{"schema":"exacc.help.page/1","url":"https://exacc.au/help/invoice-email-not-received/","title":"Customer did not get the invoice email","description":"Your customer says the invoice email never arrived? Check it was sent, the address on the contact, their spam folder and Exacc's not-delivered notice.","category":"Invoicing & Payments","summary":"Open the invoice and check the chip beside **Send As E-Mail**: **Sent on** and a date means Exacc sent it. Then check the email address on the customer's contact and ask them to look in their spam or junk folder. If their mail server refused it, Exacc emails you a \"Your e-mail was not delivered\" notice with the reason.","lastVerified":"2026-10-15","apps":["app"],"processIds":[],"start":{"label":"Open Manage Invoices","url":"https://app.exacc.au/{dbId}/sales/invoices"},"menuPath":["Business","Sales","Manage Invoices"],"steps":[{"step":1,"title":"Check that it was sent","body":["Open the invoice summary. The chip beside **Send As E-Mail** shows **Not Sent Yet** or **Sent on** with the date. If it was never sent, click **Send As E-Mail**: Exacc shows the address it will use (\"Invoice will be sent to …\").","If Exacc will not send it at all, the business file is missing its own name or email: add them in **Business Details** (see **Update your business details**)."]},{"step":2,"title":"Check the address","body":["Exacc sends to the email on the customer's contact. Open the contact and check it for typos (for example \".con\" or a missing letter). Fix it, then send the invoice again."]},{"step":3,"title":"Ask the customer to check spam","body":["The email comes from your business name, with the invoice attached as a PDF, and replies go to you. Ask the customer to look in their spam, junk or promotions folder, and to add your business to their safe senders."]},{"step":4,"title":"Look for a not-delivered notice","body":["If the customer's mail server rejects the email, Exacc emails the person who sent it a notice, \"Your e-mail was not delivered\", with the error message and a copy of the original email. The usual cause is a wrong or closed address: call the customer to confirm it.","If the customer marked your email as spam, you get \"Your e-mail was marked as spam\" instead. Ask them to move it back out of spam, or future emails will not reach them."]}],"sections":[{"heading":"An address that bounced is blocked","body":["After a hard bounce or a spam complaint, Exacc stops sending to that address from this business file, so you are not sending into a dead mailbox. If the address was right after all, or the customer has fixed their mailbox, contact Exacc support to unblock it."]},{"heading":"Demo files","body":["Emails sent from a demo business file reach no one. Use your own business file to send real invoices."]},{"heading":"Still stuck?","body":["Contact Exacc support by live chat on the website, by email to **help@exacc.au**, or with the contact form (exacc.au/contact/). Tell us the business file, the invoice number, the customer's email address and when you sent it."]}],"related":["https://exacc.au/help/create-invoice/","https://exacc.au/help/manage-invoices/","https://exacc.au/help/manage-contacts/","https://exacc.au/help/update-business-details/","https://exacc.au/help/send-customer-statements/"],"linkNote":"Links containing {dbId} open that screen in the business file whose id is dbId. A person can also open this help page with ?db=<dbId> to get the same links as buttons."}