My payment option is active, but my customer can’t pay through QuickBooks

Hello there, @chefkellyw.

I'm here to ensure that your customer can pay you through QuickBooks.

I'd  like to know if you've received an error when sending the transaction to your customer? This will help me identify what is the best workaround I can provide to you. 

To get this resolved right away,  I'd suggest contacting our Merchant Support Team to verify your account status for online payments. Here's how:

1. Go to ? Help, enter Speak to a human in the text box.
2. Enter your concern in the box such as, "My customer wasn't able to pay through QuickBooks" or "I'd like to know my account status in Intuit Merchants Services."
3. Choose the option I still need a human.
4. Select Contact us.
5. Choose how you want to be assisted if it's either through messaging or a callback.
6. Follow the on-screen instruction and confirm the request for assistance.

For now, you'll want to make your customer pay manually or through ACH. 

I've added a reference page that will give you more insights about handling payments in QuickBooks: QuickBooks Payments FAQ.

You may consider reading this interesting article you can use in the future in case you want to beautify your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

You can always reach back to us if you have any additional questions or concerns. I'm here to help in any way that I can. Take care!

We have had this issue for a month at least.  Multiple calls to QB.  They even had us send in a bank letter, which we did.  We have heard ALL the excuses, shared my screen, etc. to no avail.  
Now they say they are sending it to the “back end” for resolution.  And to wait……