Is customer invoice Autopay currently not working?

Welcome to the Community, @mattjoco.

Currently, there is an ongoing investigation about the customers who can't set up the auto payment of invoices QuickBooks. Rest assured that our Engineering Team is dedicated to working for them to implement a solution that will fix this issue. 

Please know that this is a top priority for us. And it will continue to be so until fully resolved.

As of the moment, we can't tell when this issue will be resolved. Thus, I encourage you to contact our Phone support team. They can add you to our notification list, and you'll receive an email notification once an update is available. 

Here’s how:

1. Sign in to your QuickBooks Online company.
2. Click Help (?)
3. Type in your concern.
4. Select Contact Us to connect with a live support agent.
5. Choose the Start a Chat option.

I'm also adding these articles you can read to help you run reports in the future:

• Run reports in QuickBooks Online
• Customize Reports in QuickBooks Online

Don't hesitate to post again here if you have any other concerns about managing invoices in QuickBooks Online. I'm just around the corner ready to lend a hand. Have a good one and keep safe.

Thanks, Ethel.  It is definitely an inconvenience for new customers who want to sign up for Autopay but can't.  It's a major disruption to business when customers have been using and relying on Autopay for many, many months and all of the sudden it doesn't work.  And it's frustrating that this disruption in service has never been communicated by QB or Intuit to business owners or customers.  I'm hopeful they can resolve this issue quickly, and even more hopeful they'll communicate when that fix is in place.

We are experiencing the same with autopay for customers and also with the bills we have set up to be paid automatically. I was told by support to delete the recurring invoices and set them up again and it still isn’t working. This is a major issues and I would like some reassurance it will be fixed. 

Hi there, @wonderhollow!

I appreciate you coming in the Community with your concern. 

Currently, our engineering team is aware of this top-priority investigation about customers who can't set up autopay for recurring invoices in QuickBooks Online. As of the moment, we can't tell you the estimated time for the resolution of this issue.

Furthermore, I understand that you've already reached out to our support. However, I recommend contacting our phone or chat support again to be added to the affected users list. Just provide your name, updated email address, and the investigation number, INV-92292, to be notified when an update becomes available.

Once this issue is fixed, you can use this article as your guide in logging your customers' payments: Record invoice payments in QuickBooks Online.

Keep us posted if you have more questions about managing invoices and receiving payments. We're just one post away to help you out.

5 of 9 of my invoices with scheduled payments did not process either.  The status on the invoices still show Scheduled.  These are for last month's recurring invoices.  So there seems to be a glitch in the system.  I am having to notify the customers to make the payment manually.  This is a pain.  Customer Service could not tell me why this happened.  Also, I have no idea if the all of the invoices with schedule payments will process correctly this month.  No insight is no bueno.  Hoping tier 2 or higher support can tell us what is going on.  Thank you.

Hi there, @AirSpeedWireless.

Thank you for reaching out to the Community.

Currently, we have an ongoing investigation about being unable to process the scheduled payments. Rest assured that our engineers are doing their best to fix it as soon as possible.

I understand that you've already contacted customer service. However, you'll need to get in touch with them again so they can add you to the list of affected users and for you to get notified once the issue is resolved.

Here's how :

1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.

Meanwhile, you can download an updated list of your transactions from your bank's website. Then, upload them to QuickBooks using a CSV file. After that, you can categorize them in the For Review tab.

For more detailed steps, please refer to this article: QuickBooks Online Support.

For your future reference, you can check this article to view the status of transactions: View sales transactions

 Feel free to reach us out again, if you have further concerns.

This is not working for me either. This is extremely frustrating to be on the phone with Quickbooks for over 3 hours, transferred to 5 different agents regarding an autopay not working, just to tell THEM of this issue. The rep didn't even know about this!? You have customers who are NOT GETTING PAID yet you haven't said ONE thing to them about this issue outside of this chat?

While on the phone with an agent about this, being asked to be added to this list that YOU suggested, she told me I would have to call back to get added. After 3 hours on the phone. This is beyond ridiculous. Quickbooks is not notifying ANYONE ABOUT THIS ISSUE THAT IS AFFECTING THOUSANDS OF PEOPLE. 

ABSOLUTELY ABSURD.

Add me to the list of frustrated.  We have recurring invoices which our customers set up Autopay many months ago sitting UNPAID this month.  We have 15 total at this time. I also telephoned QB on Monday and the phone agent said nothing was wrong in the system.  I did not buy it.  I called again and this time got an agent who did confirm this is an ongoing KNOWN issue with QB payments!!!  I agree with the others here that at the very least we should have been notified instead of having to hear from our own customers.  We have been receiving phone calls and emails from these customers wondering what is going on that they are receiving emails from QB saying their payments have not gone through.  The 2nd agent I spoke with said I was added to an email notification list for updates and I have NOT received one single email from Quickbooks Payments support!!  What do we do???  Do we go through the embarrassment of inconveniencing our customers who had Autopay all this time and ask them to manually pay and also risk that when the problem gets fixed they get billed again automatically???  This is completely UNACCEPTABLE particularly in this day and age of technological advancements but what is most unacceptable is the lack of communication about this from Quickbooks.

After being promised email updates and NOT receiving a single update from QBO, I called again today with 15 Autopay UNPAID invoices sitting showing as past due in my QBO account, and agent said she really had no information.  I asked to have my call ESCALATED to a supervisor, and was put on hold for OVER 1 HOUR and then was hung up on!!!!!!!!!  When the hell are we going to get an update and an ETA??? The backbone of the US economy are small businesses that use this service and Intuit has MONOPOLIZED the industry and cannot resolve this problem?  This needs to be reported to the Attorney General.

UPDATE: Never received any update, I had to reach out to them. This issue is affecting a lot according to this rep, but no time frame or exact numbers of who is being affected.

Here is the chat:

Thank you for updating.  This completely unacceptable and absurd.  We still have UNPAID invoices scheduled for Autopay since last weekend!

Almost a week now with NO RESOLUTION!  Anyone here have an update to share?  QBO will NOT provide updates.  Report to Attorney General - this is unacceptable.

In the last 3 months or so 1) they screwed up my 150 recurring invoices (weren't automatically generated on the 1st - took days to fix), 2) they increased my subscription rate from $427.64 to $645 per year, 3) increased the take rate for credit card transactions, and 4) messed up autopay.  What a mess, this is ridiculous...and price gouging!  I would seriously switch, but as you know, it is difficult to migrate everything over to a new accounting system!

All our autopay customers' payments are also not working. Customers with existing autopay say its scheduled, but it is not processing. Where are the communications from QB/Intuit about this major disruption?  I would expect an email that you know about this problem and not make us all search for info about it in the forums. 

I truly understand the value of your time, and I deeply regret any frustration caused by waiting for a resolution to this problem, @SGPittsburgh. Please allow me to provide you with some updates and offer my assistance in guiding you through the necessary steps.

Upon checking here, the investigation about the invoice auto pay is still ongoing. Our dedicated Product Engineers are actively addressing similar issues and gathering information from each reported case to develop a lasting solution. Rest assured, their goal is to assist customers like you in swiftly resolving this matter and getting back to business as usual.

I can see your urgency in resolving this however, it's important to note that when faced with a high volume of reports like this, a thorough investigation is necessary to prevent any recurrence in the future. I recognize that this may be disappointing and I sincerely apologize for any inconvenience caused. Please be assured that our committed Product Engineers are diligently working to address this as fast as they can.

That being said, the best course of action we can take in the meantime is to contact our Customer Support Team if you haven't. This way, you'll be added to the list of affected users and be prioritized in receiving email updates about the ongoing investigation.

Here's how:

1. Go to the Help icon and select Contact us in the Search tab.
2. From the What can we help you with field, enter your question.
3. Click on Continue.
4. Choose either Appointment, Callback, or Chat.

Moreover, I've included an article that'll help you record invoice payments, whether it's a partial or full payment: Record invoice payments in QuickBooks Online. 

We appreciate your patience throughout this process. If you come across any challenges managing your invoices in QuickBooks Online, I would be more than happy to provide further assistance. Simply click the Reply button, and I will promptly respond to your queries. Take care and stay safe.

With all due respect, what a joke!!!!!

Even QuickBooks agents don't know what's going on.

Did you not receive the email that QuickBooks sent to All affected customers this past Friday October 6th?

I am pasting for your convenience the contents below which said that the issue has been resolved!

Dear Valued Customer,

Thank you for your patience while our team has investigated the recurring transaction issues you reported to us.

Our engineers have identified the reason for the failure and have resolved the issue going forward. Any recurring transactions that did not process during this downtime will need to be manually generated and sent to customers.

We apologize for any inconvenience this has caused. This will be the last communication from the QuickBooks Online Support Team as the issue is now considered closed.

Thank You,

QuickBooks Online Su

pport Team

At the end of the day we were left with 13 unpaid auto pay invoices and even though we deleted them as per QuickBooks support instructions, and sent our customers 13 new invoices to manually be paid they have refused to pay so we are out our money this month and I can not blame our customers for all the inconveniences that QuickBooks has caused.

Great news! This investigation has been resolved, all recurring invoices will process as normal going forward, and we will update this thread with next steps for any outstanding transactions that have not yet processed as we receive more information. 

So do you mean automatic payments will processed as normal going forward?

So do you mean automatic payments will be processed as normal going forward?  You mentioned recurring invoices.

Yes, automatic payments will process as designed. 

Hello - this appears to still be an issue with a new invoice i sent. Possibly not taken effect until Monday. I will look out for correction. 

Thanks

Would you please update us?  Again, due to this QB payments problem we were left now with 6 UNPAID Autopay invoices for this month of October.  The 6 customers who received a new "manual" invoice from us as per QB instructions, refused to pay them!  We really need to know if moving forward, for November 1st if our recurring Autopay customer invoices will be automatically paid or if we need to switch to another credit card/payment processor.

Hello there, BahamaJoesPools.

I want to ensure this is taken care of. First, may I know when was the original invoice sent and the payment due date? Any information will help us rectify the problem.

Drop a comment below if you have other questions. I'm more than willing to help. Take care.

So many QuickBooks employees chiming in and now saying that this issue is still being resolved is very concerning!

I received an email from QuickBooks well over a week ago around the 6th of October saying that the issue had completely been resolved. And in the end our auto pay customers six of them have refused to pay our manual invoices because they said they signed up for auto pay and this is nonsense and I can't blame them so this month we had to take a loss on those invoices. So now it seems the issue is still going on?? Because at the end of the day we are expecting all of our auto pay customers invoices to be paid automatically on November 1st. We cannot take another hit and embarrassment with our customers again next month. Please advise as soon as possible as otherwise we will have to switch payment processors.