Emails send with default template regardless of changes

We're having the same problem with Purchase Orders emailed out of QuickBooks through Outlook.

We have always been able to customize the PO email before sending in order to add specific order information and were still able to do this as recently as Saturday (SEP 25).  However, this morning QB will not allow modification of email.

This is a REAL problem since each PO email will contain different information depending on items ordered and vendor.

I am also having this same problem on my 2020 QuickBooks Desktop Pro since September 23rd.

I am the only user on this software and I am using Outlook for Office16.

Every time I email a customer an invoice, if I make changes to the body of the email the changes do not remain and only the standard email greeting template is sent. Only changes to the Subject Line of the email are sent.

I now have to email the customers invoice to myself, forward the message, enter the customers email address, make the changes to the body of the standard email template including erasing the sent and forward email time stamps, just so the customer can receive a more professional and personalize emailed invoice.

This is a HUGE inconvenience and very time consuming as our company emails multiple customer invoices including invoice updates per day.

Is there a resolution to this bug glitch yet?  I have been watching this thread all week.

I am having the same issue I posted 6 months ago---again.  When I edit emails to go out from Quickbooks before sending them, it won't keep the edits and just sends the default text to my customers.  I thought it was fixed until yesterday when a customer replied to my email.  I notices that none of my customized text had saved.  Completely frustrating.  I already know the work around for this.  But it's 2 or 3 extra steps and takes more time for each invoice I send.  I have to edit the email by saving it and bringing it into drafts through Outlook.  I thought an update fixed this problem, but it is now happening again.  Super frustrating.

We recently started seeing a VERY similar issue with general (not Quickbooks) email templates we use in our Contact Center.  All of the template emails were saved as UNICODE templates and users that were filling in the blanks on the templates found that the entire email sent as JUST the template with no custom information on it.  When our Quickbooks user contacted me about two weeks later with this very issue, but in Quickbooks, it seemed to match up.  Our Network Logical team had recently done an update to the email system (I'm not aware of what the update was), an update that may have also been done by many other companies.  When our Microsoft rep was asked about the unicode email templates, the response was that they "no longer support the use of unicode email templates".  I'm just guessing here, but I suspect that Quickbooks is storing the templates as unicode and outlook no longer likes those unicode templates for some reason.

Hello,

I created this account for the sole purpose of posting my solution, as the workarounds are not acceptable solutions on a long term basis. I hope this helps someone:

+ Close Outlook, MS Word and Quickbooks

+ Browse to this location: C:\Users\%username%\AppData\Roaming\Microsoft\Templates (drive letter may be different if your windows is on a different partition)

+ Delete the normal.dotm and normalemail.dotm files. (The normal.dotm and normalemail.dotm files will get created automatically the next time you launch Word).

+ Relaunch Word and Outlook. Then relaunch Quickbooks.

+ Send a test email from Quickbooks to yourself (change the email body) - to test the fix.

NOTE: If you use macros in Word, rather than deleting the files, move(cut-paste) the normal.dotm and normalemail.dotm file somewhere else - so you can restore if need be.

I am also having this issue. Talked with live support. They didn’t have a solution, said someone would follow up. No follow up yet. That was June 30. It is now July 11. And a year after the original post. Anyone have a fix?

After hours of troubleshooting, I isolating this issue to the user profile. After recreating the user account, the issue was resolved.

I am having the same issue.  I tried to add myself to the list of affected users as per the recommendation in this thread.  The person I chatted with told me that Outlook will not longer be used and that the issue is with Outlook and they can't help me and that our only option is to use webmail.  I hope that is not the case as we use Outlook for tracking responses to these email messages and for other reasons as may professional businesses do.  NOT HAPPY!!!

Just started having this same problem with 2 users today.   They don't use excahnge so theres no cached exchange options.  Tired the fix of geing into appdate folder and deleting the templates and didn't work.  Tried using a new profile on that work staiton's quickbooks that also doesn't work.

Still overwrites anything you type in and changes it back to the Default template.

I still haven't been able to fix mine either ... BUT ... as a temporary fix, if I switch from  HTML to Plain Text or Rich Text (under the Format Text tab) in Outlook, then switch back to HTML, it will remember any changes I made from the default template.

Is it a huge pain in the A to do this on every email?  Yes.  Do I remember to do it all the time? No.  But, it works when I really need it to. 

I would still LOVE to find a permanent fix.