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Established Member

Is there a reason why customers cannot pay an invoice upon clicking "Review and Pay"? They only see a blank page. Thanks.

 
3 Comments
QuickBooks Team

Re: Is there a reason why customers cannot pay an invoice upon clicking "Review and Pay"? They on...

 

Great to have you here in the Community, @ccapko91

 

I’m here to share with you the possible reason your customers are getting a blank page when clicking the Review and Pay button to pay the invoices.

 

It's likely you have set the Deliver option for emails to HTML in your QuickBooks Online (QBO) account. 

 

To help fix this, you'll need to change the deliver option to Online Invoice so your customers can pay the invoices. Here's how: 

 

  1. Go to the Gear icon at the upper right. 
  2. Select Account and Settings.SetOnlineInvoice1.PNG
  3. Go to Sales from the left menu. 
  4. On the Online delivery section, click the Edit (Pencil) icon. SetOnlineInvoice2.PNG
  5. Under Additional email options for invoices drop-down, choose Online invoice.
  6. Select Save.
  7. Click DoneSetOnlineInvoice3.PNG

 

For more information about this process, you can check out this article: Use e-Invoice. To learn more about managing your customers' balances and payments, here's a great article you can refer to: Invoicing and Accepting Payments

 

The steps above will help you get paid faster, @ccapko91

 

I'm here anytime you have other concerns. Have an awesome day. 

Established Member

Re: Is there a reason why customers cannot pay an invoice upon clicking "Review and Pay"? They on...

Hi Raymond!

 

Thanks for the quick response. My invoices were already set to 'Online Invoice' (see screenshot here: https://cl.ly/855053a58126). Is there any other reason why this would be happening?

 

Thanks so much,

Carly

Moderator

Re: Is there a reason why customers cannot pay an invoice upon clicking "Review and Pay"? They on...

It's great to have you back, @ccapko91,

 

I can provide some browser troubleshooting to help rectify the issue with your customers, not being able to pay their invoices online.

 

Let's try checking if this issue is caused by the clogged data in your cache. Once your browsing data stores up, it causes performance issues in the web pages.

 

To begin, have your customer try another browser or a private window to isolate the issue. Try the following keyboard shortcuts:

 

  • For Internet Explorer of Firefox, press Ctrl Shift P.
  • For Chrome, press Ctrl Shift N.
  • For Safari, hold down Command Shift N.

If they are not experiencing the same behavior, have them clear their browsing history on the regular browser. Doing this helps QBO to function more efficiently. 

 

Here's an article that will provide more information: Clear my browser cache and temporary Internet files.

 

With these steps, I'm confident that you can now print your checks without any problem. Please update me once you have tried the steps. I'm here if you need further assistance. Have a good one!