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Level 2

Customer unable to pay with card when sent an invoice

Have connected to paypal to be able to accept card payments when we send customers invoices but they just get an error message when trying to pay and the transaction doesn't go through.  Its not a banking issue, it seems to be some issue with QuickBooks paypal connection.

Error on the payment page shown in attachment

Is there any resolution to this issue?

Solved
Best answer October 28, 2020

Accepted Solutions
Level 2

Customer unable to pay with card when sent an invoice

Hi, turns out the issue was with paypal account itself !! all resolved now and the test payment has gone through ok yeyy Smiley Happy

View solution in original post

9 REPLIES 9
QuickBooks Team

Customer unable to pay with card when sent an invoice

Hello Jennybr,  Thanks for the screenshot, we can look into this for you. Cam, we confirm has this happened to more than one customer? If we could ask you to go to apps on the left-hand side of the browser version of QB and then my apps and disconnect the Paypal app. Once done if you could add the app again and then try sending yourself a test invoice to pay via Paypal for a dummy amount like 1p do you get the same error?

Level 2

Customer unable to pay with card when sent an invoice

Hi, turns out the issue was with paypal account itself !! all resolved now and the test payment has gone through ok yeyy Smiley Happy

View solution in original post

QuickBooks Team

Customer unable to pay with card when sent an invoice

Hi jennybr, Great stuff, thanks for letting us know. Any more questions in the future feel free to ask them in the Community 😊

Level 1

Customer unable to pay with card when sent an invoice

Hi Jennybr, what was the problem with the paypal account that you needed to change?

It seems we are having the same problem and the quickbooks online team keep telling me its because paypal isnt a payment gateway for them anymore but that is for the US not here.

Many thanks

LucasM

QuickBooks Team

Customer unable to pay with card when sent an invoice

Hello LucasM, 

 

 

Thanks for posting on this thread, can we confirm is this happening to more than one of your customers? 

 

Have you done the steps that Emma has said about going to apps on the left-hand side of QuickBooks on the browser version and then my apps and disconnected the Paypal app. once done if you could then add the app again and then try sending yourself a test invoice to pay via Paypal for a dummy account like for 1p, do you get the same error or not? 

Level 1

Customer unable to pay with card when sent an invoice

Hi Ashleigh, it is one of our clients who sends multiple invoices daily, it seems roughly 50% of the customers are managing to pay, but we cannot accurately see who is paying by direct transfer and who is trying to pay through the invoice. Jenny's problem seems to sound like the best fitted option as we tried a dummy invoice form our quickbooks and we could get it paid fine. So like Jenny I think our client needs to change a setting on their paypal account but I need to know which setting they need to change.

Hope that helps any? Many thanks for your response.

QuickBooks Team

Customer unable to pay with card when sent an invoice

Thanks for that information Lucas, glad to hear the test worked for you. Can we confirm it is a UK PayPal account? 

Level 1

Customer unable to pay with card when sent an invoice

Hi Ashleigh, Yes both ours and our clients accounts are PayPal UK.

Level 2

Customer unable to pay with card when sent an invoice

Hi LucasM,

 

So we had a couple of issues, one was that any customer trying to use Amex it just wouldnt go through , but thankfully that is very rarely used.  The  main issue was that in the paypal business account itself, they just hadn't verified the email address used to link to QuickBooks, and they had also missed off completing something in the PayPal information screen, but there was no message to say this, we only discovered it when we spoke to PayPal.  Once these two things were sorted then 10 minutes later all payments went through fine 

 

good luck

Jen