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tara50
Level 1

I have a customers credit card set up on auto-pay, it declines trying to run it myself or on recur. Reached out to customer twice to verify info, they insist everything is correct and they use it without issue other places. Any ideas what to do?

 
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CarlSJ
QuickBooks Team

I have a customers credit card set up on auto-pay, it declines trying to run it myself or on recur. Reached out to customer twice to verify info, they insist everything is correct and they use it without issue other places. Any ideas what to do?

Hello there, tara. Allow me to share some information on why automatic payments for recurring invoices in QuickBooks Online (QBO) were declined.

 

Since you've mentioned that you already verified the info for credit card auto-pay with your customer, the decline might be due to a security hold or restriction on the card's user. In this case, your customer should contact their bank to check any possible issues with their card.

 

Also, let's ensure your customer has set up Autopay. To do this, they'll need to create an Intuit account if they don't have one already. Once they have an account, they can follow these steps to set up Autopay:

 

  1. Open the invoice and select the Set up autopay option. 
  2. Sign in using their Intuit user ID (the same one used for TurboTax and Mint). 
  3. Make sure that the Autopay checkbox is selected, and that the frequency and start date are accurate. 
  4. Click the Autopay button to pay the current invoice.

 

After the payment is processed, your customer will receive a confirmation email that Autopay is now set up.

 

Moreover, you can refer to this article to guide you on how to set up automatic payments for recurring invoices: Set up Autopay for recurring invoices in QuickBooks Online.

 

Furthermore, you can check out this article to learn how to personalize and add specific info to your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

 

You can drop a comment below if you have any follow-up questions regarding Autopay for your invoices. I'm always here to lend a hand. Stay safe.

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