Before you start
Why it happens: the invoice is still a draft, it was issued but not sent, the email address is wrong, or the email went to junk.
- In Money, open Invoices and find the invoice. If it says Draft, it hasn't gone. Issue it, then choose Send invoice.
- Issuing doesn't email the customer by itself. Invoices made automatically after each visit are emailed when Email each invoice to the customer with a link to pay is on in Settings, Invoicing (from 8am). An invoice you issue yourself is only sent when you choose Send invoice.
- Open the customer and check their email address. If their page says Emails aren’t arriving, correct the address and choose Start emailing again.
- Choose Send invoice again.
- Ask them to check their junk or spam folder.
What happens next
The customer gets an email with a View and pay button. They can also see every invoice in their customer portal. You can also choose Download PDF and send it yourself.
If something goes wrong
- “This customer has no email address.”: add one on the customer's page, then send again.
- “Emails can't be sent right now.”: try again later.
- “Issue the invoice first. Drafts don't have a PDF.”: issue it, then download it.
Who can do this
The owner and managers with Can see invoices, take payments and set prices.
Still stuck? Send us a message.