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JonoC
April 14, 2023
Solved

All invoices bounced back on QB online

  • April 14, 2023
  • 3 replies
  • 0 views

Hi, hope somebody can help as I'm close to throwing myself off a cliff.

For over a week now we haven't been able to send any invoices to any clients. When we do we get an error message within QB online to say the invoice has bounced back. This happened one day when QB acknowledged there was an issue their side. Then they said it was resolved and are saying it's down to my email provider.

They are telling me it's down to my 365 blocking the emails getting sent out. They tell me that the emails don't get sent out by themselves, even though the email address is [email address removed]. They say that they get routed through our 365 and out to the customer, and that's where the fault lies.

Is that the case? Is there anything I need to check with 365 Admin Centre to get this to work? Or are they just pulling the wool over my eyes?

Best answer by paul72

Hi @JonoC 

 

I'm going to add my twopenn'orth but, just to caveat, I may be entirely wrong because I download all invoices & send manually (there are far too many posts on here about invoices not sending / not being received / being marked as spam for me to contemplate sending via QBO - besides which the QBO emails are either advertising for QBO or, if you switch off HTML, amateurish).

 

As far as I'm aware, there is no option in QBO to send invoices via your own email server - this includes M365.  See this thread from about a year ago https://quickbooks.intuit.com/learn-support/en-uk/transactions/is-it-possible-to-link-an-office-365-email-account-for-sending/00/1063549#M16227

 

The only alternative to using QB's own email servers is Sending via GMail (& I think this also works for GSuite/Workspace accounts too).

 

QB Desktop had the option to link with Outlook to send directly & might also have been able to use 365 (not sure on that one).

 

Have you at any point entered your M365 account details into any part of QBO?

If not, QBO cannot be sending via your M365 account.

3 replies

E
emmam6
April 14, 2023

Hello Jono,  Thanks for reaching out to the Community. We have looked at your ongoing communication with the customer support team, we can see they have asked you to contact Microsoft to get an email from them stating there is no blocks or issues at their end. We can see you're waiting for a reply currently from the support team so we have sent them a message to ask them to update you ASAP. In regards to 365 it is worth speaking to Microsoft themselves, there is an option to report good email on this help article that you could look at(this a MIcrosoft article). We'll open the thread so any users who have experienced a similar issue and wish to add to this thread can do.

J
JonoCAuthor
April 14, 2023

Thanks Emma.

Can you confirm that invoices generated through QB Online are not sent directly out from QB email servers and are instead routed through my 365 tenant using SMTP?

E
emmam6
April 14, 2023

Hello Jono, We have spoken with the senior team who have advised that part of the adding Quickbooks to the safe sender process is to configure the server to accept Quickbooks Online mail server host names and IP addresses and if that has not worked the next step would be the server in this case Microsoft 365 confirming there are no issues/blocks at their end. Nigel the customer support agent you're dealing with will be in touch with you about the information Microsoft are requesting and the links they sent.

J
JonoCAuthor
April 14, 2023

So, I have just tested again and it looks like they are starting to come through now.

 

Looking at the header information on the test invoice I sent to myself I see the following...

 

Received: from o2.e.notification.intuit.com (167.89.58.229) by mx-gate18-hz1.hornetsecurity.com;
Date: Fri, 14 Apr 2023 14:16:46 +0000 (UTC)
From: C******** <[email address removed]>
X-antispameurope-Connect:o2.e.notification.intuit.com[167.89.58.229],TLS=1;EMIG=0
X-antispameurope-orig-host:o2.e.notification.intuit.com
X-antispameurope-orig-ip:167.89.58.229
 
This proves beyond doubt that these invoices are sent by you and have nothing to do with Microsoft as you have been suggesting all this time.
 
Can you please explain the above? 
 
E
emmam6
April 14, 2023

Hello JonoC, Thanks for your reply. We're happy to hear that the invoices are starting to come through. We do see what you're saying in regards to the server. We can only add that ip addresses and host names can be blocked. The case you're speaking with Nigel on was escalated to our engineers which is the highest level we have. We do understand why you want to get more detail on this. We have the same hierarchy for escalating this issue as the support team and we don't wish for you to have to repeat anything so the best thing to do would be to reply to the email you received today asking for more specifics.

J
JonoCAuthor
April 17, 2023

"We can only add that ip addresses and host names can be blocked"

 

What, to every client we have at exactly the same time? We were unable to send any invoices from QB online. But instead of trying to investigate the issue you palmed the fault off on Microsoft, insisting that the invoices were somehow sent from your email servers and routed through our O365, even though I knew this to be untrue. The above header information proves me to be correct.

 

https://quickbooks.intuit.com/learn-support/en-uk/transactions/invoices-are-not-being-received-when-sent-from-qbo-qboa/00/1240949

 

This is the incident in question, we were unable to send any invoices from this date, which was never resolved for us even though you classed it as such.

 

I dread to think how long this would have carried on for, no invoices being sent and QB's refusing to investigate and sending me on a wild goose chase with Microsoft, if it hadn't started working of its own accord.

 

I don't know if it's a case of QB not having any knowledge of how their systems work, or, actually not wanting to investigate the issue and just creating some story about how the fault lies with my email provider!

 

"the best thing to do would be to reply to the email you received today asking for more specifics."

 

The last email I received from Nigel was a single sentence advising "the issue still lays with Microsoft" and not requesting any details, so don't imply you were investigating anything or waiting on me to provide details.

 

I spent hours and hours on the phone with your helpdesk trying to get it through to them that it had nothing to do with Microsoft. Even in this post you won't admit it! I just find it absolutely shocking.

 

I hope this post helps anybody else should they find themselves in the same dire situation. 

paul72
paul72Answer
April 14, 2023

Hi @JonoC 

 

I'm going to add my twopenn'orth but, just to caveat, I may be entirely wrong because I download all invoices & send manually (there are far too many posts on here about invoices not sending / not being received / being marked as spam for me to contemplate sending via QBO - besides which the QBO emails are either advertising for QBO or, if you switch off HTML, amateurish).

 

As far as I'm aware, there is no option in QBO to send invoices via your own email server - this includes M365.  See this thread from about a year ago https://quickbooks.intuit.com/learn-support/en-uk/transactions/is-it-possible-to-link-an-office-365-email-account-for-sending/00/1063549#M16227

 

The only alternative to using QB's own email servers is Sending via GMail (& I think this also works for GSuite/Workspace accounts too).

 

QB Desktop had the option to link with Outlook to send directly & might also have been able to use 365 (not sure on that one).

 

Have you at any point entered your M365 account details into any part of QBO?

If not, QBO cannot be sending via your M365 account.

    J
    JonoCAuthor
    April 17, 2023

    Thanks Paul.

     

    Yep, I knew it had nothing to do with O365, it's just that QB were adamant it did route through it somehow and I had to contact Microsoft. They just would not accept it was their email servers and instead falsely claimed it routed through my email servers. I just find it ludicrous but at the same time extremely scary that they gave me an impossible task of contacting Microsoft and asking them to look into an issue which had absolutely nothing to do with them.

     

     

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