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Level 1

Can't receive a payment?

7 Comments 7
QuickBooks Team

Can't receive a payment?

Hi there, @veronica3.


I'll do everything I can to help you properly receive that payment as soon as possible. Do you mind giving me some more detail about what's preventing you from receiving it? Any information you can provide such as screenshots or error messages will help to ensure a timely solution. Until then, I'm including some links below on Receiving Payments that may help you get things rolling again:



Please don't hesitate to reach out to me here for all of your QuickBooks needs, I want to ensure your success. Thanks for bringing us your question, I'll keep an eye out for your response.

Level 2

Can't receive a payment?

Unable to load[removed]13991/datarequest/mas/prefs status: 0


Sorry, an unexpected error has occurred. Please try again.


That is from my downloaded version of QB Online. When I try to get to my QB Online, it gives me a 504 error or says QB is down.


I am recording past invoices from October 2019 to Present and Purchases.

Joshua R
QuickBooks Team

Can't receive a payment?

Good afternoon, @ gbratsblondie.


We are currently experiencing a disruption in the service which is the 504 Gateway Time-out error.
Our engineering team is working to resolve this disruption as quickly as possible.


If you are affected by this, please let us know so we can
notify you when it is resolved.


You can also follow this post for further updates.You can contact our Support Team and have them attach your account to INV-40164, which is the ticket that has been opened up for the issue.


Here's how to contact Support:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

Thank for for reaching out to the Community, if you have any other questions we are always here to help.



Level 1

Can't receive a payment?

a client was trying to make a payment last night and couldn't. We've had this issue before with Quickooks. Not acceptable. Please fix.

QuickBooks Team

Can't receive a payment?

Hi there, @SGra1.


I'd recommend letting your client perform the troubleshooting steps to check if this is caused by their browser. It's possible this could have something to do with temporary internet files. They can open a private window and try repeating the same process to see if it works.


Here's how to access incognito mode in some of the most commonly used web browsers:

  • Google Chrome: Ctrl Shift N
  • Internet Explorer: Ctrl Shift P
  • Mozilla Firefox: Ctrl Shift P
  • Safari: Command Option P


If they're able to access the Receive Payment window with no problems, it's safe to say the browser is causing the issue. You can fix it by clearing cached data and Intuit-specific cookies.


If they’re still experiencing this unexpected behavior, I would ask you to reach our Customer Care Team for further assistance. They can perform some troubleshooting solutions to get the function up and running again. 


Here’s how you can reach support:

  1. Click the Help menu at the top.
  2. On the pop-up, click Contact us.
  3. Enter a brief description of your concern on the What can we help you with? box.
  4. Hit Let’s talk.
  5. Scroll down and click either Start messaging or Get a callback.


See Let customers pay their invoices online as reference.


Please update me on how the call goes. If you have additional questions or any clarifications, let me know as well. I’m right here to help.

Level 1

Can't receive a payment?

My team and I are using QBO Advanced and I setup a user and role to be able to do AR and AP, but the RECEIVE PAYMENTS icon is grayed out. When I previewed the role I see it as green and able to receive the payments. I had the user logout and sign back in multiple times and tried to adjust the permissions.


The only way I'm able to allow her to receive payments at this time is if she is Admin. This is NOT acceptable.


Please help!


Can't receive a payment?

Let's resolve the error you're having to process payments, @Medexhco.


This can be caused by the piled-up cache in your regular browser. I recommend using a private browser or an incognito window when trying to process it. Then, you may clear the cache in the one that you're currently using if it works.


Here are the following keyboard shortcuts: 


  • Safari: Command + Shift + N
  • Mozilla Firefox: CTRL + Shift + P
  • Google Chrome: CTRL + Shift + N 
  • Microsoft Edge:  CTRL + Shift + P


If it works, here's how to clear cache and cookies to fix issues when using QuickBooks Online. Restart your browser right after. 


You can also try to process your payment using other supported browsers (Firefox, Google Chrome, Safari, Microsoft Edge) if the steps above didn’t work.


See this article for more information about receiving and recording invoice payments: Record invoice payments in QuickBooks Online.


If you'd like to accept electronic customer payments for online invoices and sales receipts, check this article for more information: Take and process payments in QuickBooks Online


Stay in touch if you need further help processing payments. I’m always glad to help in any way I can. Take care and have a great rest of the day!

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