If your customer hasn’t received an invoice or quote email sent through ATB Invoicing, it is usually due to spam filtering, or an outdated email address.
Step 1: Confirm the customer's email address
Open the invoice or quote details page and verify the email address listed under the contact information. Common issues include:
- Typos: A minor spelling error in the domain or username.
- Outdated addresses: An old email account the customer no longer checks.
- Inactive aliases: An email alias or forwarding address that is no longer active.
- Billing vs. contact email: Confirm that the email address on file under Contact Email is correct, as automated sends default to the primary contact email rather than general billing details. If there is no Contact Email saved, confirm the Billing Email.
Step 2: Check spam and junk folders
Emails are sent directly from ATB Invoicing's automated system rather than your personal email address. Because automated system emails can occasionally be flagged by security filters, ask your customer to check their Spam, Junk, or Promotions folders for a message from ATB Invoicing.
Step 3: Send directly using alternative channels
If the email still does not arrive after confirming the address and checking spam folders, you can deliver the document directly using your own communication tools:
- Send through text: Ensure you have added an active phone number to the customer profile and then utilize the platform to share it through instant messaging.
- Send a PDF copy: Click Download PDF on the invoice page and attach the downloaded file directly to a message from your personal email client.
Note: If you deliver the invoice or quote using your own email or messaging platform, click the three dots (...) menu on the document page and select Mark as sent to keep your dashboard status up to date.
