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Fix payment errors for customers paying invoices online

by Intuit•24• Updated 3 days ago

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

When your customer gets the email, all they have to do is select 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.

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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Prerequisites

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:

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.

For customers,QuickBooks Payments works best with these web browsers:

Fix errors in the email link

If customers get an error when they select Pay now, they 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 an up-to-date web browser and paste the link into the address bar. If the link still doesn't open, try another web browser.

Fix other payment issues with a credit card

If your customer can access the payment link, but can’t get the payments through, they should:

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.

Guide your customer through resolving the issue you've identified

Fix other payment issues with an ACH bank transfer

If they paid with an ACH bank transfer and the transfer is rejected, they’ll get an email with an R## code. This code will help to resolve the issue