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mattjoco
Level 2
posted
‎October 17, 2024 08:22 PM
last updated ‎October 17, 2024 8:22 PM

Why is Auto-Pay still not working?

Most of our customers receiving recurring invoices and most of those customers have signed up for auto-pay.  However, at the beginning of September our prices changed and invoices were updated.  Some customers who had auto-pay set up are finding that auto-pay is no longer working.  Plus, they do not have the option to sign up for it again.  I have deleted existing recurring invoices and set up new to see if that would help, but still they do not have the option to sign up.  This week, one of our customers who's auto-pay feature was still working, had it suddenly not work anymore.  There was not change to their invoice.  Anyone else having similar issues?  Anyone get any helpful information from QB explaining what is going on?

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1 Comment 1
AlverMarkT
QuickBooks Team
QuickBooks Team
‎October 17, 2024 09:55 PM

Why is Auto-Pay still not working?

I appreciate your efforts in proactively ensuring your customers can enrol in auto-pay, Matt. I can see the importance of having this functionality for your customers who have recurring invoices set up.
 
Let me share the details about the recurring invoice auto-pay issue you encountered in QuickBooks Online (QBO) and route you to our Customer Care Team to investigate this further.
 
We have received similar reports from other users experiencing challenges with the auto-pay option not working for recurring invoices in QBO. While deleting and recreating the recurring invoices resolves the issue, I recognize that this solution didn't work in your case. I recommend contacting our live Customer Care Team so they can investigate further and notify our product engineers. Here's how to contact them: 

 

  1. Sign in to your QBO company.
  2. Select (?) Help. Then, click on the Search tab.
  3. Select Contact Us. 
  4. Choose Customer and vendor payments to connect with the right expert.

    Contact Customer Care Team.png

Once the issue is fixed, here are some helpful guides for categorizing or matching your customer payment transactions in QBO:

 

 

We'll be here in the Community if you have more questions about the auto-pay functionality on recurring invoices. We're committed to offering ongoing support.

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