Why wasn't my invoice reminder sent?
If your invoice reminders didn't go out, find out why.
- You don't have an email address for the customer in your contacts
Click the customer name in the To field of your invoice to check this. Add an address into their contact details.
- Your invoice wasn't marked as sent
Check the Sent column on the Awaiting Payment tab. If the line is blank next to that invoice, it's not marked as sent in Xero.
You can mark an invoice as sent even if you didn't send it from Xero. This turns reminders on for the invoice from that point.
- Invoice reminders are turned off for that customer
Click the customer name in the To field of your invoice to check this. Look for the clock icon to see whether reminders are off for the customer.
- Reminders aren't turned on for your organisation
For example, if someone edited a reminder but didn't save the reminder settings.
Check the clock icon on the Invoices screen. If the status is 'Invoice reminders off', you'll need to turn them back on.
- You turned a reminder on the same day it was due to be sent
For example, if you set up a reminder for 0 days before the due date on the day the invoice is due (and reminders have already been sent for the day), the reminder won't be sent.
Check the Reminders column on the Awaiting Payment tab. If the status is 'Turned off', the reminder may not have been turned on in time.
- You turned on a reminder after the invoice had passed the reminder date
For example, if you set up a reminder for 7 days after the invoice was due but the invoice was already more than 7 days overdue, a reminder won't be sent.
- The invoice has accidentally been recorded as paid
Reminders aren't sent for invoices showing on the Paid tab.
For example, you attached a payment in error and deleted it 8 days after the due date. If your reminders are scheduled to go out at 7, 14 and 21 days overdue, your customer won't receive the first one on day 7. Because you deleted the payment on day 8, Xero sends the first reminder on day 14 instead.
If none of this applies to you, the reminder service might be temporarily unavailable. Please contact us using the Contact Xero Support button at the bottom of this Help page.