Skip to main content
S
slinkydesign
August 16, 2022
Question

Two of my invoices didn’t reach my client. They were both sent on the same day to the correct email address. Has anyone experienced this before?

  • August 16, 2022
  • 2 replies
  • 0 views
Original commenter did not share additional details

2 replies

K
Kevin_C
August 16, 2022

Hello there, @slinkydesign.

 

Thanks for posting here in the Community. I'm here to provide some details regarding this invoice delivery issue and help point you in the right direction for support.

 

Currently, we've already received reports that some users have also encountered the same issue you're having. Rest assured, our Engineering Team is aware of this and is working diligently to resolve it.

 

While we're unable to tell when this issue will be resolved, I recommend contacting our Customer Care Team. They can add you to our notification list, and you'll receive an email notification once an update is available. You can present this investigation number (INV-72878) to our representative as your reference.

 

Here’s how to get in touch with them:

 

  1. Log in to your QuickBooks Online account.
  2. Click the ? Help button at the top right corner.
  3. Go to the Search tab, then select Contact Us.
  4. Enter a brief discussion with your concern, then click Continue.
  5. Choose a way to connect with us.

 

Please check out our support hours to ensure that we can address your concerns on time.

 

In the meantime, you can use one of the following workarounds to send your invoices:

 

 

Additionally, you may refer to this article on how to view all sales transactions and invoice status on the Sales page: View sales transactions.

 

I appreciate your patience as we’re working to fix this. Just let me know if you have follow-up questions by commenting below. I'm always willing to help. Keep safe!

O
Oil2341
August 17, 2022

I've had the same problem with emailing remittance advices today - message flashes on screen saying 'sent successfully', but they are not being received by recipients, and there is no sign of them in the audit log

M
Mark_R
August 17, 2022

I appreciate you checking the audit log to view the emailed remittance advice, @Oil2341.

 

We haven't received any reported issues about sending remittance advice in QuickBooks Online (QBO). Let's verify it with your supplier.

 

Sometimes QuickBooks emails will be added to the junk or spam folder. Thus, you may coordinate with your supplier and let them check their junk or spam folder to verify. 

 

If they still haven't seen it, you'll want to verify if their email address is right. It's possible that the entered recipient's email address was incorrect.

 

Once you've verified and the email address was correct, you'll need to configure your email setup or clear and re-enter your email address. Here's how:

 

  1. Sign in to your QBO account.
  2. Click the Gear icon, then select Accounts and settings.
  3. Select Company from the left menu and go to the Contact info section.
  4. Clear the Company email address field and enter the desired address, even if it shows the correct one. Make sure not to use any extra characters or spaces before, within, or after the address, you enter.
  5. Hit Save, and then Done.

 

Once done, send yourself a test transaction to narrow down the result. If you're getting the same issue, 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 these solutions don't work for your, you may need to ask an IT expert to have the QBO mail server hostnames and IP addresses added to your outgoing mail servers.

 

Come back to this post and let me know how it goes, @Oil2341. I want to make sure this is taken care of.

 

You may also want to view the status of your supplier transactions in QuickBooks. You can go to the Expenses menu and select Vendors. Then, choose your preferred supplier and click the Transaction List tab.

 

Have a good one.

O
Oil2341
August 23, 2022

I had already advised the supplier to check their junk folder, I'd re-entered their email address, and also sent myself the remittance as a test - none of which produced a result.

However, before I got round to configuring my email setup as you suggest, I sent some test remittances the following day and they were received, so the issue appears to have resolved itself thanks

Terms & ConditionsAccessibility statement