My customer couldn’t pay because of “unknown error has occurred”?

Hello bodunlami@hotmai,

I hope you are off to a great start in the new year! I"m so sorry you are having issues with your customer's invoice, I would love to share my go-to solution for this one.

To experience the issue my customer is facing when trying to pay my invoices, I like to temporarily change the email address to one of my emails, and then I send the email to myself once I have saved the changes.

What this does is that it allows me to see if it may be a possible operating system issue rather than a QBO Invoice issue. If I am able to open and pay my invoice then I know my invoice is ok and my customer probably needs to try opening my invoice and pay on another device. You can always try to create a copy of the invoice a resend the copy as well and it may trigger an effect.

I hope these couple of steps helps! Please don't hesitate to reach out if you need further assistance.

Kindest Regards,
Lourdes Fernandez

HI there! 

 

I know how important it is for your customers to be able to pay you directly through an invoice using their credit card. Luckily, with QuickBooks Payments this is a breeze. @Lourdes-Fernandez has provided you with some fantastic options to troubleshoot this issue, but I'd like to give you a few extra steps that you can share with your customer that might enable them to bypass this error.

 

Occasionally the images and files stored in your browser's cache can cause issues with the way pages load and can even cause errors to occur. There are several steps that your customer can try to see if the error they are experiencing is an internet or browser issue, so please feel free to share the steps below:

 

• Clear your browser cache

• Try a private browser window

• Try another browser type

• Reset your Internet or try on another computer or device

 

I'm confident that with the steps shared above and these troubleshooting options, your customer will have no trouble paying for their invoice using QuickBooks Payments. Once they've attempted them, they'll be able to open the invoice again and pay following the prompts provided. I'm here to help if you have any other questions. Have a fantastic day!