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skasoff
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

 
9 Comments 9
YvetteVelarde
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff Thank you for joining our community.

 

I would like a little more detail on what your customers experience. Are they missing the pay now link? Do they see an error when opening the invoice or processing their credit card?

skasoff
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

The button is different and says save or print invoice - its gray .....not green and there is no "pay now " anymore for many of them.  Often it goes to a place that says - you will need to contact the business to pay "

 

 

I have been able to resend some of them as I now notice that the boxes of accepting credit card etc on the top of the invoices are suddenly  no longer checked when invoice is generated and sent.   Not sure why all of the sudden I have to go above and check the boxes for each invoice when this has been automatic fort last few years and I'm  not entirely sure it even even solves the problem   

YvetteVelarde
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff Thank you for that information. 

 

It sounds like there may have been a manual payment previously received for those customers and the "Process Payment" box may have been left unchecked.

 

QuickBooks is designed to remember settings placed. Sometimes customer payments need to be recorded against an invoice but not processed, when this happens the "Process Payment" box is left clear to prevent electronic money movement.

 

Subsequent invoices will not be enabled to take credit card/ACH payments unless that box is checked.  You did the right thing by re-sending the invoices with credit card processing enabled. You should not run into this problem again unless settings are changed.

 

Let me know if this helps.

skasoff
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

None of the customers have done a manual pay- many use Apple Pay and the problem started all of the sudden for everyone.  It still says - "save or print" for all in gray and no green pay now button.  Some have been able to hit the save or print buttoned eventually pay and some have not.  This has taken a ton of time to work on with all of the emails and resending of invoices and clients still having difficulty.  This is definitely a glitch in something so please advise . Are others having same issue ? 

YvetteVelarde
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

@skasoff The issue you're experiencing hasn't been reported. My advice would be to contact support to do some troubleshooting with your QuickBooks account.

 

This link will take you to the payments support page, where you can select your service and the proper contact channel: Contact Support

 

Let me know if you need additional help.
 

usercantrellsouthern
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

I’m having the exact same issue.  My customers are getting the invoice without a green pay now button.  This has happened in the past.  No president for my customers to have a problem with quickbooks.  If my customers are having problems with quickbooks so am I.  Quickbooks, fix it permanently or I’m out.  I’ve had to apologize repeatedly for this inconvenience.  This is not acceptable Quickbooks.  Fix it permanently and now…

usercantrellsouthern
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

I’m having the exact same issue.  My customers are getting the invoice without a green pay now button.  This has happened in the past.  No presidence for my customers to have a problem with quickbooks.  If my customers are having problems with quickbooks so am I.  Quickbooks, fix it permanently or I’m out.  I’ve had to

Jen_D
Moderator

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

Thanks for sharing your concern with us, @usercantrellsouthern.

 

I want to make sure you're able to get this sorted out. Let's try some basic troubleshooting to resolve this hitch. Unexpected behaviors can be brought about by problems in the web pages. To check if this issue is caused by the data in the cache, have them open the invoice in a private browser and see if it's showing the same behavior.

 

Privat browsing prevents cookies from being stored on the computer, making it a great place to identify browser problems. Use any of these keyboard shortcuts depending on the browser you're using:

 

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

 

If it works, clear the browser's cache to remove the history or log files so you can start with a clean slate.

 

If it doesn't work, I do recommend contacting our Support Team this time to get the issue reported to our engineers. You can request a representative to create a case ID for you and have them escalate this problem to our Technical Team.

 

To get a hold of a representative to check your account, follow these steps:

 

  1. Go to the Help menu then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.
  6. Enter you account contact information then press Get a chat.
  7. When using this option, make sure to enable op-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after.

 

Reach out to us during our operations hours. You will see it here: Support hours and type.

 

Post again if you have other concerns with QuickBooks invoicing. I'll be right here to help anytime. Have a wonderful day!

skasoff
Level 1

May people and clients are complaining they cannot pay their invoices ? Anyone else having the same problem !

Thank you ! The above worked.  Before sending invoice out  there’s choices at the top and can change to green and slide over   Thank you 

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