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randyanderson
Level 1

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

This is happening with two customers that I had previously sent invoice reminders but now I get the error message.
Solved
Best answer January 17, 2021

Best Answers
MaryAnn_E
QuickBooks Team

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

Hi there, @randyanderson.

 

Since your accountant has an error, it would be best to get in touch with our phone support or chat team. This way, they can further check your account in a secure environment and provide a solution to fix this issue.

 

Here's how:

 

  1. Click Help (?) at the top right.
  2. Select Contact Us.
  3. Give a brief description of your concern, then click Let's talk.
  4. Choose either Start messaging or Get a callback.

 

To ensure we address your concern on time, check out our support hours.

 

If there's anything else that I can help you with, please let me know in the comment section down below. I'll be always around to help.

 

View solution in original post

8 Comments 8
Rose-A
Moderator

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

Let me help you go over to your account and have those reminders sent, randyanderson.

 

We can perform some troubleshooting steps to fix this. It could be that the cache stored in your browser is causing the issue. Let's start by accessing your account through an incognito browser.

 

Use these keyboard shortcuts depending on the browser you're using:

 

  • Google Chrome: press Ctrl Shift N  
  • Mozilla Firefox: press Ctrl Shift P
  • Safari: press Command Shift N

 

Once signed in, go back to your invoice reminders and send them. If it works from there, go back to your regular browser and clear the cache. To help you utilize the reminder feature in QuickBooks Online, you can check out this article: Automate invoice reminders in QuickBooks Online. On the same link, you'll find tips on how to customize your email reminder.

 

Additionally, to help you manage your invoice template in QuickBooks, you can go through this article: Customize invoices, estimates, and sales receipts in QuickBooks Online. This will give you more details on what other information you can add to your sales form as well as ways to personalize them.

 

Let me know the result of this troubleshooting in the comment below. I need to make sure this is resolved and you're back to running your normal business processing. All the best!

randyanderson
Level 1

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

Accessing my account through an incognito browser did not work either. I did clear the cache in my regular browser, Google Chrome, and that also did not fix the problem.

ReyJohn_D
Moderator

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

I can help you send those invoice reminders, @randyanderson.

 

Let me provide other solutions to get rid of the said error message.

 

Since using an incognito and clearing your browser's cache didn't fix the issue, I'd recommend using another supported browser instead. To verify if your current version is compatible, you can use our browser health checkup tool. This helps ensure you'll get the most secure and best experience with the program.

 

Also, make sure to log in as the Master or Company Admin when sending your invoice reminders. This way, you can perform the said task seamlessly.

 

If you get the same result, I recommend contacting our support team. They have the tools needed to check your account securely and determine the root cause of this issue.

 

I want to make sure your issue gets taken care of right away. Thus, I suggest reviewing our support hours as your guide. 

 

Here's how to get in touch with one of our live support:

 

  1. Click the Help (?) menu at the top, and then choose Contact Us.
    Contact qbo 1.PNG
  2. In case you're routed to the QB Assistant page, type Contact Us and then select Talk to a human
  3. Tap the Never mind option, and then choose I still need a human
  4. Click the Contact Us button.
    Contact qbo 2.PNG
  5. Enter your question or concern on the search box like "I can't send my invoice reminders".
  6. Click Continue.
    Contact qbo 3.PNG
  7. Select either the Callback or Chat option.
    Contact qbo 4.PNG
  8. Fill out all the necessary fields, and then follow the on-screen prompts to proceed.

You can customize your invoices to personalize them. This way, you can add the details you need to make them more presentable and professional-looking.


Then, you can send or print your invoices in bulk. This helps speed up your task and more efficient.

 

Keep in touch with me if you have more invoice-related questions or any QuickBooks concerns. I'm always around to help you.

randyanderson
Level 1

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

When I click on "use our browser health checkup tool" a new window opens that says 403 ERROR (see attached screenshot). I'm sure I am logged in as "Master or Company Admin". I have sent reminders to these customers within the last week or so and they went through. As you suggested I tried preforming the same task using Microsoft Edge and the same thing occurs. 

randyanderson
Level 1

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

When I click on "use our browser health checkup tool" a new window opens that says 403 ERROR (see attached screenshot). I'm sure I am logged in as "Master or Company Admin". I have sent reminders to these customers within the last week or so and they went through. As you suggested I tried preforming the same task using Microsoft Edge and the same thing occurs. 

MaryAnn_E
QuickBooks Team

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

Hi there, @randyanderson.

 

Since your accountant has an error, it would be best to get in touch with our phone support or chat team. This way, they can further check your account in a secure environment and provide a solution to fix this issue.

 

Here's how:

 

  1. Click Help (?) at the top right.
  2. Select Contact Us.
  3. Give a brief description of your concern, then click Let's talk.
  4. Choose either Start messaging or Get a callback.

 

To ensure we address your concern on time, check out our support hours.

 

If there's anything else that I can help you with, please let me know in the comment section down below. I'll be always around to help.

 

View solution in original post

Paula5415
Level 1

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

i have been waiting for 5 hours for a call back. can someone please call me?

MadelynC
QuickBooks Team

Why do I get the error message "we couldn't send this email" when trying to send an invoice reminder?

I’m here to ensure your concern will get covered, @Paula.


I understand how precious time is for you. I also appreciate the effort trying to reach out to our support team. Currently, we’re receiving high call and chat volumes. Thus, we sometimes have an extended wait time to accommodate all our customers effectively.


I want to help you. However, taking calls isn’t possible here in the Community. If you’d like, you can share your concern with me. This way, I can provide the best resolution.


Also, you can request a call back once more. Rest assured, our representatives will reach out to you once they're available.


If you need tips and resources, our Support page is available. This site provides ways to manage your business, and it also helps improve your navigation experience.


We appreciate your patience. If you need further assistance, we’re always here to help. Just leave us a message. Take care!

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