QuickBooks Online Customer ACH Payments Declined

Are you running a B2B or B2C company? Consider having a 3rd party payment processor/merchant service as the backup option.

I do not know what your reply means?

You are using QB Payment to accept ACH payments from your customers, correct? You should consider to have a 3rd party payment processor as a backup option. 

I understand how tough it is when your customers' payments are declined, pbb2. I'm here to ensure this gets investigated.

Before proceeding, may I know the exact error your customers encountered? This way, we'll be able to check if there's an ongoing issue related to this.

 For now, I'd suggest contacting our QuickBooks Support Team. They're equipped with tools to determine the cause and fix this. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

Here's how to contact our support:

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter your concern in the Type something field, then click the send icon.
4. Click I still need a human.
5. Select Get help from a human.
6. You can either select the Chat with us or Have us call you option.

To ensure that you'll be assisted on time, please see our support hours.

Additionally, I've included an article that'll help you learn more about managing customers' payments. This ensures you're able to receive and track funds accurately: QuickBooks Payments FAQ.

Be sure to keep in touch by leaving a comment below, pbb2. We want to ensure this matter gets resolved. Keep safe always!

You can keep using QB Payments as the primary processor. When your client encounters an error paying your invoice, you may consider releasing another invoice for the same customer with another payment processor. Are you running a B2B or B2C company? We will recommend different options to explore.

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@pbb2 wrote:
Many excuses used by support. PLEASE HELP!! I am so frustrated and worn out :o(

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@pbb2 

Are you running a B2B or B2C company?

We may recommend this one to explore

I understand what  you feel, @pbb2. This isn't the sort of thing we want our customers to go through.

Know that  an admin will send you a private message for further assistance about your ongoing issue with rejected payments.

Get back here any time you still have any additional concerns. I'll be right around the corner.

A supplier of ours sends QB invoices and for years, we've paid with our business checking account.  The last month or so, no dice.  We get all manner of error messages from payment declined to try again later.  It's the same account we've used for years but now we can't use it.  Supplier mentioned he has other customers who are unable to pay his invoices either, starting with the recent software update.

When will this be resolved?

Thanks for bringing this matter to our attention and for the detailed information about your supplier payments in QuickBooks Online (QBO), @4Crawler. Let me guide you on the actions you need to help take care of this issue.

For the time being, there aren't any reported cases of declined vendor payments in QBO. Based on your description, it seems that the error is caused by the browser's collection of data over time from frequent page visits. To isolate this matter, you can perform some troubleshooting steps.

You can start by pulling up your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

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

Once signed in, go to the + New button and pay your supplier invoices (bills). For the detailed steps, you can refer to this article: Pay bills in Online Bill Pay.

If you're able to do so, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performance issues. However, if this matter continues, I'd recommend using other supported browsers.

In case the error persists, I would encourage you to reach out to our Customer Care team. The Community is a public forum, and we'll need to collect some personal information to pull up your account. They have the tools to investigate why your supplier payment got declined and guide you with a fix. To do this, here's how:

1. Sign in to your QBO company.
2. Go to the Help (?) menu.
3. Select the Search tab.
4. Click the Contact Us button.
5. Enter a brief description of your concern in the What can we help you with? field.
6. Select Continue.
7. Choose a way to connect with us (Send a message or Get a callback). 

Also, to further guide you in managing your suppliers, paying expenses and bills, and inventories in QBO, I'd recommend checking out one of our Help pages: Expenses and Vendors Help Articles. It also includes topics about vendor credits and purchase orders, to name a few.

Please let me know in the comments if you have other concerns about paying supplier invoices and managing expenses in QBO. I'll gladly help. Take care always, @4Crawler.

Tried Firefox private window and Chrome regular and incognito window (never used Chrome w/ Intuit before) and in all I get the same error:

Payment declined

Your payment method was declined. Please use another method or try again.

This is with the same business checking account we've used for years, plenty of funds in the account.

I appreciate your responses, @4Crawler and @pbb2. Let me share further details about this and guide you on the actions you need to help resolve this matter.

Let me start with @4Crawler. You're doing a good job in performing my recommendation above. Since the error persists, I'd recommend contacting our Customer Care team. This is to check the cause of the error and guide you further on the next steps you need to take. 

On the other hand, since some of your customers are unable to pay your invoices and with your missing vendor invoice payment link @pbb2, you can also perform the troubleshooting steps I've recommended above. Then, encourage your customers to do so as well before paying your invoices.

If your customers are still unable to make a payment, you can toggle (off and then on) the invoice payment options with your old invoicing. This will refresh the payments feature. To do this, here's how:

1. Go to Get paid & pay and select Invoices.
2. Find and select the invoice you want to update.
3. Under Online Payments, select Edit.
4. Select the checkboxes for the payment options you want. Or remove payment options by unchecking the checkboxes.
5. When you're finished, select OK.
6. Select Save.

If the above-mentioned issue persists, I'd recommend contacting our Customer Care team again. The Community is a public forum, and we'll need to collect some personal information to pull up your account. They have the tools to investigate the cause of the issue and guide you with a fix. 

To learn more about accepting electronic customer payments for online invoices and in-person sales in QBO, please see this article: Take and process payments in QuickBooks Online.

Please don't hesitate to keep me posted in the comments if you have other concerns about managing customers and vendor transactions in QBO. I'm always ready to help. Take care, and I wish you both continued success, @4Crawler and @pbb2. 

Thanks for the update, pbb2.

Glad to know that your issue has been resolved. Feel welcome to drop by anytime if you have other QuickBooks questions. You can always count on us here in the Community to help you every step of the way.

You can visit our Help articles page in case you got other QuickBooks concerns, such as setting up advanced reports, online banking, managing reconciliation, transactions, import and export data lists, etc.

Stay safe and have a great day!

Still no idea why I am unable to pay a QuickBooks invoice.  I spent 1+ hrs. on the phone w/ support and that person said the issue was with the vendor's merchant services account settings.  Vendor spent 1.5+ hrs. on the phone w/ support and they said his setup was fine, problem must be on my end, pointing to incorrect routing number, insufficient funds, etc.  You know, all those boilerplate things that support put out there when they have no idea what is the real cause of the problem.

In the end, contacted the vendor by phone and he was able to process echecks for the 3 invoices, using the exact business checking information that I read off my "payment declined" screen and it worked fine for the echecks.  That proves that there was nothing wrong with my account information, same that I've been using for many years.

Support needs to have some sort of facility to either conference in both parties or be able to share issue information between the support folks.  The person I spoke with apparently saw an issue on the vendor side, but couldn't tell me any details.  The person the vendor spoke to indicated there might be a problem on my side, but again couldn't share any details with the vendor.  Such a waste of time on both sides for such a simple issue.  So glad my business doesn't rely on QuickBooks invoices for payments!

Hi there, 4Crawler. 

I'm glad to know that you have already paid a QuickBooks invoice now. And I agree this should be handled better. I also appreciate you letting us know your experience, rest assured that we will share this with the right team.

In case you need tips and related articles when managing your QuickBooks Online account, feel free to visit our Community website. From there, you'll see all articles for your product. 

You can always come back here if you need anything else. We're here to assist. Take care always and keep safe!

I am having the same issue.  I was sent a invoice through QB and went to pay with a check and it is giving me the same message  (Your payment method was declined. Please use another method or try again.)  

I have never had a issue paying my invoice on QB. When the person that sent me the invoice called and spoke with QB, two times today, they are telling him they don't see anything on their end causing the problem.  I then called and spoke with my bank and they do not show declining any payments in my bank account.  When will this problem be fixed???