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Hi there, carol.
I've got troubleshooting steps to ensure the invoice issued from QuickBooks arrives on the recipient's end with a payment link.
To begin, I recommend sending a dummy invoice to your email to verify if you can see a payment link or a pay now option on your end. This is done to see if you experience the same issue with the receiver of the transaction.
If you encounter the same case, you need to review the Invoice Online payments setup in QBO and make sure that the specific method is checked or enabled. This could be the reason why the payment link on the invoices has gone.
Here's how:
- In your company, press the Gear icon and choose Account and settings under Your Company.
- Navigate to the Sales menu on the left panel and click the Pencil icon for Invoice payments.
- Tick the boxes for a particular payment method.
- Click Save and Done.
You may also perform the process manually each time you create or send an invoice. I've included screenshots below for visual reference.
However, if you did not experience the same issue as the receiver of the emailed invoice, your customer needs to open the sent entry in a private browser. This is to rule out the possibility of a webpage issue, and incognito doesn't store local files or cache.
Your customer can use these keyboard shortcuts based on the browser you're using:
- For Firefox or Microsoft Edge, press Ctrl + Shift + P.
- For Chrome, press Ctrl + Shift + N.
- For Safari, hold down Command + Shift + N.
If it works in incognito, your customer needs to clear the cache of the regular browser. This deletes the history or log of sites to start with a clean slate. If the steps above don't work, use another supported browser as an alternative.
In case you need steps on how you can manage the status of your sales transactions like open and paid invoices in QBO, you can read this article: View sales transactions in QuickBooks Online.
If you still have questions about invoices and other payment concerns, you can leave a comment below. I’ll be glad to answer them for you, carol. Have a good one.
