When sending an invoice, why do I see this message for only one particular customer this month? "We couldn't send this email" - this error msg is vague and not helpful.

tripp-howell · ‎September 03, 2023

The rest of the error message is: "An error occurred while sending this invoice, please verify email information and try again."

How do I resolve this problem? What are the possible causes? A helpful error message would have been a good start! I confirmed that the email addresses I'm using are correct.

GlinetteC · ‎September 03, 2023

Thank you, tripp, for bringing this matter to our attention. I'll help you determine why you're receiving the error and help you resolve it.

The build-up of cache can affect how well your browsing works. To fix this, log into QuickBooks using an incognito window or private browser. This mode doesn't save your browsing history, which can sometimes cause issues with the software, like getting errors. You can use these shortcut keys as a reference:

Let's use an incognito or private browser window to resolve this.

Ctrl + Shift + N for Google Chrome
Ctrl + Shift + P for Firefox
Control + Option +P if you're using Safari

When you're able to send the invoice, go back to the regular browser and clear the cache. This removes any historical data resulting in any error message when attempting to send them. Switching to a different supported browser can also fix the issue.

If you get the same result, I recommend contacting our support team. They have the tools to check your account securely and identify the underlying reason for this problem.

In addition, for assistance with organizing your invoice template within QuickBooks, you may find it beneficial to refer to the following article: Customize invoices, estimates, and sales receipts in QuickBooks Online. This resource provides comprehensive information on the various elements you can incorporate into your sales form, as well as methods for personalizing them to suit your needs.

Feel free to reach out to me if you have any further questions about invoices or any concerns regarding QuickBooks. I'm here to assist you at any time.

View solution in original post

GlinetteC · ‎September 03, 2023

Thank you, tripp, for bringing this matter to our attention. I'll help you determine why you're receiving the error and help you resolve it.

The build-up of cache can affect how well your browsing works. To fix this, log into QuickBooks using an incognito window or private browser. This mode doesn't save your browsing history, which can sometimes cause issues with the software, like getting errors. You can use these shortcut keys as a reference:

Let's use an incognito or private browser window to resolve this.

Ctrl + Shift + N for Google Chrome
Ctrl + Shift + P for Firefox
Control + Option +P if you're using Safari

When you're able to send the invoice, go back to the regular browser and clear the cache. This removes any historical data resulting in any error message when attempting to send them. Switching to a different supported browser can also fix the issue.

If you get the same result, I recommend contacting our support team. They have the tools to check your account securely and identify the underlying reason for this problem.

In addition, for assistance with organizing your invoice template within QuickBooks, you may find it beneficial to refer to the following article: Customize invoices, estimates, and sales receipts in QuickBooks Online. This resource provides comprehensive information on the various elements you can incorporate into your sales form, as well as methods for personalizing them to suit your needs.

Feel free to reach out to me if you have any further questions about invoices or any concerns regarding QuickBooks. I'm here to assist you at any time.

tripp-howell · ‎September 05, 2023

Yes, this worked. Thanks much! Please consider updating the error message or documentation to include this useful informaiton.

tripp-howell · ‎September 05, 2023

Yes, this worked. Thanks much! Please consider changing the error message or updating the documentation to include this useful information.

DHeraV · ‎September 05, 2023

You're very welcome, Tripp!

I'm grateful that you took the time to inform us that my colleague's solution was beneficial to you. I also commend you for implementing the suggestions provided and utilizing all available resources to arrive at your current solution.

The Community is filled with experts well-versed in all aspects of QuickBooks, so please feel free to reach out to us if you require any further assistance. We're always delighted to support you on your path to success. May you and your business continue to thrive!

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When sending an invoice, why do I see this message for only one particular customer this month? "We couldn't send this email" - this error msg is vague and not helpful.