Some of the invoices I send are not being received by my customers, the email address is correct so it must be another issue. Can anyone help ?

Hi there, info-oakfireands and Mark Armistead.

Currently, our software engineers are still investigating this invoice email issue (INV-71760). Rest assured, we're doing our best to get this resolved as soon as possible.

To be added to our list of affected users, I'd recommend contacting our Customer Care Team. You'll receive email updates of the investigation's status and will be notified once it's been rectified. Here's how to connect with us:

1. Go to the Help icon.
2. Select Talk to a human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human, then select Contact Us to connect with our live support.
5. Select Get a callback or Send a message to start a conversation.

In the meantime, you can manually download the invoice into a pdf file, and then send it to your customers outside QuickBooks Online. I'm also adding this article to learn what to do when your customers are not receiving your invoices, sales receipts, estimates, statements, or reports:  3 solutions for when customers aren't receiving your emails.

Your patience is greatly appreciated as we work through this. If you need more help in managing your invoices, please don't hesitate to reach out to me again.

I like to extend an extra hand to help, bethwins.  

I've checked with INV-71760 provided above by my colleague and found it's already closed. But don't worry, I have a couple of solutions to help you fix the issue.   

Solution 1, let's reset your email address. Here's how:  

1. Sign in to your QuickBooks Online account.
2. Go to the Gear icon, then choose Account and Settings
3. Pick the Company section, then select Edit in Contact info.
4. Check each email address and modify it as needed.
5. Press Save, then Done. 

If solution one doesn't work, we can clear and then re-enter your email address. 

1. Go to the Gear icon, then hit Account and Settings.
2. From the Company section, then select Edit in Contact info.
3. Clear the Company email field and enter the desired address as is, even if it appears correct. (Note: Be sure not to use any extra characters or spaces before, within, or after the address you enter).
4. Tap Save, then Done.
5. Send yourself a test transaction. 
6. If you still don't receive the email, try using a different email address with a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead). 

If the first two solutions don't work, check this article: 3 solutions for you when customers aren't receiving your emails. You can follow solution 3 for another option to help resolve the issue.  

If not resolved, alternative ways to send forms are:

• You can save your form as a PDF and send it via email through your business or another email address.
• (For invoices or estimates only) You can send your customer a link to their invoice or estimate through SMS or messenger service. Click on "save and share link" then select "copy link" and paste it into your SMS or messenger service.
• 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.
• You can save your document as a PDF, print it, and send your customer their forms via mail.

However, if none of the solutions above works, I suggest contacting our customer support team. So one of our agents can further check your account in a safe and secure environment and assist you with different solutions.  

The Community and I will be here to help if you have further questions or concerns. Take care and have a good one.

Hello Nicola Woodward, if some of your invoices are not being received by your customers, please can you have a look at this article and follow the steps.