I have activated our customized email for sending receipts and I have tested it by forwarding 3 receipts today, none of them went through. Can you help?

Hello Naheyawin,

It's awesome to hear that you're already diving in with the new customized email format for emailing expense receipts and bills to QuickBooks Online for easy entry of these transactions. Making sure that everything is working correctly is important, and I'm here to help.

Since you've been able to test it out, it sounds like you've got everything set up correctly. I recommend starting with the Email receipts and bills to QuickBooks Online article just to be absolutely sure no steps have been missed. Once you're sure everything is good to go there, it's time to troubleshoot this.

Clearing out the browser or app cache is a good first troubleshooting step. As a cloud software, QuickBooks Online can get stuck when there's old data in the cache. It could be that the program is hung up on the way the process used to work and simply needs a refresh. Here are troubleshooting steps you can try to see if things get back in working order.

• Clear your browser cache and temporary Internet files if you're using a browser
• Clear the app cache and temporary files if you're using the QuickBooks Online app for Windows or Mac
• Try a browser if you're using the app
• Try another browser entirely
• Make sure you're using a supported browser and system
• Reset your Internet or try on another computer or device

After each of these, check QuickBooks to see if the receipt is showing up. If not, try sending it again and giving it some time to process just in case before moving onto the next troubleshooting step.

If that doesn't resolve the issue, get in touch with our support team using one of the following methods.

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

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Our agents have the tools and expertise to help you with these sorts of situations. Don't be afraid to reach out!