This is definitely not fixed.. I have a client for two days who gets the error message,, try again or come back later. This is ridiculous. It took me 2 hours in a chat forum where one agent after another said im not the right guy to answer that  and then gave me a link for another department which in turn sent me again to another dept with new link.

Finally someone came on and said You and your client should clear your cache in your browsers. Sounds reasonable, but why do I have to clear my cache, the bloody  invoices are gone and have been sitting for a month at client.  The agent was implying that by not clearing your cache you can somehow magically embed an error in the invoice making it useless for the customer,, OR that by clearing my cache in another city i can magically fix a month old invoice as if its tied to me by a magic golden cord.lol

Stinks for all

Please can someone help with this.  As with all these people I have sent out invoices and customer are trying to pay.  They get the same non descript error message.

Can you please explain where I see the links to paypal - where I can change settings, what settings are needed for paypal to work properly.  I am not getting paid because this is not working.  The attachment was me sending an invoice to myself so that I could test this (sadly I should have done this prior to sending out a number of invoices).     I filled in credit card details and nope.... no matter what I tried I just kept getting the same message.   It looks as though it goes through - it contacts my bank where I have to verify the transaction - they says paid....and a few seconds later the bank errors and this comes up.    Please help to get this fixed.  Thanks.

Thanks for chiming in on this thread, TraceyI1.

The PayPal Beta integration has been discontinued. This means that your customer would have to pay using a check or bank transfer. 

If you have followed the troubleshooting steps shared previously, and still getting the same error, I'd recommend contacting our Customer Care Team. They can further investigate what's causing this error and help you resolve it.

Here's how:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and click the Contact a human button.
3. Select Live Chat / Call me back.

To learn more about QuickBooks Payments, you can read this article: Take and process payments with QuickBooks Payments.

In case you need help with other task in QuickBooks Online, you can visit our general help topics page for the articles and guides.

Please don't hesitate to reply on this thread again if you have other questions or concerns. We're always around to help. Take care!

@TraceyI1 

You need to have a 3rd party connector to put PayPal payment link on your invoices. Contact us in private and we will introduce you directly to the app developer.

Thank  you for answering and I will get in touch with the customer care team.   It does make me wonder why there is still the availability of the tick box to use Paypal on an invoice if it is discontinued ?     I am a very new customer - why hasnt that option been removed by now if it does not exist?

Thanks

Tracey

I do appreciate you for keeping us posted, Tracey.

The feature is still being rolled out to be removed as an option. You can follow the workaround and recommendation my colleagues provided. 

Feel free to use these links on how we take and process within QuickBooks Online: 

• Record invoice payments in QuickBooks Online
• Payment links in QuickBooks Online Payments

Always know the Community is ready to help. You can start a new post or mention me in this thread if you have other questions. Take care!

This issue is still ongoing!  Seems like a pretty critical function of QB...so why isn't it fixed?

I've checked our records and haven't seen any open cases, Bbarry. Let me share some information.

You'll want your client to perform the basic troubleshooting to fix this. Let them start with opening the invoice through a private browser. It will help them isolate the issue. These are the shortcut keys:

• Google Chrome: press Ctrl + Shift + N 
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If they can pay the invoice successfully using the private browsing session, they can go back to your regular browser and clear its cache.

Also, they can use a different browser to narrow down the issue. 

Feel free to let us know if you have other concerns. We'll be around to assist you. Take care!

There are countless reports on here of this error going back to 2019, and whenever anyone posts, someone from QB says "I've checked our records and haven't seen any open cases." What will it take for QB to address this bug? I have been trying to pay my lawn guy for 6 months to no avail. And since I'm not a QB customer, your support team just keeps telling me my lawn guy needs to contact support. What kind of way is this to run a business? You can search your own support site for "You can try again, or come back later and try connecting then" and can see hundreds of messages about this error.

We strive to provide excellent customer service and deliver customer satisfaction at all times, jonoesmith.

You've mentioned that you aren't a QuickBooks customer. If you've contacted our Live Support Team via chat or call, they won't be able to assist you. This is due to account verification and security purposes.

Here in the Community forum, we can't pull up an account. But, I can help provide an update about the error message when paying invoices online.

There's an open case and the status is still in progress. You can provide the INV-61430 (investigation number) to the lawn guy and ask them to contact our Live Support Team.

That way, our Support Team will add their account to the investigation and once it's fixed, we'll update them via email. Also, for us to address a bug to QuickBooks customers, our Product Team will create an investigation whenever there's an issue.

However, that depends on the number of affected QuickBooks companies. If only one customer is affected, we provide initial troubleshooting steps.

If we receive several reports, that's the time we recommend everyone to contact our Live Support Team. It's because we're unable to pull up an account here in the Community forum.

One of our representatives can provide instructions to your lawn guy about the issue and will for sure update you as well.

You can click the Reply button if you need additional information about the issue. I'll be right here to provide an update. Take care always!

Can you provide me a support link I can give my lawn guy?

Jonoesmith,

The only thing I've found that can reliably fix the problem and allow me to pay invoices is to do it from an incognito window in google chrome.  Clearing the browser cache should also work.

Regardless.  It should not be necessary.  QuickBooks should have fixed this years ago.  Processing a credit card payment should not require users to jump through hoops.  Every other online platform manages this without issue.

Jonoesmith,

The only thing I've found that can reliably fix the problem and allow me to pay invoices is to do it from an incognito window in google chrome.  Clearing the browser cache should also work.

Regardless.  It should not be necessary.  QuickBooks should have fixed this years ago.  Processing a credit card payment should not require users to jump through hoops.  Every other online platform manages this without issue.

I've tried Incognito in Chrome desktop and mobile, but no luck, as well as Safari and Edge. It's crazy that this has been discussed on here since 2019 and they have not solved it yet!

I have two clients that are having this same problem today. Is there anything that can be done to resolve?

Hi Brandon,

Thank you for joining in on the thread. I'll share an update about the investigation.

After checking, I found out that this ticket (INV-61430) was already resolved and closed. Your client can follow the browser troubleshooting steps that my colleague, Kristine Mae, shared above. They can also double-check the information they enter on the payment portal. It should be similar to their bank records so the payment will push through.

Alternatively, your client can pay you personally or use a different payment channel and just record their payment in QuickBooks.

I'm just right here if you have more questions about receiving credit card payments. I'll be happy to help you again.

Hi JessT,

I just find it weird that none of my clients have ever experienced this issue before and on the same day (yesterday) two separate clients received the same error. One client even tried making the payment from a different computer and then on her phone... same error. I don't think that's a coincidence and would associate it more to a processing issue on your end (no other credit card transactions have processed since yesterday). Please advise.

This isn't the kind of experience we want your clients to encounter when making payments, Brandon-Zoom. I appreciate all their efforts to get this issue resolved.

Let me make it up to you by making sure this error gets investigated.

I'd recommend getting in touch with our QuickBooks Support Team. They're equipped with tools to determine the cause of the error. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

Here's how to reach out to our support:

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter your concern in the Type something field, then click the send icon.
4. Click I still need a human.
5. Select Get help from a human.
6. You can either select the Chat with us or Have us call you option.

Please see our support hours to ensure that you'll be assisted on time.

Additionally, I've included these articles that'll help you record and manage your sales transactions in QuickBooks Online. This way, you can ensure your books are accurate:

• Sales and Customers
• Invoices and Payments

I appreciate your patience on this matter, Brandon-Zoom. Rest assured that we'll do our best to get this issue resolved. Keep safe always!

This issue has resurfaced.  Getting same error message as in 2020. I'm a customer, have cleared my cache, used different browsers, different devices, and still get error message to come back later.  I'm a customer and need to pay my bill.  Vendor using QB was alerted, but getting run around from his support contacts.

Thanks for sharing your sentiments in this conversation, @JCR5353. I understand we need to have this fixed quickly. 

At this point, I suggest you contact our Customer Care team to report this issue. That way, this will be raised to our engineers. 

Feel free to post again if you have additional questions. I'll be here to guide you more. 

Is anyone else still having this issue? I recently transitioned from QB Desktop to Online Plus and set up the new Merchant account. I had no issues receiving client ACH payments when I was in Desktop, but suddenly with QBO 50% of my clients can't use the link, but some payments are going through. I've contacted support 3 times and they closed my cases. From experimenting, I've noticed that credit card/debit card payments seem to work when the ACH doesn't. But we don't want to offer credit cards because the fees are way higher. And one time clearing my cache worked for me, but clients shouldn't have to mess with that. I have successfully received an ACH payment when I processed the e-check on my end for a client who couldn't do it on her end.

Why did this work in QB Desktop but not in QBO? I don't mean to be disrespectful, but this is clearly a QB issue. Please keep investigating. We are looking into other payment services.