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Level 2

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

Yeah.  Do you work for QB?  Sadly, you have not been equipped with the information/resources you need to make customers happy.  It's not your fault.  Your management chain has created conditions on par with a DMV experience -- that's exactly what you guys look and feel like right now.  

 

QB Management: what can you do?  are you listening?  What is your mission here on Earth?  Turn QB support into the DMV?   No?  Then proactively support impacted accounts, automatically -- not condescend with 'go fill out a form over there' nonsense. 

 

And think about dignifying your support folks with something material they can offer.  The fastest thing you can do is issue those credits.  Find all the impacted accounts yourselves.  Get an email from your desk to us.  It doesn't make a dent in the real costs to us of this outage but is at least symbolic that you care and are trying to do what you can.  

 

QuickBooks Team

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

Thanks for sharing your thoughts with us, jeremy22.

 

This isn't the kind of experience we want you to have. I can only imagine how this issue made you feel. Your sentiments are being heard and taken into action.

 

I appreciate your suggestion on how we can improve our support. We are committed in delivering customer satisfaction by making sure we provide the best quality of service.

 

For now, I recommend you get in touch with our QuickBooks Support Team for further investigation about getting the Temporary Unavailable error when clicking the pay link. They'll be able to take a closer look about this through screen sharing.

 

For instructions on how to reach us, you can follow the steps provided by my colleagues above. Otherwise, go to this link for additional information:Support hours and types

 

I've attached a screenshot for your visual guide:

It's my priority to make sure everything gets working for you. I've got your back for any questions. Have a good one.

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Level 2

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

Charies_M,

 

With all due respect, really???  Your best advice is to pass the buck and tell us different ways to contact support, like we haven't already done so???  AND...when we do contact them, it does so much good??  Have you even read all the other comments?  What good will it do for your support team to log into our, the ProAdvisor computer, via screen share to solve the problem of our clients' not being able to pay ??  Is it of Intuit's opinion that we need to contact our clients to have THEM contact support, waste their time, effort, and energies to wait on hold for 45 minutes (if lucky) just to pay us?  How dang embarrassing...novel thought:  why not just fix the problem???  Why is the seemingly only solution in this forum to just contact a different number for support?  I would state that it seems like contacting support only "applies a band-aid" on the issue, but let's be realistic:  it doesn't even do that sadly.  I know that I would appreciate if a real solution can't be offered, please don't waste everyone else's time by posting "pass the buck" posts about contacting support.  Trust me, we've all "been there, done that" to NO avail.

Level 1

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

Getting the same error and its scary since these issues have been going on for almost a year now. What has their team even been doing for this long? 1 out of every three invoices work. You should probably start putting that in your advertising. "get one out of every 3 clients to pay using quickbooks!"

QuickBooks Team

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

Hello, @OnePunchPanda

 

We recently had an issue with the Pay Now button missing from your customer's invoice. However, this was already resolved. If some of your customers are still having this error, I suggest reaching out to our Customer Support 

 

They have the tools to further check why you're having this error. You can follow the steps provided by colleagues on how to contact the QuickBooks Online Customer Support team

 

But if you mean something else, let me know by leaving a post below. I'm always here to assist. 

Level 1

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

It has been happening for a few months, as recent as last Friday 1/3/20. They can click the link, enter their card details and then it just sticks on the loading page. Processing cards from our pos (cell phone) doesn't have any issues. I will try calling support.

Level 1

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

Was having the same issue. What worked for me was unchecking both "Credit Cards" and "Bank Transfer". When only one is selected the "Pay Now" stuff shows up but with both checked for some reason it doesn't put it in.

QuickBooks Team

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

Good work in discovering that workaround, electronicbonicsonicdronic.

 

I'm glad that you can now process your payment. For now, you can uncheck both Credit Cards and Bank Transfer, then select only one so that you can get back to work. However, I would still encourage you to get in touch with our technical supports. This way, they can pull up your account and run a series of test in your account to fix this issue.

 

Here's how:

  1. In your company, go the Help icon then choose Contact Us.
  2. Type "Pay Now not showing" under the What can we help you with section, then hit the Let’s talk button.
  3. Scroll down to select the Get a callback option, then enter your contact information.

You can check our support hours and contact us at a time convenient to you.

 

 

If you have any other concerns or questions about processing payments, please let me know by tagging my name in your comment. It's always my pleasure to help.

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