If you’re seeing a message that your customer doesn’t have an email or phone number — even though you know they do — it’s usually related to how invoices store contact information.
What’s Happening?
Invoices can only be sent if, at the time they were created, the customer had:
A valid email address set up to receive invoices, or
A valid mobile phone number in the Mobile Phone 1 field that can receive text messages
If that information was missing when the invoice was originally created, the invoice will not send, even if you add or update the contact information later. You will see a yellow icon next to the customer's status when looking at their invoice.
Why Adding Contact Info Doesn’t Automatically Fix It
Invoices and quotes are a snapshot in time.
That means they capture the customer’s contact details as they existed when the invoice was created. They do not automatically update to reflect changes made afterward.
How to Fix It
You have two options:
Option 1: Manually Send the Invoice
Go to Billing > Invoices
Select the invoice
Click More > Send Invoice
Enter the email address manually
Option 2: Delete & Recreate the Invoice
After updating the customer’s contact information:
Delete the existing invoice
Recreate it so the updated email or phone number is included