Fix a Xero invoice email that was not received

Identify the failure before applying a fix

An invoice or reminder appears sent in Xero, but the customer cannot find it, or Xero reports a bounce or missing email.

Record the complete message, affected organisation or company, user, date range, and last successful action. A precise symptom is more useful than trying several broad repairs at once.

Checks before changing data

• Confirm the customer email character by character.
• Check whether Xero emailed a bounce message to the sender.
• Ask the recipient to search spam, junk, quarantine, and security filtering.

Resolution path

1. Inspect the invoice and contact details. Open the original invoice, verify the recipient, and review its history before sending anything again.
   • Confirm the invoice is approved and the intended version was sent.
   • Check the contact record for an old or misspelled address.
2. Use the bounce information. If Xero reports a bounce, distinguish an invalid address from a recipient-mail-server rejection.
   • Correct an invalid address before resending.
   • For a valid address, have the recipient or their mail administrator allow Xero messages.
3. Resend the same invoice safely. Resend the existing invoice or share its online link or PDF through an agreed channel.
   • Do not create a second invoice.
   • Record the alternate delivery method in the invoice history or internal notes.
4. Verify delivery with the recipient. Ask the customer to confirm the invoice number, amount, and due date they received.
   • Do not treat an “email sent” status as proof of inbox delivery.
   • Escalate repeated domain-wide rejection to Xero and the recipient’s mail provider.

Verify the result

A disappearing error is not enough. Confirm the accounting and workflow outcome:

• The customer confirms receipt of the correct invoice.
• Only one sales transaction exists.
• Any bounce cause has been corrected or documented.

What to avoid

• Creating a replacement invoice to solve email delivery.
• Voiding the original invoice without an accounting reason.
• Sending sensitive financial information to an unverified alternative address.

When to involve product support, IT, or your accountant

Stop making changes and escalate when any of these conditions applies:

• Multiple recipients at the same domain reject Xero mail.
• The address is correct but every resend bounces.
• The invoice contains disputed or sensitive information.

Bring the exact error, screenshots, affected record IDs, timestamps, product version or region, and a description of every change already attempted. That evidence shortens the support path and reduces repeated or conflicting fixes.