I'm here to help you sort this out, juned.
How the invoice is sent will determine the options available for accepting customer payments. If the Online invoicing isn't enabled, we'll have to turn this feature on, here's how:
If it's already turned on but the issue persists, let's perform basic troubleshooting steps to resolve this. This could be a browser-related issue. The stored cache can affect the performance of QuickBooks Online that can cause unexpected behavior.
To begin, I suggest logging in to your QuickBooks Online account via a private window. This doesn't use the existing cache files, which makes it a good place to determine if there's an issue with the browser.
Here are the keyboard shortcuts:
After signing in, go to the Invoice page again. If the Razorpay option shows, let's clear the cache of your browser. This helps remove its stored cache so QuickBooks will perform efficiently.
If private browsing doesn't work, I recommend using different browsers. They'll provide you the best and most secure experience with QuickBooks. For more details, see this article: System Requirements For QuickBooks Online.
For more details about receiving online payments on your invoices using Razorpay, I suggest checking this article: Payment Enabled Invoices—Razorpay.
Additionally, I've included an article that'll help you receive and record the invoice payments. This is to ensure all the payments are tracked accurately within QuickBooks: Record Invoice Payments.
It's my pleasure to assist you. If you have other questions or concerns, I encourage sharing the details with us. This way, we'll be able to help you out.
Online invoicing is enabled on my account and it still did not fix the issue.
I tried multiple browsers and incognito window in each browser and the problem still persist. Razorpay option has disappeared from the invoices completely.
The customers are now complaining that they are unable to make payments for their invoices like they use to before.
Please request to escalate this issue and help us resolve this ASAP.
Thanks for bringing this one to our attention, juned.
I appreciate you for performing the troubleshooting steps provided by my colleague. I've checked here on our end and there's no reported case where the Razorpay option has disappeared from the invoices. Once you enabled Razorpay, QuickBooks lets you receive online payments on your invoices.
In this case, it would be best to contact our Customer Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. You may send a message via chat by following the steps below:
Visit our QBO Help Article page to learn more about running your business in your account.
The Community will always have your back if you need anything else in QBO. Assistance is just one click away. Have a great weekend.