cancel
Showing results for 
Search instead for 
Did you mean: 
de4
Level 1

In the past 7 days, two of my customers were not able to get their payments to process, they hit send and nothing would happen. I had to run the card on my end.

 
Solved
Best answer 11-26-2019

Best Answers
Highlighted
QuickBooks Team

Re: In the past 7 days, two of my customers were not able to get their payments to process, they ...

Hello there, de4.


Welcome to the Online Community. Let’s perform the browser troubleshooting steps to get the payment link working again.


To begin, inform your customers to access the invoice and pay it using the InPrivate window or incognito mode. This is a built-in feature that erases the browsing and search histories.

 

  • For Mozilla Firefox and Internet Explorer, press Ctrl + Shift + P.
  • For Google Chrome, press Ctrl + Shift + N.
  • For Safari, press Command + Shift + N.


If they can seamlessly process the transactions, switch back to your normal browser and then clear its cache. This will optimize the performance of the application.


Switching to another browser can help isolate this unusual behavior.  


For future reference, check out the Errors when processing a transaction article. It provides an overview of how to resolve unexpected issues when processing payments.


I want to make sure this is taken care of for you. Leave a comment below if you have any other concerns or questions. I’m here to assist further. Have a good one.

View solution in original post

4 Comments
Highlighted
QuickBooks Team

Re: In the past 7 days, two of my customers were not able to get their payments to process, they ...

Hello there, de4.


Welcome to the Online Community. Let’s perform the browser troubleshooting steps to get the payment link working again.


To begin, inform your customers to access the invoice and pay it using the InPrivate window or incognito mode. This is a built-in feature that erases the browsing and search histories.

 

  • For Mozilla Firefox and Internet Explorer, press Ctrl + Shift + P.
  • For Google Chrome, press Ctrl + Shift + N.
  • For Safari, press Command + Shift + N.


If they can seamlessly process the transactions, switch back to your normal browser and then clear its cache. This will optimize the performance of the application.


Switching to another browser can help isolate this unusual behavior.  


For future reference, check out the Errors when processing a transaction article. It provides an overview of how to resolve unexpected issues when processing payments.


I want to make sure this is taken care of for you. Leave a comment below if you have any other concerns or questions. I’m here to assist further. Have a good one.

View solution in original post

Highlighted
de4
Level 1

Re: In the past 7 days, two of my customers were not able to get their payments to process, they ...

When you have a new customer, and they are a big player...e.g. Northrup Grumman, for example, you want to provide them as little hassle as possible and you hesitate to suggest they need to do anything extra or that the problem has to do with their PC's browsing history.

 

I will post your trouble shoot as a script in my invoice 'signature' and see if that provides some relief.

 

I did provide the precise prescription to my first customer, but he seemed to be bothered by the idea of having to have to take extra steps so I just took his number over the phone.  He to is a big player in the industry and I am thinking, these big guys have some pretty hefty IT protections. Often my invoices show up in spam or not at all and I have to send them a link in place of the automated email from Intuit.

 

Thank you for your prompt reply Rasa!

Highlighted
de4
Level 1

Re: In the past 7 days, two of my customers were not able to get their payments to process, they ...

When you have a new customer, and they are a big player...e.g. Northrup Grumman, for example, you want to provide them as little hassle as possible and you hesitate to suggest they need to do anything extra or that the problem has to do with their PC's browsing history.

 

I will post your trouble shoot as a script in my invoice 'signature' and see if that provides some relief.

 

I did provide the precise prescription to my first customer, but he seemed to be bothered by the idea of having to have to take extra steps so I just took his number over the phone.  He to is a big player in the industry and I am thinking, these big guys have some pretty hefty IT protections. Often my invoices show up in spam or not at all and I have to send them a link in place of the automated email from Intuit.

 

Thank you for your prompt reply Rasa!

Highlighted
QuickBooks Team

Re: In the past 7 days, two of my customers were not able to get their payments to process, they ...

You're welcome, @de4. It's our pleasure to help!

 

If you encounter any errors in the future, please know that we’re always here to assist. Let us know by leaving a comment below. Take care and have a wonderful day!

Need to get in touch?

Contact us