In this article, we will explain the most common reasons why your emails may not reach your clients — and why client replies sometimes go missing.
There are four possible reasons this can happen:
- Email landed in the client’s spam folder
- Email bounced due to an incorrect address
- Daily sending limit was reached
- Client replied using the wrong method
Email Landed in Spam #
ℹ️ The email was sent successfully from our end — it just didn’t land in the inbox. Spam filters at Gmail, Outlook, Yahoo, and similar providers sometimes flag transactional emails from invoicing platforms, especially on first contact with a new client.
Ask your client to:
- Check their Spam or Junk folder
- Select the email and click Not Spam (or Mark as Safe) — this trains their email provider to trust future emails
- Add
no-reply@professionalinvoicing.comto their contacts to prevent it happening again
⚠️ If your client finds the email in spam and marks it as safe, future emails should arrive in their inbox automatically.
Email Bounced #
ℹ️ A bounce means the receiving mail server rejected the email entirely. Because emails are sent from no-reply@professionalinvoicing.com, bounce notifications return to that address — not to you. You will not be notified if an email bounced.
There are two types of bounces:
Hard bounce (permanent — will not resolve on retry):
- Typo in the email address (e.g.
john@gmal.cominstead ofjohn@gmail.com) - The email account no longer exists or has been deactivated
- The recipient’s domain does not accept email
Soft bounce (temporary — may resolve on retry):
- Client’s inbox is full
- Their mail server was temporarily unavailable
If you suspect a bounce:
- Double-check the email address saved for your client — even one incorrect character causes a hard bounce
- Try resending — soft bounces often resolve on a second attempt
- Contact the client via phone or another channel to confirm their correct email address
- Download the document as a PDF and send it from your own email account — this guarantees delivery and ensures replies come directly to you
Daily Sending Limit Reached #
⚠️ Professional Invoicing enforces a maximum of 70 emails per user per day. Emails beyond this limit will not be sent.
This limit exists to protect the platform’s sending reputation and ensure reliable delivery for all users.
This typically affects:
- Businesses sending bulk invoices at month-end
- Users sending proposals to a large list of clients in one session
If you have hit the daily limit:
- Send the remaining emails the following day
- For urgent documents, download as PDF and send from your own email account — your personal email has no sending restrictions
- If you regularly send large volumes, consider spreading your batch across two or three days
Client Replied But You Never Received It #
ℹ️ Emails from Professional Invoicing are sent from no-reply@professionalinvoicing.com. Inside every email there is a dedicated button pre-filled with your actual email address. How your client chooses to respond determines whether you receive their reply.
If the client clicks the button inside the email:
- A new email opens in their email app with your address pre-filled as the recipient
- Their reply arrives in your inbox as expected ✅
If the client hits Reply in their email app:
- Their email app replies to whoever sent the original email — which is
no-reply@professionalinvoicing.com - That address does not deliver to anyone
- The reply is gone with no error and no notification — neither you nor your client will know ❌
⚠️ This is standard email behaviour, not a bug. The client is certain they replied. You are certain you never heard from them. Both are correct.
To prevent this:
- Include a note in your message body when sending: “To reply, please use the button inside this email rather than hitting Reply directly.”
- If a client insists they replied but you have no record of it — ask them to click the in-email button or send a fresh email to your address directly
- For complete control, download the document as a PDF and send it from your own email account — all replies will come straight to your inbox regardless of how the client responds
