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T
thannon88
February 14, 2023
Question

An increasing number of my clients report that emails I send from QuickBooks Online, containing an invoice, land in my clients' Spam folders. Is this happening to you?

  • February 14, 2023
  • 1 reply
  • 0 views
I've used QuickBooks Online (QBO) since 2007. It used to be very rare that one of my invoice emails would end up in somebody's Spam folder. Over the past few months, dozens of clients have reported this problem.

1 reply

S
SarahannC
February 14, 2023

Hello there, thannon88.

 

I'm here to share and help you with the emails as I see how important to fix this in no time.

 

When the email domain of your customer blocks the @intuit.com domain, some emails from QuickBooks Online will be marked as spam. 

 

As initial steps to resolve this, we can ask your customers to set a rule allowing that email address to go to the inbox, not the spam folder. Inform them to send a sample email to do_not_reply@intuit.com or add quickbooks@notification.intuit.com to their contacts. This way, the email provider recognizes the @intuit domain as a trusted site. 

 

To add the intuit domain to the contact lists, we can let them follow these steps for Gmail:

 

  1. Select Contacts.
  2. Select Add Contact, then enter do_not_reply@intuit.com as the primary email address.
  3. Select Save.
  4. Once you've added the email address to the safe sender's list, close all browser windows.
  5. Open a new browser and attempt the sign-in process again.

 

If they're using other platforms, we can check this article: Receive important email messages from Intuit.

 

Also, they can search for the email address do_not_reply@intuit.com email address in all their folders, including their spam folder. If they see one of the emails from Intuit, right-click the email. Then, select This is not spam or Not Junk. 

 

If this process was already performed and still getting the same outcome, please give us a short call. Our Support Team would like to help you with this matter in a secure environment. They can examine and determine why behavior occurring for months. Go to the Help menu and select Contact us.

 

To manage you sales transactions, we can visit these articles:

 

 

If you have additional questions about sending invoices or other QuickBooks-related concerns, hit the Reply button and enter them in the field box. I'll gladly respond to them for you. Take care always.

T
thannon88Author
February 17, 2023

Hi SarahannC

 
Yes, I’ve already tried this with some of my customers and the problem persists.
 
Some of my clients would NOT add intuit.com to their “Whitelist” or “Safe Sender List”. The reason they refused to do this is because they have received invoices from OTHER users of QuickBooks Online that have been bogus. Thus, they don’t want to trust all emails from Intuit.com
 
I’ve used QuickBooks Online (QBO) for over a decade and it used to be very rare for one of my clients to report that my invoice emails were put into their Spam folder. Now, it’s very common for me to get this report. This makes me think that there is a problem with the reputation of the mail servers that Intuit is using. I’ve read reports that some of the mail servers you use have been blacklisted on SpamCop and by other spam reporting companies. 
 
Yes please contact your Support Team to see what can be done to fix this.
 
The reliable delivery of my invoice emails is critically important to me. Thanks for your help. —Tim
R
RCV
February 17, 2023

Thanks for coming back, thannon88.

 

The most likely reason for some QuickBooks Online emails being marked as spam is that your customer's email domain blocks the @intuit.com domain. When they find your email in their spam folder, tell them to select This is not spam or Not Junk. Adding Intuit as a trusted site, as suggested by my colleague, prevents your browser from potentially blocking site content.

 

Since your clients don't add intuit.com to their “Whitelist” or “Safe Sender list, all invoices will not go to spam mail as long as QuickBooks isn't blocked from your email provider. To ensure they can receive the invoices, let’s reset your email address. Here’s how:

 

  1. Go to the Gear icon at the upper right.
  2. Under Your Company, select Account and Settings.
  3. In the Contact info section, review each email address, then make changes as needed.
  4. Select Save and then Done.

 

If resetting the email address doesn’t work, you can ask your customers to check their junk mail and spam folders. For detailed instructions, check the second and third solutions in this article: 3 Solutions For When Customers Aren't Receiving Your Emails.

 

If the same thing happens, I would encourage you to reach out to our Customer Support Team. This way, they can check your account and perform a further investigation to fix the problem. Here's how: 

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us: Start a chat with a support expert or Get a callback from the next available expert.

 

Know that our door is open 24/7 in case you need further assistance with this. You can also mention me in the comment section below. This way, I'll be notified and can help you right away. Take care always.

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