Email not going through

Question

Quickbooks paystubs not emailing to employees with new outlook. I must open old Outlook email and send the paystubs.

Answer 1

Hi @Tina Ellis,

Based on your description, this is most likely a known limitation of the new Outlook experience rather than an issue with QuickBooks or your email account.

The new Outlook for Windows is built on a modern web-based architecture and does not provide the same MAPI integration that many desktop applications, including QuickBooks Desktop, rely on to send emails directly through Outlook. As a result, QuickBooks Desktop's email workflow may not work correctly with New Outlook, even though it continues to function with Classic Outlook.

Since you are able to successfully send the paystubs when using Classic Outlook, that behavior is consistent with this known compatibility limitation. At the moment, the most reliable workaround is to keep Classic Outlook configured as your default mail client when sending emails from QuickBooks. This is generally considered the recommended approach until broader compatibility is introduced in New Outlook.

If improving compatibility between QuickBooks Desktop and New Outlook is important for your workflow, you may also wish to submit feedback through: Outlook (new) · Community so the product team can review and consider such requests for future updates.

I hope this helps explain what you're seeing. Since this is a community forum, I can confirm the limitation but cannot directly change how the product works. If you submit feedback to Microsoft, feel free to post the link here. I'd be glad to vote for it.

Thanks for your understanding, and I wish you all the best.

Answer 2

This matches a known Outlook Desktop issue affecting QuickBooks email sending after certain Outlook updates.

Try these steps in order:

1. Keep Outlook Desktop open first, then send from QuickBooks.
   • A documented mitigation is to send emails from QuickBooks while Outlook Desktop is already running.
2. Update Outlook immediately.
   • In Outlook, go to File > Office Account > Update Options > Update Now.
   • For the Version 2402 issue, the short-term fix is in:
     • Current Channel: Version 2402 Build 17328.20162
     • Current Channel Preview: Version 2403 Build 17425.20036+
   • If the fix does not apply right away, reboot the machine.
3. If the problem started after updating to Version 2402 and still continues, use the documented workaround to revert Office.
   • This changes the installed Office build, so use it carefully.
   • Exit all Office apps.
   • Open Command Prompt as administrator.
   • Run:

          cd %programfiles%\Common Files\Microsoft Shared\ClickToRun
          officec2rclient.exe /update user updatetoversion=16.0.17231.20236
     

   • After the repair finishes, open Outlook and go to File > Office Account.
   • Select Update Options > Disable Updates.
   • If the issue still reproduces after reverting, reboot. Reports indicate it may take up to two reboots.
4. If Outlook itself is having send issues beyond QuickBooks, check basic Outlook state.
   • Confirm internet access.
   • In classic Outlook, if the status bar shows Disconnected, Working Offline, or Trying to connect…, go to Send/Receive > Work Offline to return online.
5. If Outlook remains unstable, test Outlook without add-ins.
   • Press the Windows key, type:

          outlook.exe /safe
     

   • If sending works in safe mode, an add-in or profile issue may be involved.

If the current workflow only works with old Outlook, continue using Outlook Desktop as the sending client until the installed Outlook build includes the fix.

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