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Anonymous
Not applicable

We are not receiving invoices from our vendors who uses QuickBooks Online.

We are a customer on the receiving end of invoices.  We are not receiving invoices from some or our vendors who use Online QuickBooks.  We use an email address of [removed] for incoming invoices.  We are not receiving them there but if they are sent to me at [removed] I do receive them.  Our IT department has researched this and replied, "The security team has double checked that it is not hitting the server for the VendorInvoices box. We have taken it outside of a Panera team and opened a ticket with Cisco who verified that there is no attempt to send to the box. The problem seems to be outside of our email servers."  Cisco replied, "I checked the logs and Tracking around the time of this email (Apr 2nd, 12:43 system time). I could not find any evidence that the sending server, 167.89.82.160, tried to send any emails to [removed].  There are no rejections for the IP, the Sender, or relating to the Recipient.

This suggests that no RCPT command was issued for this Envelope Recipient.  Without that, the ESA (or any other mail server) will not deliver the message to this Recipient.  Further troubleshooting would be required on the Sender's side.”

 

 

(Title has been edited by moderator for clarity)

Solved
Best answer November 08, 2017

Best Answers
AliciaRoy
Level 8

We are not receiving invoices from our vendors who uses QuickBooks Online.

Hi Jan,

 

It sounds like you've been through a lot trying to receive those invoices, and I appreciate all of the details you've provided. 

 

From what I'm seeing, the IT department is suggesting that there was no attempt on your vendor's behalf to send any invoices to [removed]. Since they were sent successfully by QuickBooks to [removed], this feature seems to be up and running, so I'd like to continue troubleshooting the other email address specifically. The following article will help you set up email accounts or domains to receive Intuit email communications: https://community.intuit.com/articles/1265667. 

 

It'd also be useful if the QuickBooks user could follow the steps in this article, just to be sure everything is set up properly on their end: https://community.intuit.com/articles/1145633. 

 

Please reach back out to share how this goes, and let me know if there's anything else I can do to help.

View solution in original post

20 Comments
AliciaRoy
Level 8

We are not receiving invoices from our vendors who uses QuickBooks Online.

Hi Jan,

 

It sounds like you've been through a lot trying to receive those invoices, and I appreciate all of the details you've provided. 

 

From what I'm seeing, the IT department is suggesting that there was no attempt on your vendor's behalf to send any invoices to [removed]. Since they were sent successfully by QuickBooks to [removed], this feature seems to be up and running, so I'd like to continue troubleshooting the other email address specifically. The following article will help you set up email accounts or domains to receive Intuit email communications: https://community.intuit.com/articles/1265667. 

 

It'd also be useful if the QuickBooks user could follow the steps in this article, just to be sure everything is set up properly on their end: https://community.intuit.com/articles/1145633. 

 

Please reach back out to share how this goes, and let me know if there's anything else I can do to help.

View solution in original post

Anonymous
Not applicable

We are not receiving invoices from our vendors who uses QuickBooks Online.

My IT department says they have already tried the information you provided and we cannot understand how the vendor could be sending one email to [removed] and [removed] and it is received in the first but not the latter.

AliciaRoy
Level 8

We are not receiving invoices from our vendors who uses QuickBooks Online.

I see their logic, and that's why the issue seems to be specific to [removed]. If you've followed every detail of those steps, and the vendor has followed the instructions in the second article, I recommend contacting the QuickBooks Online support team. The following article has their phone number and hours of operation: https://community.intuit.com/articles/1145770-how-and-when-can-i-contact-support-usa-only. 

 

Please feel free to let me know how this interaction goes as they help get this resolved.

Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

I'm having this EXACT same problem.  Our IT person has done all the same troubleshooting.  We have contacted QBO support and they were not able to resolve this for us.

MichaelDL
Content Leader

We are not receiving invoices from our vendors who uses QuickBooks Online.

Thanks for reaching out, @Kristy3.

 

Rest assured, I'll help you get to the bottom of these missing invoice e-mails. To clarify, is the problem the same as the original post in that one address on a domain can receive the e-mails but another cannot? If you haven't already, make certain you've added all of the necessary Intuit addresses to your Safe Sender list. You'll find the steps for doing so with popular e-mail servers in the guide at this link.

 

There's also a method for testing whether a particular e-mail address has the ability to receive any e-mails from an Intuit domain, just follow these steps:

 

1. Send an email to do_not_reply@intuit.com. This lets your e-mail domain recognize the Intuit domain as a valid recipient/sender and prompts a return e-mail.

2. Allow up to 5 minutes for the e-mail to arrive in your inbox.

3. If the e-mail still doesn't appear, there may be some security settings needing adjusted in your e-mail server. I encourage you to reach out to your domain provider to evaluate your options.

 

This will help to narrow down the cause of the issue by determining if the address is receiving any Intuit e-mails at all. Be sure to touch base with me here on the results of your testing, I want to ensure this matter gets resolved. Thanks again, and have a wonderful rest of your day.

Anonymous
Not applicable

We are not receiving invoices from our vendors who uses QuickBooks Online.

We believe it is due to the fact that our email address sends out an auto reply and there is such high volume that Intuit Quickbooks blocked our email address.  We set up an new email address for our Quickbook vendors that does not send an auto reply and we have been receiving invoices just fine.  Hope this helps.

Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

Hi Michael, I did what you suggested and and it did not fix the problem.

SonNguyen
Level 1

We are not receiving invoices from our vendors who uses QuickBooks Online.

Hello,

 

Our company is having the same issue.  We've reviewed logs through our email system and nothing comes into our [email address removed] email address, but if an individual user within our organization is on the email, it will be received.  I can even see the accounting group email on an individual email.  Everything points to QuickBooks online not sending the email.  My best assumption is they are unable to send to a distribution group or our distribution group email has been blocked for one reason or another.  How can this be reviewed?

 

We are beginning to see clients question why we haven't paid an invoice sent through this method.  If it comes from a QB's on-prem solution, the email comes through with no problem.  Only appears to be emails sent to [email address removed] from [email address removed].

 

Please help.

 

Anonymous
Not applicable

We are not receiving invoices from our vendors who uses QuickBooks Online.

Hi there, @SonNguyen.

 

If you've already added intuit domain as a trusted site but it's still not working, I'd suggest you consult with your IT personnel. You can also check out this article: https://community.intuit.com/articles/1265667.

 

I'll further look into this on-going issue and make sure to keep you posted for an update.

 

Please don't hesitate to ask if you have other questions.

 

 

SonNguyen
Level 1

We are not receiving invoices from our vendors who uses QuickBooks Online.

I'm the IT resource trying to figure this out.  Definitely not receiving an email to our Exchange server as we've performed traces.  Issue has to be from QuickBooks email services not even sending the email to a distribution group.

 

Clicking on the article goes to a page that doesn't exist.

 

Thanks,

PROMoving
Level 1

We are not receiving invoices from our vendors who uses QuickBooks Online.

 

I am a vendor that is having problems sending invoices. I currently have around 22K in AR that I can't tell if my customers have received. As previous posts suggest there is no consistency to which fail to send and which go through. On the vendor side I can usually see the progress of the invoice(sent, received,viewed, paid) but all of my invoices now come up as "undelivered". After spending hours with QB tech support I received this email today:

 

"Thank you for subscribing to our updates on Investigation Delivered invoices & estimates showing as undelivered but have successfully been sent and received by customers. We appreciate your patience while we have researched this scenario. 
 
While we are constantly evolving our products to provide you the best possible user experience, we do not anticipate a change to this product behavior in the immediate future. 
 
This will be our final communication until something changes on this investigation. To be clear, we are not saying that engineering work has stopped in search of a resolution - if the status of the behavior changes, we will be sure to communicate that to you. While we work to find you a solution, we apologize for any inconvenience that this may cause you."
 
So to all that receive invoices from vendors using QB please be patient with us as we have put our money into an invoicing system that has flaws and poor support.
Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

MichaelDL
Content Leader

We are not receiving invoices from our vendors who uses QuickBooks Online.

Thanks for the update, @Kristy3.

 

To clarify, what was the result of the e-mail test sent to do_not_reply@intuit.com as explained in my last post? The outcome of this test will determine what the next steps are to getting this resolved for you. In case you need them, the instructions are still explained in detail at the link here.

 

If the e-mail test doesn't produce a response, it isolates the problem to your e-mail domain. In this case, I recommend getting in touch with the provider and inquiring about settings that may be causing the issue.

 

Thanks for continuing to work with me here in the Community. I'll keep an eye out for your reply.

Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

MichaelDL The emails are not hitting our server at all.  In order for an email to be blocked, or flagged as spam, or returned to sender, the email would first have to arrive at our server.  It does not arrive.  At all.  Our IT team has been working on this for months with no solution.  The only conclusion we can feasibly arrive at (after all the troubleshooting and researching) is that it is a QBO problem.  I don't know what else to do.

PROMoving
Level 1

We are not receiving invoices from our vendors who uses QuickBooks Online.

I believe that QB does not know why the software is glitching. Am in the process of going back through the last several months of invoices and converting them to PDF's so that I can reliably get them to my customers. If this is not resolved very soon we will be forced to change our customer interface to something more dependable.

MichaelDL
Content Leader

We are not receiving invoices from our vendors who uses QuickBooks Online.

I appreciate you verifying that for me, @Kristy3.

 

The e-mail server set up at do_not_reply@intuit.com is meant to return an invalid recipient message from the Intuit domain. This message is automated and requires no sending attempt from QuickBooks, as it's nothing more than a regular ping message. I tested this with my own work and personal e-mails and successfully received the response with both.

 

Please know that I'm determined to help you get to the bottom of this. The problem presented by the original poster detailed that one work e-mail could receive the invoices while another could not. This turned out to be the result of provider domain settings that needed adjusted to allow Intuit e-mails. To further test this in your situation, can you try sending an invoice to a personal or non-work e-mail outside of the server experiencing the troubles?

 

Thanks as always, I look forward to hearing from you. 

Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

MichaelDL  Yes, we have done a pretty extensive test of our domain settings and we've tried sending to other email addresses.  Is there a way for me to email you a copy of the log that details all the troubleshooting we've done?

Mark_C
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

I'm unsure why Intuit are trying to blame this on the receiving domain when all checks have been made and can prove the email is not hitting the server.

 

I have exactly the same problem - I also provide shared hosting services to clients I am trying to invoice and can setup or access email accounts to double check. Furthermore, it works for some on the same IP, and not others - it is truly random but is therefore not reliable as an invoicing system as it currently stands.

 

Furthermore, there is a thread on one of the other forums detailing this exact problem and which states that Intuit IS aware of the problem (and has been for a long time). Although they say it is under investigation, my suspicion is that it is on the back burner. It might be worth Intuit coordinating their responses and communicating with each other!!

 

https://quickbooks.intuit.com/community/Questions-about-QuickBooks/Clients-are-not-receiving-invoice...

Kristy3
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

I just received a reply on another thread regarding the same issue saying that QB has resolved this email problem.  I just sent a test invoice to our distribution list email and it came through!  YAY THANK YOU QUICKBOOKS FOR FIXING THIS!  I wish the fix had come much sooner, but I'll take it.  Thank you :)

Mark_C
Level 3

We are not receiving invoices from our vendors who uses QuickBooks Online.

That's good news - unfortunately, mine are still not being received - I'll take a look at the other forum

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