Invoices or Estimates from a Workflow Did Not Reach the Customer

If a Send Invoice, Send Recurring Invoice or Send Estimate step ran but the customer says nothing arrived, review these common causes.

Likely causes

1. Missing contact details

The channel you chose needs matching data. Email requires a valid address; Text requires a valid phone number. With Email & Text, a contact who has only an email receives only the email. Check the contact record for missing or mistyped details.

2. Template problems

• The template must exist and be active.
• Select the template explicitly in the action instead of relying on a default.
• Estimates need branding, taxes and currency set in the template.

3. Payment setup

A payment processor must be connected, and the right Mode chosen. Test mode creates a sandbox invoice that is not meant for real payment; if you published with Test selected, switch the step to Live.

4. Draft mode

For estimates and contracts, Create as Draft saves the item without sending it. Look in the estimates or documents area for drafts waiting to be sent, or change the action to Send Directly.

5. Sender issues

The From User appears as the sender. If that user was deactivated, update the action to an active user. Emails also depend on a verified sending domain, and texts depend on compliant messaging and an opted-in contact.

6. The workflow never reached the step

Open Execution Logs and check whether the contact stopped at an earlier condition, wait or filter.

Where to look

• Execution Logs for step status.
• The invoices area for Sent, Viewed or Paid status.
• The contact's conversation history for the delivered message.
• The spam folder; ask the customer to check it.

Test again

Send to a contact you control in Test mode, confirm delivery on each channel, then switch to Live.

Good to know: Seeing "Sent" in the invoices area confirms the invoice was created and dispatched; delivery delays after that are usually a spam folder or a mistyped address.