Fix payment errors when your customers pay invoices online

Learn how to fix payment errors when your customers pay invoices online.

Your customers may encounter errors when they pay their invoices online. When this happens, check your QuickBooks invoice payment settings. You can also tell your customer that they can check their email link, credit card info and/or their bank code.

Disclaimer: QuickBooks Payments account subject to eligibility criteria, credit and application approval. Money movement services are provided by Intuit Payments Inc., licensed as a Money Transmitter by the New York State Department of Financial Services.

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What you’ll need to receive payments

• An active QuickBooks Payments account. (subject to eligibility and credit approval)
• Online invoice enabled in your QuickBooks settings.
• An up-to-date web browser (Chrome, Firefox, Internet Explorer, or Safari).

Note: Aside from QuickBooks Payments, you’ll also need to turn on online invoice payments to receive payments through your online invoices. Here's how to check:

If you'd like to make it easy for your customers to pay an invoice online, check out QuickBooks Payments rates and apply.

Check online invoice payment settings

If your customers can't see the option to pay, check if your QuickBooks settings are correct:

1. Go to Settings ⚙, then select Account and settings.
2. Select Sales.
3. Select Online delivery.
4. In the Additional email options for invoices ▼ dropdown, select Online invoice.
5. Select Save.

Resolve email link errors

If a customer receives an error after they select Pay now, they can follow instructions provided in the error message. If no instructions appear, they can:

1. Right-click Review and pay in the original invoice email and copy the URL.
2. Paste the URL into the address bar, then press enter.

Note: If the error persists, try a different browser.

Troubleshoot credit card payments

If the payment link works but the transaction won't process:

• Make sure their credit card or bank account info is correct and active. If their card or bank account isn't active, they’ll get an “Unknown Merchant Account” error.
• Make sure the amount is valid and contains no errors. (Make sure the $ symbol isn’t included in the amount.)  If the amount is incorrect, you’ll get an “Invalid Amount” error.
• Make sure that their card can make the full payment. If the payment is too large, break it into partial payments instead.
• If their card was declined, they or you may need to edit the recorded card info.

Troubleshoot ACH bank transfers

If an ACH bank transfer is rejected, your customer gets an email with an "R##" code. This helps identify and resolve the issue.