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userjohn-cchan85
Level 1

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

There is two "Update billing info" links in this page. Clicking on them does nothing. I can't update the billing info. What do I do?
5 Comments 5
chirag123
Level 1

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

If you receive “My subscription payment failed” email, it means Intuit can't change the billing account for your subscription. The card on file may be out of date, invalid, or the card issuer may have declined the payment.

All you need to do is update your billing info.

Step 1: Update your billing info

  1. Sign in to QuickBooks Online.
  2. Select Settings and then Company Settings.
  3. Select the Billing and subscription tab.
  4. Select Edit for your Payment Method.
  5. Update your billing info.
  6. Select Save.

Once you update your billing info, it can take up to 24 hours to activate your account.

If you still see an error or can't sign in to QuickBooks Online after that, move on to Step 2.

Step 2: Review your billing info

If you updated your billing info but still have issues, go back and edit your payment method again. Here are a few things to check:

  • Make sure there are no special characters or symbols (such as @ or *) in your billing address. Special characters will cause errors.
  • Make sure every field on the payment method screen is filled in, including the Postal code. If your address doesn't have a Postal code, enter 00000.
  • Follow "Step 1: Update your billing info" in a private web browser. For Google, this is called Incognito mode and for Safari, it's a Private window. If you can update your billing info and don't see the error, you need to clear your web browser cache. 

You should also check in with your bank. Make sure QuickBooks is approved to bill your account.

FritzF
Moderator

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

Welcome to the Community, @userjohn-cchan85.

 

You should be able to update your billing information in QuickBooks Online (QBO). To check if the browser is already full of frequently accessed page resources, causing some unusual responses, try signing into your QBO using a private browser (incognito).

 

Here's how:

 

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

 

Once logged in, try to update it again to double-check. Here's how:

 

  1. In QBO, go to the Gear icon at the top to get to the Account and Settings
  2. Click the Billing & Subscription menu at the left pane and select the Edit  (pencil) icon beside your payment method.
  3. Enter the necessary changes.
  4. Hit Confirm card or Save.

 

For more information about the process, refer to this article: Update the payment information for your subscription.

 

If it's successful, return to your default browser and perform a clear cache to refresh the system. However, if the issue persists, try using other supported browsers.

 

Please let me know if you have any other issues or concerns, and I'll get back to you as quickly as possible. I'm always here to help. Have an amazing rest of the day!

chirag123
Level 1

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

If you receive “My subscription payment failed” email, it means Intuit can't change the billing account for your subscription. The card on file may be out of date, invalid, or the card issuer may have declined the payment.

All you need to do is update your billing info.

Step 1: Update your billing info
  1. Sign in to QuickBooks Online.
  2. Select Settings and then Company Settings.
  3. Select the Billing and subscription tab.
  4. Select Edit for your Payment Method.
  5. Update your billing info.
  6. Select Save.

Once you update your billing info, it can take up to 24 hours to activate your account.

If you still see an error or can't sign in to QuickBooks Online after that, move on to Step 2.

Step 2: Review your billing info

If you updated your billing info but still have issues, go back and edit your payment method again. Here are a few things to check:

  • Make sure there are no special characters or symbols (such as @ or *) in your billing address. Special characters will cause errors.
  • Make sure every field on the payment method screen is filled in, including the Postal code. If your address doesn't have a Postal code, enter 00000.
  • Follow "Step 1: Update your billing info" in a private web browser. For Google, this is called Incognito mode and for Safari, it's a Private window. If you can update your billing info and don't see the error, you need to clear your web browser cache. 

You should also check in with your bank. Make sure QuickBooks is approved to bill your account.

28433
Level 1

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

We need to change the cc on file for billing. The one ending in 9889 is no longer valid. We also need to stop all cc processing services. Please advise. 

Candice C
QuickBooks Team

Can't update billing info. My quickbooks account says "We couldn’t process your payment. Make sure your billing info is up to date.Update billing info"

Good morning, @28433

 

Thanks for joining in on this thread. I hope your day is going well so far. 

 

If you've tried all the right steps to change this plus the troubleshooting instructions, then I recommend contacting our Customer Support Team. They'll be able to use more tools to look further into your account to see what's causing this to occur. Here's how: 

 

  1. Go to the Help icon in the top right-hand corner. 
  2. Hit the Contact Us button. 
  3. Give a brief description of the issue (Change payment info) and click Let's Talk
  4. Scroll down and choose to Get a callback

 

It's that easy. Cruise on over to our tutorials page to see other available videos for QuickBooks Online (QBO) that can help you and your business. 

 

Let me know how the phone call goes. It's my priority that you're able to get back on track. I value you and the success of your business. If you have any other questions, feel free to ask. Have a great day! 

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