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Level 1

Continuously receive error message when user tries to make payment

We recently signed up for QB Payments for QB Desktop.  Approximately 50% of the time, the customer receives an error, "Error - you can try again or come back later and try connecting then."  ARE YOU KIDDING ME!?  I sent a $12,000 invoice to a customer and he received this.  He ultimately gave me his card number and I kept retrying until it worked.  This is UNACCEPTABLE.  I will give Intuit until the end of the month to get their act in gear before switching back to the firm we have used for about ten years and never had any issues.  Pathetic. 

6 Comments
QuickBooks Team

Re: Continuously receive error message when user tries to make payment

Hi @AndyHIXDenver,

 

We've had reports coming from customers about this specific issue you have.

 

At the moment we have an ongoing investigation about this reported issue. Our engineers are working to identify the root cause and fix this as soon as possible.

 

With that said, I suggest you contact our Merchant Services support team so you can be added to the list of our affected users. That way you'll receive a notification email as soon as there's an update on this.

 

Leave me a comment below if you have any other questions in mind. I'll get back to you as soon as I can.

Level 1

Re: Continuously receive error message when user tries to make payment

I have had 2 clients who received the error message also (continuous circle). One was using an iPad and the other payment was from a mobile phone.

Level 1

Re: Continuously receive error message when user tries to make payment

Our clients can not pay invoices either.  We've had to send PayPal Invoices while Merchant Services investigates.  For the fees we pay to use Intuit Merchant Services (which are horrible unless you're a maga business) this kind of thing is is what a bargain basement processor would pull, not INTUIT.  Shame.1QB ERROR.png

QuickBooks Team

Re: Continuously receive error message when user tries to make payment

Thanks for bringing this to our atttention, JDANR and  SisterJudith.

 

I know having this error can be frustrating but I'm here to make sure everything is taken care of.

 

Let's ensure your Go Payment app is up to date. This is to keep your transactions between QuickBooks Online and GoPayment syncing.

 

For the complete instructions on how to update your GoPayment app, you can check out this link: QuickBooks GoPaymentQuickBooks GoPaymentQuickBooks GoPayment.

 

I also suggest contacting our Merchant Services Team so they can check the account and further investigate why you're getting the error. Their contact information can be found in this link: QuickBooks Merchant Services.

 

In case you may need this article about manually syncing GoPayment into QuickBooks Online in the future, feel free to check this out: Record GoPayment transactions.

 

Don't hesitate to let me know as to how things go with your bank rules. I'm still here whenever you need help.

Level 1

Re: Continuously receive error message when user tries to make payment

Forgive me, I honestly don't understand what this has to do with the price of tea in China.

 

Invoice is sent to client via email.  Client opens email and clicks on pay now link.  That bombs.

 

What does my batch sync have to do with someone else trying to submit payment through the main merchant services portal?  I'm not having any issues on the back end.

QuickBooks Team

Re: Continuously receive error message when user tries to make payment

Hi there, @SisterJudith.

 

I understand how it feels not having your customer paid the invoice you emailed to them. As my colleague suggested above, I also recommend contacting our Merchant Service support team.

 

This way, they can further explain why your customer receives an error when paying the invoice you emailed to them.

 

In the meantime, you can suggest your customer to use another supported browser when paying the invoice through the Pay Now link.

 

Also, I'm adding these helpful articles that can help guide you in your future tasks:

Don't hesitate to reach out to us if you have other concerns. We're always here to help.

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