Question

My invoices are coming back to me undeliverable. Please help

Forum|Forum|5 years ago
December 16, 2020
14 replies
0 views

undeliverable invoice

QuickBooks Online

Hi clgmoldxperts1,

You will get an undeliverable indicator if you've entered an invalid email address or there is something wrong on the recipient's email server. Check the email address of your customers and try sending your invoices again.

Feel free to let me know if you need more help sending your invoices.

B

BQ backwards sucks

ALL of the invoices I have sent since 12-15-20 @ 4:00 have bounced back undeliverable to all hosts AOL, COMCAST, GMAIL, YAHOO

R

Rea_M

Hello there, @BQ backwards sucks.

Currently, we have an ongoing investigation about undeliverable or bounced e-mail error for invoices in QuickBooks Online (QBO). I assure you that our product engineers are actively working to have a permanent fix as soon as possible.

Even though you've received an invoice undeliverable message, you can visit the Audit Log or history page to view whether the said transactions were already received and viewed by your customers. Here's how:

Go to the Gear icon.
Select Audit log.
Use the fields on the Filter panel to choose the appropriate User, Date, or Events options to narrow the results.
Click Apply.

I've attached a screenshot below that shows the last two steps.

In line with this, I'd recommend contacting our Customer Care team. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-52221 to our representative as your reference.

Additionally, you're able to email and print multiple invoices and other sales forms in QBO. This way, you're able to save time and effectively monitor your sales transactions. You can learn more about this through this article: Email or print multiple invoices and sales forms.

I'm just around if you have other concerns or follow-up inquiries about invoices and other sales transactions in QBO. Take care always, @BQ backwards sucks.

E

emedibill

AGAIN IM POSTING

I have a two tickets in and referenced INV cases as well since October of last year. No follow up!!! Just offshore reps not knowing what’s going on and giving customers the run around. Intuit outsources their tech support off shore to save money and in-turn charge us more money for ACH and monthly fees. It’s ridiculous FIX THIS ISSUE Or I’ll take my service elsewhere.

E

Erik_D

Likewise, I've been having this issue for almost a year. Called support a few times since last year. Getting the same "our engineers are aware of this issue".

L

LeizylM

This is not the kind of service we want you to experience in QuickBooks, Erik_D.

As mentioned by my peer, there’s an ongoing investigation about the undeliverable or bounced email error when sending invoices. Rest assured that our product engineers are diligently working to find a permanent fix.

A list was also created to track the number of affected users. Please give us a call so we can add to the list and get notification emails as soon as the issue is resolved.

Here's how:

Click the Help menu in the upper-right-hand corner.
Type in "Talk to a human", then press Enter.
Look for I still need a human and click on it.
Click Get help from a human or Contact Support Team.
Select between Send a message, Schedule an appointment, or Get a callback.

For now, you can visit our blog site so you'll be able to get the latest news about QuickBooks and what our Product Care Team is working on.

Thank you for your patience while we work for a fix. Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day.

S

stephan_desmoulin

I'm getting this issue as well for specific customers. I can email the exact same (copied and pasted) email address from anywhere else, but it comes back as Undeliverable in QBO. Additionally, nowhere in QBO is the actual SMTP error code displayed, so there is absolutely nothing to provide to the customer to have them check in case it is an error on their end. We've checked their spam logs and found that there isn't even a reference to an attempt at an email from QBO, or even an email around the time I tried sending the invoice. My own email account gets CCed on the email attempt from QBO, and those go through without an issue.

If the QBO engineers don't know how to fix this, at least display the SMTP error code in the Audit Logs so that this information can be relayed, and the rest of us can actually do an investigation more thoroughly.

I

Intrinsicreef

All my invoices sent this morning came back undeliverable. All other email sent through my laptop and phone through my email server is normal. This is a quickbooks fault only. Please advise

Adrian_A

Hi Intrinsicreef,

Let's ensure that we've entered a valid email address before sending invoices.

If its correct, you can run some steps to identify isolate if you're having browser-related issues.

To start with, try opening QuickBooks on a private window. This is the safest place to tell if you're experiencing some browser-related issues. I've added these shortcut keys to open one:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P
Safari: Command + Shift + N

If you're able to edit it from there, you can go back to a regular browser and clear the cache. Cache are previously visited sites. Once these gets piled up, you'll be encountering browser issues.

You can also use a different browser like Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

I've also added this reference for more information in managing invoices: Manage invoices in QuickBooks Online.

There you have it. Let me know if you need help in preparing taxes. I've got your back!

I

Intrinsicreef

These are the same customers I have sent invoices once a month for years. The emails addresses are correct.This morning, every invoice I sent out came back undeliverable. This is quickbooks pro 2020. This is not quickbooks online. I am not sure how I would open the program in a browser

K

KylaC

We are now having this issue with our company as well. So far it only happens with emails that all go to a particular management company, but since that company covers at least four businesses it is quite a hassle to now have to PDF all of the invoices and email them with the payment link. A huge time waste. I know the email are correct as we use those emails to send the invoices through Gmail. They worked every month until they suddenly all started bouncing in November. The clients say their email shows no attempt at delivery.

I came to research what might be going on and I must say, I am absolutely disgusted to find that this has been an ongoing problem for people for over a YEAR with no resolution. If this starts happening to more clients for us, we will absolutely be taking our business elsewhere as we can't afford the extra time it takes to PDF and email every client, and I no longer have any trust that you are even working to fix this issue. There is no excuse for it taking that long.

M

Mo Rene

I encountered this issue today while sending out invoices.

I have my email setting to go from Outlook on Enterprise 21.0.

I've been able to email my invoices by deleting the description box in the body of the email. Leave the email body completely blank.

I hope this helps.

R

RedFraming

I was having the same issue and I just tried this and it finally worked for me. I erased the table in the body of the email and sent it to myself and it worked!

Thanks for posting this!!!

R

RCV

This is not the impression we want you to experience when sending invoices to your customers, KylaC.

I've checked the current investigation (INV-58793) and it's still in progress at this moment. Where there's an undeliverable or bounced e-mail error but customers are receiving the invoices. We've raised this with our engineers and they are working hard to get this resolved.

In this case, we recommend reaching out to our Customer Support Team so they can add you to the list of affected users. Once there's an update on this case, they'll send you an email notification.

You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

Go to the Help icon on the top right.
Enter your concern in the search field.
Choose Talk to a human.
Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human.
Press Contact us.
Tick Continue.
Choose Message an agent or Get a callback.

Visit our Invoices and payments page for more insights about managing your invoices on your account.

If you need to take care of other things in QuickBooks, I'm with you every step of the way. Just leave a comment below and I'll get back to you. Take care always.

M

mdjd

I am also having the same issue of an undeliverable with an existing customer that had been receiving my invoices for years at the correct email address. Suddenly an invoice sent to her says undeliverable. Not only that, but it says that the invoice is both undeliverable and customer viewed it on certain dates even though customer did not receive any of the three times I resent the invoice, which I confirmed with customer. Please advise.

R

rvrfrf

Thanks for joining this thread, mdjd.

I've reviewed our investigation (INV-58793) about emails showing an Undelivered status or Delivery error and can confirm Intuit's Product Investigations team has completed their review.

After reviewing the reports from subscribers, Intuit has concluded that once an email is sent to a recipient and it bounces, the entire email status will become bounced and show as Undelivered or Delivery error.

This is currently expected behavior in QuickBooks and isn't a bug. If an email's status shows Undelivered or a Delivery error, it means it wasn't delivered successfully. You'll want to check their email address and try resending it. Intuit also recommends sending it while using a web browser, instead of from our mobile apps.

There's two main reasons that bounced emails occur:

The recipient's email address was entered incorrectly.
There was a temporary issue with your recipient's email server.

Another thing I can point out is if you're emailing emails to multiple recipients at once, and one of the multiple comes back as undeliverable, all of their statuses will show as Undeliverable or Delivery error, regardless of if some of them sent successfully or not.

In the event your customer continues not receiving their emails, but you've confirmed you're sending them to a valid email address they have access to, you'll want to try getting a different email from them to see if they can receive emails there.

If you're interested in Intuit changing this behavior for invoice statuses, I'd recommend submitting a feature request about it.

Here's how:

Use the Gear (⚙️) icon, then go to Feedback.
Enter your suggestion(s) in the Have feedback? window.
If necessary, attach a file with your Camera (📸) icon.
Select Next.

Your feedback's definitely valuable to Intuit. It will be reviewed by our Product Development team and considered in future updates. You can stay up-to-date with the latest news about your product by reviewing Intuit's Product Updates webpage.

I've also included a few detailed resources which may come in handy moving forward:

Please feel welcome to send a reply if there's any questions. Have an awesome Tuesday!

S

Silsal

I am using QB 2017. All of a sudden emails for Proposals are coming back "undeliverable". I have been using this feature for years with no problem. Is there something new in settings I have missed. I use hotmail and I believe maybe it has changed to Outlook. However when I check Outlook in send forms it doesn't give me any options? What is wrong?

Rubielyn_J

I'm here to ensure you're able to deliver your emails, @Silsal.

There are possible reasons why you're QuickBooks isn't responding while sending an email. Let's perform some troubleshooting steps to fix this issue.

Ensure that QuickBooks isn’t running as administrator.
Verify if your email preference is set correctly in QuickBooks.
Set your email preference in Internet Explorer correctly.
Test and repair your MAP132.dll by emailing a document from Microsoft Word.
Reinstall QuickBooks using Clean Install.
Lastly, you may consult with your IT professional so you'll be guided properly in repairing Outlook.

For more detailed instructions, you may refer to this article: QuickBooks is unable to send your emails to Outlook.

Otherwise, try to delete the text in the body of your invoice. Then resent it back to your customers.

If the error persists, I’d suggest contacting our Technical Support Team. A specialist will be able to further check on the root cause of your concern via a secured remote access session.

Additionally, let me add this guidance in setting up your email service in QuickBooks Desktop. Consider checking out this article: Connect your email to QuickBooks Desktop.

Reach out to me in the comment below if you have any other issues or concerns, and I'll get back to you as soon as possible. Have a good one!

K

Krygorian

Worse than coming back undeliverable, my invoices and statements show that they have been sent in QBO, but they have not! They never arrive at the destination. I have tried emailing things to myself at my own address from QB but nothing. It says it was sent but it never arrives. (Not in spam, not in anywhere.)

This only happens sometimes and to certain customers, but not others. It is random and there is no way to know whether the invoice or statement was delivered or not short of calling or emailing the customer. This is very unprofessional.

I logged a call to QBO, was told "they are working on it", they could not say when it would be fixed.

In the meantime they told me to print my invoices and statements and send them manually from other software! That was the whole point of buying QB - so that it would do that for me!

So angry and frustrated.

S

Scomfort

I, too, have been getting the invoice bounced back for no reason. This need to be fixed ASAP! My alternative solution is to click on the action with the gear next to it while looking at the invoice page. click on the arrow below and select "share invoice link", copy it then paste it to your regular email account...yahoo, gmail or whatever.

This is ridiculous that we have to do this. We should all receive a few free months of QBO for our inconvenience!!

J

Julius Wang Tax Office

I am stuck in the same trouble for 3 days.

Show more replies

Sign up

Login with SSO

Login to the community

Login with SSO