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office-southheat
October 7, 2024
Question

Customers not recieving invoices

  • October 7, 2024
  • 2 replies
  • 0 views

Hello

ive been having some issues with invoices not arriving at customers emails, Some are saying there not seeing anything from us in junk or spam. They are just disappearing. The email addresses are correct and if i send an email from my email it will arrive but from quickbooks it just does not work. ive had a look and from what i can see you can only send from a gmail address instead? is that correct ? we would like our customers to recieve the invoices without having to ask if they have recieved it or not each time as this is not professional. 

Any help would be great. To add the email address that quickbooks is sending from is [email address removed] and i can not seem to change that to our email which i have put in the company info? help please

2 replies

MsNorthPND18
MsNorthPND18
October 7, 2024

I thank you for taking the time to be here and express your concerns in QuickBooks Online (QBO). We are committed to helping you get those invoices sent out.

Yes, that's right.QuickBooks Online sends all emails from Intuit servers using our own default domain, and we cannot change this information. However, you do have the option to use your Gmail account to send invoices to your customers.

 

Furthermore, when an email does not reach its recipients, it's normally due to an incorrect email address or a temporary issue with the recipient's email server. Since their emails are already accurate and other emails are working except from QuickBooks, I recommend having your customer work with their IT support to configure their server to accept QuickBooks Online mail server host names and IP addresses. Please refer to the Solution 3 section of this article: 3 solutions for when customers aren't receiving your emails.

It is also important to note that some email domains may block @intuit.com communications on their servers. You can share this additional steps to your customer to resolve the issue:

  1. Send an email to Intuit's email. This should trigger the email domain to recognize the @intuit domain as a trusted site. After doing this, try your request again.
  2. After requesting a new verification code, wait at least 5 minutes to see if the email appears in your inbox.
  3. If the email does not appear after 10 minutes, contact your email provider to evaluate the security settings for your email profile.

 

In addition, I've added this article to guide you with entering invoice payments in QuickBooks: Record invoice payments in QuickBooks Online.

 

Check back with me here in the Community and update me on how things are going with your invoice delivery issue. I'm committed to supporting your success.

R
R Conroy
January 8, 2025

Quickbooks needs to work with the email providers as this doesn't happen with Xero, can't believe this is still a problem!  Its painful, I have to cc my email and forward every invoice as this is a regular occurance!

paul72
paul72
October 8, 2024

Hi @office-southheat 

 

QBO sends all emails from Intuit servers.  It would be infinitely better (not to mention, more professional) if there was an option to send via your own email server.  There is/was an option to go via gmail (but mileage may vary on getting that link to work) & unless you use a gmail address, it doesn't look very professional for invoices to be coming from a different address/domain.

 

To test the system, add your own address as a CC or BCC for all invoices.  If the CC email is getting to you, the system is working as it should.

 

The problem lies in the workings (or not) of email.

 

QB/Intuit's servers probably send out millions of emails a day. Every now & again, some of their addresses get blacklisted by other email servers (either intermediate or end user) - essentially marked as senders of spam. When that happens, most end-users will find the QBO emails in their spam/junk folders. However, many corporate systems will either quarantine the emails or delete them without further checks.

 

QB/Intuit can/should be constantly monitoring the published blacklists & getting their servers removed. How efficient they are at doing that is a question you can probably answer yourself.

 

If customers cannot check their spam/junk folders your only viable workaround is download & send the invoices from your own email account (or fwd the cc when you receive it). That will be much more reliable as your customer's email system will probably recognise your address as a contact & be more likely to allow emails through.

 

Hope this helps (or at least, explains).

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