When sending an invoice for a customer to pay online, the Review and Pay option should be green, allowing the customer to make the payment. Lately, this button is gray, which prevents the customer from paying online.
I have tried the chat feature within QBO but have had absolutely no response
Happy to have you here in the Community, @kayleighny. Let me share some information regarding online payments in QuickBooks Online (QBO).
The option to pay online is now available to QBO. This helps the customer pay their balances at their own convenience. To also enable this feature, let's ensure that the customer is not set to multi-currency. Payments do not support these types of transactions and will disable the online payment options on forms.
For your future reference, you can refer to this article on what to do if customers can't pay their invoices online.
Let me know if you need further assistance with online payments. The Community always has your back. Have a great day!
I want to stop this issue from happening to your customers, @kayleighny. This way, they can pay their payments without a moment's delay.
I have troubleshooting steps that can help correct the grayed button when attempting to pay the invoices. And I'm pleased to share the instructions with you.
Sometimes, too much cache build-up in your regular browser can cause unexpected behavior in the product. I'd recommend letting your customers log in to their email through incognito. This way, we can check if it's a browser-related issue.
Refer to the keyboard shortcuts below:
Once logged in, re-check if the Review & Pay button is clickable. If it works, return to your regular browser and press the CTRL+ Shift and Delete keys on their keyboard to clear the cache.
If the issue persists, I'd suggest contacting our Customer Care Team. Our experts can initiate screen sharing to drill down on this issue securely. Visit this link to get their support options and hours: Contact Payments or Point of Sale Support.
Further, check out these articles below on how to fix hold payments, check statuses, and other related matters:
Leave a reply in the comments section again if you have a follow-up or other questions. I'm still here to help you more. Take care, kayleighny.