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Level 1

Does anyone else have the problem of a small number of customers that are not able to make payments via the online link sent from email invoicing.

 
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Best answer 12-04-2019

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QuickBooks Team

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Let me clarify things out, Pete_Mc.

 

I've received a report that some customers are unable to make payments online in Internet Explorer 11. And, there's an investigation about this.

 

Let's make sure they're using other supported browsers. By doing so, they can pay their invoices. Please refer to this article: System requirements for QuickBooks Online, QuickBooks Online Accountant, and QuickBooks Self-Employe... to know what computer and browser to use when paying invoices.

 

Also, AntiVirus or Corp won't affect the payment link from going through.

 

If they're getting the same results, I suggest contacting our QuickBooks Online Technical Team. By doing so, they can check and investigate this further. You can also ask them to add your account to the investigation (INV-38337). This way, you'll be able to receive an update via email while our Engineering Team is working to fix this issue.

 

Here's how to get in touch with them:

  1. Select Help (?) at the top right.
  2. Select Contact Us to connect with a live support agent.

Should you have follow-up questions, don't hesitate to leave a comment below. I'd be glad to help you out.

 

View solution in original post

6 Comments
Level 7

Re: Does anyone else have the problem of a small number of customers that are not able to make payments via the online link sent from email invoicing.

Do they have AntiVirus or Corp. IT Policies that prevent the link from going through?

QuickBooks Team

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Hi there, @cleangreen1403.

 

To isolate this issue, let's try to resend the invoice to your customers and let them pay the new one. Let me guide you how.

 

In your QuickBooks Online (QBO):

  1. Go to the Sales menu.
  2. Select the Customers tab.
  3. Locate the name of the affected customers, then go to the Transaction Lists tab.
  4. Open the specific invoice and click Save and send.

I've added this great article for additional reference: How to let Customers pay their Invoices Online.

 

If the issue persists, I suggest reaching out to our merchant support team. They have the tools to check your account and further investigate why some customers are unable to pay the invoice via the online link.

 

Also, here's an article you can read for reference in customizing your invoice: Customize your Invoices, Estimates, and Sales Receipts in QuickBooks Online.

 

Please know I'll be around if you need further help.

Level 7

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Question is NOT HOW to do it but WHY SOME customers cannot click on the link and pay....

 

Does Support have any Known Issues on why this may be happening with only some of @cleangreen1403 customers?

QuickBooks Team

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Hello, Pete_Mc.

 

Allow me to join in the conversation and share some insights about why your customers cannot click on the link from the email invoice.

 

I've checked our resources and there is no issue with the payment link attached to the invoice. Your customers may experience some unexpected behavior due to browser issues. 

 

As an alternative, I suggest to copy the link and paste it in private/incognito mode. This private window prevents your browser from storing additional cache files that may be causing the issue.

 

Check below for the keyboard shortcuts based on the browser they're using:

 

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Internet Explorer: Ctrl + Shift + P
Safari: Command + Shift + N

 

If it works, then your customer can delete cache and temporary internet files in your regular browser. This will help to clear any issues stored on their browser.

 

If your customer getting the same error after performing the solution above, I recommend contacting our Customer Support Team. Agents will investigate further why your customer unable to pay the invoice.

 

Here's how:

 

1. Go to https://help.quickbooks.intuit.com/en_US/contact.
2. At the top right, select your QuickBooks version.
3. Select a topic.
4. Click on the Get Phone Number or Start a Message button.

 

You may check this article for future reference in case you want to learn more on designing your invoice in QuickBooks Online: Customize your invoice emails.

 

Thanks for your patience. If you need further assistance with the workaround, just let me know. I'm here whenever you need more help.

Level 7

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Hi ShallyMarR, 

 

It's not my question.....   You need to start at the top.

Highlighted
QuickBooks Team

Re: Does anyone else have the problem of a small number of customers that are not able to make pa...

Let me clarify things out, Pete_Mc.

 

I've received a report that some customers are unable to make payments online in Internet Explorer 11. And, there's an investigation about this.

 

Let's make sure they're using other supported browsers. By doing so, they can pay their invoices. Please refer to this article: System requirements for QuickBooks Online, QuickBooks Online Accountant, and QuickBooks Self-Employe... to know what computer and browser to use when paying invoices.

 

Also, AntiVirus or Corp won't affect the payment link from going through.

 

If they're getting the same results, I suggest contacting our QuickBooks Online Technical Team. By doing so, they can check and investigate this further. You can also ask them to add your account to the investigation (INV-38337). This way, you'll be able to receive an update via email while our Engineering Team is working to fix this issue.

 

Here's how to get in touch with them:

  1. Select Help (?) at the top right.
  2. Select Contact Us to connect with a live support agent.

Should you have follow-up questions, don't hesitate to leave a comment below. I'd be glad to help you out.

 

View solution in original post

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