Email - Statement's cannot be opened by customers?

Steve_10780443
Steve_10780443 Member Posts: 3 Novice Member Novice Member

A number of customers report they cannot open statements emailed to them? Anyone else have this problem? Solution?

Comments

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 481 Reckon Staff

    Dear @Steve_10780443 ,

    If you check your Sent Mail folder in your Outlook or ask your Customers, what was the Statement File's file type?

    If they cannot open it, what error are they receiving?

    Let me know - there's a way to correct this issue.

    Kind regards,

    Alexis McKeown

    Reckon Senior Technical Support

  • Steve_10780443
    Steve_10780443 Member Posts: 3 Novice Member Novice Member

    Thanks Alexis, it's sent as a pdf. Typically they say there is nothing there or they can't open it and to send it in another format, or even as a pdf. When I send to myself it works fine.

    Example of comments -

    Please could you send in another format as we cannot open this one

    couldn’t open that statement Steve. Could you please send as a pdf

    Hi Steve, No Attachment

    Does this info help?

    Steve

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 481 Reckon Staff

    Dear @Steve_10780443 ,

    If it has not arrived at your Customers as a PDF file, it may be possible it arrived as a WINMAIL.DAT file, which could be due to invalid or incorrect Outlook settings.

    We have a guide to correct it here:

    https://help.reckon.com/article/8sqebol1re

    Failing this, if they are receiving a PDF, but the PDF is blank, you'll need to follow this guide here:

    https://help.reckon.com/article/56ibgjoj0z

    Kind regards,

    Alexis McKeown

    Reckon Senior Technical Support

  • Steve_10780443
    Steve_10780443 Member Posts: 3 Novice Member Novice Member

    Thank Alexis, will try that and see how it goes