I have the payment options turned off in QBO but it still allows some customers to pay through QB.

GIC · ‎December 03, 2024

I don't accept payments through QB because of the credit card fees (which I keep hoping that some day they'll fix). I've turned this off in 'Account and Settings, payment methods' but it is still allowing some customers the option to pay. I have read through previous comments and was just wondering if anyone has found a fix for this. Right now I have to look at each invoice before I email it to make sure the payment options are off. It takes forever - I feel like I should be paid for my time!!!

Sherrie_F · ‎December 03, 2024

I highly appreciate you highlighting this issue here in the Community forum, @GIC. No worries, I've got some valuable information to share with you about disabling the payment option for invoices.

In QuickBooks Online (QBO), once you turn off the Account and Settings, the payment options on the invoice page should also be disabled.

However, since you've mentioned that it can't be turned off, we can perform some basic troubleshooting steps.

To start, you can open your QBO account through an incognito window to rule out the possibility of a webpage issue. You can accomplish this by utilizing these keyboard shortcut keys:

Safari: Control + Option + P
Google Chrome: Press Ctrl + Shift + N
Firefox or Internet Explorer: Ctrl + Shift + P

If everything works smoothly and the invoice payments can't be processed anymore, return to your original browser and clear its cache so the system can start fresh. Also, using a different supported browser can help us dig deeper into the root cause of this unexpected behavior.

If the issue persists, I'd suggest contacting our QuickBooks support team. They have the tools and resources to check your account via screen-sharing sessions and pinpoint the root cause of the problem.

Additionally, here’s an article you can check out for more details about accepting electronic customer payments for online invoices: Take and process payments in QuickBooks Online with QuickBooks Payments.

For future reference, you can review some of our answers to the most commonly asked Payments questions: QuickBooks Payments FAQ's.

Understanding this process will help you keep your invoicing process accurate and healthy, setting you up for success and growth in the future. Feel free to post any questions or concerns about your invoices, @GIC. I'm here to support and assist you every step of the way.

View solution in original post

MAnneJ · ‎December 05, 2024

I appreciate your effort in performing all the necessary solutions to ensure that your customers' payments through QuickBooks Online (QBO) are turned off, @GIC. Let me route you to the appropriate support.

I'm aware that you've already been in contact with our Customer Support team, but they are best equipped with the tools required to investigate this matter further.

Here's how:

Sign in to your QBO account.
Select (?) Help.
Click the Assistant tab to get help from the QB Assistant, or choose the Search tab to enter your question and find Help articles.

You can also check out this article for specific times when our live support is available: Get help with QuickBooks products and services.

Please be aware that we are here to assist you further with managing your payments. Do not hesitate to include them in your response. Have a great day.

View solution in original post

GIC · ‎December 03, 2024

I attached the wrong picture. This one shows the payment options are turned off under invoice payments.

Sherrie_F · ‎December 03, 2024

I highly appreciate you highlighting this issue here in the Community forum, @GIC. No worries, I've got some valuable information to share with you about disabling the payment option for invoices.

In QuickBooks Online (QBO), once you turn off the Account and Settings, the payment options on the invoice page should also be disabled.

However, since you've mentioned that it can't be turned off, we can perform some basic troubleshooting steps.

To start, you can open your QBO account through an incognito window to rule out the possibility of a webpage issue. You can accomplish this by utilizing these keyboard shortcut keys:

Safari: Control + Option + P
Google Chrome: Press Ctrl + Shift + N
Firefox or Internet Explorer: Ctrl + Shift + P

If everything works smoothly and the invoice payments can't be processed anymore, return to your original browser and clear its cache so the system can start fresh. Also, using a different supported browser can help us dig deeper into the root cause of this unexpected behavior.

If the issue persists, I'd suggest contacting our QuickBooks support team. They have the tools and resources to check your account via screen-sharing sessions and pinpoint the root cause of the problem.

Additionally, here’s an article you can check out for more details about accepting electronic customer payments for online invoices: Take and process payments in QuickBooks Online with QuickBooks Payments.

For future reference, you can review some of our answers to the most commonly asked Payments questions: QuickBooks Payments FAQ's.

Understanding this process will help you keep your invoicing process accurate and healthy, setting you up for success and growth in the future. Feel free to post any questions or concerns about your invoices, @GIC. I'm here to support and assist you every step of the way.

GIC · ‎December 05, 2024

Thank you for your response. I've tried all of that and it continues to happen. It's another of my many frustrations with QBO.

MAnneJ · ‎December 05, 2024

I appreciate your effort in performing all the necessary solutions to ensure that your customers' payments through QuickBooks Online (QBO) are turned off, @GIC. Let me route you to the appropriate support.

I'm aware that you've already been in contact with our Customer Support team, but they are best equipped with the tools required to investigate this matter further.

Here's how:

Sign in to your QBO account.
Select (?) Help.
Click the Assistant tab to get help from the QB Assistant, or choose the Search tab to enter your question and find Help articles.

You can also check out this article for specific times when our live support is available: Get help with QuickBooks products and services.

Please be aware that we are here to assist you further with managing your payments. Do not hesitate to include them in your response. Have a great day.

sdillhoff · ‎December 08, 2024

I want to jump in on this, because what just happened to one of my clients might be what is causing your problem.

Under Account and Settings - Sales Tab - there is a new "feature" called "Your customer pays the fee"

It is not rolled out to all my clients and we weren't given notice. My client ended up having her invoice paid via QBO payments, which we haven't used in literally years. We then had to reverse it. Monday morning I now get to contact more clients, it was not rolled out to all of them.

To the poster - if you are continuing to have problems, check to see if that box shows in your system and de-select it. That single check box allowed a payment to come through QBO, NOT my client's payment method-for very good reason.

To intuit - this is one of the most inappropriate updates you have ever put on my clients. It is damaging to their professionalism and how they conduct business. If end users have your payment processor turned off, it is for a very good reason, and for you to default enable something like this is unbelievable.

bangiebindy · ‎January 05, 2025

Thank you for the heads up. I am actually looking forward to receiving this feature. I don’t see it in my instance of QBO yet. What subscription version are your clients using?

sdillhoff · ‎January 05, 2025

The majority of my clients are simple start, and it was not rolled out to all of them. The clients it was rolled out to (without notice) it was automatically enabled.

More detailed path to find it just in case:

Settings - your company - account and settings - sales - invoice payments

Accept CC

Accept ACH

Accept Paypal

**your customer pays the fee** - this is the new one that was randomly added and auto-enabled. If you do not use QB for your payment processor by design, it caused problems.

I am not sure if you can contact them and ask them to enable it. Good luck!

PhillyT

We just noticed this as well and turned that let customer pay fee option off. It really did make it look just like we were charging them a 25 dollar fee for an ACH payment very upset with QBO for turning this feature on by default. Thanks for the information on how to disable it!

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I have the payment options turned off in QBO but it still allows some customers to pay through QB.