Emails not getting sent to /Received by Customers- February 2019

DARDAR Member Posts: 19
edited May 29 in Accounts Hosted
We are having an issue from February that customers are not getting invoices or statements emailed out to them.

Has anyone else found this since late January?



  • RavRav Administrator Posts: 11,109 Administrator
    edited March 2019
    Hi DAR,
    Do you receive emails from Hosted yourself as a test if you add your own email address as a BCC?

    Have the emails been diverted to a spam/junk email folder on the recipient end?
  • DARDAR Member Posts: 19
    edited June 2019
    Hi Rav,

    Yes tested as bcc and it works, also sent invoices/statements/report to myself directly to check. I did find another person had received them in their junk email, however that is another issue and easily rectified.

    As not all customers are experiencing this problem I am wondering if others are finding only certain customers are effected, i.e. leading me to believe an email server issue whether it is sender or recipient I am unsure.

    Thank you.

  • DARDAR Member Posts: 19
    edited March 2019
    Couldn't pin point the problem however appears now to be working, I'll keep you posted if it arises again.
  • ShisirShisir Reckon Staff Posts: 257
    edited March 2019
    Hi Dar,

    I suspect the emails may have been blocked on the recipient's end, via various measures such as email security, junk mail, mail servers, etc.

    We have this KB article that has a few handy tips you may want to apply.



  • DARDAR Member Posts: 19
    edited March 2019
    Hi Shisir,

    Thank you, yes that was my thought too - possibly the microsoft exchange updated their filters that weekend(?).

    Appears to be running faultlessly now.

  • Bernadette StevensonBernadette Stevenson Member Posts: 11
    edited April 2019
    I have just upgraded to Reckon Accounts Hosted and NONE of my invoices are sending?  What am I doing wrong?  Can someone explain in "simple" terms how I can fix this because I have been on hold for an hour on the phone to Reckon and nobody answers!

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