# My customer did not get the email

> Why an invoice or reminder email may not reach a customer, what to check first, and how to get the pay link to them another way.

Source: https://support.billingmart.com/troubleshooting/customer-did-not-get-the-email
Updated: 2026-10-17 · Applies to: Web · Section: Troubleshooting

Start with what BillingMart told you when you sent. If it said **not emailed**, the email never left, and the fix is on the client or in your settings. If it said **Sent as** and a number, the email was queued for our mail service. From there it is usually the customer's address, their spam folder, or an address you have not confirmed. Either way, you can get the pay link to them yourself in a minute.

## What you saw when you sent

| Message after you sent | What it means |
| --- | --- |
| **Sent as** the number, **not emailed** | The email was not sent. The client has no usable email, or the email could not be sent. |
| **Sent as** the number, **email not confirmed yet** | The email was sent to an address nobody has confirmed. It was logged. |
| **Sent as** the number only | The email was queued to be sent. |

The invoice is numbered and live, and counts as a send. See [What counts as a send](https://support.billingmart.com/invoices/what-counts-as-a-send.md).

## Check these, in this order

1. **The address on the client.** Open the client and read the email. A typo is the most common cause. Fix it and ask the customer to check the new address. BillingMart gets no report back from the customer's mail server, so a rejected message does not show on our side.
2. **Whether there is a usable email at all.** A client with no email, or with only an email marked as bounced, gets nothing and the send shows **not emailed**. Add a working email as a new contact. See [Verified contacts and why a send is blocked](https://support.billingmart.com/clients/verified-contacts.md).
3. **Whether email is on.** An owner or admin opens **Settings**, then **Messaging**, and checks that **Send invoices, receipts and reminders by email** is switched on. When it is off, nothing is emailed.
4. **Whether the address is confirmed.** An invoice or reminder still goes to an unconfirmed address. A receipt or statement does not. The customer sees a page that names you and the invoice, with a **View invoice** button, before the invoice itself.
5. **Whether this is a sandbox.** A sandbox workspace sends only to your own team's confirmed addresses.
6. **Whether too many emails went at once.** If a large batch went out in a short time, some are refused. They show **not emailed**. Wait a minute, then use the pay link or a reminder below.
7. **The customer's inbox.** Ask them to look in spam, junk and promotions. Our emails come from an address nobody reads and show your From name, or your business name, followed by "via BillingMart" as the sender. A reply goes to the person who sent it. Automatic mail, such as reminders and receipts, goes to the **Reply-to address** in **Settings**, **Messaging**. If that is empty, replies go to your business email, then to the owner's address. Ask them to search for the invoice number.

## See what happened

An owner or admin can open **Activity**, which lists "Email sent", "Email sent unverified", "Email blocked" and "Email failed" with the time. "Email sent" means the email was queued. It does not prove the customer's mail server took it. "Email blocked" means we refused to send it, and the reason is on the record. "Email failed" means it could not be delivered to the mail service.

## Get the invoice to them anyway

1. Open the invoice. The **Pay link** card shows the link.
2. Select **Copy link**, or show the QR code, and send it yourself by text, chat or your own email.
3. If the link has ended, select **Make a new link**. The old link and its QR code stop working at once, so tell anyone you sent it to.

To send a reminder by email, open **Invoices**, then the row menu, then **Send reminder**. The standard reminder has no pay link. If you write your own message in the window, we add the link. See [Payment reminders](https://support.billingmart.com/invoices/payment-reminders.md).

## When to write to support

Write to support@billingmart.com if the address is right and confirmed, email is on, and **Activity** shows "Email sent", but the customer still has nothing. Include your workspace name, the invoice number, the customer's address and the time you sent it. See [Contact support](https://support.billingmart.com/contact/contact-support.md).