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L
lambertfarrier-g
June 15, 2022
Question

Invoices aren’t being delivered, even though they say “sent”. Also sometimes the “sent” message is greyed out and nothing changes it. Having to manually send invoices

  • June 15, 2022
  • 1 reply
  • 0 views
So when I send an invoice, I received a message saying it has been sent. When I reopen the invoice, the “sent” message is greyed out. My clients aren’t receiving their invoices and I look extremely unprofessional.
Also having an issue where it’s saying “sent” in green, but when I reopen the app, it says it hasn’t been sent - so if I resend it and they received it the first time, I look incompetent; and if I follow up for late payment but they’ve never received it, I look incompetent. All my apps are up to date and my account is paid up.

1 reply

R
Rasa-LilaM
June 15, 2022

Hello there, lambertfarrier-g.


This isn’t what I want for you, especially when sending invoices to customers. Let me provide some information about the issue you’re experiencing.


Customers have reported that emailed invoices were marked as Sent even though they were never received (INV-70915). Rest assured, our engineers are working on this as quickly as possible so that users can continue to send transactions normally.

 

While waiting for the permanent fix, I recommend reaching out to our QuickBooks Online (QBO) Care Team. One of our agents will have to collect personal data to help you sign up for the notification list.


This way, you’ll receive an email once there’s progress in the investigation. Adding you to the list can help determine the number of affected users and use this data to implement the resolution.


Here’s how to get the contact information:

 

  1. In your company, head to the Help icon at the top to open the QB Assistant window.
  2. Scroll down to the Type something field and enter a brief description about your concern like, emailed invoices are undelivered.
  3. Click the Get help from a human link and follow the on-screen steps to complete the process.
  4. Select Chat for real-time assistance.


Feel free to browse this article to see the support hours for live chat: How and when can I contact Support?


Also, these resources will guide you on how to configure your Account and settings so customers can receive the emailed transactions. From there, you’ll also see the troubleshooting steps for delivery errors in QBO.

 


In addition, our QBO self-help guide contains topics that will guide you on how to handle customer-related tasks such as processing payments, customizing sales forms, creating a refund or credit, etc.


This information should help you move forward,  lambertfarrier-g.

 

I appreciate your patience while we’re working on this. Please know I’m here to help if you have any questions or concerns about QuickBooks. Have a good one. 

 

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