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stevesimmondssup
April 22, 2024
Question

Customers are not receiving my invoices sent via email through QuickBooks

  • April 22, 2024
  • 1 reply
  • 0 views
Original commenter did not share additional details

1 reply

I
IrishNinoJ
April 22, 2024

Hello there, steve.

 

Here are some reasons why your customers not be receiving invoices sent via email in QuickBooks Online (QBO) and how you can fix the problem:

 

To begin, clear and re-enter your email address, and make sure not to use any extra characters or spaces before, within, or after the address you enter. To achieve this, you can follow the steps below:

 

  1. Sign in to your QBO account.
  2. On the upper right-hand corner of the page, click the Gear icon and then select Account and settings.
  3. Go to the Company section, then select Edit in Contact info.
  4. Clear the Company email field and enter the desired address as is, even if it appears correct.
  5. Select Save, then Done.
  6. Send yourself a test transaction.
  7. If your customer still don't receive the email, use 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).

 

If the first solution doesn't work, you can ask an IT expert to help you with the following solution. The IT expert needs to add the QBO mail server host names and IP addresses to your outgoing mail servers' allow list. This is so your QuickBooks emails aren't mistakenly marked as spam.

 

Below is a list of Host Names and IP addresses your IT expert needs to add to your allowlist.
 

 

If you have further concerns about managing your invoices in QBO, feel free to come back here in the Community. We're here to assist you 24/7.

T
Trufflepig
April 17, 2025

I'm experiencing the same issue where some of our invoice emails (especially those ending .ni.sch.uk) are not being received by certain customers. In the invoice activity log, I can see the emails have been marked as "Sent," but not as "Viewed." I've contacted the customers directly, and they've confirmed they have not received the emails. For other invoices that are being delivered I can see them marked as "Viewed," when customers receive and open them.

I’ve already tried removing and re-entering our company email in the settings, but that hasn’t made a difference.

I have a question regarding allowlisting IPs and hostnames: since QuickBooks sends emails from [email address removed], I’m unclear on how adding IPs and hostnames to our domain would affect delivery. Would switching to send invoices via our own domain, and then allowlisting those IPs and hostnames on our side, make any difference?

From what I understand, the issue lies with the customer’s mail server potentially rejecting the emails. Should we instead be asking our customers—especially those with .ni.sch.uk domains—to add QuickBooks’ IPs and hostnames to their allowlist?

J
JanbonN
April 17, 2025

Thank you for sharing those details, Trufflepig, and for your patience in troubleshooting, Trufflepig. To improve email delivery success, I suggest configuring the mail servers for both your company and your customers with the recommended IP addresses and hostnames. I'll provide more details on this below.

 

For your security and privacy, we have removed the email address you shared.

 

Regarding the first concern, using your domain to send invoices and adding IP addresses and hostnames to the whitelist can enhance email deliverability. However, this option is only available through Gmail. This approach gives the emails greater credibility and reduces the likelihood of them being flagged as spam.

 

Regarding the second concern, since the delivery issues mainly involve recipients with .ni.sch.uk domains, their servers might be blocking the emails. I suggest asking these customers to add QuickBooks IP addresses and hostnames to their allow list, which could help prevent the emails from being flagged by spam filters.

 

That said, the next step is to collaborate with an IT professional. They can assess the setup to ensure it's correctly configured to align with your business needs.

 

As a temporary solution, consider downloading the invoices and sending them manually outside of QuickBooks.

 

Additionally, you can send statements to show customers summaries of their invoices, payments, credits, and balances.

 

If you have more questions about managing your invoices in QuickBooks, Trufflepig, please revisit this thread. We're here and ready to assist you in any way possible.

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