Why do my customers only receive invoices about half of the time?

Hi there, Garry. There are a few possible reasons why this occurs, ranging from invisible formatting errors to evolving security standards among email providers.

To ensure your invoices consistently reach your customers’ inboxes, we can perform a quick synchronization check of your email settings.

First, ask your customers to double-check their Junk or Spam folders. Because QuickBooks Online (QBO) sends emails on your behalf, some high-security filters might misidentify the invoice as spam.

If it's still missing, you’ll need to reconfigure your email setup. Let me guide you with these steps:

1. Click the Gear icon and select Account and settings.
2. Go to the Company tab and click the Contact info section.
3. Clear out the Company email field entirely and type it back in manually. Ensure there are no extra spaces before or after the address.
4. Hit Save and then Done.

Lastly, you can send yourself a test transaction. If you’re getting the same result, we'll have to use a different email address with a different domain.

If you have any other questions or need further assistance while using QBO, don’t hesitate to click the Reply button.