Undeliverable invoice but email address is correct, and we are able to email each other

Hi crystallady74,

I appreciate the initial steps you did.  Let's check to see why you can't send your invoices.

There could be a temporary issue with your recipient's email server, or it's blocking Intuit. You can let them check their settings and add *.intuit.com and *.intuit.net as trusted sites.

If the issue persists, please contact our QBO Support to investigate this further. They have more tools on their end.

On the other hand, you can check out the self-help articles for QBO should you need them in the future.

Let me know if you have any other concerns. Take care and have a good one!

I just started having the same issue with just one customer.  Have emailed invoices to them for a long time, then a couple of months ago, I started getting the following error: !Undeliverable - Unable to reach.  I tried sending the invoice (from QB Online) to her assistant whose email is the same domain name.  Same result.

We can email each other from my company email address just fine.

Hi there, @BWAquatics.

Currently, we have an ongoing investigation about invoice delivery issues in QuickBooks Online. Rest assured that our engineers are working diligently to get it resolved.

I recommend contacting our Customer Care Support team so that they'll add you to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below. 

1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern 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.
   

In the meantime, you can send the invoice manually by selecting Print/Preview, downloading the PDF, and sending it via your own email.

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care,

This has been going on for several months now and still not resolved. They say the next update will

be in the middle of August. Anybody else still having this problem? This is a real problem since

I live in a different state than the business, plus This was one of the main reasons I use this company

I know this wasn't easy to deal with these challenges about invoice delivery issues, crystallady74.

Rest assured that our product engineers are implementing a fix to get this resolved. 

In the meantime, I've got some workaround you may consider doing. First, reset your email address. Here's how:

1. Go to Settings and select Account and Settings.
2. Select Company and click the edit icon in the Contact info section.
3. Review each email and make changes as necessary.
4. Click Save, then Done.

If this solution doesn't work, you can proceed to Solution 2: Clear and re-enter email address in this article on how to fix the issue about undelivered customer invoices.

However, if none of the solutions work, you may consider saving your document as PDF, printing it, and then sending it to your client via email.

Your patience and understanding are much appreciated while we're working on a fix.

I have the same issue with one of my clients. The email address is valid. Customer record is set up properly. I even created a new customer record. The issue isn't a setting. It's a bug. When is this going to be fixed?

I am having the same issue with just 1 customer. On average, I automatically email 100+ invoices to our customers on the 1st of each month. This morning I received a "undeliverable" error for 1 client. I regularly email them and they email me - their email address is correct and the same as it has always been. I am very frustrated right now and would love a solution!

Hello @KimD1782,

I appreciate you for joining us here in the Community space. Allow me to step in and assist you with your concern about the Undeliverable error message in QuickBooks Online.

Being able to automate the emailing of invoices is beneficial to QuickBooks users. An issue like this causes a delay in sending sales data to your customers and will affect your business too.

I recommend performing some troubleshooting steps to isolate and figure out the cause of the issue. Since the problem is happening to one client, let's delete and re-create the recurring transaction.

This way, we can check if the issue is related to the template. You'll need to add the client details again, including the same email address.

Here's how:

1. Click the Gear icon in the upper-right corner.
2. Select Recurring transactions under Lists.
3. Find the recurring invoice.
4. Press the drop-down arrow under the Action column, then select Delete.
5. Choose Yes.
6. Create a new recurring template for the customer.

Another troubleshooting you can try is to create the invoice manually. Check if you'll still receive the same error when performing the process in QuickBooks.

If the problem with the client invoice continues, please give us a call. Our QuickBooks Support Specialists will take over and help you further to get back on track.

They have the tools to review your account in a secure environment. Our support for Plus, Essentials, Simple Start is available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM PT (Saturday). For Advanced, any time, any day.

Here's how you can reach them:

1. Click the Help tab in the upper-right corner.
2. Go to the Assistant tab.
3. Click Get help from a human.
4. Choose Chat with us or Have us call you.

Also, you can access the list of bounced emails with delivery errors within QuickBooks. For more information, I've attached the article I find helpful when emailing customers in QuickBooks: How to view list of bounced emails with delivery errors.

I'm always available if you have more questions or concerns about fixing error messages or emailing invoices. Comment below, and we'll get back to you. Take care.

Here it is December, several months past to original date that this was brought up and there is still no fix as I am having the same problems with it just not delivering invoices to certain customers.  What is the hold up on a fix to this?

I have been having the same issue with undeliverable invoices to my tenants and their emails are correct. This is not good for my business when I am trying to send reminders 5 days before rent is due. This is ongoing as of today.

Hello there, @GDorman.

There's a current investigation regarding the undeliverable invoices in QuickBooks Online. I can see how this affects your business productivity. Rest assured that our Product Engineers are carefully working on the immediate fix. Although, we still don't have a specific timeframe for the resolution.

Therefore, I recommend contacting our Customer Support Team to add you to the list of affected users and receive resolution updates via email.

Here's how:

1. Sign in to your QuickBooks Online account.
2. Select Help (?).
3. Proceed to the Search tab and select Contact Us.
4. Pick the topic you need help with or choose to Ask about something else, then enter your concern.
5. Click on Continue.
6. Determine how you would like to connect with our support.

Please note our support hours so you can reach us at your most convenient time.

Moreover, check these resources for guidance on recording customer payments and personalizing sales forms to improve business communication:

• Record invoice payments in QuickBooks Online
• Customize invoices, estimates, and sales receipts in QuickBooks Online.

Keep us updated if you require further assistance managing your invoices or any related concerns with QuickBooks Online. We'll be around to help.

Is there any update to this issue,   The last known Quickbooks comment was in January and it is now April and I am still experiencing undeliverable invoices.   I have started looking at competitive software for this reason alone.  I have used Quickbooks in the past and this has never been an issue.   It would be great if the company advised us and announced the progress of the issue.   I have reached out to support twice and my info just seems to get added to a long list of dissatisfied clients.  Please advise

Hi there, tom. Allow me to route you to the appropriate support.

To have your issue with undelivered invoices investigated further, I recommend contacting our Customer Support Team. They can also provide you with updates regarding your concern. Here's how you can reach them:

1. Log in to your QuickBooks Online (QBO) account.
2. Click the Help button at the top right corner.
3. Go to the Search tab, then select Contact Us.
4. Enter a brief discussion of your concern, then click Continue.
5. Choose a way to connect with us.

Our customer support schedule for Plus, Essentials, and Simple Start users is from Monday to Friday, 6 AM to 6 PM PT, and Saturdays from 6 AM to 3 PM PT. If you are using the Advanced version, assistance is accessible 24/7.

Moreover, I've included an article to help you record customer payments and balance your accounts: Record invoice payments in QuickBooks Online. 

I'll always be around to assist you. Simply add a post below if you have other questions about managing your invoices.

This is happening to our company as well. Biggest issue is that it appears to be specific customers and it relates to being rejected at the customer's email server.  Is this related to Intuit's use of Mail Chimp? can we notify our customers of a source email to add to their whitelist? 

I appreciate you for chiming in on this thread and bringing this to our attention, @LIS - AP.

I'm here to route you in the right direction for support to sort out this issue concerning your undelivered invoices in QuickBooks Online.

Beforehand, you'll want to let your customers check their settings and add *.intuit.com and *.intuit.net as trusted sites. The recipient's email server may be temporarily unavailable or blocking Intuit.

If the issue persists, I recommend contacting our QuickBooks Online Support team to have them further investigate this matter and have possible resolutions. Here's how:

1. From the Search tab, click Contact Us.
2. Enter your question and select Continue.
3. Review and choose from the following: Have us call you, or Chat with us.

On top of that, I have an article that will help you account for your customer payments: Receive invoice payment.

Please let me know if you need clarification about invoices, or if there's anything else I can do for you. I'll be standing by for your response.

Is there an investigation number we can reference when contacting QuickBooks support? Because I am having this issue also with hundreds of invoices - so saving as PDF, printing, scanning, etc is way too time consuming for my business to do, especially since I am paying for these services. 

I appreciate the workarounds you took to get past the issue about your undeliverable invoices, dixiedoor4277. I'd be glad to provide you with the INV number for this investigation.

As per checking on our list, the investigation number is (INV-103383) and no updates yet. Although there are no updates yet, I recommend contacting our QuickBooks Online support team to be added to the list of affected users and receive updates on the issue via email.

Here's how:

1. Log in to your QBO company.
2. Select Help (?).
3. Click Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT.

Additionally, you can run a report to see what's going on in your business.

Comment or reply if you have further concerns about your bank transactions or any QuickBooks-related concerns. I'm always here to help.