A client of mine is unable to pay an invoice sent through QBO. She get a message that reads, "Error You can try again, or come back later and try connecting then." Fix?

Thank you for reaching this to the Community, @InfoDevPro.

Currently, there’s an open investigation about clients who are unable to pay an invoice sent through QuickBooks. Our engineers are working on this to fix the problem as soon as possible.

At this moment, you can perform some troubleshooting like using a private browser. It ignores websites from using cookies and doesn’t record any history and data.

Here’s how to do the private browsing:

• Safari: Control + Option + P
• Google Chrome: Press Ctrl + Shift + N
• Firefox or Internet Explorer: Ctrl + Shift + P

If this works, you can clear your browser's cache to refresh it. Click this link for the guide: Delete or disable cache and temporary internet files in your web browser.

Please contact our customer support team. To add your account to the list of affected users so that you'll be notified of any updates available through email.

You can also check this article about tracking your customers payments to QuickBooks for reference: Record a customer payment.

If there's anything else I can do for you, I'm always here to help. Take care.

I spoke to someone in support who said that this is a problem with QBO. 

As an aside, it's completely unprofessional to ask a paying client of mine to take the time to troubleshoot a system that I chose. In this case, in which it's a system problem, it would have been a waste of time, as well as rude.)

Hi InfoDevPro,

Performing troubleshooting steps when you're a client can be inconvenient. Since you've already contacted our support, rest assured you'll be notified whenever there's an update of the fix.

We will also update this thread once more information is available.

If in case you'll be checking invoice reports, you can read this article for details about: Run Accounts Receivable Aging Summary report.

Please know that we're always here if you need help with anything else.

What is really  unacceptably arrogant is that Intuit has been aware of this problem since at least November 20 and hasn't bothered to edit their error message. It tells users to try again later when Intuit is well aware that trying again later will produce the same error! If your engineers aren't clever enough to fix the bug, FIX THE ERROR MESSAGE!

I wish I could make it better, @QuickSad.

I want to let you know that your voice matters and I'm taking notes of your feedback and submitting it directly to our engineers.

Once you've been added to the list of affected users, you'll receive an email message containing all the available updates. If you haven't yet, here's how you can contact our support:

1. Go to Help.
2. Tap Contact Us.
3. Enter Unable to pay E-invoice in the What can we help you with? field.
4. Click Let's talk.
5. Select Get a callback, Chat, or Call us.

I've got you this article for more insights about the available hours of our dedicated support: Support hours and types.

We appreciate your patience as we're working on this. Please let me know in the comment section down below if you have any other questions.

as additional option, explore this payment service to integrate with QBO - Veem 

Hope it helps.

[Post edited by Moderator to remove link]

I am experiencing this issue as a paying customer trying to pay with credit card.  (As a small business owner who's considered using QB for invoicing, this makes me very weary.)  I'm trying to pay a QB invoice from a small business owner for a home construction job. Our understanding was that I could pay with a credit card (so I can pay for this job over a few months).  I get this same error message every time I input my Capital One credit card info. The business owner is basically saying, "Oh well, I can't do anything about this. Pay in cash." So I'm trying to figure this out (to my benefit, of course; he's probably hoping I'll have to pay in cash. I'm the only one benefiting from using credit) .  Can Quickbooks, or anyone else, PLEASE provide some updated information about this?: What is causing this issue? Will this problem be resolved within the next 30 days, so I can hold out and eventually pay with my credit card? Is this an issue with Capital One, only? Would it work if I got a credit card from a different company? Any help with this would be very appreciated! Thank you! 

Hello there, ronisue4,

There are possible reasons why payments won't go through,

• incorrect payment information
• account might be on hold

To check on why you're unable to pay invoices online, I recommend contacting our Payments Support. They will be bale ot check your account and provide alternatives.

You can reach them here: Contact Payments Support. You have an option to chat or call the support. Here's our support hours and contact us at a time convenient to you.

Please let me know if you need further assistance.

Quickbooks chat help is giving me the runaround, saying they can't help me get around the credit card payment error because I'm the payee, not the business owner who issued the invoice. The business owner isn't bothering to get help. I have to. I need someone at QBO to help me figure out how to pay my invoice through the system. The error message repeats no matter what card I try, or how many times I try it. What can the issue be? It's not a problem with the credit accounts. I've called and none of the three cards I've tried have holds on them. The information I'm inputting is correct! PLEASE HELP!!!!! This is bad for QBO's reputation. 

Hi @ronisue4,

Your customers can pay their invoices online if you have QuickBooks Payments enabled. You might want to reach out the company owner to have this activated.

Let me know if you have further concerns. I'm here to assist. Take care.

Our client received this error message yesterday. Is there a solution to this error yet? Or an update? It's been several months.

Hello, @SC78. 

We recently had an issue with QuickBooks Online (QBO) customers who are unable to view and pay their invoices. 

However, this was already resolved. If some of your customers are still having this error, I suggest reaching out to our Customer Support team.

They have the tools to further check your account in a safe and secure environment why they're still having this error. 

You can follow the steps provided by colleagues on how to contact the QuickBooks Online Customer Support team. 

Let us know if there's anything that we can assist. The Community is always glad to help in any way we can. Have a wonderful day!

This has happened to us with a Client who is unable to pay an invoice for the past 2 days.

How is this issue not fixed, or at least giving a better Error message back so the Client knows what might be wrong??

There are tens of tickets here with this same exact error, yet it hasn't been fixed.
I'm moving away from Quickbooks immediately this is completely unprofessional and asinine that this has NOT BEEN FIXED YET.

Same error here, the past 2 days client is unable to pay an invoice.

How is this not fixed yet??

"Contact support" is their answer, yet this is literally Support right HERE.

Hello there, @Mark133.

You can resend the invoice to your client. Let me guide you how.

1. Go to Sales at the left pane.
2. Select Customers.
3. Look for the specific customer.
4. Under the Transaction List, locate the transaction.
5. Click the drop-down arrow under Action.
6. Select Send.

If the issue persists, I'd recommend getting in touch with our QuickBooks Payments Team. They'll pull up your account in a secure environment and investigate what's causing the error message when customers pay invoices.

Also, feel free to read our QuickBooks articles in case you need help and related links in the future.

Click the Reply button anytime if you have other questions.

Have clients receiving the same message 4 months after it apparently became an issue. All the client sees is Error - You can try again, or come back later and try connecting then. No information on what may be causing the issue. It is very frustrating to have a client trying to pay you and they're running into these types of issues. It makes us look unprofessional, even though it appears to be a QuickBooks issue. Disappointing.

Hi @Iain Howe,

Thanks for reaching out.  I can certainly understand your frustration here; let's see if we can get this figured out for your client.  The first thing I would ask is to check your Merchant Service Center to see if the charge has actually gone through.  We want to make sure that the client isn't getting double-charged when trying to pay this invoice.

Next, I would like to know if the client has tried any basic website troubleshooting on his end, such as clearing cookies and cache, trying an incognito browser, trying a different browser, etc.

Let me know and we'll go forward from there.

Thanks,

Lucas

Lucas - thanks for the feedback; however, as others have mentioned on this feed, I really don't want to contact the client and become an "IT guy" to try and resolve what appears to be a QB website issue (based on the fact these errors have been showing up since back in November), most especially when the client is trying to pay an invoice. It should be a seamless process...and frankly, I really do not have time to sit with a client to walk them through clearing cookies and caches on their personal computer.

@Iain Howe 

For the time being, explore this payment service app and integrate it with QBO: Practice Ignition

Hope it helps.

[Post edited by Moderator to remove link]

@Iain Howe  I can understand where you're coming from as a merchant; I reviewed the thread and found the investigation on the matter which has since been resolved. 

Many performance issues can be alleviated by basic browser maintenance.  

Heavy browsing can lead to the build up of cache on the back-end which can sometimes prevent some programs from opening or functioning correctly.  Suggesting to clear cache or use incognito (private) browsing will usually allow for a smother experience. 

Have you tried sending the invoice to yourself to see if the page opens for you? If not, test it yourself before calling your customer with the suggestion to troubleshoot their browser.

Let me know if that helps.

I have a customer who is having the same problem today.  Like other have said... this is a QBO problem and you need to get this fixed.  I've been with QBO for over a decade and none of my customers have ever reached out because of this and instructing them to fix their browser is just not acceptable and makes you as well as us look like jack wagons. 

@fuzzy-knuckles Thank you for your feedback.  

I'm sorry to hear your customer is experiencing issues paying on an invoice.  Have you checked your merchant account to make sure payment hasn't gone through?

You can access the Merchant Service Center by clicking here. 

You'll also be able to see if there were any issues with payments on your transaction list.

I told the customer to clear the cache on their browser and it seemed to do the trick.  Honestly there should be a work around on your side to keep this from happening as there is nothing worse than a customer not being able to pay.

Thanks!

@fuzzy-knuckles  Thank you for letting us know! So glad your customer was able to submit the payment. We apologize for the inconvenience. Your feedback is valuable and we'll make sure that this is submitted to the product team.