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My emailed invoices are not being received by my customers

Forum|Forum|5 years ago
February 18, 2021
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QuickBooks Self-Employed

Best answer by JackS

@User since 2008

I am not an employee of QB but I figured I would help them out. I took the liberty of copying and pasting the approved message from their internal "handbook of answers"... I believe this one comes out of page 182 sec. 2 paragraph 3....

"Hi everyone on this thread, we appreciate this has been going on a long time and is causing a lot of frustration for our customers, however we're currently implementing measures to fix this issue. Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved.

Our team is aware of the matter and is in the process of implementing a fix that will solve this issue."

I politely asked a simple question and have yet to receive an answer. I feel for you guys with larger companies. I have to do this "workaround" for a handful of customers, and it is a major pain. I cannot imagine if I had hundreds or thousands of invoices monthly.

I guess we will just have to keep dealing with this for another year. Intuit is more focused on cleaning up the mess they created with Turbo Tax Re: the emergency 401k early withdrawal option from 2 years ago. Go read that post, it's a biggie. Lots of IRS penalties were billed to their users because of issues with the software when opting for the 3 year spread of liability.

Hi everyone, we're currently implementing measures to fix this issue. Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved. Our team is aware of the matter and is in the process of implementing a fix that will solve this issue.

In the meantime, I know not ideal, however, you can use these workarounds that will enable you to send invoices outside of QuickBooks:

You can save your form as a PDF and send it via email through your business or other email address

1. (For invoices or estimates only) You can send your customer a link to their invoice or estimate through SMS or messenger service. Simply click on “save and share link” then select “copy link” and paste it into your SMS or messenger service.

2. If you have a Gmail or G-suite email account, you can use the Send with Gmail feature to send QBO forms from your own address following the steps in Use your Gmail address to send invoices (https://quickbooks.intuit.com/learn-support/en-uk/help-article/invoicing/use-gmail-address-send-invoices/L7bMJtO01_GB_en_GB?uid=l4skpaqj).

3. You can save your document as a PDF, print it, and send your customer their forms via mail

4. Customers -> select Invoices -> batch actions -> Print -> Save as PDF -> email from own email service

5. Statement of open invoice -> Open Invoices report -> Print -> Save as PDF -> email from own email service

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userpete-coatesAuthor

I even sent a blank invoice to my own email and nothing 🤷

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RCV

Let's perform some troubleshooting steps for your customers received

the invoices, userpete-coates.

I appreciate you for performing some solutions to get this sorted out. We may ask your customers to check their junk mail and spam folders. If the email is still not found, let's try clearing re-entering your email address to refresh it in QuickBooks Online (QBO). Here's how:

Click the Gear icon on the top menu.
Under Your Company, select Account and Settings.
In the Contact info section, tap Email.
Clear the Company email field and enter the desired address, even if it appears correct as is. Let's make sure not to use any extra characters or spaces before, within, or after the address you enter.
Press Save and then Done.

Then, try sending yourself a test transaction again. If you still don't receive the email, try using 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 same thing happens, we may need to configure the server to accept QuickBooks Online mail server hostnames and IP addresses. Just follow Solution 3 in the 3 solutions for when customers aren't receiving your email article. You can also contact your IT expert to have the QBO mail server hostnames and IP addresses are added to your outgoing mail servers.

Feel free to visit our Sales transactions page for more insights about adding and managing customer invoices, sales receipts, and other sales forms.

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.

C

cwright1

I am also having a similar problem over the last few weeks where a handful of customer invoices appear in quickbooks as not sent - the e mail addresses are vaild and it only applies to a handful of invoices.

This is clearly a QB issue not the incoming server as the sugested solution implies

C

chrishawkins

Emails from QBO was working fine for our company until yesterday when it suddenly stopped working for no apparent reason.

It has worked fine for years now all of a sudden it doesnt. Customers are not receiving invoices and we dont get a copy to our own email address either.

This is a major problem for us as we have automatically recurring invoices and have no way of knowing if they have been sent.

We have spoken to customer service and they were not aware of any issue with it but have escalated to the engineering team. I dont know how we are going to be able to work without this functionality.

C

cwright1

Chris

its laughable that customer services say they are unware of any problem. They ought to be.

It sounds like the same issue as we have been having for much of the last 4 months. Because QB have a poor reputation as senders of spam a number of servers are blacklisting.

This doesn't affect all e mail servers only some. QB had advised earlier in this thread it would be fixed by 6th June - it has not been.

QB have not responded since then to this thread - presumably they are just clueless as to when this will get fixed.. or maybe just clueless..

Our workaround was to use a different domain for the company details in QB - a gmail e mail account for example - the invoices will then hopefully come to you so you have a record - otherwise they will show as undelivered.

it may be that your customers are receiving invoices - the undelivered can apply to just your e mail not theirs.

If any customers are also blacklisting QB then the only option is to manually e mail them out.

I hope this assists you in understanding the issue and a possible workaround - meanwhile the frustration on the complete lack of any customer service and refund/compensation is disgraceful.

Eventually people will vote with their feet and go elsewhere

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chrishawkins

Thanks I have done a few more checks.

When I originally tested I used the same domain for the test email as the one we receive copies on. I have now tested sending to my personal gmail account and I received it with no problem but still no copy to the company domain.

I think the issue may be that because of the volume of spoofed emails sent purporting to be from the notification.intuit.com domain that domain is being blocked at a higher level on servers.

I have tried whitelisting the domain in the spam filters on our server but it still doesn't get through.

I also checked the domain for intuit for blacklisting on MX Toolbox but there doesn't seem to be any blacklisting of it so bit of a mystery why it should be happening.

The fact that it isn't blacklisted would indicate its an issue with the Intuit servers and this is something that they should be able to fix relatively quickly so I have no idea why they haven't dealt with it. I do wonder about the knowledge of their engineering team as it seems they have an inability to fix the most basic issues.

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User since 2008

Good morning team,

There has been a massive increase in undelivered invoices to our customer since April 2022, I have noticed this amount has increased considerably in May and June, this is causing a massive problem, especially when you have a large database of customers. I know you can send invoices in alternate ways but there is definitely something not right, like some sort of SPAM filter or email scanning happening on QB invoices. Please advise urgently regarding a solution. Sadly if it is not fixed soon, going to have to look at another solution as we can;t continue like this.

Kind regards.

QB user since 2008

G

GeorgiaC

Hi User since 2008, thanks for joining this thread - this issue was reported to our techs in early June though we understand that some customers may have been experiencing issues prior to this. Please know that our team are actively working to resolve, and is aware of the matter and is in the process of implementing a fix that will solve this issue. We'll be updating here as soon as this fix is released. 🙏

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cwright1

HI QB team

This was actually reported in Feb 22- see this thread Re: My emailed invoices are not being received by ... - Page 2 (intuit.com)

So please don't say it was reported in June - that was somewhat misleading !!!

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info661

@JackScan we have a progress update? Its been over a month. We need a date by which it will be fixed, so we can keep our clients invested in this software. Its too time consuming to identify all the invoices that haven't been opened. I am an accountant with clients using QBO to send hundreds of sales invoices per month. It is not practical for them to be emailing customers lists of invoices to find out whcih ones they've received and which they haven't. 2 of my clients are reporting this fault. I myself have experienced it. And one of my clients tells me her suppliers are also experiencing it. We need a patch urgently. Another client wants to move to SAGE - its a nightmare.

LieraMarie_A

Hello, @info661.

We recognize the inconvenience caused by this invoice delivery issue. Currently, the investigation (INV-71760) is still ongoing. Rest assured that our engineers are working on a fix.

I recommend contacting our Customer Care Support team so that you'll be added to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below.

Click the (?) Help icon in the upper right-hand corner of the dashboard.
Select Talk to a Human.
Enter a short description of your concern and press Enter.
Click I still need a human.
Select Contact Us to connect with our live support.
Choose Get a callback.

In the meantime, you can send the invoice manually by selecting Print/Preview, downloading the PDF, and sending it via your own email.

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care always!

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ray fradge

still happening .. chat is load of rubbish, contacted them three days in a row , its Wirth the backend team ... person on chat just goes off a script, first person told me it's an issue with quickbooks the other two give me some info on how two fix , wasn't till I told them that the first person says then they changed it saying yeah I've just been informed its an issue that's getting fixed , honestly they lie ! quick enough to taken payment each month , I even says why I'm I paying for a service that isn't working , asked them to refund me and soon as its working I will pay... no response what so ever person in chat was taking 20 mins each time to reply , great stuff , glad they are getting paid to sit and respond while I'm on chat for over hour n half and not getting paid !! they don't even have the capabilities to have a phone line ..... rubbish

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User since 2008

We all feel your pain and frustration.

D

Dan183

Is there any way to fix this?

I'm unhappy about paying for a service that isn't working?

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ray fradge

You need get the receiver to add the QB email address to safe list , the email address is on this thread if you look back,

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cwright1

Sorry - if it was only that simple - please look back at the thread

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Gathering Moss

What's the latest with this?

My invoices were arriving fine from April 22 - August 22, then most of them have stopped appearing. I have had to resort to downloading them and sending them myself. I could do this using my own software for free.

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Ashleigh1

Hello Gathering Moss, unfortunately we still have not an eta on when this will be resolved our engineers are still working on getting it resolved.

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Mark Armistead

You can pass on from the community that we think your engineers are useless. They could have implemented a fix of allowing the system to send a form via our own web mail clients by now. This is from a company which made two billion dollars last year. Time to pour some of that back into proper a proper dev team.

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tangonovemberbravo

Based on the outrage and level of activity on this and other threads, this is clearly not a priority for Intuit, nor is honest and transparent communication.

After more than 20 years of working with Quickbooks I finally took the step to migrate to another solution, in my case I'm looking at Sage. I was referred to Movemybooks.co.uk which offers a free data conversion service that may be of interest to some frustrated QBO users here (2 yrs of data free, previous years charged at £75/yr + VAT).

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Mark Armistead

@tangonovemberbravoPlease let us know how you get on with Sage. 20 year Desktop user too and so pee'd off with all this. Two companies moved over but been running Desktop in parallel for my main buisness, as I just can't trust QBO.

As far as the support around here, and on the Facebook page it terrible. The online chat service is painful along with the pahone service, unless you get through the UK office then all they do is agree with you and say they'll call back, but never do.

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Suzanne 1

I use Xero for my husband's business and it seems good.

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itbuilder

We have been having this issue for months too. I am on this forum researching it for our finance manager who wants to get from QBO because he has simply had enough. It creates hours more work a month for him than he needs to do. I am technician and understand the issue. It is a complete moving target trying to maintain mail servers reputation in a world with so much anti-spam protection. Something mass mails many thousands, or even millions, messages with links and attachments is going to be tricky to keep from being blocked.

What I don't understand is why QBO do not offer the option to relay your outbound email to your OWN mail servers and manage your reputation yourself. I could solve this problem for us TODAY if they included it, like many cloud providers do. Simply enter your smtp mail relay server and QBO hands off to that server for email delivery - it worked for QB Desktop. This approach also allows you to deliver emails from your own domain name and with branding, to personalise the experience. Not a free 'advert' for QBO - not that it is doing them any favours at the moment.

Come one, Intuit - add an outbound mail handler (MTA) and let us get back on with running our businesses!!!

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info661

@itbuilderwe are on your page - the whole community have been telling them the same thing for months. We know its not possible to carry on as they are so our proposed solution (as you have said) to use our own email addresses would get everyone up and running again with the additional benefits that (1) our customers could hit reply to our emailed invoices if they have a query; and (2) there is an email thread so we can see the content of our covering email messages.

QBO just keep saying they are "working on it". They won't tell us what exactly the remit is that has been given to their tech team to work on. And they cannot give us any time frame for resolving it.

There is at some point on one of the other threads on the forum a very techy workaround - I asked for screenshots to help guide us through how to implement this or tech support to walk us or our clients through it. Didn't get any response to that request.

They have also offered a solution if you have a gmail address then instructions on how you can use that! How Micky Mouse is that?

I recommend you keep asking for refunds of your monthly fee until its fixed. I have secured back dated refunds for clients.

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MOMK

Still NOT working. It is now December 20th 2022. When will emailing via QBO be fixed. No one is receiving invoices. Your workarounds are NOT feasible for thousands of invoices. Even hundreds wouldnt be feasible!! Please advise!!!

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