Anonymous
Not applicable
‎April 06, 2023 01:42 PM

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).

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Liz Robson
Level 1
‎April 06, 2023 02:30 PM

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

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Anonymous
Not applicable
‎April 06, 2023 02:32 PM

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

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Liz Robson
Level 1
‎April 06, 2023 02:43 PM

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

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Anonymous
Not applicable
‎April 06, 2023 03:06 PM

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Hey Liz,

 

You don't need to log the issue I've attached the case ID to the investigation.

 

You will receive our next email update which is due shortly- we will also update this thread as well when the issue is resolved.

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Kel141
Level 1
‎April 06, 2023 03:22 PM

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Same issue here and only replying so I keep updated

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GeorgiaC
QuickBooks Team
QuickBooks Team
‎April 06, 2023 03:58 PM

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

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JoannaUK1
Level 1
‎April 06, 2023 04:49 PM

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Any updates?

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GeorgiaC
QuickBooks Team
QuickBooks Team
‎April 06, 2023 06:05 PM

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Hi JoannaUK1, 

 

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

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caq1
Level 1
‎April 06, 2023 09:55 PM

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Same issue. Thank you

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Anonymous
Not applicable
‎April 11, 2023 10:43 AM

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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 solution in original post

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joannauk11
Level 1
‎April 11, 2023 12:35 PM

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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

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GeorgiaC
QuickBooks Team
QuickBooks Team
‎April 11, 2023 01:07 PM

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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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joannauk11
Level 1
‎April 11, 2023 01:20 PM

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Your solutions didn't help sadly

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Ashleigh1
QuickBooks Team
QuickBooks Team
‎April 11, 2023 02:48 PM

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Hello Joannauk11, please contact our Live Support team so this can be investigated further. Just click the Help icon in your QuickBooks Online (QBO) account. From there, you can request a callback or start a live chat with an expert. For more information on how to contact them, please click this link: How to get help with QuickBooks. 

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joannauk11
Level 1
‎April 11, 2023 02:52 PM

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Yes, been on to support and it is being investigated apparently

 

Thanks

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MJTaylor
Level 1
‎June 27, 2023 04:18 PM

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We're having the same issue. I have spent hours today trying to resolve this. Constantly being sent the same link by support to whitelist IPs/domains when I know this will make no difference.

 

Interestingly we have a created a new company using the same settings and the emails are working.

 

Help!!!!

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JackS
Moderator
Moderator
‎June 27, 2023 04:35 PM

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Hi @MJTaylor , could you please contact us via Facebook Messenger and from there, we can arrange that one of our Specialist team call you about this.

 

Please reference this chat in your message and we will get this organised.

 

Thank you! 

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