My customer didn't get the email

Start with the quickest fix: send your customer the link yourself. Then find out why the email didn't arrive.

Send the link yourself

• Quote: open it and copy the link from the Public link box. Text or email it to your customer.
• Invoice: open it and copy the link from the Customer link box.

Your customer can open, sign and pay from that link exactly as they would from the email.

Check these things

1. Spam or junk folder. Ask your customer to look there, and in Gmail's Promotions or Updates tabs.
2. Who it's from. We send emails for you from Hello to Paid's mail server. Many show your business name, like "Your Company via Hello to Paid". Ask your customer to search their inbox for your business name and for "Hello to Paid".
3. The email address. Open Work → Customers, click the customer, and check their email for typos. Click Edit to fix it, then send them the link yourself (see above). A quote can't be emailed a second time once it's sent.
4. No email on file. If the customer has no email, the quote link goes live but no email is sent. You'll see a message saying so when you click Send to customer.

See what we sent

Open Work → Customers and click the customer. The Activity tab lists every email we sent them. If one couldn't be delivered, it shows a status next to it:

• bounced or failed: the address doesn't work. Check it with your customer.
• delayed: their email server is slow to accept it. It usually arrives later.

You need access to money (Owner or Office) to see emails in the timeline.

Test addresses are never sent

Emails to made-up test addresses (like anything ending in example.com or .test) are skipped on purpose. Use a real address.

Still stuck?

Email support@hellotopaid.com or use the contact form. Tell us the customer's email address and roughly when you sent it.