Customers report they are no longer receiving invoices that are sent through Quickbooks. Only generic domains (icloud, gmail). Anyone else? Fixes?

Welcome to the Community forum, hamish. Allow me to share some information on why your customer is not receiving invoices from QuickBooks and how this can be fixed.

If an email fails to deliver, it could be because of an incorrect email address or a temporary problem with the recipient's email server. To avoid this, we need to ensure that you have associated the correct email address with the right customer. By doing this, you can make sure that your customers receive their invoices on time and can make prompt payments.

With this, let's walk through some of the steps below to check what's causing this issue and solve it promptly.

First, let's check the status of the sent invoices. To do so, go to the Sales tab, then click Invoices. In the Status column, you'll see if the invoices are undelivered or sent.

After that, make sure the customer's email address is correct by following the steps below:

1. Go to the Customers & leads tab, then click Customers.
2. Choose the customer who didn’t receive the invoice.
3. Select Edit.
4. Check the email address and edit it if needed.
5. Resend the invoice.

If you've confirmed that your customer's email is correct, you can let them check if the invoice is in their email's junk or spam folder.

You can also review this article for more information on why your customer didn't get the e-invoices and how to fix them: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

Also, there's a possibility that your email service provider's server does not provide a notification when there's a delivery issue with your e-invoices. To see the list of bounced emails with delivery errors, you can review this article: How to view the list of bounced emails with delivery errors.

In addition, I've added this article to guide you with entering invoice payments in QuickBooks: Record invoice payments in QuickBooks Online.

Feel free to reply to this thread if you need additional help with your e-invoices in QuickBooks. We'll be here 24/7 to assist you.

I appreciate the reply.  These are long term customers with no changes in the customer center.  It has only started happening in the past week.  Invoices are being marked as sent, but NOT viewed.

Some customers are receiving and so far they have email address for generic emails such as icloud and gmail. 

I know there has been a general upgrade to email security and I am wondering if this has anything to do with SPF records from Quickbooks.  

Thank you for getting back to this thread and letting us know that your customer's concern about receiving invoices has been resolved, hamish.

If you have additional questions about managing invoices and other sales transactions, please don't hesitate to post them here. Rest assured that every concern posted in this forum is addressed accordingly.

Moreover, you can record your invoice payments after your client decides to pay their invoices when the issue is resolved. Take care!

I am having the same problem. Long term customers that always received invoices in the past suddenly do not.

Hello, Hawthorne. I know how essential it is to have your customers received the emailed invoices. We can work together to get to the bottom of this.

Changing the invoice template to "Modern" could help us fix this issue. Have you had a chance to do that yet? If not, I's recommend giving it a try.

1. Navigate the Gear icon and select Custom form styles.
2. Click Manage and select Design.
3. Choose Modern.

In case the problem of customers not receiving their emails persists, we can refer to an article and follow its instructions to troubleshoot the root cause of the issue: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

In addition, consider creating and sending your customers statements that give a clear overview of their invoices, payments, credit memos, and balances.

Feel free to reach out to me through the Community space if you have any further questions regarding managing your invoices or other QuickBooks tasks. I'm always available to assist you and I look forward to hearing from you soon.

It's is already on Modern, and always has been. This is a customer that always received the emails in the past. I checked his phone; it's not in the junk or spam folders. Other customers are getting invoices, so far it's just this one. If I email him directly, he gets my emails. Something is preventing Intuit emails from going through. He is using Gmail.

We appreciate the detailed information, Hawthorne. 

When customers are not receiving emails, it's best to reset their email addresses from the Account and Settings and ask them to check their junk mail and spam folders. If it's verified that the email address can't be found, you can clear your email again and then re-enter it. 

Here's how: 

1. Go to the Gear icon and select Account and Settings.
2. Go to the Company section, then select Edit ✎ in Contact info.
3. Clear the Company email field and enter the desired address as is, even if it appears correct. (Note: Be sure not to use extra characters or spaces before, within, or after the address you enter).
4. Select Save, then Done.
5. Send yourself a test transaction.

You can also view the list of bounced emails with delivery errors since a notification will be added to the transaction every time there's a delivery error. 

Additionally, you can access this material to learn more about sending invoices in QBO: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

Please let us know if you have additional questions regarding sending emails, Hawthorne. We're here to back you up.