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Tanialmm's avatar
Tanialmm
Experienced Cover User
3 years ago
Solved

Emails not showing as delivered

Good afternoon,

I have been emailing invoices direct from MYOB all day today and they are still showing as 'sending' rather than 'delivered'.

When this has happened on other occasions, I have only realised after invoices have not been paid and I look to see before following up.

It is annoying that this happens so regularly with MYOB.

How can we be sure that the invoices are actually received by the sender in this case?

It is a complete waste of time, if I have to be continually checking this?

Thank you

  • Tracey_H's avatar
    Tracey_H
    3 years ago

    Tanialmm 

     

    Hi Tania

     

    Thanks for that information. Sent emails not being received by the customer generally indicate an issue on the customer's end, including:

     

    • limits on their inbox stopping new emails being received
    • emails are going to junk
    • firewalls that are blocking the emails from arriving

    If you can send me the following information in a private message I can look into what is happening from our side:

     

    • serial number
    • primary contact name
    • an email address for an impacted customer
    • the time that you sent that customer an email

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  • Tracey_H's avatar
    Tracey_H
    Former Staff
    3 years ago

    Hi Tanialmm 

     

    Thanks for your post. So that we can look into why your emails aren't sending can I get you to check the following:

     

    • if you are using custom forms check for invalid characters in the form name

      • Valid characters are 0-9 A-Z & - / '
        Invalid characters are "[ ] ! # $ % * ; = @ <>\ _ { } ^~`"

    • send a test email to yourself, do you receive it?

    Please let me know how you go with this.

    • Tanialmm's avatar
      Tanialmm
      Experienced Cover User
      3 years ago

      Hi Tracey,

      No invalid characters are used.

      Yes when I sent the email to myself and I did receive it.  However, now there is neither 'sending' or 'delivered' showing.

      However, in the past, the invoices when showing 'sending' have not in fact been received by the client. The way I was aware of this as no payments were being received from normally prompt payers.

      Thanks

      Tania

      • Tracey_H's avatar
        Tracey_H
        Former Staff
        3 years ago

        Tanialmm 

         

        Hi Tania

         

        Thanks for that information. Sent emails not being received by the customer generally indicate an issue on the customer's end, including:

         

        • limits on their inbox stopping new emails being received
        • emails are going to junk
        • firewalls that are blocking the emails from arriving

        If you can send me the following information in a private message I can look into what is happening from our side:

         

        • serial number
        • primary contact name
        • an email address for an impacted customer
        • the time that you sent that customer an email