Invoice won't send

Invoice Won't Send

If a client isn't receiving their invoice by email or SMS, this guide helps you identify and fix the most common causes. It's useful for anyone managing billing or client communications in CaterCloud.

Check the Client's Contact Details

The most frequent cause of a failed send is a missing or incorrect contact record.

• Open the relevant client record and confirm an Email Address is entered
• If you're sending via SMS, verify a valid Mobile Number is on file
• Check for typos — an extra space or misplaced character will cause delivery to fail silently
• Save any corrections before attempting to resend

Confirm Messaging Is Configured

CaterCloud needs a connected messaging channel before it can deliver invoices.

• Go to your Settings area and look for Messaging or Notifications settings
• Confirm your email sending domain or SMS provider is connected and active
• If a third-party integration (such as an email service) shows a warning or disconnected status, reconnect it before retrying

Check the Invoice Status

An invoice in the wrong status may be blocked from sending.

• Open the invoice and check its current Status (e.g., Draft, Approved, Sent)
• Invoices in Draft status are typically not deliverable — you may need to approve or finalise the invoice first
• Look for a Send or Resend button once the invoice is in the correct status

Review Any Error Messages

CaterCloud may surface delivery warnings directly on the invoice or in an activity log.

• Check for any banner, alert, or note on the invoice record indicating a send failure
• If an error references your messaging setup, return to Settings → Messaging to resolve it
• If the error persists after correcting contact details and settings, contact CaterCloud support with the invoice number and client name ready

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Tip: If you need to notify a client urgently, you can copy and paste the invoice link or PDF directly from the invoice record and share it manually while you resolve the sending issue.