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Fix payment errors for customers paying invoices online

by Intuit•43• Updated 3 days ago

To pay an invoice you received through QuickBooks, select Review and pay or Pay invoice in the email, which opens the invoice for direct payment via credit card or ACH bank transfer depending on the sender's settings.

If payment errors occur, they are typically resolved by updating web browsers, verifying card information, or splitting large payments into smaller amounts.

Disclaimer: QuickBooks Payments account subject to eligibility criteria, credit and application approval. Money movement services are provided by Intuit Payments Inc., licensed as a Money Transmitter by the New York State Department of Financial Services.

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What you’ll need

An active QuickBooks Payments account (subject to eligibility and credit approval).
The Online invoice option enabled in your QuickBooks settings.
An up-to-date web browser (Chrome, Firefox, Internet Explorer, or Safari).

Before your customers can pay invoices online directly, you’ll need QuickBooks Payments. You’ll also need to turn on online invoice payments in QuickBooks. To check this:

Turn on Online invoices in your settings

Go to Settings , then select Account and settings.
Select Sales.
In the Online delivery section, select Edit ✎.
In the Additional email options for invoices ▼ dropdown, make sure the Online invoice is selected.

An icon showing cash and a payment card If you'd like to make it easy for your customers to pay an invoice online, check out QuickBooks Payments rates and apply.

Check online invoice payment settings

If customers cannot see the option to pay, ensure your QuickBooks settings are correct:

Go to Settings ⚙ and select Account and settings.
Select the Sales tab.
Locate the Online delivery section and select Edit ✎.
In the Additional email options for invoices ▼ dropdown, ensure Online invoice is selected.

Resolve email link errors

If a customer receives an error after selecting Pay now, they should follow any specific instructions provided in the error message. If no instructions appear, they should:

Right-click Review and pay in the original invoice email and copy the URL.
Open an up-to-date web browser, paste the URL into the address bar, and press enter.

Note: If the link remains inaccessible, try opening it in a different supported web browser.

Troubleshoot credit card payments

If the payment link works but the transaction won't process:

Make sure their credit card or bank account info is correct and active. If their card or account isn't active, you’ll get an “Unknown Merchant Account” error.
Make sure the amount of the payment is valid and contains no errors. (The most common error is including a $ in the amount.) If their card or account isn't active, you’ll get an “Invalid Amount” error.
Make sure that their card can make the full payment. If the payment is too large, break it into partial payments instead.
If their card was declined, they or you may need to edit the recorded card info.

Troubleshoot ACH bank transfers

If an ACH bank transfer is rejected, the customer gets an email containing an "R##" code. This code helps to identify and resolve the issue.