I've reviewed our ongoing/solved investigations and can confirm there's currently no records of subscribers reporting that their customers can't pay e-invoices.

Since one of your customers isn't able to make a payment from the e-invoice you sent them, I'd recommend having them check their browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can have your customer open a private window and try paying their invoice again to see if it works.

Here's how to access incognito mode in some of the most commonly used web browsers:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P
Internet Explorer: Ctrl + Shift + P
Safari: Command + Option + P

If they're able to pay the invoice, it's safe to say their browser's causing this issue. It can be fixed by clearing cached data and Intuit-specific cookies.

In the event it continues not allowing them to submit a payment, you'll want to get in touch with our Customer Care team. I'd recommend gathering as many details from your customer that you can (any error messages they may be seeing, etc.). They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.

They can be reached while you're signed in:

Click your Help (?) icon.
Choose Contact Us.
Enter a description of the situation in your What can we help you with? field, then hit Let's talk.
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