I have sent an invoice but the customer isn't receiving it. How do i fix this? I have tried voiding the invoice and creating a new one.

I am having the same issue, just this month three invoices show as "sent" but customer didn't receive.

Hi there, roarlandscaping, and Kristen_DBS.

Let's try a few steps so your customers will receive the invoices.

Firstly, have them check their junk or spam folder. It's possible that the invoice was sent to that location. 

Secondly, if it's still missing, we'll have to configure your email set up. Let me guide you with these steps:

1. From the Gear icon, select Account and settings.
2. Go to the Company tab.
3. Click the Contact info section.
4. Clear the Company email address field and enter the desired address, even if it shows the correct one. Make sure not to use any extra characters or spaces before, within, or after the address, you enter.
5. Click Save, and then Done.

Lastly, send yourself a test transaction. If you’re getting the same result, we'll have to use a different email address with a different domain.

If you want to let your customers pay the invoice online, you can send an online invoice. Here is a reference for more information: Take and process payments with QuickBooks Payments.

As always, if you have any additional questions, feel free to post here again. I'd be glad to answer them for you. Have a great day!

Today, I sent 4 invoices to the same customer.   QB shows "sent" but the customer says they only received 3 of the 4.  This happens quite often... at least once a week.  There's no specific pattern.  it seems to happen sporadically, with any customer, different days.  

those are all the obvious solutions.  but my issue is with long time customers that have been receiving invoices for years and now they occasionally don't.   nothing has changed on my customers end or on my end. 

This is happening more frequently, randomly with different customers. 

Hi there, The Lab.

I want to make sure your customers are receiving their invoices. Your customers may need to perform some steps as well.

Their email providers may have blocked our address. You can ask your customer to configure their server. 

I'm adding this article as your guide: 3 solutions for you when customers aren't receiving your emails. Then, follow Solution 3.

If the same issue persists, I recommend contacting our QuickBooks Live Team. That way, they'll be able to trace affected customers.

Don't hesitate to post again if there's anything else you need about customers not receiving invoices. I'll be right here to help you.

I am having the same problem. It is bad enough that steps have to be done at my end but to ask customers to do stuff as well is totally unacceptable .Invoices are going through to the customers email address when they are sent from my own gmail account but not from quickbooks .

I can help you with sending those invoices from QuickBooks Online (QBO) to your customers successfully, @qed1967. 

To resolve this, you can reset your email address if you've imported QuickBooks Desktop data into your QBO company, clear and re-enter your email address from the Account and settings, or ask an IT expert to have your QuickBooks Online mail server hostnames and IP addresses be added to your outgoing mail servers. These troubleshooting steps can be done from your end. 

For detailed guidance on how to perform it, check out this article: 3 solutions for you when customers aren't receiving your emails. 

In the meantime, you can save your invoice as a PDF and send it via email through your business or other email address.

Here's how:

1. Go to the Sales menu and then proceed to the Invoices tab.
2. Find the invoice and click on the dropdown under the Action column. 
3. Choose Print and then click on the Download icon beside the Print icon on the page that appears.
4. Follow the prompts to save the PDF file.

Once done, attach this file to the email that you'll be sending them outside QBO. 

See this article for more information about creating and sending the invoice: Create invoices in QuickBooks Online. This will guide you on how to review open invoices and notify customers about upcoming invoice due dates.

Upon receiving their payments, see this reference on how to record them in your QBO account: Record invoice payments in QuickBooks Online.

If you need any more assistance with sending invoices in QBO, I'm always available. Please let me know by leaving a post below. Stay safe and enjoy the rest of your day!

Why should you have to change to a PDF file i had no problems but recently i have had invoices that had no problem  going now being bounced, previously i have invoices that show as sent but were not received  i now realise probly ended up in spam, my other bugbear is if someone is in the database and you try to enter a the same name but differant address, doesnt like it probly the worst invoicing software i have used for invoicing  i used easy invoicing for years never an issue with bouncing emails and people with the same name only downside was no bank reconcilation, but as a one of payment thinking of going back  might be more work but the time im chasing trying to find out if someone has got it or not is so frustrating as a one man band i need cashflow and less hassle.

I appreciate you for sharing the details of your concern, @Johnnyj. 

Let me provide some details about this invoice delivery issue. I'll also share some alternative steps as a workaround to ensure you can accomplish your goal.

The issue of invoices not being sent or having a delivery issue is tagged as an ongoing problem. Our Engineering Team is aware of the matter, and they're looking into it and are working to implement a solution that will resolve this issue. Please know that this is a high priority for us and it will continue to be so until it's fully resolved.

In the meantime, you can use one of the following workarounds to send your invoices:

• You can save your invoice as a PDF and send it via email through your business or other email address.
• You can send your customer a link to their invoice through SMS or messenger service. Simply click on “save and share link”, then select “copy link” and paste it into your SMS or messenger service.
• If you have a Gmail or G-suite email account, you can use the send with Gmail feature to send invoices from your own address.
• You can save your invoice as a PDF, print it, and send it to your customer via mail.

Then, I suggest contacting our Technical Support Team if you haven't reached them yet. This is to ensure they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update via email once this has been resolved.

You'll also want to personalize the appearance by adding specific info to your sales forms in QBO. Check out this article for more information: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please let me know if the workarounds I've provided work for you. I'm here whenever you need help with managing your invoices in QuickBooks. Take care!