Thanks for reaching out to us. I got the steps here that help fix this unusual behavior.
Let’s start using an incognito or a private window first to verify if this is caused by the system or your browser. The customer can use these shortcut keys below:
If it works, please let him/her clear the cache of the main browser he or she used to start on a clean slate and help run better. You can also use other browsers as an alternative.
Please keep in touch with me right here for all of your QuickBooks needs, I want to ensure your success. Thanks for dropping in and take care.
We have tried using incognito window in Chrome and Safari on desktop; we have tried clearing browser cache as well. I have tried Safari on mobile.
We get the same error no matter what.
No other customer has had this issue.
We have tried incognito windows on Chrome and Safari Desktop; we have tried clearing browser cache. We have tried Safari on iOS mobile device.
We have tried on two different computers and two different mobile devices.
We get the same error message.
We have tried this several times over several days.
Thanks for giving us an update about the steps you've already taken to fix this error, @john162.
Since you've already performed the steps provided by my colleague, I recommend reaching out to our QuickBooks Payments Support. This way, they can check your payment account and trace what's causing this issue when paying an invoice.
You can reach out to them by clicking this link here: Contact Payments Support.
Don't hesitate to tag my name in the comment section below if you have other concerns or questions. I'm always ready to help.
Thank you. I will do this.
Frankly, this has me deeply concerned. I sat with the customer as she tried on her computer. Then we went to another location and tried on mine and on my mobile device.
I need to be able to rely on the payments system -- it affects my own business credibility. Unfortunately, there is no obvious help available to the person trying to pay and experiencing an issue, and no actual in person help available to any of us until Monday, assuming I can even get through with reduced support due to Covid-19.
At present, I am very unhappy and dissatisfied customer of yours, hoping that your payment support staff will actually be able to help.
Let me share this workaround I have, @ john162.
In the meantime, you can try to resend back the invoice that has the issue then pay the newly sent email. Let me guide you on how.
1. Go to the Invoices tab and select Create invoice.
2. Enter the details required and enter a dummy email address.
3. Click Send invoice.
I've also added an article about "what's new with QuickBooks Self-Employed Invoicing?" This will provide you the details about the recent update that we released to enhance customer's experience when creating an invoice.
Please keep on posting if you need more clarification. Take care.
this did not work either. I will call support today. I have a number of invoices I need to send, but I need to understand what the issue is on this before I do so. The error message gives no code or other clue as to what kind of error is occurring, so it's very difficult to troubleshoot.
I hope you understand that this is a very big deal.
Online support provided the answer: the customer's bank was sending a message not to honor the card due to exceeding credit limit or insufficient funds.
It would have been very helpful if this information was actually communicated to the customer, rather than the uninformative error message that just suggests you try later; the customer might have been able to fix it. Instead, I wasted about 6 hours troubleshooting, trying different methods as suggested here, and had to send the declined card info to the customer myself (something the program should have done), causing further embarassment to them.
I am glad support was able to give me the answer, but not at all happy with what I had to go through to get the answer, or with the major communication failure in the payment module.