The message appears if there's an issue with the invoice link or your client's browser, Roben. To address this, let's do some troubleshooting steps.
First, let's do a self-test by sending an invoice to yourself or your email. This will isolate the problem and determine whether the issue lies with the invoice setup in QuickBooks Online or is specific to the client's situation.
If everything's fine on your end, your client's web browser may be outdated or incompatible with the QuickBooks Online (QBO) payment link. Clearing their browser's cache can resolve temporary glitches that interfere with the link. To simplify the process, have your client open the invoice in a private browsing window using these keyboard shortcuts, depending on their browser:
- Safari: Command + Shift + N
- Mozilla Firefox: CTRL + Shift + P
- Google Chrome: CTRL + Shift + N
- Microsoft Edge: CTRL + Shift + N
If the payment link works fine in the incognito mode, advise your client to clear the cache in their regular browser. If the issue persists, it's possible their browser has compatibility issues. For optimal results, we recommend using Google Chrome or Mozilla Firefox. To know the requirements on the specs and other supported browsers, check out this article: System Requirements for QuickBooks Online.
After following all the recommendations and the issue remains, it's best to contact our Phone or Chat Support team for further assistance. They can offer a more detailed examination and help achieve a resolution quickly.
Meanwhile, your client can proceed to pay the invoice by manually doing it using a convenient payment method. Once paid, you can record the payment in QuickBooks Online.
I'm all ears if you have more questions regarding your customer invoices or any other QuickBooks concerns. Please click the Reply button below, and I'll provide the necessary help.
