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Level 1

Payment not received

We use Quickbooks Online, but one of our vendors uses Self-Employed. He invoiced us electronically a month ago and we paid him online, but neither of us received a confirmation email. The funds have never been withdrawn from our account, and he has not received payment. We have paid him in exactly the same way 15 times with no issues at all except for this one invoice. I've tried following the link in his invoice email thinking that I could just submit payment again, but that takes me to a page that says the invoice has been paid and nothing is due. How can I track down this payment and get our vendor paid?

1 Comment 1
QuickBooks Team

Payment not received

Thanks for reaching out to QuickBooks Community, @kfoster.


I'll share with you the details on how you and your vendor can track the status of your payment. It's possible that there's an issue with the browser that you're using. This can be the reason why your vendor is unable to receive the payment. 


To fix this, we can run some basic troubleshooting steps. First, open the invoice email using a private window. Then, right-click the Review and pay button in the invoice email and copy the URL. Open a web browser and paste the link into the address bar. 


Here are the following keyboards shortcut keys you can use to open this window:


  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).


If you can't still see the payment, try using another supported browser. This might be a temporary issue with QuickBooks and the current browser that you use.


If your vendor still couldn't receive the payment, I recommend telling him to delete the invoice and recreate it. This way, you're able to receive the invoice email again and pay it. 


I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can.

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