I really hope someone replies.
But based on previous experience I doubt it.

I've had it - this is the most useless software on the market.

Good Day,

Can you kindly provide more information on the above?

Does the Customer Communication report reflect that the receipts have been sent?

Do you receive any specific error when sending out the documents?

Regards

There is no error generated.
The clients and suppliers receive their emails and the reports confirm this.
We just don't get the copies (well, we do - but less than 10% of them).

That's all I can tell you.

I have no other info.

And I use the copies for checking.
So it is a vital requirement of the way we work.

Good Day,

The reason emails are blocked suddenly (when they worked before) is that emails received from Sage One Accounting can become recognized as spam/marketing after some time. When emails are received multiple times from the same address, a mailbox will block the address a number of times. To fix this, the Sage Business Cloud email address has to be whitelisted, alternatively, the SPF record below will have to be added on the customers domain.

Kindly receive the SPF records as per the query logged.

The client needs to add the following records to their SPF records for mail delivery:
DNS names:
za-relay.sagesouthafrica.co.za
za-relay-01.sagesouthafrica.co.za
za-relay-02.sagesouthafrica.co.za
Which resolve to:
197.97.85.99
197.96.210.136

Beside SPF records, please see link below to assist you with adding the sage one mail service email as a ‘safe sender’ to a client’s mailbox.
There are various mailboxes in this link.

Step 1: Ensure this setting is enabled in SOA: check box "[email protected]" is ticked

Step 2: Access the link below and add this address as a safe sender / contact: [email protected]

Link: subassistant.freshdesk.com/.../4000069234-how-to-whitelist-or-add-email-addresses-to-your-safe-sender-list

Step 3: Close and reopen the mail box

Step 4: Test emailing

Regards

No, this doesn't work. Still the same problem.
I have everything set as you have asked.

But really, if someone would just be logical about it - why are a few coming through and not others?

My settings on Sage are correct.
And I have added al l the items to my whitelist.

What next ?
The problem is on your side. Or at least everything I see points to that.

I NEED A SOLUTION.

Good day, 

This will require investigation. Please email the investigation team a detailed description of the query as well as the information below so that we are able to investigate this in more detail.

Unique Support Reference (You can find this by going to Administration > My Profile > My Details)
Attach Screenshots

Email:
[email protected]

To allow the team to gain access to your profile for investigation, Please click on the link below to allow our team to gain access to your profile.
· Click on this link:
accounting.sageone.co.za/InviteSupport.aspx on a new tab
· You will then click on the option to ‘Invite Support’

If you do not wish to send an email you are more than welcome to phone support.

Accounting Department :
011 304 3805

Regards,

I did send an email to support but received no reply.
I've also given as many details as I can - there is nothing more I can say.

You have all the info.
Is asking for more info just a delaying tactic?

I think I must just start looking for an alternative solution.
Much as it will be inconvenient to me.
This is way too complicated - unless I can charge you for my time?

I'm so disappointed in Sage.
Everything was fine until that update ruined everything.

And your support is shockingly bad.
Again, check HelloPeter for feedback on what your clients think of you.

Good Day, 

Please give me the incident reference number to follow with an agent that is handling your query.

Regards, 

Also check Facebook for all your happy clients.

Will do, 
Thank you 

I didn't get a reference becasue no one responded.
I mailed support on the 22 June.

[email protected]

Which was the address I was told to mail.

You can provide me with your Unique Support Reference.

You can find this by going to Administration > My Profile > My Details