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Get your Payroll questions answered by a QuickBooks Product Manager here - intuit.me/31Nl3My
info619
Level 1

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

 
9 REPLIES 9
John C
QuickBooks Team

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

Hi info619

 

Are you referring to the Paypal link on your customers invoices?

info619
Level 1

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

I'm referring to the sharable link that quickbooks provides and also the link that is sent in the email for the customer to pay. Now I have customers calling saying that they paid already but money are nowhere to be found. What now?????? I can't go their events if they haven't paid but they say that they've aid already....... 

EmmaM
QuickBooks Team

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

Hello Info619

 

Regarding the original issue you mentioned about the link not working.Our engineers have raised an investigation into the error you are unable to connect when selecting pay now on the invoice we can add your company to the ongoing escalation on this but as your Community user does not have an email linked we would need you send us a private message with y our business name so we can find your QuickBooks account.

If your client is saying they have paid the money but it is not found. Could you provide a screenshot of the invoice which your customer is advising has been paid (you can blur out the customer details) as we would need to speak to our engineering team on this.

 

Emma

Fiat Lux - ASIA
Level 15

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

@info619 ,

As temporary solution or additional option, consider using a 3rd party payment service with a built-in invoicing feature. It supports QBO

https://veem.grsm.io/veems

 

toietmoiphoto
Level 1

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

It happened to two of my corporate clients. Both were using company's desktops to process the payment.

 

The first time it happened, I got a client on the phone and entered his information manually using the same email link that was originally sent and it worked.

 

I've asked the second one to try a different device to process the payment. He was able to pay through his phone using the same link with no issues.

 

aowc1026
Level 1

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

I am having the same issue - customers are calling asking where the link is, in the past it was on the email.  Customers are upset and I have no idea how to fix this and can not find help.

AlexV
QuickBooks Team

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

Allow me to join this thread and share some details about QuickBooks Payments, aowc1026.

 

There are possible reasons why the link or the payment button isn't showing on the email. One reason is that we forget to select which methods from the Payment options you want to use when creating the invoice. You'll want to check and see if this is what causes this behavior.

 

Another reason is because of the multi-currency limitation. Please note that they won't be able to pay the invoice online if you're not using the home currency. For example:

  • A QBO UK company emails an invoice to a customer that is set to pay USD. The invoice email will have a Print or Save but will not have the Pay now button.

Also, make sure that the delivery method must be set to Online invoice option. Go to the Gear icon > Account and settings > Sales > Online Delivery. From there, confirm if an Online invoice is set.

 

Additionally, make sure that the invoice is unpaid. They can't process a payment since it has a zero balance.

 

After checking, you'll want to resend the invoice to your clients. If the same thing happens, please reach out to our QuickBooks Payments Team so they can investigate this issue. Simply go to Help and select Contact Us.

 

I've also added this link for more details about processing a credit card payment in QuickBooks Online.

 

Please post again here if you need more help. Wishing you all the best!

fredtomsmith
Level 1

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

I just signed up to accept card payment on customer invoices and all is approved and up and running fine, however, I am not getting the card payment option to show on emailed invoices as of yet, and the QBO technical support can't figure out why it's not functioning.

 

My point of sale is in Peru where I am currently and my qbo is configured to automatically calculate Peruvian currency to the US Dollar.

I am assuming that this may be a factor yet no one can say for sure.

 

JonpriL
Moderator

Payment links don't work for a few days now. Shareable link does not work and the email link does not work. I have 10 angry customers trying to pay for a few days....

Hello @fredtomsmith,

 

As of the moment, there isn't an integrated way to turn on online payments with customers, not in the US. This is the reason why you're unable to turn on the card payment option when sending them the invoice.

 

On that same page, you can always accept card payments online as long you and your customers address is in the US.

 

In the same manner. I've also included this reference for a compilation of articles you can use while working with us: Sales and CUstomers for QuickBooks Online.

 

If there's anything else that I can help you with, please let me know in the comments below. I'll be here to lend a hand.