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What to do if your customers can't pay their invoices online

SOLVEDby QuickBooks3032Updated 1 month ago

Learn how to help your customers if they can't pay for an invoice you sent them in QuickBooks.

If you sign up for QuickBooks Payments, you can send invoices from QuickBooks Online and QuickBooks Desktop so your customers can pay online.

When your customer gets the email, all they have to do is select the Review and pay or Pay invoice.  This opens the invoice and they can pay it directly from there. Your settings determine if customers can pay by credit card or with an ACH bank transfer.

If your customers run into issues when they try to pay, don't worry. Here are a few ways to fix them so you can finish the sale.

Note: If you have the new version of estimates and invoices, you can also use most of these tips to help your customers.

If your customers don't see "Pay now" in their email

Keep in mind, payment processing is an add-on through QuickBooks Payments. If you don't have QuickBooks Payments, you can still email invoices to your customers but they won't be able to pay directly from the invoice.

If you do have QuickBooks Payments, you need to turn it on so that your customers can pay directly from an invoice. Select your product to learn more:

Your customers see an error when they select Pay Now

Your customers should follow any instructions they see in the error message. If there aren't any steps, we recommend they:

  • Clear their web browser cache.
  • Right-click Review and pay in the invoice email and copy the URL. Open a web browser and paste the link into the address bar. If the link still doesn't open, try another web browser.
  • Make sure their web browser is up to date.

QuickBooks Payments works best with these web browsers:

Your customers don't know how to make partial payments

Customers can make partial payments on the payment page:

  1. Open the invoice email and select Review and pay.
  2. Select the pencil ✏️ to edit the Payment Amount.
  3. Enter the partial amount.
  4. Complete the rest of the fields and select Pay.

Tip: If you don't want customers to make partial payments, let them know ahead of time.

Their credit card gets declined

There are a few common reasons why cards are declined.

  • The info they entered may not match what the bank has on file.
  • The payment amount might be larger than the limit set by the card issuer or bank.

If a card is declined, we recommend your customer talk directly to their bank.

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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