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Why is the HTML code, specifically <BR>, showing up in the email to our customer when an invoice is emailed? It does not show up in the preview on our end.

 
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Best answer 10-18-2019

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QuickBooks Team

Re: Why is the HTML code, specifically <BR>, showing up in the email to our customer when a...

Hello, @mbstevens.

 

The special characters will only show up if there's a security filter to the customer's email. Some words or letters maybe replace with special characters because of this. To verify this further, you can send the same email to your personal email address to check if you're experiencing the same issue with your customer.

 

If it works fine on your end, then it justifies that the problem is not within QuickBooks, your customer may reach out with their email provider to check this further.

 

On the other hand, if you're getting the same experience, I recommend contacting our Support Team to check and investigate this further. To contact support, you can check on the steps laid out in this article: Contact the QuickBooks Online Customer Support team.

 

For more insights about sending invoices, you can read this article: Send an invoice.

 

You can also read this article for your future reference about sending invoices and letting customers pay them online: How to let customers pay their invoices online.

 

Keep posted if you have any other concerns. I'll be right here available to help!

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Highlighted
QuickBooks Team

Re: Why is the HTML code, specifically <BR>, showing up in the email to our customer when a...

Hello, @mbstevens.

 

The special characters will only show up if there's a security filter to the customer's email. Some words or letters maybe replace with special characters because of this. To verify this further, you can send the same email to your personal email address to check if you're experiencing the same issue with your customer.

 

If it works fine on your end, then it justifies that the problem is not within QuickBooks, your customer may reach out with their email provider to check this further.

 

On the other hand, if you're getting the same experience, I recommend contacting our Support Team to check and investigate this further. To contact support, you can check on the steps laid out in this article: Contact the QuickBooks Online Customer Support team.

 

For more insights about sending invoices, you can read this article: Send an invoice.

 

You can also read this article for your future reference about sending invoices and letting customers pay them online: How to let customers pay their invoices online.

 

Keep posted if you have any other concerns. I'll be right here available to help!

View solution in original post

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Re: Why is the HTML code, specifically <BR>, showing up in the email to our customer when an invoice is emailed? It does not show up in the preview on our end.

@Angelyn_T , thanks for the reply!  It is happening when the invoice is emailed to me too so I will get in contact with support.

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