Question

Emails send with default template regardless of changes

Forum|Forum|5 years ago
May 4, 2021
23 replies
74 views

I have a user who is trying to send invoices from the email function within QB but when the body of the message is edited from the window that comes up it still sends the message with the default template only. The other users don't have this experience and are on the same version of Windows and using the same version of Office. Is there something that I am unable to find that causes this problem?
I tried running QB as an administrator which did not resolve the issue. Same for Outlook.

QuickBooks Accountant Desktop

C

CreegzAuthor

This post has been deleted.

Thank you for the reply. Quickbooks does send the email through Outlook but the issue is that the body of the email is always the default template. My user sent me a test where he deleted all of the default text but I received an email with the default template text in it.

MaryLandT

Level 10

Thank you for keeping us updated about the email template, Creegz.

In QuickBooks Desktop, you're unable to edit the email message to an existing invoice template.

You'll have to add a new template and make modifications so you can use it when sending invoices to your customers.

Here's how:

In your QuickBooks Desktop, go to the Edit menu, then select Preferences.
Click Send Forms and go to the Company Preferences tab.
Select Add Template.
In the Add Email Template window, enter the correct information and click Save.

Just in case you'll want to personalize your invoice, you can check out this article for the detailed steps and information: Use and customize form templates.

Please keep me posted for all of your QuickBooks needs, I'm always glad to help send your emails to customers. Take care and stay safe!

X

XTNAA

I noticed that my QuickBooks will not include my signature or edits from outlook emails when I email from QB. I checked back in my sent mail and found that it started 4/20/2021. I tired to make a new profile on QB and still not working. I even tried changing QB to email through Gmail instead of outlook and that did not work either.

I checked two other profiles on our QB and looked at their outgoing emails from QB and they are working fine, keeping the signature and body edits. We even did a restore backup of the program files to before 4/20/2021 and this did not resolve the issue.

C

CreegzAuthor

This is the exact issue I am experiencing. It only affects one user at this time in my environment. I haven't been able to figure out what the root cause is yet.

4

4Tahoe

We're experiencing the exact same problem.

We're using QB Desktop Premier 2019 R15P. Only one user (of 4) is experiencing this. And it's only occurring when using email relay through Outlook. When using a Gmail account, the problem does not occur, and the user is able to edit the template before sending the email and the edits are retained in the actual email that is sent.

The user has Outlook 2019 (all latest updates installed), on Windows 10 (2004).

MaryLandT

Level 10

Let me provide an additional step to fix the issue, 4Tahoe.

I'm seeing that the template is affected by a certain user. The data of this user could be damage.

You'll want to delete and re-create the access of the user to fix it. You can manage your QuickBooks Desktop account in one place with the Customer Account Maintenance Portal (CAMPs).

Let me guide you through the steps;

Sign in to My Account as the primary contact user.
In the Manage your QuickBooks page, select the product or service you would like to manage.
At the upper right of the page, check if you're opening the correct account.
Scroll down to the Authorized Users section.
From the list of contacts, choose the name of the user you need to delete or remove.
At the bottom of the user's Contact Info, click Remove User.
- If the user hasn't taken the action needed in the invitation email, you'll see Cancel Invite.
In the confirmation window, hit Remove.

Once done, you can invite again the user. Please browse this link for instructions: Add, edit, and remove authorized users in My Account (CAMPS).

After that, check again the email set up and navigate the template. If the same issue persists, I recommend contacting our QuickBooks Desktop Live Team. They can create a case to investigate the issue.

Stay in touch with me on how the contact goes or if you need additional information about this. I'm always right here to help you.

J

jenine

Did anyone receive a fix for this?? I am having the same problem, and it is ONLY happening to 1 user on the network! Any changes made to an email are NOT saved. We need to send invoices and add the tracking information, etc. and when typing in the information it is NOT what is actually sent.

RenjolynC

Level 9

Thanks for chiming in on this thread, jenine.

If you are making the edits in Outlook, then QuickBooks is unable to control that. I recommend reaching out to Outlook Support Team. In the meantime, we can either set you up for webmail or edit your template in QuickBooks. The steps are included in these articles:

You can also follow the steps provided by my colleagues MaryLandT since it only affects one user.

Please keep us posted on how it goes. We're always around to help you out until a solution is found. Take care and stay safe!

F

Falcongirl2u

I own an IT company that specializes in QB Enterprise. Most clients are on V20. One of my largest with 30 users, had one user report this happening about 2 weeks ago from today 05/25/21. We ran the Tool Hub, and during the CMD screen it reported that it was unable to find the path to reboot.bat and the issue was not fixed.

Today, another user at the same company reported the same issue had just started with her. Not all users are experiencing this, so I don't believe it's data corruption of the QB files. This started with a Microsoft Update and a QB update occurring at almost the same time.

One thing I found is that if you use the webmail, the template text retains it's modified text. Therefore, I believe this is an issue between QB and MS Outlook. The two users are on different versions of Outlook.

I am also on Enterprise V20, with Outlook 365. This is not happening with the interaction between QB and Outlook, but this needs to get fixed for the people this is happening too.

The ability to add notes or change the email template on the FLY is very important. I also write personal notes about estimates and invoices so I understand the frustration of my clients this is happening to. Since Intuit "Values my Feedback", I'm going to give them a piece of my mind for blowing this off.

M

Maggie1964

This is happening to only my machine no other users are having this issue. Your message was helpful. Nothing is resolving the problem. I have called QBE tech support two times yesterday for about 1.5 hrs without any resolution whatsoever. Their techs aren't capable of troubleshooting at all. It is beyond frustrating and I need to get this fixed ASAP. I have done everything suggested and nothing works. Any suggestions for me-we use QBE 22 Desktop version. Thank you very much in advance.

MaryLandT

Level 10

Hi there, Maggie1964.

I appreciate you sharing more details about what you've experienced. I've got the steps you can perform to fix the issue.

Since this is affecting your machine, there's a possibility that your user credentials are damaged. Let's use a different QuickBooks user by opening your company file.

To do this, you'll simply set up a new user. Here's how:

Go to Company, choose Set Up Users and Passwords, then select Set Up Users.
For Enterprise users: Go to the Company menu, select Users, then Set Up Users and Roles.
Select Add User..., type the username and password then select Next. Please don't use the damaged user name.
Customize the user as necessary, then click Finish.
Go to File, then select Close Company/Logoff.
Log in to the company file using the new login credential.

If the new user works, then delete the user you're having problems with and create it again. If the new user doesn’t fix this, you can create a new Windows Admin.

For Windows 10 and newer:

Click Start, then select Settings.
Select Account, then Family & other users.
Under Other Users, select Add someone else to this PC.
Click I don't have this person's sign-in information, then Add a user without a Microsoft account.
Enter the name of the new account, then Finish.
It's recommended to assign a password to the new account to ensure security.
Select the newly created account, then choose Account Type.
Choose Administrator, then OK.

For Windows Server 2012 and newer:

Please consult your IT professional before following the steps in this section.

Open Server Manager.
Select Tools then select Computer Management.
Expand Local Users and Groups, then select Groups.
Double-click the Administrator Groups to open the Administrator Properties window.
Click Add.
From the Select Users, Computers, Service Accounts, or Groups window, enter the account you want to add to the local admin groups.
Click OK.

After you set up the new admin log out and back into Windows, then open QuickBooks. If you don't see the error then your original Windows user either doesn't have enough access or is damaged. You'll need to reach out to your IT person to get help repairing or replacing your Windows user.

If none of the steps above works, I'll let you contact our QuickBooks Desktop Team. I know you've already contacted them. However, they can review your recent case and create a case and forward it t our Product Team for further investigation.

I'm leaving this article for other troubleshooting solutions you can try: Fix data damage on your QuickBooks Desktop company file.

Let me know how the contact goes by commenting below. I'll be right here whenever you have additional questions.

B

bionicspider

Hello all,

Hopefully this helps some of you.

We found the issue to be something that became corrupt or misconfigured within a Windows user profile.

To test this we logged into the computer using another account (can be a local or domain account) to create a new user profile, configured Outlook with an email address, and then tested the QB email integration. It worked like a charm.

The solution does 'reset' your user profile so you will lose any personalization settings like wallpaper etc.

I am in no way liable for any missteps you may take while following these instructions.

The solution is a bit technical so make sure you either have the skills to succeed or consult someone who does:

- Backup your data, email and email account settings, bookmarks, etc - Take the time to make sure you are thorough.

- Log into the problematic computer with an account that has local admin rights to the computer and that is NOT the account having the email template issue.

- Rename the problematic windows profile in c:\users to something like <yourprofilename>.old - don't delete it yet. We'll keep it just in case you backup was not complete.

- Edit the registry (I cannot understate how careful you must be on this step)

- HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

- Expand ProfileList and browse until you find the profile having the issue

- You can backup this key or just delete it

- Log back into the computer as the user originally having the issue and restore your data.

- Configure Outlook and test QB email integration.

Good luck!

Shane.

M

missyclic

We are having the same issues - anyone figure out how to fix this?

MaryLandT

Level 10

Thanks for bringing this to our attention, missyclic.

Let's get you to our Live Support Team if you're getting the same results after running the verify and rebuild data utilities, and managing a certain user. Contacting our QuickBooks Desktop Team will help them create a case to investigate the issue.

Here's how to contact them:

Open QuickBooks.
Go to Help, then select QuickBooks Desktop Help.
Select Contact Us.
Give a brief description of your issue, then select Let's talk, then choose a way to connect.

If you can't get into your product, we can still help. You can Contact Us and we'll get you up and running again.

Also, you can consider contacting your email provider. They may have updated their service, such as turning on the app feature on their security settings. Or if there are other settings you need to enable from their server.

If you're getting an incorrect password error message, please follow the detailed steps in this article to resolve this: QuickBooks Will Not Accept my WebMail Password.

Please let me know if you need more help with this by commenting below. I'm always right here whenever you have follow-up questions with sending emails to customers.

S

stuartbrainerd

Please note that we have been seeing the exact same problem since applying the last major update to Quickbooks. We have the latest version of QB Premier Plus Edition 2021 as of August 26.

Outloook version 2010 Build 13328.20292

The only workaround solution I have found is to first change the message format to Plain Text, then change the email format back to HTML, before sending the email.

This needs to get fixed!!

R

RAL2

This was fixed on the August 5th QB update but started again September 20th.

I have contacted technical support and was told to contact Microsoft and they denied ever having a fix for this issue.

I am terribly disappointed that they are telling end users to contact Microsoft for a problem that is affecting hundreds of users. It should be their responsibility to have this working correctly.

Please get this fixed as it is a terrible inconvenience in how we communicate with our customers!!

B

brenda8

I agree. I noticed mine around September 15-20 as well.

N

NVillar

I am having the same issue. No matter how I alter the body of the email for estimates and sales orders I send it will just send with the default. I do not have access to change the template for each email nor is that practical. What's interesting is even if I delete the attachment on the email before I send it, the attachment will still send!

It's frustrating to me that QB has been sidestepping the issue in the replies to the comments or sending their paying customers to another company that has nothing to do with the issue. Please provide an update and take responsibility. This is ridiculous.

Z

ZackE_

Moderator

Thanks for becoming part of the Community, NVillar. Our Product Investigations team has finished their research into this investigation (INV-58175). I'd be more than happy to provide you with an update.

The edits made in Outlook can't be controlled in any way by QuickBooks. What you can do is set up webmail to work with your books. Before you get started, there's a few things you'll need and want to be aware of:

Verify the webmail servers and port settings with your ISP.
Webmail providers require users to enable their account settings for two-step verification.
QuickBooks can auto-fill information for some of the most common providers.

Here's how to set up webmail:

In your top menu bar, go to Edit, then Preferences.
Click Send Forms.
Choose Web Mail and hit Add.
Enter the required details and press OK.
Select OK.

You can also customize and use form templates. If you don't have access to change templates or edit them, you'll need to be made into an admin or have permissions added for editing company preferences.

I've additionally included a detailed resource about working with emails that may come in handy moving forward: Connect your email

Please don't hesitate to send a reply if there's any questions. Have a great day!

R

RAL2

Hi Zack,

Please refer top posting from XTNAA on May 26, 2021

Again, for all the Quickbook team members chiming in....it is also effecting the webmail feature too!!!! The edits do not stay saved in the webmail feature. Outlook is not the only platform that this error is occurring in. Telling people to use webmail is not the answer. 2 of my profiles and a new profile we made are having this problem. We tried them all with both outlook and webmail.

This problem affects Webmail users as well. The options you recommended DO NOT fix this issue!!

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