Customer cannot pay invoice online

Hi there, sacc.

If your customer is using IE 11 when paying an invoice, please know that there is an ongoing investigation about this. We already submitted a notification about the issue and our engineers are all working together for the nearest solution.

In the meantime, I suggest contacting our QuickBooks Support Team to add you to the list of affected users.

Follow the steps below on how to reach them:

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter any concerns.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

7. Select how you want to contact them and fill in the information.

You may check this article on how to send a direct link of the invoice to the customer via email or text instead to pay their invoices: How to let customers pay their invoices online.

I'll be glad to help you if you have any other questions.​ Have a good day!

Hi Sacc,

We are having the same issue with our online invoices. I was on the phone with customer service for two hours and nothing was resolved. They tried to blame everything on my customers or our company. I was told that no one else has this issue.

I am sorry that you are going through this but I am also glad to know I am not alone. Please keep me updated if you find out anything else about this issue.

Hello there, janet28.

Meantime, we can let them pay the invoice using Mozilla Firefox or Google Chrome. I know that you've already called us however, I still recommend contacting us again. This way, your account will be added to the notification list. Please refer to the steps given by my colleague above on how to connect with us.

Thanks for your patience while we're continually working on this issue. We'll send out email updates once a fix is available. 

Hi Catherine B,

Thank you for your reply. I will contact Quickbooks again. I truly appreciate your help with this issue and for acknowledging the issue is with QB. I was told by QB customer service to have my 30+ customers who were having issues paying their online invoices to call QB and then to allow QB to have online access to their computers to find the payment issue.  I would never dream of asking my customers to do that for any solution. If you have a way to let the customer service reps know that this is not the way to handle this issue, that would be wonderful. 

You have restored my faith again in QB and I cannot tell you how much it means to me. Have a blessed Thanksgiving!