOICES SENT OUT AFTER THE ABOVE IS DONE.

I am new to QBO but I was looking for an answer to resolve this problem because I just noticed that this was not happening on my system. I was doing my Invoicing from another online bank and it would do this basic feature. My contact email in my account is not even receiving the notification for a paid invoice let alone my customers!!!

This is absolutely ridiculous!!!

Manually sending these receipts is NOT a work around or an option for any size business!!!!!

IMHO This is considered a basic feature of any system today!!!!!!!!

Your feedback is incredibly important, and we appreciate you bringing this to our attention, Beeb. Let's work together to address this issue and explore the best possible solutions for your needs.

If you're unable to receive customer payment notifications from Intuit, we have a few steps that can help resolve this issue.

Add our service email addresses as safe senders in your email account. This crucial step will ensure you receive all important communications from QuickBooks products.
 

We've compiled a list of support articles for various email providers to guide you through the process of adding QuickBooks to your contact list, address book, safe senders list, or allow list:

• AOL Mail: Manage spam and privacy in AOL Mail
• Apple Mail (Mac): Block or unblock senders in Mail on Mac
• Xfinity Email: Add Email Addresses to Your Email Safe List in Xfinity Email
• Gmail: Gmail marks valid email messages as spam
• Microsoft Outlook: Safe Senders in Outlook.com
• Mozilla Firefox: Add, Manage, and share contacts
• Yahoo Mail: Manage spam and mailing lists in Yahoo Mail

To ensure comprehensive coverage, please add the following email addresses to your contact list:
 

• 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 your email provider isn't listed above, please contact them directly for guidance on adding or unblocking Intuit's service email addresses. They can help evaluate and adjust the security settings for your email profile.

Additionally, I recommend searching for the do_not_reply@intuit.com email address in all your folders, including spam and junk. If you find an email from Intuit, right-click it and select This is not spam or Not Junk to help train your email system.

For additional reference, check out these resources.
 

• Receive important email messages from Intuit
• Can't receive email from QuickBooks Payments

In addition, you can run sales reports in QuickBooks to get helpful insights on the things you buy and sell, and the status of your inventory.

We're committed to ensuring your QuickBooks experience meets your business needs. If you have any further questions about receiving customer payment notifications, please don't hesitate to post again. We're here to support you every step of the way.

About 1 week ago we stopped receiving these emails.  Following all suggestions here on these forums including yours has not fixed the problem.    

I spent 2 hours on phone with tech support and basically they did nothign except blame my email provider (which we have our own email server that I control).   I have whitelisted in every possible way anything from intuit.com.  Other intuit email come right through.

I am 95% sure they just stopped sending the notifications but I can't get any good tech support to help.  

You might try to upgrade your email program.  A couple of weeks ago I was not able to send individual invoices from QuickBooks until I upgraded to Office 365.  Problem fixed.

First and foremost, please know that this is not the experience we aim for you to have while using the program. I understand your concerns and completely appreciate your perspective on the importance of receiving email notifications about your invoice payments in QuickBooks Online.

However, I noticed that you've already posted this question in the community forum and received a reply from one of my colleagues. Therefore, I'd like to share this link with you to guide you on the specific steps needed to address your inquiry: https://quickbooks.intuit.com/learn-support/en-us/payments/re-suddenly-after-16-years-quickbooks-pay...

I've gathered some resources that you can use in the future. They contain information on updating business and account info. Also, what to do if you aren't getting emails from QuickBooks Payments:

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

Please know that the Community space is always open if you have other questions about generating reports in QuickBooks. We'll be sure to help you as soon as possible.