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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

 
42 Comments
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Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Thank you for letting me know about the error you are receiving, @kay1

 

I'm here to help make sure that your customers can make payment online.

 

Just to confirm, are they trying to pay the invoices that you sent to them? If so, I checked if there's an ongoing issue about this but there isn't currently one. To isolate this, try resending those invoices to customers and let them pay using the new ones.

 

Here's how:

 

1. Go to the Sales menu at the left panel, then Customers.
2. Click the name of the affected customer, then go to Transaction Lists tab.
3. Locate and open that specific invoice(s) and select Save and send at the bottom.

 

 

Once sent, have them check their email and make sure to choose Pay Now right from that invoice. Just in case, you can also check out this article for future reference: How to let my customer pay their invoice online.

 

That's it! Please let me know how it goes or if you're referring to something else in the comment section below. I'm only a few clicks away should you have any additional questions. Cheers!

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

the same issue is back again. Can you please help?

My client gets the message "temporarily unavailable" after clicking on the "view invoice" button in the email received. 

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Same here!  Looks like it may be a problem across the system since it just happened to me too.  When I click the link (even logged out of QB), it's fine, but my client is showing screenshots where it will not load for her.

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Level 2

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

I am guessing this is a problem with Intuit's servers. Our company is experiencing the same issue. When customers click the e-mailed invoice "view and pay now" link they are either getting the message "Temporarily unavailable" or the payment screen eventually loads and the "Invoice details not available" message shows where the invoice details should be. 

 

We have had this problem intermittently with e-mailed invoices. It is starting to get tiresome dealing with this issue and having it delay payments. 

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Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Good day, all.

I'd like to share some information and make sure you'll be guided to the right support.

 

We're receiving reports that other users are getting this error message as well. We would like to inform you that this has already been escalated to our engineering team and they're working closely to get this issue resolved.

 

While they do, I would advise you to reach out to our QuickBooks Online Support. This way our engineers can add your account information to the list of affected users and attach your case to the INV-36699. Any progress will be communicated via email.

 

To reach us, please follow these steps:

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

You may find the following articles helpful:

 

Please extend your patience while we're working for the permanent fix. Don't hesitate to drop me a line if you have other questions about viewing and paying invoices. Have a good one.

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

We were contacted Friday by a Client that said she got an error that she had to have Chrome to pay. So she downloaded and still wouldn't let her pay.  Why would that even be an issue??  

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QuickBooks Team

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Thanks for reaching out to us, @directtexas.


Good news! The issue with e-invoices has been resolved by our Merchant Team. I recommend having your customers access the Pay Now link to start paying the transactions.


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. Wishing you the best!
 

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

I am having the same problem and it has been more than a week. I send invoice for the customers to pay online via the link. The agent who was on chat with me asked me if I could call all my customers to find out what kind of card they are using. This is almost an impossible task - to call each of my customers and find out what card they were using. Then the agent wrote -

"to be honest with you we do have an on going investigation with regards of CC payment that is currently working on by our engineers. The reason I want to know what CC your customers are using so I can attach your case to the investigation once it is verified" 

 

They would not even give me a time frame to get this resolved. Is there any other way I can accept payments? I can't have this issue unresolved for so many days. 

 

Thanks for your help

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Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Hello Edusmart,

 

Let me start by saying how much I appreciate you for posting here in the Community. I want to lend a hand with the ability of your customers to pay online in QuickBooks.

 

Can you share with me what your customers see when paying the invoice online? Are all of them affected by the issue? Any additional information you can add will help ensure a timely solution.

 

We've received reports from other affected users about their customers not being able to pay online and are receiving error Temporarily Unavailable. However, please know that the investigation in the system has been tag as closed and resolve.

 

For now, I recommend resubmitting the invoice again and check if there are now able to see the Pay Now option. Here are the steps:

 

  1. On the left panel, select Sales.
  2. Go to the Invoices tab.
  3. Put a check mark on the invoices you want to send.
  4. Click the Batch actions drop-down.
  5. Select Send invoices.

Please let me know how the invoice issue goes. I'll be on a lookout on your response on this thread.

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Customer cannot pay online. He recieves the invoice but when he tries to make a payment the invoice dissappears. I re-sent the invoice to him twice and it happened again. This is what he sent back to me,
Thom,
Exactly the same thing occurs – the screen to enter payment details comes up for a moment, then it just disappears.

 

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QuickBooks Team

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Thank you for joining this thread, thomegunn.

 

The investigation about customers getting the temporary unavailable when clicking the pay link as been resolved.

 

However, since your customer is receiving this message again, I recommend contacting our Phone Support Team. This way, they check this further to resolve this unexpected behavior. 

 

You can follow the steps provided by my colleague in this thread to contact them. Or go to this link for additional information: QuickBooks Online Technical Team. They're open M-F, 5 AM - 7 PM.

 

I appreciate your patience and understanding while we look into this.

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

The pay now link in our QBE has an error.  the URL/LINK starts with the ">" which is incorrect, it should start with "<".  Also the link is missing the closing ">".  Once we make this modification manually in the email, the link works fine.  How do we fix this?

 

Thank you,

Tony

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QuickBooks Team

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Let me help you fix this error you've encountered, @tgarcia

 

Are you referring to QuickBooks Online Essentials? If so, let's try to check if this is caused by your browser. There are times that the browser you're using has information stored that's stopping or causing the error with the payment link. 

 

I recommend using a private browser or an incognito window when trying to create an invoice. Then, you may clear the cache in the one that you're currently using if it works.

 

Here’s how:

  • For Chrome, press Ctrl+Shift+N.
  • For Internet Explorer or Firefox, press Ctrl+Shift+P.
  • For Safari, hold down Command+Shift+N.

If it works, here's how to delete or disable cache and temporary internet files in your web browser

 

Once you're done clearing your browser's cache, restart your browser for the changes to take effect.

 

Let me know if you have follow-up question about your invoice number or if you have any other concerns, by leaving a comment below. I'm always here to assist. Have a wonderful week. 

Level 3

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Out of 45 invoices sent out this week, THREE have emailed me asking me to send again because, AGAIN, they cannot pay via the Pay Now link in the email.  This has been going on FOR WEEKS, and the best anyone can come up with in this forum is to report it back to Intuit??  WE ALL HAVE BEEN REPORTING BACK TO INTUIT.  It's very embarrassing as a ProAdvisor to have my clients come back to me with these issues, and I'm touting their product to those very customers??

 

Novel idea, how about Intuit once and for all fix the dang problem?  Investigate, escalate, run it up the flagpole, do whatever needs to be done so we don't have to waste our time resending invoices and reporting back to Intuit, AGAIN.

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

This is also happening to me too, as of this morning i have had a customer try and pay while we were on a zoom meeting.  I watched her try to pay through Chrome, no luck.  We then tried through Microsoft Edge - still not luck, i then emailed the invoice to myself and tried to pay it myself, again no luck. This is so tiresome.

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Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Hi, Rogerdspe.

 

There are times that the browser keeps either too many or outdated Internet files that may cause websites, like QuickBooks Online, to act weirdly. To isolate this, let's try logging into your QuickBooks account using a private browser.

 

You may use the following shortcut keys:

 

  • Google Chrome: press Ctrl + Shift + N.
  • Mozilla Firefox: press Ctrl + Shift + P.
  • Internet Explorer: press Ctrl + Shift + P.
  • Safari: press Command + Shift + N.

 If you are still experiencing this unexpected behavior, I would ask you to reach out to our QuickBooks Online Support for further investigation.

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

You might find the following articles helpful:

 

I'll be around to help if you have any other QuickBooks questions. Have a good one.

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Level 1

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

This has been going on for weeks. We are getting 3-4 calls a week from people unable to pay their invoices online. Had another one today.

Highlighted
Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

Thanks for joining this conversation, MrWindows.

 

I checked if there's an ongoing issue about this, but there isn't currently one. If you already performed all the troubleshooting steps shared by my colleagues above and the issue persists, I highly suggest contacting our Merchant Support team. They're able to pull up and check your account using their screen-sharing (remote access) tool and further investigate.

 

To reach them, please refer to this article and proceed to QuickBooks Online Payments & Merchant Service Center section to get their most updated contact information: Contact Payments Support.

 

Just in case, I'll be adding this article for future reference: How to let customers pay their invoices online.

 

Please know that I'm only a post away if you have any other issues or concerns. I'll be more than happy to assist. Have a good one!

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Level 6

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

as temporary solution, consider release any new invoice using a free 3rd party service which  supports QBO.

https://veem.grsm.io/veems

 

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Level 3

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

just an example, SECOND COMPLAINT from client  for this week:  "Invoice 24692 I couldn’t open it and pay it. You resent and it wouldn’t let me pay it. I tried to pay the one sent Sunday #24831 this morning and it will not process it when I hit the button."

 

The first complaint, and please, allow me to elaborate, the first complaint this week, not the first complaint about this stupid debacle as a whole, stated it's not worth it to him, that "mailing", meaning snail mail will work for him rather than trying the multiple suggestions I pass along to him that have been passed along to me.  What A HASSLE.   Great...I could be paid in 20 seconds, now I have to wait on a mailed check, which takes weeks from start to finish.

 

One client, yeah, probably nothing.  Two clients...hmmmm...coincidence.  More than two,  FOR WEEKS ON END is not a coincidence, but an embarrassment for me, the Quickbooks ProAdvisor, touting Quickbooks to new clients, KNOWING THEY WILL GO THROUGH THE SAME ISSUES AS I.  My current clients are beginning to question me!  Why did I promote a product to them THAT DOESN'T WORK?!?!?!?!??!

 

And best yet....INTUIT DOESN'T SEEM TO CARE!  I'm sick and tired of receiving advice in this and other blogs from moderators and others (my favorite, try another service outside QB....really??)  about try another browser, try an incognito window, try rebooting, have they tried from another computer, etc., etc.  Clients will become weary of not being able to pay my invoices and my inquiring about past due bills...THEY CAN'T PAY IF INTUIT DOESN'T ALLOW THEM TO DO SO.

 

What exactly is it that will push Intuit over the edge AND FIX THE PROBLEM???  

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Level 2

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

I echo the sentiments posted. I'm hugely embarrassed.  

 

My client (the 'payer') was able to pay two (2) prior invoices this way no problem (using the QB generated pay-ACH button on my emailed invoice).

 

However, on Thursday (Nov 7, 2019 10:30ish AM Eastern)  my client reported the feature suddenly didn't work (and still didn't work yesterday Nov 11th when they tried again). The client's browser just freezes when she clicks the 'pay button'. 

 

QB urgently needs to be in touch with the 'payers' experiencing problems using its tool.  Not us QB Online 'invoice senders' who have been stuck reporting payer complaints.

 

QB should:

1) send an apology to all affected (don't you know who that is?  why do we have to follow a procedure to tell you through a chat window?), and include a refund, credit or something for the embarrassment caused and QB's inability to perform the service 
2) explain what happened, whether it's known what the cause is, and what they're doing to prevent this from happening again
3) ask the affected payers to disregard former broken invoices QB sent
4) QB should resend repaired invoices automatically
5) make it clear on these invoices how __payers__ can get in touch DIRECTLY with support in case they have any problem using the QB pay-invoice tool
6) update all affected on the status of QB progress

 

Thank you.
Jeremy

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Level 2

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

QB - I haven't received a useful response yet.  

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Moderator

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

I wouldn't like you to feel that way, Jeremy.

 

For the update, our product engineers are still working on a fix. They are gathering information on why this issue happens. I'd highly recommend giving us a call so that you'll be added as one of the affected users. 

 

Here's how to contact us:

  1. Click the Help icon.
  2. Click the Contact us button.
  3. Enter a short description of your concern something like "can't process payment ".
  4. Click the Let's Talk button.
  5. Select the Get a callback button.

 

I'm just around if you have other questions. Take care.

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Level 3

Customer cannot make payment online through QB. Getting an error message, saying to contact us.

SarahannC,

 

With all due respect, don't you think we've all tried to go through the normal channels, to no avail??  It's not as if the ProAdvisor support can screen share into our computers and fix what our clients are going through, not being able to pay us.   It's almost comical...we contact support to relay our issues, we're told to tell our clients to choose a different browser, try another computer, try an incognito window, to reboot, to call their own IT support?  Again, my favorite suggestion was to send bills through an outside third party that integrates with QB?  We go from respectfully requesting help, to respectfully calling again and again explaining that the advice given to us hasn't helped in the least, to becoming down right agitated that we cannot fix our clients' problems (not to even mention NOT BEING ABLE TO GET PAID), to feeling as if we have to BEG Intuit to take us seriously.  I've already spent too much non-billable time on this blog...gotta compose response emails to clients who have emailed me today about how I expect to be paid when the invoices I send to them don't allow payment to be processed.  Good times.

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