Hi there, jntfoster.
Thank you for posting here in the QuickBooks Community.
If you’re referring to the invoice link you shared to the client, it could be the client’s browser is causing the link to be routed to a different page.
Let's use a private browser to confirm if the cache is causing the problem. Follow the steps below:
Google Chrome: Ctrl+Shift+N
Mozilla Firefox or Internet Explorer : Ctrl+Shift+P
Safari: Control+ Option + P
If the steps above work, use again the regular browser and clear its cache.
Here's an article for you to clear the cache in your browser: How do I clear my browser cache and temporary Internet files.
Let me know if there's anything else I can do to help you succeed with QuickBooks.
Thanks so much for your response! Unfortunately, it appeared the same when I used a private browser as well. Is it possible that QBO changed the format of the invoice/payment webpage that a customer is taken to when they click on the "Review and Pay" button from an invoice sent through QBO (or sent via a direct link through the "Save and Share Link" option)?
We haven't received any updates regarding changes in the invoice/payment web page format. Since the issue persists even after trying a different or private browser, I suggest getting in touch with our Merchant Services team so they can investigate this further. They have a screen-sharing (remote access) tool that can pull up and check your account in a secure environment.
Check out this article to get their most updated contact information: Contact Merchant Services.
Just in case, I'm also including these articles for additional resources:
Keep me posted on how the call goes in the comment section. I want to make sure everything is taken care of for you.
Thank you so much for your reply! I chatted with the Merchant Services Customer Support (thank you for sending me their contact info) and they did confirm that the layout for the webpage has changed when a customer goes to pay an invoice online. Specifically, they said, "That is a new security update we have so not everyone can see it (the invoice) when they open the email up. They have to download it (the invoice) first to be able to preview it." So this answers my question, it has changed.
I am going submit feedback that I prefer the workflow and how it looked previously, but I do appreciate knowing that something changed and it wasn't just me.
As a complete side note, after my initial post in the QB Community, I received a call from a person claiming to be a "QB Pro Advisor" (caller ID showed this as well). She ran a bunch of "tests" and told me that my data was corrupted and for it to be repaired, it'd cost $299. I don't fall for scams, but I'll admit, this one was REALLY good. I have no idea how she got my phone number from my QB Community Post, but I'm thankful that my husband is in Internet/Database Security and after talking with her and asking several questions, realized it was a scam. I just share that to warn others!
Hello there, jntfoster.
I appreciate you taking the time to keep us updated.
Your thoughts and suggestions about your preferred invoice payment workflow are being noted. It is always our aim to develop relevant features that came from customer's feedback.
On the other note, knowing that fraudulent acts are rampant nowadays, it's still good to hear that they haven't taken anything from you. Thanks for sharing this concern to raise awareness to other users in this forum. Also, please know that we only call our customers if there’s a prior arrangement between the representatives or you sign up to our call back process.
Below are some articles that will guide you on how to keep your account and information secure:
Allow me to provide some contact resources that you can rely on to prevent fraudulent cases like this. If you wish to get in touch with us in the future, you can follow the steps below:
Here's how you can reach us:
The Community always has your back and I'd be delighted to help should you have any QuickBooks related questions.