The possible reason why your customer can't pay the invoice is a data issue in their system, eh18. I’ll discuss this further and provide browser troubleshooting steps to fix the issue.
Stored web caches can sometimes become corrupted, damaged, or outdated, leading to unusual displays or behavior. To sort this we can start by opening your customer's account in a private window as it ignores data from cashed files. Here are the keyboard shortcuts:
- Mozilla Firefox: CTRL + Shift + P
- Microsoft Edge: CTRL + Shift + N
- Google Chrome: CTRL + Shift + N
- Safari: Command + Shift + N
If they can successfully pay an invoice using an incognito, let them go back to their regular browser and clear their cache. They can also use other supported browsers as alternatives.
Additionally, advise your customer to contact their bank to further investigate why they can't pay their invoices, even though they have already verified their bank information. However, if there are no issues arising from this, you can contact our Customer Live Support for further assistance in investigating any potential issues.
Moreover, every time you enter a transaction into QuickBooks, it is necessary to categorize it. This applies to transactions that you download from an online bank account as well as those you enter manually.
Get back in the Community forum if you have further questions or need assistance managing your invoices. Simply click on the Reply button and I'm always ready to lend a hand.
