My clients can't seem to pay invoices via the link I send them. Any ideas of what I need to fix at my end?

Hi @judi6,

Thanks for writing in!  Let's see if we can figure this out. I'd like to get some more information on what's happening.  Are clients getting an error message when they click the link?  If so, what is the exact error?  Have you tried e-mailing yourself an invoice to see if you run into the same issue?

Let me know and we'll go further.

Thanks,

Lucas

Hi Lucas,

This a screenshot of the message my client received after he attempted to pay online for services.

Hope this helps.

Thanks!

Judi

[Moderator note: For your protection, the attachment was removed from this public post.]

Good morning, @judi6,

Thanks for that screenshot; that helps!  I have verified that that message indicates a decline, so the cardholder's bank is not allowing that transaction to process.  If you check your transactions in the Merchant Service Center, you should see a decline message there for this transaction.

I would suggest having the cardholder reach out to his/her card-issuing bank to check on why this transaction is not processing.  You can also reach out to the support team directly to get further information on this specific transaction and verify the decline.

Here are the contact options for support:

Contact Payments

Thanks,

Lucas