Why are some QBO emailed invoices not showing as emailed?

Dan-Bliss · ‎November 30, 2018

I send invoices to customers using "Save and Send," always cc'ing to my email address too. Some invoices show a record that the email has been sent, other invoices do not. Is this a bug or is there some variation in my behavior or a customer setting that would cause this?

Dan-Bliss · ‎November 30, 2018

Attached is an example of "Last Delivery" info that is missing on invoices that customer has acknowledged receiving. Why is "Last Delivery" Missing?

Anonymous · ‎November 30, 2018

Thank you for reaching out again here in the Community, @Dan-Bliss.

Let me help figure out why the Last Delivery notification is not showing after you emailed a particular invoice to your customer.

I'd suggest logging in to QuickBooks using a private browser to check if this is a browser issue. Here's how:

For Chrome, press Ctrl+Shift+N.
For Internet Explorer or Firefox, press Ctrl+Shift+P.
For Safari, hold down Command+Shift+N.

Try sending an invoice to your email or any other email you prefer so that we can check if the notification will show. If this works fine with private browsing, I'd recommend clearing your browser's cache to start fresh.

You can also check out your audit log to check these invoices.

However, if you keep getting the same issue, please contact our Online Care Support. They can pull up your account in a secure environment and further isolate this unusual behavior with their helpful tools.

I want to ensure that this is taken care of, so please feel free to post a response with how it goes.

You can drop by again here in the Community if you have other questions about your emailed invoices. I'm always here to help.

Dan-Bliss · ‎December 27, 2018

Hello,

I forgot to mention that to access QBO, I use I use Quickbooks Online Windows application exclusively. When I bring up About Quickbooks on the app, it displays: Quickbooks 3.5.2.

From within the app, there is an option from the dropdown menu, >Help>Clear Cache, which I did perform.

Anonymous · ‎December 27, 2018

Hi Dan-Bliss,

There have been reports that their customers aren't receiving the emailed invoices or estimates. We're currently investigating the cause of these. For now, I recommend sending the invoices through your personal or business email address. This is to ensure that your customers will receive immediately.

We appreciate your patience while we're working on a fix. If you have any questions, please post them here.

muenstermann · ‎September 06, 2019

I have the same issue with QBO. I clean my cache regularly too.

The invoice that I send out originally appears. However, when I send a second invoice due to lack of payment there is no history recorded. This is very challenging as I cannot show the client that they have been contacted numerous times. I copy myself on the same e-mail so that I know it has been sent. But now I am uncertain if the client is reviewing it? Are they Getting it? Why do I not get validation that the message has in fact been sent to the client via the online system? If it does not show up, does that mean that they have not received it due to a email change?

I would think that it would track all activity. Even if the client email was closed and a cannot send message was delivered.

MorganB · ‎September 06, 2019

Thanks for joining in on this thread, muenstermann.

I want to make sure you're able to verify that your emails have been sent.

Would you mind to look over the Audit Log to check the status of your invoices? This log will display "Emailed" in the Event column if the invoice has been sent. These steps will get you there:

1. Click the Gear icon in the top right corner.

2. Select Audit Log.

3. Use the Filter to search for specific invoices.

If you're unable to verify the status, I recommend calling in to speak with a member of the Support Team. An agent will be able to conduct a screen-share session and determine what could be causing this issue with emailing invoices. Here's how to get in touch with the team:

1. Click the Help button in the top right corner.

2. Select Contact Us.

3. Enter Support in the field and choose Let's talk.

4. From here you can select to receive a callback at a time that's convenient for you.

Please feel free to follow up here and let me know how the conversation goes. I'll be here if you need assistance with anything else.

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Why are some QBO emailed invoices not showing as emailed?