Skip to main content
J
jwrjfoster
February 18, 2024
Solved

QB has stopped emailing invoices, how do I correct the problem?

  • February 18, 2024
  • 4 replies
  • 0 views
I have used QBO since 2014.  I have it set up to copy all invoices to my email.  I did not receive an invoice email Friday. I tried unchecking the box to send me a copy, closing QBO and going back in rechecking the send me a copy box. I then resent the email. Still no copy to me. I checked with my customer and they had not received it either. I printed the invoice to .pdf and emailed it to the customer. It was after QBO customer support closed.   
    Best answer by jwrjfoster

    Hello, @jwrjfoster.

     

    I understand the importance of successfully sending customers invoices in QuickBooks Online (QBO).

     

    If an email bounces or fails to be delivered, it may be due to an incorrect email address or a temporary issue with the recipient's email server. It's crucial to ensure that the correct email address is associated with each of your customer accounts to ensure they receive their invoices promptly and pay on time. To address this, I recommend verifying and editing customer email addresses as follows:

     

    1. Go to Customers & leads, then Customers.
    2. Select the customer who didn’t receive the invoice.
    3. Select Edit.
    4. Check the email address and edit it if needed.
    5. Resend the invoice.

     

    Moreover, If the email address is correct but you're still having issues sending it, I recommend troubleshooting your browser. To verify, let's log in to your QuickBooks Online (QBO) account using a private browser. To do so, press this shortcut key on your keyboard:

     

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

     

    If this works, you need to clear the browser's cache so the system can start fresh. If you get the same result while using a private browser, I suggest switching to a different supported browser.

     

    I've also included a couple of detailed resources about how to run basic reports also how to get the most out of your financial reports in QuickBooks Online:

     

     

    If you have further questions about emailed invoices, you can comment below, and we'll respond to you as soon as possible.


    I appreciate the fact you responded.  But this response does not seem to recognize the content of my last response.

     

    It appears that when I create and invoice and send it, the customer receives the invoice and I receive a copy. This is as it should be.

     

    The problem is now in the Chrome browser QBO provides a notification that the invoice did not send.

     

    I use the mobile app on my iPhone in the field to create and send invoices. Sometimes I take payment via check, cash or credit cards sending paid invoices real time on site at my customers homes. Then I get home and I check my email to make sure I and/or QBO successfully sent the appropriate correspondence. At home I use Chrome Browser to access QBO.

     

    If QBO continues to act badly I'll call customer service tomorrow. That is if I are willing to take a risk I'll reach a representative that will not listen and or pay attention.  That happens more than half the time.

    4 replies

    R
    RCV
    February 18, 2024

    I can see how hard you tried here. No worries, I'll make it up to you to ensure you never have to deal with this again in emailing your invoices in QuickBooks Online (QBO), jwrjfoster.

     

    We can reset your email address to refresh the connection so that you and your customers will receive the emailed invoices. Here's how:

     

    1. Go to Gear icon, then select Account and settings.
    2. Go to the Company section, then click Edit ✎ in Contact info.
    3. Review each email address and make changes as needed.
    4. Click Save, then press Done.

     

    Once done, ask your customers to check their junk mail and spam folders. If the email is still not found, clear and then re-enter your email address. Let me guide you how:

     

    1. Go to Gear icon, then select Account and settings.
    2. Go to the Company section, then tap Edit ✎ in Contact info.
    3. Clear the Company email field and enter the desired address as is, even if it appears correct. (Be sure not to use any extra characters or spaces before, within, or after the address you enter).
    4. Press Save, then Done.
    5. Send yourself a test transaction.
    6. 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).

     

    For more troubleshooting steps option, check out this article: Troubleshoot if customers aren't receiving emails from QuickBooks Online. To help you add, organize, and send invoices, see our Community link for reference: Invoices and payments. It contains related articles on the process.

     

    For your future task, check out this article to learn how to receive invoice payments in QBO. 

     

    I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.

    J
    jwrjfosterAuthor
    February 18, 2024

    I followed the instructions indicated in the article. I sent an invoice to my wife's email since in the past I learned QBO won't send and invoice to the QBO account holders email (or at least that is what i was told by a QBO representative, low confidence). I received my copy but when I looked at the invoice listing in QBO I received a message that there was a problem and it did not send and to resend. 

     

    But the invoice is in her inbox.

     

    What next? It seems it is functioning correctly but telling me it is not.  Before It was not functioning properly and didn't give me an indication until after I opened the invoice and hit "save and send" only then it indicated there was a problem verify the email address and send again

     

    It is better but there is still an issue.

    [Removed attachment]

    J
    jwrjfosterAuthor
    February 18, 2024

    jpg instead of png.  maybe this will opem

     

    [Removed attachment]

    G
    Green1Thumb1
    January 4, 2025

    I have used Quickbooks since the early 2000s.  Haven't had any issues until the last several years with upgrades and such.  This particular problem suddenly appeared after a major Windows update.  Hours of Online and Technical support did not help me.  So, after living with this issue for 3 months, I finally figured it out on my own. 

     

    Here's my solution :  

    I normally use email via Comcast and so I thought maybe the communication between Quickbooks and Comcast might be the issue.  So, I set up Outlook.  I never used Outlook before, mainly due to the annoying visual layout.  Once I setup Outlook, I erased the link within Quickbooks and set it up for Outlook.  That worked! 

    Here's the to do list:

    Set up Outlook linked with your business email.

    Within Quickbooks go to Edit tab.

    Then, Preferences.

    Then, scroll down to SEND FORMS.

    Then, under My Preferences, delete current email.

    Add, your normal email address and under email provider, click on Outlook/Hotmail/Live.

    That's it.  You are done.  Do a test email out of Quickbooks...

     

    Hopefully this helps anybody who has a similar issue. 

      S
      sebrock
      March 26, 2025

      I am having the same issue and Intuit is no help. I have tried all of the trouble shooting steps including multiple browsers and the other user in my organization is having same issue. The problem is on your side not ours. Please fix this. I opened a case that was escalated and have not heard back - that was over a month ago.

      G
      GianSeth_A
      March 26, 2025

      I didn't want you to have this kind of experience in managing invoices upon sending mails, sebrock. Your satisfaction matters to us, and we are committed to resolving this promptly.

       

      I recommend contacting our live support team, as they have the tools necessary to troubleshoot specific issues. Please be prepared to share any error messages you have encountered and the steps you have already taken. This information will help our support team better understand your issue and provide a more tailored solution.

       

      To reach them:
       

      1. In your QBO account, click on the Help (?) icon at the top of the page.
      2. Select Contact Us.
      3. Enter a description of your situation. Then tap Let's Talk.
      4. Choose either Start messaging or Get a Call.
         

      Additionally, you can refer to this article for more details and their business hours: Get help with QuickBooks products and services.

       

      Please stay in touch if you have additional questions or need further clarification on their response. We're here to assist you with any additional information you need.

      J
      jeffrit
      April 20, 2025

      did you find a fix . i have the same thing happening

      M
      MichaelaS
      April 20, 2025

      I appreciate you sharing this, Jeffrit. This situation needs real-time communication and further review. I'm here to guide you in the right direction and provide an alternative solution to get you back on track in emailing your invoices.

       

      Our Live Support team can help you resolve this immediately. They can perform screen-sharing in a secure environment and have the tools to help research the issue. Here's how to contact them:

       

      1. Go to the Help (?) option.
      2. Select the Search tab.
      3. Click on Contact Us.
      4. Choose Ask about something else.
      5. Pick Chat with us, Schedule an appointment, and Have us call you.

       

      For now, If you use Gmail as the send-from to email your invoices, Please follow these steps as a workaround:

       

      1. Click to Edit the invoice in question.
      2. Review and Send.
      3. At the top of the invoice, under From, click the dropdown and select Remove Gmail.

       

      After removing Gmail, repeat the above steps to re-add it. When you reconnect to your Google Account, a pop-up window will appear. Please ensure the checkbox for Send emails on your behalf is selected.

       

      When this gets fixed, and you're ready to proceed with recording payment, check this article for guidance: Record invoice payments in QuickBooks Online.

       

      Please keep us updated if you have any other questions about emailing invoices or need further assistance with tasks in QuickBooks in the future. We're here to help in any way we can.

      Terms & ConditionsAccessibility statement