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My customers are randomly not receiving invoice emails.

My customers are randomly not receiving invoice emails that I am sending via QBO. They'll get one, and then the next one I send doesn't go through, it shows sent on my end-but they never receive the email. Why is this happening? It's not even the same customer that it continually is happening to, it is just random customers at any given time. So there's no pattern that I have seen as to why this would be happening.

Solved
Best answer 10-15-2018

Accepted Solutions
QuickBooks Team

Hello there corin, I'm here to help you get this working....

Hello there corin,

I'm here to help you get this working.

Let's try a few steps so your customers will receive the invoices. To start off, have them check their junk or spam folder.  It's possible that it was sent to that location. If the invoice is still missing, you'll have to configure your email setup. Here's how:

  1. Go to the Gear icon at the top.
  2. Select Account and Settings.
  3. Go to the Company on the left panel.
  4. Click the Pencil icon for Contact info.
  5. Clear the Company email address field and enter the desired address, even if it shows as the correct one. Make sure not to use any extra characters or spaces before, within, or after the address you enter.
  6. Click Save and Done.

Next, send yourself a test transaction to test it. If you’re getting the same result, you’ll have to use a different email address that has a different domain. If that doesn't work, I suggest you contact an IT professional to add QuickBooks Online mail server host names and IP addresses to your outgoing mail servers.

Here's an article that lists the Host Name and IP Address: Sales transactions and emailed reports are not being sent to my customers or being bounced back

Reach out to me if you need more help with any of the steps. I'll be right here to assist you further.

13 Comments
QuickBooks Team

Hello there corin, I'm here to help you get this working....

Hello there corin,

I'm here to help you get this working.

Let's try a few steps so your customers will receive the invoices. To start off, have them check their junk or spam folder.  It's possible that it was sent to that location. If the invoice is still missing, you'll have to configure your email setup. Here's how:

  1. Go to the Gear icon at the top.
  2. Select Account and Settings.
  3. Go to the Company on the left panel.
  4. Click the Pencil icon for Contact info.
  5. Clear the Company email address field and enter the desired address, even if it shows as the correct one. Make sure not to use any extra characters or spaces before, within, or after the address you enter.
  6. Click Save and Done.

Next, send yourself a test transaction to test it. If you’re getting the same result, you’ll have to use a different email address that has a different domain. If that doesn't work, I suggest you contact an IT professional to add QuickBooks Online mail server host names and IP addresses to your outgoing mail servers.

Here's an article that lists the Host Name and IP Address: Sales transactions and emailed reports are not being sent to my customers or being bounced back

Reach out to me if you need more help with any of the steps. I'll be right here to assist you further.

Not applicable

Thank you for your response. I read on another thread to...

Thank you for your response. I read on another thread to try this and I did, but unfortunately the issue is still occurring. Anything else I might be able to try?
QuickBooks Team

Thanks for keeping me posted corin, You did great in perf...

Thanks for keeping me posted corin,
You did great in performing the initial troubleshooting steps. We need to trace where the issue is coming from. To do that, we'll have to access your account, which can't be done in a public space. I encourage you give us a call. Our QuickBooks Online Customer Care Team has the tools to configure your email setup.
Let me share with you our updated phone number: <a rel="nofollow" target="_blank" href="https://community.intuit.com/articles/1145770">https://community.intuit.com/articles/1145770</a>
Thanks again for reaching out to us. Remember, we're always here to help.
Not applicable

We've been experiencing this issue for 4 months now. Have...

We've been experiencing this issue for 4 months now. Have spent countless hours on the tech support time with zero results. We have reinstalled the program, repaired the templates, reset the configurations, and many more troubleshooting steps. I'm a developer and have consistently asked if they want to see our log files and they have always told me no. This leads me to believe they are aware of the issue but have no solved it. All help is appreciated.
Not applicable

Re: We've been experiencing this issue for 4 months now. Have...

I agree with Braden, there is no resolution to this issue. I am the  administrator for the domain of the email address I am having issues with. The email is not hitting the domain so it's obvious this issue lies on Quickbooks' servers. Other emails within the same domain are able to receive emails just fine. There must be a database where emails that aren't able to be delivered to get stored and Quickbooks' will never try to resend to those addresses. Going to hold off recommending QBO to my clients until this gets resolved.

Not applicable

Re: We've been experiencing this issue for 4 months now. Have...

I'm also experiencing sporadic email non-delivery, but I'm in Quickbooks Desktop (Pro) 2018. 

 

To make this more baffling, I emailed 4 invoices last night to the same customer email address.  In QB, it shows that all 4 emails were sent, however the customer only received 2 out of the 4.  In my email Sent Items, I also only see that 2 of the 4 were sent. 

 

I confirmed that the emails are no longer in my "Send Forms" window (e.g. queued to be sent), and also show up in my list of "Sent Items" for that customer.   

 

What's most troublesome is that there is no way to know if an email "got lost" without ticking and tying every email I send from QB with my Sent Items folder after-the-fact.  In a given day that could be several dozen emails!  

 

 

Not applicable

Re: We've been experiencing this issue for 4 months now. Have...

I'm also experiencing sporadic email non-delivery, but I'm in Quickbooks Desktop (Pro) 2018. 

 

To make this more baffling, I emailed 4 invoices last night to the same customer email address.  In QB, it shows that all 4 emails were sent, however the customer only received 2 out of the 4.  In my email Sent Items, I also only see that 2 of the 4 were sent. 

 

I confirmed that the emails are no longer in my "Send Forms" window (e.g. queued to be sent), and also show up in my list of "Sent Items" for that customer.   

 

What's most troublesome is that there is no way to know if an email "got lost" without ticking and tying every email I send from QB with my Sent Items folder after-the-fact.  In a given day that could be several dozen emails!  

 

 

QuickBooks Team

Re: We've been experiencing this issue for 4 months now. Have...

Hi there, @cathy4.

 

I'm here to help check the root-cause of the issue why some invoices are not sent/received by your customers.

 

There are a lot of possible reasons why customers aren't receiving email sent from QuickBooks Desktop (QBDT). One is due to your email server's service not providing us notification of the delivery error. Another is, your customer's email account may automatically send the invoice to a junk, spam, or bulk email folder. For now, you can have your customer/s check their mail settings that might cause this issue. In addition, you can let your customer/s configure their email accounts/domain to receive messages from Intuit.

 

However, you may also contact an IT professional to check and configure this further securely.

 

In case you have any other QuickBooks concerns in the future, you may check our self-help articles: Help articles for QuickBooks Desktop.

 

You can always add a comment below if you have any other questions about emailing invoices. I'm just a post away to help you!

Not applicable

Re: We've been experiencing this issue for 4 months now. Have...

Hi Angelyn, thanks for your reply.  In this case, the customer's email was properly configured - he received 2 of the 4 emails that were sent at the same time (and he routinely receives emails from our domain every month).

 

It's not unusual for a customer to call and state they never received a previous month's invoice. To be honest, I figured they were always received but got lost in an inbox or accidentally deleted b/c they've since received other invoices.  But last night's example of a 50% delivery success rate to the same customer highlights a deeper issue.

 

We are an IT company - so my team and I are very well versed with email configurations.  Could you please clarify what exactly you are asking us to do when you say "For now, you can have your customer/s check their mail settings that might cause this issue. In addition, you can let your customer/s configure their email accounts/domain to receive messages from Intuit."?  I'm not sure what our customers' email config has to do with this....  QB shows 4 emails as being sent, but my Gsuite outbox shows only 2 were actually sent.  The breakdown is clearly between the QB interface and Gsuite.

 

Thanks

Moderator

Re: We've been experiencing this issue for 4 months now. Have...

Hello, cathy4,

 

Thanks for doing a follow and providing additional information.

 

The information provided by my colleague  Angelyn_T means to check with the customer if there are any blocked or filtered emails on their settings.

 

If not, then I’d recommend contacting our Customer Care support to check the configurations and connections of your account.  Since they have the tools to pull up your account in a secured environment.

 

To contact us, here's how:

  1. Go to the Help menu at the top. 
  2. Click QuickBooks Desktop Help.
  3. On the pop-up, scroll down and click the blue Contact us link.
  4. Fill out the Tell us more about your question field and click Search.
  5. Click the Get Phone Number button.

As always, if you have any additional questions, feel free to visit the Community again. I'd be glad to answer it for you. Have a great day!

Not applicable

Re: We've been experiencing this issue for 4 months now. Have...

I think its time for a different invoicing system, I have had hit and miss results from QB sometimes people get the invoice sometimes not, many times they say the invoice never opens and just a green circle spins around endlessly. I already work hard enough and long enough as it is without having to play games with my invoices constantly. I need to get paid for services and customers should not have to jump thru hoops. I am done with this . going to look for a different way.

Experienced Member

Re: We've been experiencing this issue for 4 months now. Have...

I am having the exact same issue. it’s so bad that I now send ALL invoices to MYSELF and then email them to clients manually. Just today, I sent a batch of 7 invoices to myself and only received 3. I had to go send the other 4 one by one. This is not a configuration issue—it’s a bug. Please fix it!

QuickBooks Team

Re: We've been experiencing this issue for 4 months now. Have...

Thanks for joining this thread, arthure18.

 

Allow me to step in and provide solutions when customers aren't receiving your invoices.

 

To fix this, I suggest deleting cache and temporary internet files in the regular browser. The cache can become bogged down with older data, which can potentially cause performance issues in QBO. Check this out for the detailed steps depending on which browser you're using: How do I clear my browser cache and temporary Internet files?

 

Once done, please follow the steps provided by my colleague @Rasa-LilaM. This is the first solution to take when this issue occurs.

 

If you're getting the same results, you can then perform other solutions recommended in this article: 3 solutions for when customers aren't receiving your emails. This link explains possible reasons and how to fix them.

 

Let me know how this goes by leaving a comment below and I'll get back to you.

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