Invoices not emailing

Question

Hi

Is there an issue with invoices not emailing please.  I have just sent over 100 invoices and checked the sent emails like I do every day and there is none in the sent .  Then checked the activity of the invoices and it says I need to send them as they haven't been sent yet.  Tried on 3 computers now, 2 on different IP providers and they still havent sent so it's not a computer or IP issue.  They worked last week FYI

AmandaMYOB · Answer

Hey @Helen_Keegan

I've escalated this to our product team. Can you please send me a direct message with a rough time of when you're trying to send out these invoices as well as the invoice number you're trying to send. I'll be able to pass this onto our developers to take a deeper look into.

Helen_Keegan · Answer

Sai

I have been sending invoice emails for years now with no changes made.  I send the invoices individually so everything you have suggested is of no help to me.  I am so fed up with the fobbing off of your customers.  Xero looks better every day.  There is no chance in hell I am going through your virtual assistant, it is absolutely USELESS

Isaiah_C · Answer

Hi @Helen_Keegan,

I’m sorry to hear that none of the invoices have been sent, especially after trying this on multiple computers and internet connections. Could you check the form being used for the invoices? A large logo or image may prevent multiple emails from sending. Images should be 2 MB or less, in BMP, JPG, GIF, PNG or TIF format. For JPEG images, dimensions smaller than 1600 x 680 pixels are recommended. You can check the image settings here: Add pictures and shapes to forms.

Also, if AccountRight is sending the emails directly rather than through Outlook, check that the invoice form name doesn’t contain special characters such as #, !, $, % or @. Try renaming the form without these characters, then save it again. This guide explains how to save a personalised form. Once these changes have been made, try sending a small batch of invoices first to confirm whether they send successfully. If the issue is still happening, it’s best to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can investigate further.

Regards,

Sai