Your clients, plan managers, and other recipients receive automated emails from splose: invoices, invoice reminders, appointment reminders, and form notifications. Occasionally a recipient reports that one of these emails shows the wrong name in the sender ("From") field: a different business name or a person they don't recognise. This is almost always caused by the recipient's own email program, not by splose or your workspace settings.
This article explains what causes it, confirms that your invoices and templates are unaffected, and gives you step-by-step instructions you can share with the recipient to fix it on their end.
What causes it
splose sends automated emails from a shared sending address (for example, notifications@splose.com). Email programs like Outlook and Gmail identify contacts by their email address alone, not by the display name attached to each message.
Once a recipient's email program has associated that sending address with a particular name — because it was saved to their contacts, or cached in their auto-complete or "People" suggestions — the program overrides the display name on every future email from that address with the saved one. So if the address was first saved against one business or person, later emails from a different practice can appear under that original name.
This behaviour lives entirely in the recipient's email program. It cannot be corrected by changing anything in your splose workspace, invoice template, or the email itself. The only reliable fix is on the recipient's side: remove the saved association so their program stops overriding the name.
What is not affected
Before sharing the fix, it's worth confirming what this issue does and does not touch:
The invoice PDF and its contents are correct and show your practice's details.
The email body and template are correct.
Only the sender ("From") display name, as rendered by the recipient's email program, is affected.
If the wrong name appears inside the invoice itself or in the email body, not just the sender field, that is a different issue. In that case, contact splose support so we can investigate.
How the recipient can fix it
Share the relevant steps below with the affected recipient. The fix has two parts: delete the saved contact for the splose sending address, then clear the cached auto-complete entry. Both should be done to fully resolve it.
Outlook
The steps below outline how to remove the saved contact and clear the cached name in Outlook.
Delete the saved contact:
Open People (the contacts area) in Outlook.
Search for the splose sending address (for example, notifications@splose.com).
Open the matching contact.
Select Delete.
Clear the auto-complete cache:
Start a new email.
In the To field, begin typing the splose sending address until the cached suggestion appears.
Use the arrow keys to highlight the suggestion.
Press Delete (or select the X next to the suggestion) to remove it.
Gmail
The steps below outline how to remove the saved contact in Gmail.
Go to Google Contacts (contacts.google.com).
Search for the splose sending address (for example, notifications@splose.com).
Open the matching contact.
Select the More actions menu (three dots).
Select Delete.
After deleting the contact, Gmail stops overriding the display name. The next email from splose will show the correct sender name.
Things to note
The wrong name only clears once the recipient removes the saved contact and cached entry. Until they do, their email program will keep applying the old name.
This affects only the specific recipient whose program has the saved association. Other recipients are unaffected unless they have the same saved entry.
No change on your side — to the invoice, template, or workspace settings — will override the recipient's cached name.
Troubleshooting and FAQs
A client says my invoice emails come from a completely different business. Have I set something up wrong?
A client says my invoice emails come from a completely different business. Have I set something up wrong?
No. This is caused by the client's email program overriding the sender name based on a previously saved contact for the splose sending address. Nothing in your workspace or invoice setup causes it, and the invoice itself is correct.
Can I fix this from within splose so the client sees the right name?
Can I fix this from within splose so the client sees the right name?
No. The display name is controlled by the recipient's email program once the address is saved on their end. The fix has to be done in their Outlook or Gmail, using the steps above.
Will the invoice PDF also show the wrong name?
Will the invoice PDF also show the wrong name?
No. Only the sender ("From") field displayed by the recipient's email program is affected. The invoice PDF and email body show your correct details. If the wrong name appears inside the invoice or email body, contact splose support.
The recipient deleted the contact but still sees the wrong name.
The recipient deleted the contact but still sees the wrong name.
Make sure they have also cleared the auto-complete cache (the suggestion that appears when typing the address into the To field), not just the saved contact. Both need to be removed. A previously received email may still display the cached name, but new emails should show correctly.