Thank you for reaching out to the QuickBooks Community, tableofsweetsmia. Could you find out what the error message is saying? If it is possible, could you try telling your customer to use a different payment method? To ensure that there isn't any browser-related issue, I would advise you to say to the customer to clear their cache. After a while, the browser's cache stored up in the system can cause issues. First, let them use a private (incognito) browser to block any history or stored cookies that could be interfering. Here are the keyboard shortcuts:
- Command + Shift + N (Safari)
- Ctrl+ Shift + N (Google Chrome)
- Ctrl + Shift + P (Mozilla Firefox)
Once they have done that and it works, use this article to find and delete their browser's cache and temporary internet files. This way, it wouldn't be a problem for future use.
If the problem persists, I encourage you to contact our Support team. Again, depending on the error message, there could be an open investigation, and you will need to be added to the list of affected users. They'll pull up your account in a secure environment and investigate what's causing the error message. Here's how to reach them in QuickBooks Online (QBO):
- Click Help on the top menu.
- Hit Contact Us.
- Enter your question in the What can we help you with? field.
- Select Let's talk.
- Choose Chat, Get a callback, or Call us to connect with us.
Our hours of operation have been adjusted due to the changing environment. I suggest reviewing this article for more details.
Please don't hesitate to respond. I will be looking out for your reply. If you have additional questions, you can add it in the comments as well. Take care!
