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

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

 
5 Comments
Highlighted
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff Thank you for joining our community.

 

I would like a little more detail on what your customers experience. Are they missing the pay now link? Do they see an error when opening the invoice or processing their credit card?

Highlighted
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

The button is different and says save or print invoice - its gray .....not green and there is no "pay now " anymore for many of them.  Often it goes to a place that says - you will need to contact the business to pay "

 

 

I have been able to resend some of them as I now notice that the boxes of accepting credit card etc on the top of the invoices are suddenly  no longer checked when invoice is generated and sent.   Not sure why all of the sudden I have to go above and check the boxes for each invoice when this has been automatic fort last few years and I'm  not entirely sure it even even solves the problem   

Highlighted
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff Thank you for that information. 

 

It sounds like there may have been a manual payment previously received for those customers and the "Process Payment" box may have been left unchecked.

 

QuickBooks is designed to remember settings placed. Sometimes customer payments need to be recorded against an invoice but not processed, when this happens the "Process Payment" box is left clear to prevent electronic money movement.

 

Subsequent invoices will not be enabled to take credit card/ACH payments unless that box is checked.  You did the right thing by re-sending the invoices with credit card processing enabled. You should not run into this problem again unless settings are changed.

 

Let me know if this helps.

Highlighted
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

None of the customers have done a manual pay- many use Apple Pay and the problem started all of the sudden for everyone.  It still says - "save or print" for all in gray and no green pay now button.  Some have been able to hit the save or print buttoned eventually pay and some have not.  This has taken a ton of time to work on with all of the emails and resending of invoices and clients still having difficulty.  This is definitely a glitch in something so please advise . Are others having same issue ? 

Highlighted
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff The issue you're experiencing hasn't been reported. My advice would be to contact support to do some troubleshooting with your QuickBooks account.

 

This link will take you to the payments support page, where you can select your service and the proper contact channel: Contact Support

 

Let me know if you need additional help.
 

Need to get in touch?

Contact us