Random customers not receiving invoices via email

I have been notified by several of my customers that they have not received my invoices which are sent by email.

It is not all of my customers and appears to be random which is baffling me.

We did a sage upgrade for sending VAT so don't know if it was a glitch in the upgrade but cant see a new upgrade to rectify any glitches!

  • Hi Andrea,

    Thanks for using Sage City.

    There aren’t any reported issues with the latest build of Sage 50cloud Accounts with regards to emailing invoices to customers. You can follow the steps in this guide to check and resolve this.

    If this has answered your question please click More > Verify Answer.

    Regards,

    Paul

    Sage UKI

  • It;'s possible the invoices are going into Junk. I found this when I first set up emailed invoices. I hadn't changed the standard email message but when I did change it to something more personal the problem disappeared. Go into the Report Designer, choose Reports/Email Settings, then type your own message in the box.

  • We have been having the same issue. I have been emailing our invoices on Sage 50 accounts for a few years and we recently upgraded to Sage 50 cloud. Since doing so, several customers have been saying that they haven't been receiving our invoices (and in some cases, they receive some but not others!) Never had any issues before on Sage 50 accounts so I'm not sure what is different on cloud but this is the only change we have made.

  • We've also been having this issue and having delved into this with one of our customers, they were receiving emails up until June 2021, but since July 2021 they have not received invoices or statements from us. What we have further noticed is that on all emails generated from sage that have an attachment the email is tagged with a notification saying please treat this as private. This is odd because standard emails generated from within outlook that have an attachment do not contain this message, however all sage generated emails with an attachment do. My suspicion is that this is part of the problem. Furthermore when testing this with a customer we sent the same email to multiple email addresses in his organisation and to his [email protected] email nothing was received, but to his own works email it was.

    So my thought process is that either our emails are being flagged as Spam/junk, although there is no record of them in the junk/spam folder on our customers side

    Or when sage generates the email to outlook, it is attaching this message to the email.

    Having spent over 3+ hours on the phone to sage trying to get to the bottom of this, then end result (from them) was that it was an outlook problem! However i fully believe that this is a Sage problem and i don't feel that i've got the support from Sage i need in resolving this.

    I really don't know what to do next but it feels like we need to somehow tag our emails as genuine and not spam.

  • having exactly the same issue Adam! I'm with gmail and been on with them today on sages advise and google say theres nothing wrong with the email side of it, but they can't check sage, but Sage just seem to want to blame it on email provider rather than look into it further.