Why do I recieve Bounced Email Delivery Errors for Invoices sent to valid Email addresses?

Hey there, chriso1. 

Thank you for posting here in the Community. When an email is sent to your clients from your QBO company, the email goes out from our server. If the email is bouncing, the recipient's email service sends a failure or delivery notification to your email service. If the delivery failure error is sent to us by your email service provider, a notification is added to the transaction stating the email delivery failed. Based off of your description of what's happening, it sounds like the recipient's email service is sending you the failure even though they're receiving the emails. You can find this info at the following link: How to view list of bounced emails with delivery errors. Just out of curiosity, the emails that are bouncing back to you, are they all coming from the same email provider? (Gmail, hotmail, aol, etc) or are they all different providers. 

This information will be able to help me come up with the best solution to your problem. Thank you and I look forward to hearing back from you. 

Why doesn't Quickbooks make the content of the bounced report available to its end users?

Hello there, ozmarks.

We can check the list of bounced data by going to the Tasks section. You can do that by clicking Dashboard and then selecting Get things done. Click the bounced data that you want to view on the Tasks drop-down.

I've also added a reference on how to view lists of bounced emails: How To View List Of Bounced Emails With Delivery Errors.

I'll be around if you need help. Stay safe!

No you can't. All you can see is the email address it was sent to and a generic message saying "Bounced".

The recipient server sent an email back to Quickbooks saying why it was bounced, ie incorrect address, bad sender, spam block or something else. Where is this information?

Thanks for the reply, ozmarks.

As mentioned by Adrian_A, we can view the delivery errors from the Tasks section.

1. Go to the Dashboard menu.
2. Under Tasks, select View the errors.

The View the errors link lists the emails with delivery errors sent through your email provider's server. You can see the delivery date, type, Ref No., Customer, error, and delivery method in the delivery errors section.

If you're unable to find it, you can reach out to our Customer Support Team so they can further check it. The new "Help" menu interface: 

1. Click the (?) Help icon and choose the Talk to a human option (then type it again when prompted).
2. When asked by the bot, type "Bounced emails."
3. Select I still need a human, then proceed with Contact us.
4. Tap Let’s talk then choose either Get a call or Start messaging. 

For the old "Help" menu:

1. Click the Help icon, then the Contact Us button.
2. Type "Bounced emails​​​​​​​​​​​​​​" in the What can we help you with box.
3. Proceed with the Let's talk button.
4. Select either Start messaging or Get a call button.

Keep on posting here if you need anything else. Stay safe!

This does not show the error. All it shows is "Bounced Email". This is not an acceptable error message to assist in resolving any fault.

Quickbooks really needs to get people with technical skills on their support teams, rather than people who just keep copy pasting the same junk from their internal knowledge base.

When a receiving server bounces an email, it replies to the address listed in the "Return-Path:" header, this is a @e.notification.intuit.com email address. In that reply it gives the **exact** reason it rejected the email. Quickbooks should be providing those errors to their users.

I am having an issue with bounced emails and my customers not receiving them.  I have spent approximately 10 hours on the phone with QB to have them tell me it is an issue with the recipient's internet provider.  I spent 4 hours on the phone with that company (Comcast) and they are telling me it is not them, it is QBO.  I now have another customer with a different internet provider and their email is now bouncing back.  My IT company is telling me it is QB.  All signs point to QB and everything I Google points to QB.  I can't even get them to tell me the IP addresses to add to my server.

Can anyone help????

I have some steps that you can try to fix the issue, khoyt.

Normally, this happens if you just imported your data from QuickBooks Desktop to QuickBooks Online. You'll have to make sure to reset your email address to resolve the bouncing of emails. To do this, simply follow the steps below:

1. Click the Gear icon. 
2. Under Your Company, select Account and settings.
3. Select Company, then select the edit icon in the Contact info section.
4. Review each email address and make changes as needed.
5. Select Save, then Done.

If the solution above doesn't resolve the issue, ask your customer to check their junk mail and spam folders. You'll want to clear and re-enter the email address if you're unable to locate your email. Here's how: 

1. Click the Gear icon. 
2. Under Your Company, select Account and settings
3. Select Company, then select the edit icon in the Contact info section.
4. Clear the Company email field and enter the desired address as is, even if it appears correct. Do not use any extra characters or spaces before, within, or after the address, you enter.
5. Select Save, then Done.
6. Send a test transaction.
7. If you still don't receive the email, try using a different email address that has a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead).

If the issue persists, you may need to configure your server to accept QuickBooks mail server hostnames with the help of an IT expert. I've added this article for your guide: Solutions When Customers Aren't Receiving Emails.

However, if it still doesn't resolve the issue, I recommend reaching out to our support team again to investigate this further. They have the tools to pull up your account in a more secure environment.

In addition, after a customer pays the invoice, QuickBooks download the latest transactions and match them with what you've already entered in QuickBooks. To learn more about the process, consider checking out this article for more information: Categorize And Match Online Bank Transactions In QuickBooks Online.

Drop a comment below if you have any concerns about email delivery. We're here to make sure everything is taken care of. 

How did we segue to matching online bank feeds??

Anyway, I have never had so many bounced emails in QBO since I upgraded to Advanced. Yes, it would be great if a reason (or at lease more detail) was provided. Most times my invoices go out to multiple email addresses, it would be nice to know if any of them got through.

The only error message is "bounced email".

I'll hit 'resend' several times until it finally goes through... without changing anything. So if it goes through after the fourth attempt, with nothing changing... What could be the issue?

Good morning, @bdavison13. 

Thanks for taking the time to follow along with the thread and sharing your concerns with us here in the QuickBooks Community. 

We currently have an open investigation regarding bounced emails (INV-69467). I recommend contacting our Technical Support Team. This way, you can be added to the list of affected users, and you will receive email updates and be notified once this matter has been resolved. You can use the link I've included below to connect with an agent. 

• QuickBooks Online Support

Please let me know if you have any questions or concerns. I'll be here to lend a hand every step of the way. Have a great weekend! 

I reached out to Technical Support today for the same issue with bounced emails. I was given a different  case number INV-63823, than the one stated here (INV-69467). Brandon the CS rep did say that there were 2 open cases, one for US and one for Canada.  I hope I am added to the correct case of affected users, so I  will receive email updates and be notified once this matter has been resolved. 

This happens to me as well. Most of the time I find the issue resolves itself if I have to sign out and sign back in again and resend the invoice. However, particularly today, all of the invoices I send are being bounced and I can't find a solution.

Welcome to the thread, @TNTTinting.

Let me get the help you need to resolve the bounced email delivery errors so you can email invoices successfully. 

I've checked the investigation (INV-69467) regarding bounced emails and it was already closed. Since you're still getting the same error, let’s try performing some basic troubleshooting to fix the issue. 

The first thing to perform is to access your QuickBooks Online (QBO) account using an incognito browser. This is to isolate if a webpage issue is causing the problem.

Check out these keyboard shortcuts:

• Command + Shift + N (Safari)
• Ctrl+ Shift + N (Google Chrome)
• Ctrl + Shift + P (Mozilla Firefox) 

Once done, try to email an invoice again. If it works, go back to your default browser and clear the cache. See Clear cache and cookies to fix issues when using QuickBooks Online for more information.

Otherwise, switch to a different browser like Firefox, Google Chrome, or Safari. The one you are currently on maybe have a temporary issue with QuickBooks, and using a new browser for the moment will allow you to get back to work.

However, if the issue persists, I recommend contacting our Customer Care Team for further assistance. They have tools like screen-sharing that will help check the root cause and find a permanent solution to this problem. Then, as a workaround, you can send the invoice to your email and resend it to your customers.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

To help you add, organize, and send invoices, see our Community link for reference: Invddoices and payments. It contains related articles on the process.

For your future task, check out this article to learn how to receive invoice payment in QuickBooks Online. 

Please keep me posted on how it goes from your end. I want to ensure you'll get past the error so you can email invoices to your customers. 

It is still happening to me too.

I chatted with support about it today, again.

I was told the engineers are aware and are working on it.

I used to be able to resend it a couple times and eventually it would not bounce back.

This week, no matter how many times I resend, it bounces back.

However, I called the a few of the customers who's invoices bounced back and they DID receive it... multiple times! So, even though the QBO reports that the email bounced... it in fact did deliver.

To further confuse the situation, my settings are set up so that I am copied on all outgoing invoices, yet I did not receive the email that I confirmed with the customer who did.

Right now, I can't trust it... perhaps for now I will PDF the invoice and send it outside of QB.

This has been going on for months now. I can't send any invoices via Quickbooks. Why am I paying for an invoicing service that doesn't invoice? Over 50 grand in invoices that I have to download as PDFs and attach to an email myself, like some kind of caveman. This is not the future I was promised, Quickbooks!

This isn't the kind of impression we want you to experience while using QuickBooks, especially the invoicing feature, @Odin Star Industries.

I want to make sure you can send your invoices via QuickBooks Online (QBO).

The browser issue is one of the possible reasons why QuickBooks isn't allowing you to send invoices. If you haven't yet, I suggest following the troubleshooting steps shared by my colleague MirriamM above to isolate the issue.

If the issue persists, I highly recommend contacting our QuickBooks Support Team. This way, they can further check on this matter and provide in-depth troubleshooting steps to get this resolved. They can also open an investigation ticket if other users are experiencing the same. To reach them, you can follow the steps below:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
4. Select Contact Us.

You might want to view all your sales transactions made in QuickBooks Online. You can go to the Sales menu and select All Sales.

The Community forum is always open to help you again if you have other questions about QuickBooks Online. Wishing you all the best, @Odin Star Industries.

is anyone else having this problem: I do not have Tasks , or view the errors or  anything else listed below is it somewhere else

View list of bounced emails with delivery errors

To see the list of bounced emails with delivery errors:

1. Go to Dashboard.
2. Under Tasks, select View the errors. (Note: The View the Errors link lists the emails with delivery errors sent through your email provider's server. In the delivery errors section, the delivery date, type, Ref No., Customer, error and delivery method are found.)

I'll help you view your bounced emails and their errors, @SUSAN DENT

Ro ensure I provide you with the best fix, were you able to follow the troubleshooting steps shared by my colleague MirriaM above? If not, I recommend doing so to isolate this issue.

If you have and the issue persists, I suggest contacting our support team. One of our live agents can securely look into your account and investigate the cause why you're unable to view your bounced emails. To reach out to them, you can refer to the steps provided by my colleague Mark_R above.

When everything is all set, you might want to check out this article that can help you in accounting for your customer payments: Record invoice payments in QuickBooks Online. 

I'm all ears if you have any other questions about your invoices and QuickBooks Online (QBO). Please feel free to add them in your reply, and I'll take care of them for you. Have a good one!

Hi Mark,

I keep seeing the "browser issue" being brought up.

I have zero issues with emailing purchase orders to vendors. Multiple PO's get emailed every day through QBO. Not once has one of them ever bounced back... or been reported by Quickbooks as being bounced back.

Invoices... 90% of them get reported as "bounced"

What is the difference? I'm using the same computer, same browser. Perhaps something under the hood?

-That's a rhetorical question for your software engineers to troubleshoot.

Even though I'm still getting bounce backs, I know some of them are in fact getting through.

I have done everything they have suggested, called support and spent hours on the phone with them and there are no answers.  It is extremely frustrating when I email hundreds of invoices every month and they bounce back and everyone points their fingers at each other.  Support told me that my customers needed to check their email settings.  My customers have never had a problem before so why are they suddenly having a problem now?  They are not having a problem, QBO is.  I can email them from Outlook, Gmail, or my own personal email but I can't from QBO.  I'm not a detective but fingers point to QBO.

Hi there, @khoyt.

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 you can be added 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, @khoyt.

Same issue here... appears it started around 4/1. I am showing 16 invoices have bounced back since then. Invoices that have been sent each month to the same email address for a couple of years suddenly are bouncing back. I didn't even notice it was happening until now as I only now started to follow up on past due invoices that apparently were never sent. In general, it would be nice if there was a more obvious message that emails are bouncing... especially when there's a huge issue like this.

I know it's not a problem with their email because if I send it directly to them, they confirm receipt. 

Tack this onto the "tabbing issue" QBO is having right now, and it's pretty frustrating.

I'll add myself to the affected users... just wanted to vent.

I agree I have the same issue.  Emails that worked for the last year are suddenly bouncing, if I download the invoice and send, it works.  These are my invoices and my revenue, I suddenly cannot trust quickbooks to deliver invoices and risk my revenue stream.  A real concern on if I should rely on this tool going forward. 

I have confirmed emails with email exchange, done all of the steps to re-enter and re-save the email addresses and I am still receiving email delivery errors. These are customers that have received and paid multiple invoices in the past using the same info. These delivery errors are new and random with many customers that have been with me since January receiving a monthly invoice and suddenly started having this error with no changes to the customer info section. I have also confirmed that the customers email is not full, because they reply without error when sending them direct emails. Two most recent emails bouncing back is @aol.com, but it is also happening with others. 

Please have quickbooks team fix this, it is generating a lot of unnecessary/unwanted administrator work on my end that I am frustrated with.