cannot receive Xero invoices from clients

Question

cannot receive Xero invoices from clients

Jo 0

I cannot receive Xero invoices/emails or emails from clients , they either get a "undeliverable" or they send invoices and I do-not get them. It has been happening for 6 weeks. Outlook has stated that it is Microsoft 365 issue and Xero has not found the problem.

I have added Xero emails to the safe senders and nothing is working.

Any help would be great!

2 answers

Your answer

Answer 1

Jeanie H 1,395 Microsoft External Staff Moderator

Hi Jo,

Thank you for posting your question in the Microsoft Q&A forum.
To accurately diagnose the cause, please help me provide some additional details and perform the following checks:

1.Are you unable to receive any emails from Xero at all, or do you receive some but not others?

2.Previously, did you receive emails from Xero normally?

3.Besides Xero and the clients you've mentioned, are you experiencing issues receiving emails from other external senders?

4.Is your email account a work account or a personal account? Please provide the affected email address.

5.On which platform does this issue occur? Outlook on the web (OWA), the New Outlook for desktop, the Classic Outlook for desktop, or does it happen on all of the above platforms?

6.Please carefully check this folder to ensure that emails are not being mistakenly filtered here.

Check if any rules are automatically moving or deleting emails. Go to Settings > Mail > Rules.

Ensure that the automatic email forwarding feature is turned off. Go to Settings > Mail > Forwarding.

Ensure the filter is set to Standard, not Strict. Go to Settings > Mail > Junk email.

7.When the sender (your client) receives an "undeliverable" notification, can you ask them to forward the entire error email to us? This information is extremely important.

8.To provide the most appropriate next steps, please let us know if you are an end-user or the IT Administrator for your organization.

Please contact your IT department and ask them to assist with checking the following items in the Microsoft 365 admin center:

Check the Mail Flow Rules in the Exchange Admin Center to see if any rules are affecting emails from Xero.
Run a Message Trace to get the header information of an affected email. Detailed instructions can be found here: Message trace in the modern EAC in Exchange Online | Microsoft Learn

If you are unsure who your IT Administrator is, you can refer to this guide: How do I find my Microsoft 365 admin? - Microsoft Support.

The information above will greatly help us in identifying the cause and providing a solution. We look forward to hearing from you soon.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Jo 0 Reputation points

2025-07-17T05:26:57.92+00:00

it is all emails from Xero I cant receive.

Yes I could receive emails previously with no issues up until about 6 weeks ago

I have nil issues with receiving emails from others only Xero

Happens on all of the below,

Outlook on the web (OWA), the New Outlook for desktop, the Classic Outlook for desktop.

to provide the most appropriate next steps, please let us know if you are an end-user or the IT Administrator for your organization.....

I am unsure who the IT admin is, we are a small business and I presume we are just on a personal email system.
Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-07-17T06:33:02.1266667+00:00

Hi Jo,
First, help me check three things below, you can self-check in OWA.
1.Check if any rules are automatically moving or deleting emails. Go to Settings > Mail > Rules.

2.Ensure that the automatic email forwarding feature is turned off. Go to Settings > Mail > Forwarding.

3.Ensure the filter is set to Standard, not Strict. Go to Settings > Mail > Junk email.
For IT Admin of small business, often who does all the computer maintenance work for your business. Could you please help me find them, because if three things above are fine, we need to reach out to them to find out more.
Also, when the sender (your client) receives an "undeliverable" notification, can you ask them to forward the NDR Report error email to us? This information is extremely important.
Looking forward to your response!
Jo 0 Reputation points

2025-07-17T22:00:51.5466667+00:00

Hi there,

I have tried to login into OWA through my outlook account and every time I click sign in it wont take me to the sign in page.

I have no rules set up on my app or computer.

My junk mail filter is set to "low"

the account I use for invoicing is ******@outlook.com and I also have my email that is ******@outlook.com. The emails from ******@outlook.com are being forwarded to my email account (B). This was working fine and I was getting all the emails sent to me but 6 weeks ago it just stopped working.
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Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-07-18T06:19:36.5466667+00:00
Hi Jo,

Thank you for providing detailed information about the issue you are experiencing. To diagnose the problem more accurately, could you please take a moment to clarify a few points for me:

Regarding the login: Could you please confirm if the link you are using to sign in to Outlook on the web is https://outlook.live.com?

Regarding the email flow failure: It is crucial for us to know at which exact step the email is being blocked. Please confirm which of the following scenarios matches your situation:

Scenario 1: Emails from Xero/clients do not arrive at all in the inbox of Account A (******@outlook.com). (Meaning some emails result in an "undeliverable" error, while others simply disappear).

Scenario 2: Emails from Xero/clients do arrive in the inbox of Account A, but the automatic forwarding rule to Account B (j*****@outlook.com) is not working.

If your problem is Scenario 2, the most likely cause is a faulty forwarding rule. Once you are able to log back into Account A, you could try going to Settings > Mail > Rules, temporarily deleting the old forwarding rule, and recreating a new one to see if that resolves it.

Your confirmation on these points will greatly help us in finding a solution.

Thank you for your cooperation. Looking forward to your response!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
Jo 0 Reputation points

2025-07-18T09:03:38.2833333+00:00

it is scenario 1, I don't get the emails from Xero. Some people get a undeliverable email, others do not and they think the emails from Xero have been sent. However I do not receive them.
Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-07-21T05:12:31.75+00:00
Hi Jo,

Have you logged in using the link I sent https://outlook.live.com? Are you experiencing a similar issue?

Please help me check the following:

Junk Mail, Deleted Items, or any other folders, is there any email from Xero in there? Check the Other tab to see if it’s there.

Try searching for "Xero" in the search bar to see which folder the email might be in.

Finally, go to Settings > Mail > Junk Email and confirm that Xero is listed as a safe sender. Please take a screenshot of this setting for me.

If all of the above looks normal, the issue might be on Xero’s side. In that case, you can ask Xero whether they are currently able to send emails to external accounts (e.g., outlook.com).

Thanks so much! Looking forward to your response!

Answer 2

Jo 0

it is scenario 1, I don't get the emails from Xero. Some people get a undeliverable email, others do not and they think the emails from Xero have been sent. However I do not receive them.

and the https://outlook.live.com? is the link I have used and it logins in but still the same issue.

Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-07-21T07:34:12.38+00:00
Hi Jo,

Please help me check the following:

Junk Mail, Deleted Items, or any other folders, is there any email from Xero in there? Check the Other tab to see if it’s there.

Try searching for "Xero" in the search bar to see which folder the email might be in.

Finally, go to Settings > Mail > Junk Email and confirm that Xero is listed as a safe sender. Please take a screenshot of this setting for me.

If all of the above looks normal, the issue might be on Xero’s side. In that case, you can ask Xero whether they are currently able to send emails to external accounts (e.g., outlook.com).

Thanks so much! I looking forward to your response!
Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-07-27T23:26:34.6233333+00:00

Hi Jo,

Any updates? I’m still waiting. Feel free to contact me if you have time. Thank you so much!
Jeanie H 1,395 Reputation points Microsoft External Staff Moderator

2025-08-03T23:43:00.0366667+00:00

Hi Jo,

I hope this message reached you.

This is my second time reaching out to check if you've received my message. I really want to make sure your experience is as smooth as possible. If your issue persists or if you encounter any new difficulties, please share more details about the current steps you are taking. I am always happy to assist you whenever you need.

While waiting for your response, I will also be monitoring other customer questions on the forum to assist them. If you have any further questions or updates, please tag (@Jeanie) in the reply so I can assist you more promptly and thoroughly.

I look forward to hearing from you soon.

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cannot receive Xero invoices from clients

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