QuickBooks Online is a game-changer for businesses managing finances. However, if you’ve ever run into the frustrating message — "Invoice hasn't been sent – we can't reach this customer. Please verify the email address", you're not alone. Even after retyping a perfectly valid email, the send button remains grayed out, making it impossible to proceed.
Struggling with QuickBooks Online invoice not sending issue? Fix “We can't reach this customer” error fast. Call support at +1-866-409-5111 for expert help.
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This QuickBooks Online error typically appears when:
The customer’s email address is rejected by the server.
QuickBooks flags the address as undeliverable.
There’s an internal glitch in your browser or QuickBooks session.
You might have already double-checked the email, but still see no option to send. Let’s explore how to fix it.
Here are the most effective solutions:
Even a tiny error like an extra space or missing character can cause this issue.
Go to Sales > Customers.
Click the customer’s name.
Edit their email address — ensure it's clean, valid, and correctly formatted.
Try removing and re-entering the email.
Save and resend the invoice.
Pro Tip: Avoid using commas or semicolons in the email field. Stick to a simple format: example@domain.com
Sometimes, stored browser data interferes with QuickBooks’ performance.
Clear cache and cookies from your browser.
Close all tabs and restart the browser.
Log in to QuickBooks Online again.
Try sending the invoice.
This resolves most session-related glitches in seconds.
Some browser extensions may block parts of QuickBooks.
Open Incognito mode or use another browser (like Chrome, Firefox, or Edge).
Log into your QuickBooks Online account.
Try sending the invoice again.
QuickBooks sometimes rejects emails with:
Apostrophes (e.g., d’angelo@email.com)
Quotation marks
Non-standard characters
Fix:
Try editing the customer's name or email to remove any special characters. Save and resend.
Try logging in on a different device (tablet, phone, or another PC) and see if the issue persists. Sometimes, QuickBooks behaves differently based on the device environment.
Make sure both your browser and QuickBooks are up to date:
Refresh QuickBooks using Ctrl + R.
Update browser to the latest version.
Log out and back in to refresh your session.
Let’s break down why this happens in the first place:
Spam Filter Blocks: The recipient’s email provider might block QuickBooks emails.
Email Address Flagged: If an email bounced before, QuickBooks may block future sends.
Corrupted Cache: Temporary browser files can interrupt normal operations.
Data Sync Issue: Sometimes data between customer profiles and email servers goes out of sync.
Take proactive steps to avoid this error:
Ask customers to whitelist QuickBooks email domains (like @intuit.com).
Always verify email addresses at the time of entry.
Send a test email before sending the invoice.
Avoid copy-pasting email addresses — type them manually.
Regularly clear browser cache and perform maintenance.
The "We can’t reach this customer" error in QuickBooks Online is frustrating but fixable. With these troubleshooting steps, you’ll be back to invoicing in no time. Whether it’s a simple email format issue or a browser glitch, the fix is usually quick and effective.
But if you're still stuck or need professional help, don’t hesitate to call +1-866-409-5111. The QuickBooks support team is ready to assist you instantly and ensure your business doesn’t miss a beat.