If an automatic invoice wasn't emailed
Only invoices issued with Auto-send on are emailed by themselves; the invoice's page says whether it went, and Share sends it by hand.
For tutors. Updated October 2026.
Where to find it
- On a phone
- Billing, then Invoices, then the invoice
- On a computer
- Invoices, then the invoice
The Automatic email box under the sheet says what happened.
Steps
Open the invoice and read Automatic email.
It says Emailed, with who and when, or why it wasn't.
If there's no Automatic email box and the invoice reads Draft, press Save to issue it.
Auto-send was off, so the invoice waited for you. Saving it emails nothing.
Press Share, then Email to followed by the family's address, and Send email. Or share the PDF on WhatsApp.
Optional: To have the next one emailed by itself, switch on Auto-send in the family's Invoice settings.
Good to know
- Only invoices the daily run issues with Auto-send on are emailed by themselves. An invoice you save yourself goes out only when you press Send email in Share.
- The email goes to the family's own email addresses, never to a student in the family.
- The PDF goes with it. When a name has characters the PDF can't show, the email goes without it.
If something's not right
"This family has no email address on file."
Add the parent's email with Edit on the family's page, then send this one with Share.
"This student hasn't joined the portal, so there was no email address."
An adult learner's invoice goes to the email they use for their portal. Invite them to the portal, and send this one with Share.
"It will be emailed in the next daily run."
It's queued and goes out with the next run. There's nothing to do.
It reads Email failed.
The email didn't go through. Tutello tries again in the next daily run, a few times at most. If the box says to send it with Share, do that.
It reads Email not confirmed.
Tutello couldn't confirm it went out, so it won't send it again. Ask the family, and if it didn't arrive, send it with Share.
It reads Emailed, but the family didn't get it.
It went to the addresses it names. Ask them to look in their spam folder, or send it again with Share.
Related
Still stuck? Email support@tutello.ae.