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tanyam@motivepow
May 24, 2024
Question

QBO uses an OLD email for the customer reply email. How can I change this? I've done everything obvious (user, customer facing email, copy to email, chat, phone, etc.)

  • May 24, 2024
  • 1 reply
  • 0 views
I was setup as company admin from the get-go by our CPA.  I received a new company email address.  I cannot get QBO to stop using my old email account.  The old email is not referenced ANYWHERE in QBO that I can see except under Users.  My last chat/phone conversations with a QBO expert had me create a new user as me with my new email (apparently updated your email in the User section is not recommended - probably shouldn't be an option if it's not going to work).  Now, when new invoices and estimates are generated, they still get emailed to the old address.  Even when the new office manager generates them with her own email/user profile.  When a customer replies to an emailed invoice or estimate (regardless of who generated it) - the reply automatically goes to my old email address even though I've changed the customer facing email to the new office manager.  I'm terrified to delete my old user profile for fear it will not let me back in QBO under my new User profile.  Anyone else ever had this problem? If so, how did you solve it?

1 reply

C
ChristieAnn 11
May 24, 2024

I appreciate you sharing and confirming details of what you've done, tanyam. I can see how important it is to email the invoices and estimates to your customer using the new email address in QuickBooks Online. Let's perform troubleshooting steps to ensure you can achieve this process efficiently. 

 

Since you already changed the customer-facing email and still the email sales entries use the old one, a full cache may cause this unusual behavior. I recommend logging into QBO using a private/incognito browser. Then, resend the invoices and estimates from there. This is to rule out any webpage issues, as incognito mode doesn't store local files or cache.

 

Use these keyboard shortcuts based on the browser you're using:

 

  • For Firefox or Microsoft Edge, press Ctrl + Shift + P.
  • For Chrome, press Ctrl + Shift + N.
  • For Safari, hold down Command + Shift + N.

 

If it works in incognito, you'll need to clear the cache of your regular browser. It deletes the history or log of sites so you can start with a clean slate. If the steps above don't work, use another supported browser as an alternative.

 

If the issue persists, I suggest contacting our QuickBooks Online Support Team again. They're the best support group as they can request account information and be able to investigate why the entries are still being sent using the old email address.

 

In case you need steps on how you can view different statuses of your sales transactions within the Sales page, you can read this article: View sales transactions in QuickBooks Online.

 

You're always welcome to tag me in your reply if you have any other questions about the invoice email address. I'm always here to back you up, tanyam. Take care!

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