Is there a quick way to identify those customers setup on Autopay?  This will allow us to double check all and contact those we need to. 

Hey there, @AmyPV. 

Thanks for chiming in on this thread for the first time. I'd be more than happy to provide you with an answer to your question about finding a quick way to identify these customers that are set up on Autopay. 

I can see how beneficial this could be for your business. However, there isn't a quicker way to identify your customers that are set up on Autopay. 

Review this guide about Autopay will help you find the information you need: Set up Autopay for recurring invoices in QuickBooks Online. 

I hope this helps answer your question. I'm only a post away if you need me again. Have a wonderful day! 

I have called the help desk on two occasions, and they are no help. When I create an invoice, go to save and close, it automatically goes to paid invoice. This is keeping me from getting paid from my clients and customers. It was working fine until QuickBooks did an update a month or five weeks ago and this started. How can I get help from your tech. people?

We acknowledge the need to get this issue resolved, @Wimberly05.

QuickBooks Online automatically applies the customer's existing payment from the previous transaction to their new invoice. That explains why your newly created Invoice gets marked as paid. 

First, we can turn off the Automatically apply credits. Here's how:

1. Go to the Settings ⚙.
2. Choose Accounts and Settings. 
3. On the Advanced tab, select Automation.
4. Under Automation, toggle off the Automatically apply credits.
5. Then, Save. 

Next, delete the payment linking between the Invoice and the existing payment. Here's how: 

1. On the left navigation panel, click Sales. 
2. Under Invoices, select the specific Invoice transaction (the one that gets paid automatically). 
3. Click Edit.
4. Hit the "1 payment made.." and then, the date.
5. At the More menu, select Delete.
6. Then, Yes to confirm. 

Now that the Invoice isn't marked as paid anymore you can send it to your customer already. 

Normally, these steps are expected to work but it the issue persists it would be best to contact QuickBooks Online Support.

You can also check these articles for more insights:

• Create and apply credit memos or delayed credits in QuickBooks Online
• Send invoice reminders automatically or manually in QuickBooks Online

Feel free to visit the Community again if you have further queries. We are happy to help. Keep safe and have an amazing day. 

We also experiencing the same issue.  It's delaying receiving payments and frustrating our customers.  When will this be resolved.

Hello, aoconnorvs! We understand how frustrating it can be when payments are delayed and how it can impact your business operations. We want to assure you that we're here to help and committed to making sure you don't experience any inconvenience.

May we ask if you have received any emails regarding the delay in receiving payments? Usually, when there's an issue with payments, we send an email notification to keep you informed. If you haven't received any notification, we highly recommend contacting our Live Support Team so that they can investigate the matter and provide you with comprehensive information on why there's a delay in receiving customer payments. Please click on the following link to view our support hours and get in touch with us: Payments Support.

If you wish to learn more about payment processing fees, read these articles that you may find helpful:

• What are the fees for QuickBooks Payments?
• Understand Intuit charges on your credit card or bank statement

We also have an article that covers frequently asked questions about Merchant Services. It contains a list of frequently asked questions, covering topics such as funding status and managing your payments account: QuickBooks Payments FAQ.

Please keep me updated if you need further assistance with managing your payments. Feel free to return to this thread if you have any other QuickBooks-related concerns. We're here to provide you with the support you need every step of the way.

I see the intuit email "Unpaid invoices on your QuickBooks account" received 10/20. It states to request reprocessing of the payment from customers. I don't see mentioned however, the following detail. 

For recurring invoices with autopay turned on, if the customer does not reprocess the payment from this month (between 9/15 and 10/6), will future auto-payments go ahead as scheduled? So this month's would be skipped, but when the invoice for November is created, is their autopay still set up for future payments? Or do we need to have them re-set-up autopay in order for those future transactions to go through? Another way to ask would be, were all autopayments cancelled during the outage? 

I'm to share some details about how autopay works, Kwindie.

If an autopay isn't processed in the previous month, it'll continue to work for the next following schedule automatically. It'll only stop applying once an autopay is canceled or if you've made some changes to the recurring template:

• Total amount
• Frequency
• Terms
• Payment options
• Email address
• Customer name

Your customer will receive a cancelation email for future Autopay transactions.

Regarding the outage, it'll not cancel your autopayments once it's resolved and will continue in your future transactions. Though there are some instances that the system may affect the entries, I'd suggest reviewing them to ensure the autopay is still turned on. Here's how:

1. Go to Sales, then Invoices.
2. Find the invoice you wish to check for payment status. 
3. Select the status field of that invoice line to bring up the activity tracker panel.

When you see the Autopay Scheduled status under the invoice activity section, then you know your customer setup Autopay.

For more details, please see this article: Set up Automatic Payments for Recurring Invoices.

You can also get more tips about online payments from these articles:

• Take and process payments in QuickBooks Online with QuickBooks Payments
• Find out when QuickBooks Payments deposits customer payments

Let me know if you have follow-up questions about autopayments. I'll be right here to help. Have a good one!

Hello,

We reported few months ago about autopay issue: Customer is on auto-pay, then they cancel it (for any reason), then they want to set it up again and they can't. There is no option to see the autopay again after a customer cancelled it.

I just got off the phone with the customer services and they said this issue is still being investigated.

Can someone from product/dev team provide a timeline for this issue to be fixed? 

Thanks!

Ariel.

I can see the urgency of resolving your concern about setting up autopay in QuickBooks Online (QBO), 4860. This way, payments from customers will be processed automatically.

The support you spoke with is correct about the ongoing investigation for autopay features. Please know that our engineers are currently working on this to sort it out as quickly as possible. Since they are working on this internally, please know that we cannot provide a turnaround time regarding their efforts.

On the other hand, since you have already contacted them, you'll be added to the list of affected users and will receive their progress via email. Once resolved, you can refer to this article for complete guidelines for setting up autopay: Set up Autopay for recurring invoices in QuickBooks Online.

I appreciate you for being patient while we work to fix this issue. We know it's causing inconvenience, but please know we're doing everything we can to resolve it as soon as possible. Take care!

This thread says it's a "high priority" for Quickbooks to fix autopay setup for clients. But it's now A YEAR LATER and it still doesn't work. Why? Half of the instructions pages Quickbooks has online are out of date, the functionality advertised for Locations after you upgrade to Plus does not work, and autopay setup does not work. The QB support people are baffled and can't figure these things out either. 

I recognize how frustrating this situation could be, as this impacts your business operations, @lpblue . Allow me to add ways and route you to the best support to address this effectively.

Have you encountered a specific issue while accessing the location feature? It would help us if you could provide additional details to narrow down the root cause of this concern.

The Tracking location is available for both Plus and Advance users. You can refer to the setup and use the location tracking guide for detailed instructions to configure it correctly to enable functionality.

For autopay, QuickBooks Online's Autopay lets customers(payors) make payments for recurring invoices automatically if the QuickBooks Payments account is connected and activated, then ensure to set up autopay correctly by following this article: Set up Autopay for recurring invoices.

If you've followed all the steps and the issue persists, I recommend contacting our Technical Support team. They can utilize screen sharing to conduct a thorough investigation and find you a fix in a secure environment.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Go to Help.
3. Select the Search tab, then choose Contact Us.
4. Type in your issue or concern in the field.
5. Hit Continue.
6. Click the Chat or Callback option.

Our support hours for Plus, Essentials, and Simple Start are Monday-Friday, 6 AM to 6 PM PT, and Saturday, 6 AM to 3 PM PT, Advanced, any time, any day.

Moreover, check this article to help you create personalized sales forms inside the program: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Keep me posted if you have other questions about handing over invoices and payments. I'll find ways to find a fix. Stay safe.

Yes I know it is supposed to work like that. It does not. I've set up autopay years ago just fine so I know how it is supposed to work. There is no autopay option appearing on the client's view. According to QB support for my open ticket this is a known issue but I see that it's been reported for a year and is still not fixed.

We are still facing the same issue. A client had auto-pay, then they cancelled it, and since then they cannot set up their autopay again. Quickbooks said they fixed it, but they didn't. Every time I call customer service they said it will be fixed next month... The next month comes, and same issue, the client cannot set up their auto-pay. Very frustrating.

Ariel. 

We recognize the time and effort you put into contacting our support team about the investigation, 4860. I’d like to clarify why your clients are still unable to set up the Autopay function.

We received similar cases where customers didn't have the option to set up the Autopay feature. I know that you've reached out to our QuickBooks Online (QBO) Care Team about this issue. I still recommend contacting them again so they can gather additional data to investigate this further. 

Here's how to contact us:

1. Navigate to the Help icon in the upper right of your company to display the support window.
2. Go to the Search tab, and enter a brief description of your concern in the field box.
3. Click the Contact Us button to view the support options.
4. Select Chat to initiate a conversation and Callback to speak with an agent.

Once the issue is resolved, browse this article for detailed instructions to configure the Autopay feature: Set up Autopay for recurring invoices in QuickBooks Online.

Take a look at these articles for insights on automating credit card payments with a recurring sales receipt and creating recurring transactions:

• Set up a recurring sales receipt in QuickBooks Online
• Recurring transactions in QuickBooks Online
  
  

Don't hesitate to visit the Community for other product-related concerns or questions about managing customer payments. The Community is always ready to provide the support you need.

Quickbooks keeps sending instructions about how to set up autopay, as if we haven't been looking at that for the last year. We know how to set them up. It does not work. This is a major inconvenience when you're running an agency with a lot of clients. When will it be fixed? When?