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packmule1911
Level 1
 
5 Comments
JenoP
QuickBooks Team

Hi there, packmule1911.

 

Can you tell us what was the error message that your customers were getting when sending the payments? We just want to make sure that we give you the right information and steps to follow.

 

Please add a reply below to share more details. We'll look forward to it. Thanks. 

packmule1911
Level 1

No specific error, simply that there was an error, and direction to try again later.

packmule1911
Level 1

No specific error, just that an error occurred and to try again later. My merchant account is correct, QB payments is correct. I was told this was a known issue that was being worked on. I was supposed to be updated on a fix and wasn't. My customers still cannot pay their invoices. It is now the weekend, Support is closed, and my customers cannot pay me. That is a big problem.

DivinaMercy_N
QuickBooks Team

I know every penny counts when running a business, @packmule1911.

 

To isolate this issue, you can advise your customer to perform some browser troubleshooting steps. Sometimes, piled-up stored cache and cookies on your browser caused errors when doing QuickBooks Online (QBO) tasks. To fix this, let's start accessing your QBO account using an incognito window. Private mode prevents storing cache and web history to avoid issues when running websites. Below are the shortcut keys you can use: 

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

 

Once signed in, process the credit card payment again. If this works, you have to clear your browser's cache to have a clean slate. If not, I suggest running your QBO account using another supported browser.

 

If you still experience the same thing, it's best to consult our Merchant Service support team. They have tools to pull up your customer's account in a secure place and investigate what's preventing them to pay using their credit card. To do this, please follow the steps in this article: Contact Payments or Point of Sale Support.

 

If you're looking for resources or articles you can bookmark or save for future use, you can always visit our QuickBooks Help articles page. You can manually search via entering a keyword on the search field or open any of the categories displayed to start browsing.

 

Please know that I'm always here if you have further concerns about processing credit card payments QBO. I'd be happy to lend you a hand. More power to your business. 

packmule1911
Level 1
Spoiler
Payment functionality appears to be working again. Thank you.
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