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Level 1

My client is trying to pay her invoice and keeps getting an error that says you can try again or come back later and try reconnecting.

she has rebooted her computer and tried several times but keeps getting the same error. both credit card and bank transfer are available to her. how do I help her?
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QuickBooks Team
QuickBooks Team

My client is trying to pay her invoice and keeps getting an error that says you can try again or come back later and try reconnecting.

Thanks for bringing this one to our attention, jcarterclient.

 

I appreciate your client for performing some troubleshooting steps to get this sorted out. I've checked here on our end and there's no reported case where customers can't pay their invoices online and encounter this error message. To better isolate this one, let them try using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

  • For Google Chrome browser: Ctrl + Shift + N
  • For Mozilla Firefox browser: Ctrl + Shift + P
  • For Safari browser: Command + Option + P

 

Then, let them access their email, and select the Review and pay or Pay invoice button to open and pay for the invoice. They can pay it by credit card or with an ACH bank transfer depending on the invoice's settings.

 

If it works, they can go back to their regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use other supported, up-to-date browsers to roll out the possibility of a browser-related issue.

 

For other troubleshooting step options, see What to do if customers can't pay their invoices online article. Visit our Sales and customers page for more insights about managing your company's income and customers.

 

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Feel free to leave a comment below and I'll get back to you. You have a good one.

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