If your customer says they never received your quote or invoice, the cause is usually the address it went to, a spam filter, or how the document was marked as sent. Work through the checks below in order.
Check 1: Confirm the document was actually sent
Open the quote or invoice and look at the Activity section.
- If the status is Draft or Scheduled, the document has not gone out yet. Select Send invoice or Send quote.
- If you used Mark as sent, ATB Invoicing did not email or text anything. Mark as sent only changes the status, for documents you delivered another way. Select Resend invoice or Resend quote to send it through ATB Invoicing.
Check 2: Confirm where it was sent
On an invoice, the Delivery section shows the email address and phone number ATB Invoicing uses for this customer.
ATB Invoicing sends to the customer's Contact Email if one is set. Otherwise, it uses the customer's main Email. Text messages follow the same rule with Contact Phone Number and Phone Number.
Common problems include:
- A typo in the email address.
- An old address the customer no longer checks.
- A Contact Email for a different person than the one expecting the invoice.
If the address is wrong, update it on the customer record, then resend. See Editing customer details.
Note. When you correct a customer's email address, links already sent to the old address stop working. Resend the document so the customer gets a link at the new address.
Check 3: Ask the customer to check spam and junk folders
Quote and invoice emails come from ATB Invoicing's no-reply address, not from your own email. Ask your customer to:
- Search their inbox for your business name or the document number.
- Check their Spam, Junk, and Promotions folders.
- Add the sending address to their safe senders list.
When the customer replies to the email, the reply goes to your business email, not to ATB Invoicing.
Check 4: Make sure the right channel was chosen
When you send, you choose Email, SMS (text message), or both. If you only sent a text message, the customer will not have an email. Resend and select the channel your customer expects.
If the customer has no email address or phone number on file, you cannot send the document. Add contact details to the customer record first.
Check 5: The email arrived, but the link does not open
Each emailed or texted link is a single-use secure link that expires after a short time. If your customer opens an old or already-used link, the page shows the document number and amount, with a button to get a new link:
- Email me a secure link or Text me a secure link sends a fresh link to the contact details on file. The new link expires in 15 minutes.
- If the page says the invoice has been closed, the invoice was voided.
- If the page says access is turned off, someone in your organization revoked link access. Select Restore access in the Share link section, or resend the invoice.
Common issues
My customer paid an invoice but did not get a receipt
Receipts follow the same delivery rules as invoices. Check the address on file, then select Send receipt from the invoice menu. See How manual and automated receipts work.
