How to stop customers from receiving multiple duplicate emails of invoices?

We've reported this issue to our engineers for those users using the Canada and International versions, morrismd1.

Our Technical Team is currently investigating the root cause of this issue, to fix it as soon as they can. While a resolution is not yet available at this time, you may want to call us. We'll add you to the list of the affected users, so you'll be notified when there's an update on this issue.

Here's how to get our contact number:

1. Go to this link https://help.quickbooks.intuit.com/en_CA/contact.
2. Select QuickBooks Online.
3. Click the Contact QuickBooks Online Support topic and get the phone number.
4. To reach out to our international support, change the region in the upper right-hand corner. Since they don't have a phone support, you can send an email instead. They'll get back to you within 24-48 hours.
5. In the Please select your country window, choose your region. If it's not in the options, select International below the All other countries section.
6. Select QuickBooks Online.
7. Click the Managing Your Money topic, and then choose Invoicing & Sales Receipts sub-topic.
8. Scroll down and click the Send Email button.

If you're using the US version, you can check the Invoice List report before emailing the invoices to your customers. This way, you'll know if they were already sent or not, to stop the duplicates.

Here's how:

1. Click Reports on the left panel.
2. Type Invoice List in the search box.
3. Click the Customize button in the upper right-hand corner.
4. Maximize the Rows/Columns section, and then click the Change columns link.
5. Check the box for Sent.
6. Click Run report.

Please keep me posted if you need anything else. Thanks.

Surely by todays date, 11/29/2020 there must be some resolution as to why my version of QB Desktop Pro 2018 sends duplicate emails?

Thanks for jumping into this thread, LAP55.

We'll want to use the QuickBooks Tool Hub to fix this issue with QuickBooks sending duplicate emils. This tool is designed to automatically diagnose and fix common issues within the software.

Below are the instructions on how to do it:

1. Close QuickBooks.
2. Download the most recent version of the QuickBooks Tool Hub. Save the file somewhere you can easily find it.
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.
6. Once the  QuickBooks Tool Hub is open, select Program Problems.
7. Select Quick Fix my Program.
8. Start QuickBooks Desktop and open your data file.

To ensure the components are properly updated, please restart the computer after running the tool.

You can also run the Transaction History of the invoice to review details including when you send it.

To do that:

1. Click the Customers menu at the top to select the Customer Center.
2. Tap the Customers & Jobs tab to see the list of customers.
3. From there, choose the appropriate customer to display the Transactions tab.
4. Double-click on the invoice to view the complete details.
5. Hit the Reports menu on the Invoice page.
6. Then, press the Transaction History menu to check the information.
7. The date when the invoice was emailed will show in the Sent Date section.

Keep me posted for additional questions or other concerns. I'd be more than happy to help. Wishing you the best of luck.

I am still having the same issue; some customers are getting duplicated invoices every month - I have a Mac; any chance you have the ToolHub for a Mac version?

Thanks!

Let me help you fix your duplicate invoice issues in QuickBooks for Mac, DMLat.

You'll want to make sure that you haven't memorized this transaction in QuickBooks. If you have, you can delete it. Here's how:

1. Click the Lists tab at the top menu bar and select Memorized Transaction List.
2. Search for the transaction.
3. Choose Delete Memorized Transaction.

If you haven't created the transaction, let's perform the verify and rebuild data to fix the issue. Please read this article for the detailed steps: Verify and rebuild data in QuickBooks Desktop for Mac.

However, if the same thing happens I suggest contacting our support team so they can verify if this is only happening to your account. They have the tools to pull up your account in a secure environment.

Reach out to us if you have any other concerns about invoicing. I'll always make sure to help. 

Thank you for your prompt answer.  However, I should have specified that I use QB online and not the desktop option.  I looked for the Memorized Transaction List and couldn't find it. I assume QB desktop is different that QB online?

Thank you!

Hey DMLat, 

No worries, I will be happy to assist you! You are correct in saying that it is different for QB Desktop and QB Online. For QuickBooks Online, the memorized transactions are currently unavailable. However, you have the option to set a recurring transaction for your customers and vendors. Just so you are aware, this can be done for any transactions except bill payments, customer payments, and time activities. Here's how:

1. Go to the Gear icon.
2. Under Lists, choose Recurring transactions.
3. Select New.
4. Use the drop-down and select the transaction type, then click OK.
5. Add a Template name.
6. Choose a Type - Scheduled, Reminder, or Unscheduled.
7. Fill out the necessary information.
8. Click Save template.

You can refer to this article for more information about recurring transactions. Please let me know if you have any questions. I am just a comment away! I hope you enjoy your day.

Hi I have the quickbooks online android app and my client told me today that she has been receiving two invoice emails from me like forever. How do I fix that?

I'll make sure you're able to email the right number of invoices to your clients using the QuickBooks Online Android app, @Octarine.

When you're certain that you've only sent one invoice to your client, you can perform some troubleshooting steps to help isolate the issue. The QBO mobile app stores cache to speed up your experience in performing your tasks. Once it's full of cache, you'll experience some unusual responses from the system. You can clear your app data to refresh the system and remove the older files that cause the unusual behavior. 

For Android devices, here's how:

1. Go to the More icon at the top right corner of the screen.
2. Choose Settings.
3. Select Refresh Data and choose Yes.

I'm also adding this article to learn more about the QBO app features available on supported mobile devices: Compare mobile app features. It contains a comparison chart between an Android phone and tablet.

Let me know in the comments below how it goes. If you have other concerns about the QBO app, I'll be right here to help. Keep safe always.

I use QBO and QB is emailing the same invoice 2 or 3X. How can I fix so it only sends 1 emailed invoice?

Thanks

I want to help investigate the emailing issue with your invoice, elogan1.

To start, let's check if the invoice is not set a as recurring transaction for your customer. This could be the reason it was sent multiple times.

Here's how:

1. Go to the Gear icon.
2. Under Lists, choose Recurring transactions.
3. On the list of the transaction, locate if the invoice is included.
4. Click Edit to open.
5. Uncheck the Automatically send emails box.
6. You can also change the Type to Unschedule.
7. Once done, Save Template.

If the invoice is not set as recurring, I'd suggest contacting our QuickBooks Support Team to get this checked and investigated. They're equipped with tools to determine the main cause of this. I'll guide you how.

1. Click the (?) Help icon.
2. Select Talk to a Human.
3. Enter an invoice email multiple times and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.
   

Also, you can customize your invoices before sending them to your customers. This helps you create sales forms that match your brand and make it more professional-looking.

Keep me posted if you have further concerns sending invoices in QuickBooks. I'll be on the lookout for your response. Have a good one.

Thank you so much for such a quick response!

I hadn't thought of checking there. We do use Recurring invoices, and they are all set on "unscheduled" and "automatic email" is unchecked... I'll contact support. Thank you for the specifics!

Evelyn

I use QuickBooks Pro Desktop 2021 and I am having that same issue with invoices being sent in duplicate. QuickBooks sends the emails to Outlook and Outlook sends the emails to clients. I also have an issue where the emails aren't sent until I actually open Outlook. I do not have recurring or memorized invoices setup as it's not needed. How can this be fixed?

Thanks for joining in this thread, @RichelleJ. We can check the web mail's settings to send invoices seamlessly.

Here's how:

1. At the top menu bar, click Edit, then choose Preferences.
2. Click Send Forms on the left panel., then select the email account you're using under the My Preferences tab.
3. Click Edit.
4. Mark the SSL box, or just select Default.
5. In the Server Name field, make sure the server name matches your email provider's settings.

The following articles provide more information about sending invoices in QBDT:

• Set up an email service
• Error: Could not connect to the email server
• Update to the latest release of QuickBooks Desktop

If you get the same result, I recommend contacting our Technical Support to help you check what's causing the issue and help you fix it.

Let me know if you have any other concerns. I'll be here to guide you some more.

Thank you @katherinejoyceO 

I changed it from outlook to webmail and it worked! Your assistance is greatly appreciated ⭐⭐⭐⭐⭐

This issue has cased considerable friction between potential and current customers. It also appears to be an ongoing issue with no apparent resolution? 

I understand your concern,@VaporBlasted. Allow me to help you sort this out in no time.

As of now, we haven't received any reports about customers getting multiple times of emails with the same invoice. I suggest that you contact our customer support team so they can open a ticket about this issue if necessary. They'll investigate it and keep you updated on any resolutions.

Here's how you can contact our support team: 

1. Sign in to your QuickBooks Online account.
2. Click on the Help icon.
3. You can now directly search the QuickBooks Online knowledge base for assistance, or you can select Contact Us to connect with our support team.

You can Start a chat with a support expert or Get a callback from the next available expert.

Our customer service hours for Plus, Essentials, and Simple Start are Monday through Friday from 6 AM to 6 PM PT, and Saturday from 6 AM to 3 PM PT. Advanced support is available any time, any day.

You can access our QuickBooks help articles to learn how to use the program's features and find solutions to frequently asked questions:  QuickBooks help articles.

We're all ears if you have questions about managing invoices. You can also add any other concerns you might have about your entries, reports, and lists. We're here to help. 

Hello responding here to see if anyone found a solution for this problem in QB Online.

For the past several months QB Online suddenly began sending duplicate invoice payment emails to my clients. The alerts cc our AP email address so I always get what the client gets. The symptoms seem to be random and are beginning to get frustrating as our clients feel like we're over-bugging them for money. 

Here are some scenarios from just this past week. 

1. I sent the same client A three new invoices. 1 of them showed up twice and 2 showed up only once. 

2. I manually sent client B and client C each a reminder invoice. Client B saw a duplicate invoice alert and Client C did not. 

3. QB sent automatic invoice reminders to Client D for four invoices. 3 invoices were sent twice. 1 was sent once. 

Things I've tried: 

• Checked invoice reminder settings. I previously had "send an automatic reminder" 3 days before and 3 days after invoice due date. I deleted the one 3 days after and instead of sending 3 invoice reminders at once it sends 1 or 2 which applies to the scenario above. If this is actually the problem, I haven't decided whether I want to make the tradeoff with automatic reminders.
• I've checked "recurring transactions". No clients are on this list. 
• I've checked the QB invoice email settings as my own email and AP email were both cc'd on invoices. I removed my own email to see if it made a difference which it shouldn't and it didn't. 
• Other people who are on the AP email address also see the same symptoms. 

4 out of 5 times QB support has essentially said "we don't know" or "there is no way to do that" so I'm hoping the community has new insight. Thanks in advance. 

Hi, Amanda. I appreciate you for doing some troubleshooting regarding this issue, and I am here to share an update with you.

Currently, there is an ongoing investigation regarding duplicate invoices. But rest assured that our product engineers are doing their best to fix it as soon as possible.

For now, you need to contact our support team so that you will be added to our affected users list. And they can create a ticket regarding this issue if required. They will look into it and keep you informed about any developments or resolutions.

Here's how you can contact them:

1. In your QuickBooks (QBO) Online account, click the Help icon at the top right corner.
2. Click the Search tab.
3. Type "Talk to support" then hit enter.
4. At the lower right side, click Contact Us.
   
   
   

To create personalized and professional-looking sales forms, refer to this article: Customize invoices, estimates, and sales receipts in QBO.

Moreover, accepting payments through QuickBooks allows you to streamline your accounts receivable processing by immediately matching invoices with payments. Check out this article: Receive and process payments in QuickBooks Online.

Should you have any questions about managing invoices, feel free to reach out to us at any time. Have a great day!