Find out why your clients are not receiving important emails.
When a client misses a document request or an invoice reminder, your team ends up chasing it again. Neotiqa helps accountancy and bookkeeping firms investigate delivery across staff mailboxes, practice software and billing tools, with findings your IT provider can act on.
- What is email deliverability for an accountancy practice?
- It is the work of understanding whether your messages reach the intended inbox and what may prevent that. For an accountancy practice, this includes everyday client correspondence and software-generated messages. Neotiqa provides a scoped, read-only assessment, with any configuration changes or ongoing monitoring agreed separately.
Start with the message your client is missing.
A partner’s Outlook email, an automated records request and a billing reminder may use different sending services. A successful email from one does not clear the others. First establish which system sent the missing message, which address it used and whether it recorded a bounce, a rejection or an acceptance.
Then compare an affected example with a successful one from the same route. If the issue appears only at one client organisation, its administrator may need to inspect the recipient-side filtering decision. If several clients report the same problem, look for the common sending route before changing the whole domain.
This gives your practice manager and IT provider a useful question to investigate, rather than another instruction to ask clients to check their spam folders.
Useful information for the first conversation
- The type of message that is missing
- The mailbox or application that sent it
- Whether one client or several are affected
- When the problem started and what changed
Different accountancy messages need different checks.
| Message | Question to resolve | Evidence to compare |
|---|---|---|
| A staff email requesting records | Did it leave the mailbox, and where was it filtered? | Message trace, a supplied message header and the recipient’s account of what happened |
| A practice-management reminder | Was the automation triggered and which connection sent it? | Job history, connected-account status and any sending error |
| An invoice or payment reminder | Does the billing service send as your firm or from its own domain? | The actual From and Reply-To addresses, authentication results and platform delivery status |
| A client newsletter | Is this a separate mailing route with its own audience and settings? | Mailing-platform authentication, list history, bounces and complaints |
Why changing your SPF record may not fix a missing Xero invoice.
Xero’s email settings documentation (opens in a new tab) distinguishes its sending address from the reply-to address you choose. Standard emails sent through that service use Xero’s messaging address. Changing your firm’s reply-to address does not turn those messages into mail sent from your own domain.
Identify the actual sender before proposing a DNS change. A problem affecting a platform-owned sending domain may need the platform’s support team, while a message sent through your Microsoft 365 or Google Workspace account needs evidence from that route. We establish the boundary and document what your firm or provider can control.
The same discipline applies to practice software and add-ons. We assess the agreed email routes, without assuming every tool sends in the same way or replacing your accounting system.
Turn repeated chasing into a defined investigation.
Agree the scope
Identify the affected messages, sending systems and people involved. Confirm the evidence, access, outputs and fee before work starts.
Investigate without changing production
Review agreed reports and supplied message examples, compare authentication and delivery evidence, and separate confirmed findings from questions that need more information.
Give your team a practical handover
Receive prioritised findings, recommended next actions and responsibilities. Remediation and subsequent verification are separate agreed work.
Start with the guide that matches your setup.
Microsoft 365 emails going to spam
Understand traces, received headers and why a passing authentication check is not the whole answer.
Read the Microsoft 365 guideWhat a deliverability assessment covers
See the evidence, scope and technical handover to agree before commissioning an investigation.
Explore the assessmentQuestions from accountants and practice managers
Why do invoices go to spam when normal emails arrive?
Invoices and ordinary email may use different senders, services, templates and links. Compare the affected invoice route with a successful message from that same route. A normal email arriving does not prove that the billing platform is configured correctly or that the recipient accepts its messages.
Can you investigate Microsoft 365 or Google Workspace email?
Yes. We scope an assessment around your mail platform and the applications that send alongside it. Your existing IT provider can supply agreed reports and retain control of settings.
Will you need tax returns or client financial records?
The first conversation does not need client documents. We agree the minimum evidence and a suitable sharing method before work starts. Do not send financial records, credentials or unredacted client messages through the public enquiry form.
Can you guarantee that every invoice reaches the inbox?
No. Authentication, platform acceptance and inbox placement are different things, and recipient systems remain outside our control. We document what the evidence supports and what an agreed correction would need to verify.
Do we have to move email provider or replace our practice software?
No. The assessment starts with your existing setup. A platform change would need its own justification and written scope, rather than being a condition of the investigation.
Specialist support alongside your practice team
You work directly with Peter Black, with remote support for UK practices. Your team keeps ownership of client relationships and professional work, while Neotiqa focuses on the agreed email-delivery problem and the handover to whoever manages your systems.
Last reviewed 3 November 2026. Service descriptions are general. Every engagement has a written scope.
Which client emails keep needing a second chase?
Tell us which software sends them and what clients have reported. We will discuss a focused assessment of the affected route.