Default customer emails not showing the correct one.

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Posted on by Steven F.

Hi,

we have the strangest issue when sending out emails.

Some years ago, we created a new customer with email address hello@domain.com.
After some months, we changed the email address in the customer card to new-email@domain.com. We also removed the contact that was associated with the first email.

Every time we send out an email (invoice or credit note), by default it always shows hello@domain.com even though this email address is nowhere to be found in the customer card.

I adapted the codeunit from Yun Zhu's post (https://yzhums.com/31281/) and modified it to EmailAddress := Cust."E-Mail"; and now, by default, it shows the customers default email address.
I would like to avoid customization for this type of thing as it should be default. Any idea?

I also tried setting a specific email from the document layout and it works but I don't want to manage exceptions for customer that changed their email address.

Thank you for your time.

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Dynamics 365 Business Central

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Steven F. 38 on at

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Default customer emails not showing the correct one.

Thank you everyone for your insights.
Gergory's answer allowed me to find the issue. The email address was being fetched from the "Ship to email address" in the card. Although it's not a visible field on the page by default, I found it when I opened the page inspection.
This field was being populated by an API we developed when adding new sales orders from our website.

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YUN ZHU 92,161 Super User 2025 Season 2 on at

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Default customer emails not showing the correct one.

This problem is a bit strange. I believe you have checked all the settings. If this problem persists, I suspect it is affected by other extensions. You can uninstall all extensions in Sandbox and see if the problem still exists first.

Hope this helps

Thanks.

ZHU

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Pallavi Phade 1,880 on at

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Default customer emails not showing the correct one.

Namaste @Steven F.

Hope u have set Dcoument Sending Profile as mentioned below .

You can prompt for Settings or Set as default Settings

Attached to Customer Card

Check Document Layout attached in Customer Card

Check Layout attached

Check Send to Email - PArt

Layout Name

If you want to change layout to

Go to Report Layout and change Layout

IF you feel this Helped , Please mark as Verified

Regards

Pallavi Phade

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Suresh Kulla 50,080 Super User 2025 Season 2 on at

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Default customer emails not showing the correct one.

If you have any custom report selections, please check if there is an email address specified on it. Also, if there are any document layouts for that customer, please check if an email address is specified.

https://learn.microsoft.com/en-us/dynamics365/business-central/ui-define-customer-vendor-document-layouts

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Gregory Mavrogeorgis 208 on at

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Default customer emails not showing the correct one.

Hi,

Yep, this is a classic “where is BC pulling the email from?” thing. Even if the Customer Card shows the new address, BC can still grab an old one from a few other places.
Here’s the usual culprits and how to fix them (no code needed):

Customer → Document Layouts / Customer Report Selections

Open the customer, Document Layouts.

If there’s any row with To Email set, that overrides the default. Remove/update it.

Also check Customer Report Selections (tell-tale if you copied settings from another customer).

Contacts linked to the customer

Check Primary Contact No. on the Customer and that contact’s E-Mail.

If your invoices are addressed to Sell-to Contact or Bill-to Contact, BC uses that contact’s email.

Deleted/old contact numbers can still be referenced on posted invoices; on the posted doc look at Sell-to/Bill-to Contact No. and update if needed.

Ship-to Addresses

If the sales doc has a Ship-to Code, BC can pick the Ship-to E-Mail instead of the customer one. Open the Ship-to card and fix/remove the email there.

Report Selection – Sales (global)

Search Report Selection – Sales. For the report you email (e.g., “Sales – Invoice”), edit the line and check the Send To source.

Make sure it isn’t set to “Specific E-mail” or a custom address; set it to Customer or Contact as your standard.

Email Scenario defaults / old recipients

Search Email Scenarios and make sure no Default Recipients extension/table is filled with that old address for the “Posted Sales Invoice” scenario.

If you “Open in Outlook” instead of using BC’s email editor, Outlook’s auto-complete can also inject the old address—clear the suggestion there.

What I’d do step-by-step

Remove any Document Layouts overrides on the customer.

Decide your source of truth (Customer email or Contact email) and set Report Selection – Sales to that.

Clean up Ship-to and Contacts (and check the posted document’s contact fields).

Test on a brand-new invoice (not a copy of an old one).

Since your quick customization (Yun Zhu’s example) fixed it by forcing Cust."E-Mail", that strongly suggests one of the overrides above is feeding the old hello@.... Cleaning those up should get you back to the new default without custom code

If you have found this helpful please mark it as a verified answer

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Rishabh Kanaskar 3,931 on at

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Default customer emails not showing the correct one.

Hi,

This usually happens because BC caches or pulls emails from old Contact records, Document Layouts, or Notification Setup rather than the updated Customer Card.
Steps to check before customizing:
> Customer > Navigate > Related > Contacts > ensure no old contact with hello@domain.com.
> Customer Document Layouts > confirm no email override exists.
> Report Selections / Email scenarios > verify email is set to use Customer."E-Mail" not legacy fields.
> Customer Bank Accounts / Ship-to Addresses > check if email is stored there.
If none of these contain the old email, run a background search (AL query / RapidStart / configuration package) across tables like SMTP Mail Setup, Document Sending Profile, and Cust. Ledger Entries metadata to locate hidden references.

Normally BC should default to Customer."E-Mail". If you’ve cleaned up all overrides, no customization is needed.

Thanks

Rishabh

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Valentin Castravet 29,345 Super User 2025 Season 2 on at

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Default customer emails not showing the correct one.

If you changed the email on the customer card but emails were still going to hello@domain.com then that means that email was entered in Documents Layouts page, or you had some sort of customization. That would be the only reason it wasn't taking the email on the customer card.

Valentin Castravet
Work: Zander ERP Services
Blog: Dynamics 365 Business Central Insights
LinkedIn: www.linkedin.com/in/valentin-c-0500a247/

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