Question

Issue on sending invoices

Forum|Forum|4 years ago
May 29, 2022
3 replies
0 views

Occasionally I am getting the following message. "We can’t reach this customer. Please verify the email address with your customer or use a different email." No matter what I do at this point, even deleting the addresses and typing them back in, the invoice will not send. This issue is sporadic and only started happening in the last couple of months.

QuickBooks Online

A

AileneA

Hello, SAMAR2014.

Hello there. Thank you for taking the time to post in the Community. Let's figure out the cause of being unable to send emails to your customer and troubleshoot it through QuickBooks Online.

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 and send them. If it works from there, go back to your regular browser and clear the cache. Additionally, I'd recommend using another supported browser if the issue persists. 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.

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:

Click the Help (?) menu at the top, and then choose Contact Us.
Select Talk to a human.
Choose I still need a human.
Tap the Contact Us button.
Pick either the Callback or Chat option.

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.

All ears here if you have another concern. Just ping me in this thread, and I will get back to you as soon as possible. Have a great day!

P

Pearl189

Having Same issue. I’ve noticed this happening on multiple occasions lately. I’ll send out an invoice and then find out the client never received it. Go back and it never sent or had a message error in sending. This isn’t acceptable in my eyes. I’m having to double check each time that it went through and is taking up my time when it should be a fire and forget process. Yes the email addresses are correct. Anyone else having this issue or know a better way to deal with it? My CC Pay

K

Kurt_M

Thanks for dropping by here in the thread, @Pearl189. I've got an update regarding your concern about the error you encountered while trying to send an invoice in QuickBooks Online (QBO).

Currently, there's an investigation about sending invoice in QBO. Our engineers are aware of this issue and currently working on a fix.

I recommend contacting our support team. This way, they can add you to the list of affected users. Rest assured that updates will be implemented soon. Here's how:

Select (?) Help.
In the Search tab, select Contact us.
Enter the topic you need help with. You can also enter questions or ask to talk to somebody.
Select Continue.
Choose a way to connect with us:

Start a chat with a support expert.
Request that we call you back.
Get the phone number to call our support line.

In addition, here are some handy articles to help you handle the your customers invoice payments in QuickBooks Online:

Don't hesitate to leave a comment below if there's anything else that you need. Our dedicated team of experts is always ready to assist you anytime. Take care!

I

iconicaccounting

I recently opened a new ProAdvisor Account and I'm unable to send any invoices to customers! Triad sending them to my own email address but still the same problem. I'm getting the message: We can’t reach this customer. Please verify the email address with your customer or use a different email. I contacted Quickbooks 3 times about that already and every time I do they act surprised and are saying the issue started happening only from the day I contacted them. This is beyond ridiculous. This is the worst technical team ever, they are never able to solve anything and give you advice for idiots like clear cookies or re-type email address.

P

PullmanMarketing

we've had this problem pretty consistently..... multiple computers, browsers, everything.

The way we work around it is that we make the invoices, and then send from the mobile app and it has no problem....

Why?

Unsure but the website needs improvement.

S

Sealcoat Solutions and Stripin

Thank you for the workaround it seems to have worked but I too just had this issue after switching the email the invoice would be sent from

S

Sealcoat Solutions and Stripin

Update:

I believe I have found what was causing the issue for me. I set up a test invoice and sent it using the gmail I had logged in to and it was undelivered again.

I then removed that email and set up another gmail address as the sender and this time I noticed when I connected it there was a check box I had to click next to the “give permission to send emails on your behalf” or similar wording.

when I connected the first gmail it didn’t have this checkbox it just said I would be giving access but no checkbox anywhere.

the invoice sent from the new email with the checkbox went through just fine. Not sure why but I don’t want to mess with anything anymore since it seems to be working now.

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