cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Everything you need to know about banking in QuickBooks Online - Discover more
trang_nguyen
Level 1

Unable to make subscription payment

I am wondering if anybody has been having the same issue as me which I have contacted QB support multiple times over the past few months without resolution.

 

I was in the middle of my subscription when I received a new bank card. I then entered the new card details as usual to QB to make the payment for my subscription and there pops up the below message

 

We couldn't process your payment. Make sure your billing info is up to date. If the issue persists, please contact support and reference this message. (Error code: -81624)

 

I contacted my bank to get the payment go through and but the bank said it is an issue with the vendor (i.e. QB) not implementing a proper compliant payment process.

 

Subsequent exchanges with QB support team lead to different reasons as to why my payment is not going through (such as I have to wait until my account because inactive and only then QB would allow a new subscription payment etc but that did not work either).

 

This issue also caused whatever discount I had with the previous subscription voided and QB support team was not able to provide any help with that either.

 

Today, QB support team told me there is a widespread issue impacting All Users with regards to resubscription and told me to wait for the Product Engineer email. I asked for a tentative date for the fix but there was none given and considering I have been having this issue for some time now I'm afraid I won't be able to use the services to file paperwork come end of month.

 

I asked about whether there is any online page to track the issue but was told there is none.

 

Is it just me or is it really a widespread issue?

7 REPLIES 7
Rubielyn_J
QuickBooks Team

Unable to make subscription payment

Thanks for sharing your situation here in the Community space, @trang_nguyen.

 

We recognize the inconvenience caused by this error when making a payment, and we wish you didn't have to go through that.

 

I've checked our system and found that this is a widespread issue. Rest assured that our engineers are working to identify the root cause of this error and find a fix. To help track this case, I suggest checking out this link: https://status.quickbooks.intuit.com/.

 

While waiting for any update, we can perform some troubleshooting steps to fix this. There are times that the browser is full of frequently accessed page resources, which causes some errors or unusual responses. Let's start accessing your account using a different or a private browser. You can use either of these shortcut keys:

 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P
  • Safari: Command + Shift + N

 

Once the error message disappears, go back to your regular browser and clear its cache. This is done to speed up the process next time you do a transaction in QuickBooks Online. Also, an alternative way is to use other compatible browsers.

 

Additionally, let me share this article to help manage your QuickBooks Online subscription, whether you need to update the card on file, change your subscription, or just view your billing history: Manage billing, payment, and subscription info in QuickBooks Online.

 

Feel free to share updates or add questions if you have other concerns about making subscription payment in QBO. I'm always ready to lend you my hand. Take care, and have a prosperous business ahead.

trang_nguyen
Level 1

Unable to make subscription payment

Many thanks for your help.

 

I've already tried making the payment in private browsing in Chrome and Edge but the same problem occurs. Clearing the cache also didn't help.

JamaicaA
QuickBooks Team

Unable to make subscription payment

Thank you for following my colleague’s suggestions above, @trang_nguyen. I recognize the inconvenience caused by this error when making a payment.

 

I've checked our resources and verified that there’s a reported issue under the error code 81624. This is the same widespread issue that our Support Team mentioned. If you've been added to the list of affected users, you'll be able to get updates as well as learn when a solution is available.

 

If you'd like to contact them again for the progress of the report, follow these steps:

 

  1. Go to the Help icon.
  2. Select the Search tab and click Contact Us.
  3. Enter a brief description of your concern.
  4. Select either Start a chat or Get a callback.

 

Additionally, let me share this article to help manage your QuickBooks Online subscription, whether you need to update the card on file, change your subscription, or just view your billing history: Manage billing, payment, and subscription info in QuickBooks Online.

 

Feel free to share updates or add questions if you have other concerns about making subscription payment in QBO. I’ll be here to answer them for you. Take care.

trang_nguyen
Level 1

Unable to make subscription payment

Hi there, as stated in the original message, I've already chatted and shared my screen with multiple QB support team members and each time the issue was not resolved.

mrmau
Level 1

Unable to make subscription payment

3 months later and this has still not got fixed. This is terrible. How can such a big company like Quickbooks not prioritise. I can only imagine the amount of money you have lost from not fixing this issue. Me, this other guy in this thread and many more I imagine haven't been able to resubscribe for ages. 

If this doesn't get resolved by this Wednesday. I will create an account with one of your competitors, and then share my experience with my 250,000 followers over my various social media platforms.

 

Mauiricio

Angelyn_T
QuickBooks Team

Unable to make subscription payment

Hi, @mrmau. It isn't the kind of experience I want you to have while making subscription payments with QuickBooks. Let me give you some troubleshooting guides to isolate the issue.

 

I want you to know that the investigation number related to this concern was already tagged as closed and resolved. Since you can't process your payment, I suggest using a different card or payment method to narrow down the result. You can also contact your bank to verify your account.

 

Here's how update to payment method:

 

  1. Sign in to your QuickBooks Online (QBO) as a primary admin.
  2. Go to the Gear icon, then Account and settings.
  3. Select Billing & Subscription.
  4. Next to your payment method, select Edit.
  5. Update your credit card info.
  6. Review the address for your credit card. It must be the same one that appears on your credit card statements.
  7. Hit Save.

 

You may also open this article for the detailed steps: Manage billing, payment, and subscription info in QuickBooks Online.

 

If you get the same error, I recommend contacting our QBO Support. This way, our team can look into your account securely and investigate this further.

 

  1. Head over to the Help icon.
  2. Select the Search tab and click Contact Us.
  3. Enter a brief description of your concern.
  4. Select either Start a chat or Get a callback.

 

I sincerely appreciate your understanding in this matter. Please feel free to reach out to me with any questions you may have by adding a comment below. Keep safe!

trang_nguyen
Level 1

Unable to make subscription payment

Just to share what I did so that users facing the same problem can try the method that helped me out.

 

After literally countless contacts and help from Quickbooks, I was still not able to resubscribe using the bank card (from Natwest) that was already saved in my Quickbooks Account.

 

So I decided to try and not to use the resubscription page. Instead, I used another card to make the payment which went through. After that, I switched the payment method back to the original Natwest card that had problems, and this time it was fine.

 

So I think there is a bug with the re-subscription page itself.

 

But a pity that although the above solved my problem, after doing that I lost all my discounts and offers! And no matter what I say to QB support, I was told that nothing can be done to get my offers back.

 

(╯°□°)╯︵ ┻━┻

Need to get in touch?

Contact us