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dm311
Level 1

Chat help

When I try to create an invoice so the customer can pay online using Bank Transfer I get an error: "Page can't be displayed. Something is not right. Please close the window and try again later." There is also a red triangle with an ! in it and a button to close. It closes the window and saves the invoice, but I have no idea if the customer can pay it by bank transfer when I send it by email.

 

Below is the Chat window I had with someone named AZUL E. It was absolutely the worst chat I have had with any help desk. Azul obviously had too many chats going on and couldn't keep up and confused my chat more than once with someone else. Then just ended the chat even though I responded in a minute.

 

Now on a chat with my 3rd representative all the responses are the same as this. 

Get them off a freaking script.

The 4th Rep was able to solve my issue. I think. I will send the invoices and see if my clients can pay from them. AND I actually got a case number.

 

 

Azul at 5:24--One Moment

Azul at 5:31--Still there?

Me at 5:31 -- yes

Azul at 5:31-- ENDS CHAT. Tells me to try the steps which he never provided. Oh, and check out the CASE NUMBER

 

 at 16:41, Oct 13:

Please wait while we connect you.

You

 at 16:42, Oct 13:

My QB software is not allowing me to set up bank transfer payment capabilities.Read

Info

 at 16:44, Oct 13:

Azul E. joined the conversation.

Azul E.

 at 16:45, Oct 13:

Hi! Thank you for messaging Intuit QuickBooks ProPremier Desktop Support. This is Azul, Pleased to meet you online.

You

 at 16:46, Oct 13:

helloRead

Azul E.

 at 16:46, Oct 13:

Hi, How are you today?

You

 at 16:46, Oct 13:

busyRead

Azul E.

 at 16:47, Oct 13:

Ohh, this will be a real quick concern.

Azul E.

 at 16:48, Oct 13:

I can see here that you had problems with set up bank transfer payment. Is that correct?

You

 at 16:49, Oct 13:

yes. If I click on Customers Add Credit Card Processing. Nothing happens.Read

Azul E.

 at 16:50, Oct 13:

I see, Let me go ahead and pull up your account. May I have the license number?

You

 at 16:53, Oct 13:

xxxxxxxxxxxxxxxxxxxx

Azul E.

 at 16:54, Oct 13:

While checking on the account, would you mind answering the following questions for me please?
- How many employees do you have?
- How are you accessing the company file?
- How convenient for you to access QuickBooks from different location?

You

 at 16:54, Oct 13:

no employees, on my desktop, not veryRead

Azul E.

 at 16:56, Oct 13:

How convenient it is for you to be able to access your files anywhere through mobile devices
(cellphone, tablet)?

You

 at 16:57, Oct 13:

the file is on my desktop. I would have to close the app on my computer. Move it to a USB and possibly have to download the 2020 version of QB on my laptop and then access it from my laptopRead

Azul E.

 at 16:58, Oct 13:

I see. Thank you for answering. Can you please verify the business name?

You

 at 16:59, Oct 13:

XXXXXXXXXXXXXXXX

Azul E.

 at 17:00, Oct 13:

Can I ask also your name so I can address you properly?

You

 at 17:02, Oct 13:

When I try to create an invoice so the customer can pay online using Bank Transfer I get an error: Page can't be displayed. Something is not right. Please close the window and try again later. There is also a red triangle with an ! in it and a button to close. It closes the window and saves the invoice, but I have no idea if the customer can pay it by bank transfer.Read

Azul E.

 at 17:03, Oct 13:

I see, Let me check my resources here. Can I ask for your name?

You

 at 17:04, Oct 13:

debRead

Azul E.

 at 17:04, Oct 13:

Are you the owner deb?

You

 at 17:04, Oct 13:

yesRead

Azul E.

 at 17:05, Oct 13:

Perfect. I will be asking few questions deb to fugure it out the cause of this issue. Will that be fine?

You

 at 17:06, Oct 13:

I just want to get this fixed as fast as possibleRead

Azul E.

 at 17:06, Oct 13:

Rest assured that we will do our best to resolve your concern right away.

Azul E.

 at 17:07, Oct 13:

What was the last error you got when you try to create an invoice so customer can pay online using bank transfer?

You

 at 17:10, Oct 13:

Please see comment at 17:02 When I try to create an invoice so the customer can pay online using Bank Transfer I get an error: Page can't be displayed. Something is not right. Please close the window and try again later. There is also a red triangle with an ! in it and a button to close. It closes the window and saves the invoice, but I have no idea if the customer can pay it by bank transferRead

Azul E.

 at 17:11, Oct 13:

Alright, And was the last thing you did inside your QuickBooks?

Azul E.

 at 17:12, Oct 13:

What was the last thing you did inside QuickBooks?

You

 at 17:12, Oct 13:

I entered time sheets. Customer payments-----which would also give me the error with the Red triangle------, reconciled bank accounts and credit cards and then created invoicesRead

Azul E.

 at 17:13, Oct 13:

Is this your first time to encountered this error?

You

 at 17:13, Oct 13:

yesRead

Azul E.

 at 17:15, Oct 13:

Ok. Let me double check your account. one moment.

Azul E.

 at 17:16, Oct 13:

Do you have a merchant account?

You

 at 17:16, Oct 13:

no.Read

Azul E.

 at 17:17, Oct 13:

What is actually your goal?

You

 at 17:17, Oct 13:

like I said already---I go to Customers > Add Credit Card Processing and NOTHING HAPPENSRead

Azul E.

 at 17:18, Oct 13:

Your goal is to set up online bank transfer to a specific customer, is that correct?

You

 at 17:18, Oct 13:

I want my customers to be able to click on a link in their email and be able to pay it by Bank Transfer. If I have to repeat myself again. I will need to have a manager call me immediatelyRead

You

 at 17:19, Oct 13:

I want more than one customer to be able to pay that wayRead

Azul E.

 at 17:24, Oct 13:

One moment.

Azul E.

 at 17:30, Oct 13:

Still there?

You

 at 17:31, Oct 13:

yesRead

Azul E.

 at 17:31, Oct 13:

Since I haven’t heard back from you in a while, I’ll have to close this message to assist other customers. However, please try the steps I provided as they should resolve your issue. If you have any additional questions or concerns, please message us back so we can ensure your goals are reached. Your case number for today’s conversation is [CASE NUMBER]. Thank you again for contacting Intuit QuickBooks Enterprise Support! Have a great day!

Conversation closed by the agent  at 17:31, Oct 13:

 

 

 

 

1 Comment
JasroV
QuickBooks Team

Chat help

This isn’t the kind of service we want you to experience, @dm311.

 

Rest assured I’ll submit your feedback to our management team so they can look into this. Your thoughts and opinion are important for us to improve and ensure we give our customers the quality service you deserve.

 

On the other hand, let me share with you some of the articles that you can use for your future reference. These links can walk you through the steps on how to let your customer pay their invoice online and how to handle if they can’t:

Feel free to reach out to me whenever you have other questions about invoices in your QuickBooks Desktop (QBDT) software. I’d be more than happy to work with you. Take care!

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