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crystallady74
June 3, 2022
Question

Undeliverable invoice but email address is correct, and we are able to email each other

  • June 3, 2022
  • 4 replies
  • 0 views
Original commenter did not share additional details

    4 replies

    JessT
    JessT
    June 3, 2022

    Hi crystallady74,

     

    I appreciate the initial steps you did.  Let's check to see why you can't send your invoices.

     

    There could be a temporary issue with your recipient's email server, or it's blocking Intuit. You can let them check their settings and add *.intuit.com and *.intuit.net as trusted sites.

     

    If the issue persists, please contact our QBO Support to investigate this further. They have more tools on their end.

     

    On the other hand, you can check out the self-help articles for QBO should you need them in the future.

     

    Let me know if you have any other concerns. Take care and have a good one!

    B
    BWAquatics
    June 3, 2022

    I just started having the same issue with just one customer.  Have emailed invoices to them for a long time, then a couple of months ago, I started getting the following error: !Undeliverable - Unable to reach.  I tried sending the invoice (from QB Online) to her assistant whose email is the same domain name.  Same result.

    We can email each other from my company email address just fine.

      LieraMarie_A
      LieraMarie_A
      June 3, 2022

      Hi there, @BWAquatics.

       

      Currently, we have an ongoing investigation about invoice delivery issues in QuickBooks Online. Rest assured that our engineers are working diligently to get it resolved.

       

      I recommend contacting our Customer Care Support team so that they'll add you to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below. 

       

      1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
      2. Select Talk to a Human.
      3. Enter a short description of your concern and press Enter.
      4. Click I still need a human.
      5. Select Contact Us to connect with our live support.
      6. Choose Get a callback.

       

      In the meantime, you can send the invoice manually by selecting Print/Preview, downloading the PDF, and sending it via your own email.

       

      I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care,

      L
      LIS - AP
      April 8, 2024

      This is happening to our company as well. Biggest issue is that it appears to be specific customers and it relates to being rejected at the customer's email server.  Is this related to Intuit's use of Mail Chimp? can we notify our customers of a source email to add to their whitelist? 

      C
      Carneil_C
      April 9, 2024

      I appreciate you for chiming in on this thread and bringing this to our attention, @LIS - AP.

       

      I'm here to route you in the right direction for support to sort out this issue concerning your undelivered invoices in QuickBooks Online.

       

      Beforehand, you'll want to let your customers check their settings and add *.intuit.com and *.intuit.net as trusted sites. The recipient's email server may be temporarily unavailable or blocking Intuit.

       

      If the issue persists, I recommend contacting our QuickBooks Online Support team to have them further investigate this matter and have possible resolutions. Here's how:

       

      1. From the Search tab, click Contact Us.
      2. Enter your question and select Continue.
      3. Review and choose from the following: Have us call you, or Chat with us.

       

      On top of that, I have an article that will help you account for your customer payments: Receive invoice payment.

       

      Please let me know if you need clarification about invoices, or if there's anything else I can do for you. I'll be standing by for your response.

      D
      dixiedoor4277
      April 17, 2024

      Is there an investigation number we can reference when contacting QuickBooks support? Because I am having this issue also with hundreds of invoices - so saving as PDF, printing, scanning, etc is way too time consuming for my business to do, especially since I am paying for these services. 

      S
      suzierbrett
      February 11, 2025

      I'm having the same issues as @dixiedoor4277  and @DamienAccounting  and they have been going on since Nov 2024. I've called every single month and now every week and they still say the case is open and they are trying to resolve it. They always give me alternate troubleshooting issues and I've literally read every post with all troubleshooting recommendations, tried them all and still we have the same problems. Now today we've been testing with our own personal emails and are not receiving emails. We have multiple that we cannot be sure are going out or not and it's so complicated now that we just need QuickBooks to resolve this issue yesterday. What is happening?! If we don't have any improvements, we're looking at cancelling our account and moving onto a different platform, we will also be asking for a refund. I can make sure my clients are getting emails eventually with manual workarounds, but this is NOT ideal long term and has our business appearing very unprofessional. 

      S
      suzierbrett
      February 12, 2025

      Has anyone had any positive results with these suggestions? I've tried them all as well as the suggestions given to me over the phone and nothing is resolving this issue. If anyone has resolved this issue. Please post what worked!

      D
      DamienAccounting
      February 15, 2025

      I have not. I think it might be due to people Unsubscribing from QuickBooks emails. 

       

      I've had to resort to manually emailing clients the invoice link (not ideal).

      Z
      zarma1
      March 4, 2025

      I FINALLY GOT THIS WORKING!

       

      when sending an invoice to a customer, there is a centerfield where you can select into it as a sender or your company email as a sender.  At some point we had added our company email as a sender.  This causes some sort of a bug in the system and into its servers have issues with sending emails with other company domains in this Sender address.  So I clicked the drop-down menu under sender and chose to delete email address, or better said the company’s email address, And only left the intuit email address as the sender.  That is the default.  Then I had to erase the last couple of characters on the customer’s email address so that it would think I was typing a new one.  Then I retype the character characters I had deleted and immediately press send.  The invoice sent without an issue anymore.  New invoices sent without a problem.  But invoices that you previously tried to send where you receive the message unable to reach, Will have to be sent in this way where you make sure that the sender is into it and that your company’s email is no longer an option as a sender, and you will have to delete the last few characters of your customer’s email address and retype them.  Do not click anything else after you retype them other than send.  If you click on anything else, you will have to erase the last few characters of the customer’s email address again before you click send.  All new invoices are sending just fine without having to erase any characters in the customer’s email address.  So again, this only applies to emails where you are sending a previously unsent invoice.  I hope this helps someone else.  And just FYI, the customer will receive the email and the from will indicate Your company‘s name at intuit.quickbooks.com, But if the customer clicks reply to the email, It will send it to whatever email you have selected as your company email in your company settings.  So you will still receive emails from your customer. Into its email address it’s only used to send the invoice to them

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