Client Says They Never Received the Invoice? What to Email Back (Templates)

“We never got that invoice” is frustrating to hear two weeks after the due date, but arguing about it rarely gets you paid faster. Sometimes it really is true: invoices land in spam, go to a shared inbox nobody watches, or need to go to accounts payable instead of your contact. Your reply should do three things: resend it in a way that cannot get lost, confirm where invoices should go from now on, and get a payment date in writing.

Before you reply

• Check your sent folder and your invoicing tool: note the date, the address it went to, and whether it shows as opened or viewed.
• Look for a bounce or an auto-reply you missed.
• Do not lead with proof. Keep the date and address handy in case you need them; first, just resend.
• Decide what “due” means now. Restarting the full payment term is generous; a short new deadline (for example, 7 days) is usually fair when the original went to the address they gave you.

So it does not happen again

• Ask for the exact billing address and whether invoices also need to go to a named person.
• Send invoices as a PDF attachment and a payment link, so a blocked link or a stripped attachment does not hide both.
• Put the invoice number, amount, and due date in the subject line.
• Ask for a quick “received” reply on the first invoice to any new client or AP team.
• Send a short reminder 3 days before the due date; it doubles as a delivery check.

Free template 1: Simple resend, no blame

Replace every [bracket] before sending.

Hi [Client Name],

No problem, thanks for letting me know. I've attached invoice [Invoice #] for [Amount] again, and you can also pay online here: [Payment Link].

It was originally sent on [Sent Date] to [Email Address]. Is that the right place for invoices, or should they go to someone else, like accounts payable?

Could you reply to confirm you've got it, and let me know the date payment will go out?

Thanks,
[Your Name]

Free template 2: Resend with a new, fair pay-by date

Replace every [bracket] before sending.

Hi [Client Name],

Sorry it didn't reach you the first time. Here it is again: invoice [Invoice #] for [Amount], for [Project / Service]. It was originally sent on [Sent Date] to [Email Address].

Since the original due date of [Due Date] has already passed, I've set a new due date of [New Due Date]. Payment link: [Payment Link].

Please reply "received" so I know it got through this time.

Thanks,
[Your Name]

Free template 3: Second time it “didn’t arrive”

Replace every [bracket] before sending.

Hi [Client Name],

This is the second time invoice [Invoice #] hasn't reached the right place, so I want to fix the delivery side for good.

For reference, it was sent on [Sent Date] and again on [Resend Date] to [Email Address]. I've attached it once more and included the payment link: [Payment Link].

Could you confirm:
1. The exact email address invoices should go to
2. The name of the person who approves or pays them
3. The date this one will be paid

I'm also happy to send a copy by [another method, e.g. your client portal or by post] if that's easier.

Thank you,
[Your Name]

Free sample: try one email from the full pack before you buy.

Free mini-pack: 3 more follow-up templates (HTML + PDF), no signup.

Related guides

• Invoice sent to the wrong email
• Email accounts payable for an unpaid invoice
• Client not responding to an invoice
• Ask for a payment status update
• Invoice due tomorrow reminder

Practical communication guidance only, not legal advice. Payment terms, due dates, and collection options depend on your contract and jurisdiction.