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Anonymous
Apr 6, 2023 12:42 PM UTC
Solved

Invoices are not being received when sent from QBO/ QBOA

Hi Everyone,

 

Please be aware of an issue which started at approximately 10am 06/04/2023 where invoices/ transactions which are sent from QuickBooks are not being received to clients emails.

 

We have raised this as high priority to our engineering teams who are currently working to resolve this.

 

If you need to urgently send invoices/ transactions to customers you can do so by following these steps:

  • Select the invoice and go to View/ Edit
  • Go to the bottom of the invoice and select Print/ Preview
  • Select Download
  • Then send the download via your email

 

We apologise for any inconvenience this issue may cause and are tracking contacts on Investigation Number: 86148. If you would like to be signed up for email updates please comment on this community thread (please do not include personal information in your comment as this is a public forum).

    Answer
    Apr 11, 2023 9:43 AM UTC

    We are now able to confirm that the issues you have been experiencing with transactions not sending via email has now been RESOLVED.

     

    Nevertheless, if you are still experiencing the unusual behaviour, please clear your browsers cache and cookies, and reattempt using an incognito window, or contact our our support team for additional troubleshooting steps.

     

    There will be no further updates regarding this investigation.

     

    Thank you for being patient with us while we worked to resolve this issue for you!

     

     

    View in thread

    17 replies

    Liz Robson
    Apr 6, 2023 1:30 PM UTC

    I am having this problem too and was logged with Case:1597632807.  Remittance advices are also affected. 

    Anonymous
    Apr 6, 2023 1:32 PM UTC

    Thanks for letting us know you are impacted. I've signed you up for email updates on our investigations progress. 

    Liz Robson
    Apr 6, 2023 1:43 PM UTC

    Do I need to log the issue? I've had an email bounce with my case reference not recognised?

    Kel141
    Apr 6, 2023 2:22 PM UTC

    Same issue here and only replying so I keep updated

    GeorgiaC
    Apr 6, 2023 2:58 PM UTC

    Hi Kel14, we've added you to our investigation for email updates - thanks for your patience while we work on this. 

    JoannaUK1
    Apr 6, 2023 3:49 PM UTC

    Any updates?

    GeorgiaC
    Apr 6, 2023 5:05 PM UTC

    Hi JoannaUK1, 

     

    Our team are continuing to work towards a resolution for this with priority - please await further updates on our investigation by email. 

    caq1
    Apr 6, 2023 8:55 PM UTC

    Same issue. Thank you

    Anonymous
    Answer
    Apr 11, 2023 9:43 AM UTC

    We are now able to confirm that the issues you have been experiencing with transactions not sending via email has now been RESOLVED.

     

    Nevertheless, if you are still experiencing the unusual behaviour, please clear your browsers cache and cookies, and reattempt using an incognito window, or contact our our support team for additional troubleshooting steps.

     

    There will be no further updates regarding this investigation.

     

    Thank you for being patient with us while we worked to resolve this issue for you!

     

     

    joannauk11
    Apr 11, 2023 11:35 AM UTC

    Most of the invoices been sent now but there is a few that are still having "delivery issues". How can we fix it please? I've cleared cache, cookies, and used incognito tab without success.

     

    Thanks

    GeorgiaC
    Apr 11, 2023 12:07 PM UTC

    Hi joannauk11, please try sending the invoice from a different web browser or create a copy of this (by clicking More > Copy on the invoice footer) to send. Be sure to delete the original after saving & sending to avoid duplication. 🙂

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