Overview
If your customers aren't receiving invoices by email, several configuration areas in Aspire could be the cause.
Things to know
Invoice emails aren't generated or sent until the invoice batch is completed.
Configuration checks span four areas: the Invoicing module, Administration settings, contact records, and property records.
Once an email has left Aspire, delivery issues are handled by the recipient's email provider. Contact your IT team, email host provider, or email administrator if an issue occurs after the email leaves Aspire.
Requirements
You've read Email Authentication Requirements for Aspire.
You've read Syncing Your Email and Calendar to Aspire.
Steps
Step 1: Check batch and email statuses in the Invoicing module
Start by reviewing the Invoice Batch Status and Email Status columns in the Invoicing module. These statuses aren't included in the default search list view, so you may need to add them.
To add the status columns:
Go to Invoicing > Invoices.
Select Display on the Invoices search list.
Add a display column for Invoice Batch Status and Email Status and select Apply.
Use the following table to identify where your issue may be occurring:
Batch status | Email status | Meaning | What to do |
|---|---|---|---|
Draft | N/A | The batch is still in progress. Email Status shows N/A when no billing contact is assigned to the invoice. | If you intend to email the invoice, assign an invoice email contact. For more information, visit Changing a Property's Billing Contact. |
Draft | Pending | The invoice has email contacts assigned, but the batch is still in draft. | Complete the batch to move the email status to In Queue. |
Sent | In Queue | The batch is completed and the email has been added to the send queue. | If a sync is in place, Aspire validates the sender's email sync before sending. If the email stays in the queue for more than an hour, the sync may not be validated. Learn more in Step 3: Confirm the sender's email sync on the User screen. |
Sent | Sent | The batch is completed and the email has been delivered from Aspire. | If your customer hasn't received the email, ask them to check their junk or spam folder. You can also check the sender's inbox for undeliverable or bounce-back messages. |
Important
Once an email has left Aspire, any delivery issues are outside of Aspire's control. Contact your IT team, email host provider, or email administrator for help.
Step 2: Confirm sender information in Administration
Check branch or region settings
If you have branch or region-level settings configured, confirm that the invoice sender information is correct.
Go to User Settings > Administration > Organization.
Select the branch or region you want to review.
Confirm that the Invoicing Email From field is set to the correct email address.
Confirm that the user associated with that email address has a properly configured email sync in Aspire.
Note:
To verify that the sender's email sync is configured correctly, learn more in Step 3: Confirm the sender's email sync on the User screen.
Check the Configuration screen
If branch or region settings aren't configured, Aspire uses the Configuration screen to determine the invoice sender.
Go to User Settings > Administration > Configuration.
Confirm that a user is set as the Invoice Email From and that they have a valid email sync in place.
Tip:
If you email a batch that includes invoices across multiple branches, Configuration settings take priority over individual branch settings for the sender. For setup recommendations, visit How to Set Up Aspire to Email Invoices to Customers.
Step 3: Confirm the sender's email sync
The User screen contains the email and sync information in a read-only format for each employee. You can access it from the contact record under the three-dot icon or by going to Administration > User Management > Users.
Note:
Syncing the sender's email isn't required for sending invoices. A user can send email without a sync as long as their SPF and DNS information is configured. For more information, visit Email Authentication Requirements for Aspire.
If you use email sync, be aware of these common issues:
Unsupported provider — Aspire supports Microsoft 365 and Google Workspace. Any other provider requires the SMTP option with SPF and DNS validation.
Sync breaks due to password changes — If the synced Google or Microsoft account password changes, the sync breaks. You'll need to re-sync the account.
Token expiration — Aspire stores an authorization token that stays valid for 90 days. The token refreshes each time the user logs in. As long as the user logs in at least once every 90 days, the sync stays active.
Select any user from this list to view the drill down information on their individual email sync status.
Note:
Email sync can only be configured when logged in as the individual user, under the User Settings screen.
Step 4: Verify the recipient contact record
Confirm that the contact who will receive the invoice has a valid and unique email address in Aspire.
Go to the Contacts module.
Search for and select the contact you want to verify.
Confirm that the Email field contains a valid, active email address.
Note:
No two contacts can share the same email address. If you try to use an email that already exists in Aspire, you'll receive an error message. If you suspect the email address may have a formatting issue (such as unexpected spaces or unsupported characters), delete the contents of the field and manually re-enter the address.
To check whether an email address is already in use before creating a contact:
Go to the Contacts module search list.
Select Filters.
Clear the Active filter to include both active and inactive contacts in the results.
Add a filter for Email and enter the email address you want to check.
Step 5: Confirm the invoice email contact on the property
The property record determines which contacts receive the invoice email. Confirm that the correct contact is assigned and that the right delivery options are selected.
Open the property record for the invoiced property.
Go to the Contacts section.
Confirm that the Email Invoice option is selected for the appropriate contact.
Confirm that the Primary and Billing checkboxes are selected according to how you want the customer to receive invoices.
Tip:
Making sure these settings are correct helps prevent invoices from being sent to the wrong contact or not being sent at all.
For more information on setting up the Contacts section of a property, visit Creating a New Contact and Attaching It to a Property.