Question

Why is my customer getting the following error when paying an invoice? "You can try again, or come back later and try connecting then"

Forum|Forum|5 years ago
April 30, 2021
6 replies
19 views

No text available

QuickBooks Online

M

Mark_R

Moderator

Thank you for posting here in the Community, @dan58.

We currently have an ongoing issue where customers are receiving an error when accepting credit card payments from their clients. Rest assured that our engineers are diligently working on a fix.

As a workaround, you can consider making an internal agreement with your customer to pay their invoices via electronic transfer, cheque, or cash.

To ensure you'll get an update about the resolution status, I recommend contacting our QuickBooks Support Team. This way, they can add your company to the list of affected users and provide this investigation number for easy tracking: INV-56885. To reach our support team, please follow the steps below:

Sign in to your QuickBooks Online account.
Click the Help button.
In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
Hit Contact Us.

You can also check out this link for another way of reaching out to our support team and its support hours: QuickBooks Online Support.

For now, you can visit our blog site so you'll be able to get the latest news about QuickBooks and what our Product Care Team is working on.

Thank you for your patience while we're working on this. If you have any other questions, feel free to comment below. Have a great day.

D

dan58Author

It's not just credit cards, electronic transfers are not working either. I wonder how quickly the leadership at QuickBooks would be working if they weren't getting paid? It's been a week for me.

C

carie1

I'm having the same issue. My customer has tried 3 different credit cards.

QB Customer Service says the issue is resolved.

I am still getting the same error

ERROR: You can try again, or come back later and try connecting.

INV-56885

I've done everything the CSR has offered to resolve the issue. Nothing has worked.

Please advise.

C

Candice14

Level 8

Good afternoon, @carie1.

I hope you're having a great day so far. Let me help you get in the right direction to get this problem resolved as soon as possible.

To receive the best fix to your problem, I recommend contacting our Customer Support Team again. I do see that the investigation is closed. However, they can review your account and escalate the issue if need be. Here's how:

Go to the Help (Question mark) icon.
Click the Contact Us button.
Give a brief description and hit Let's Talk.
Scroll down and choose to Get a callback.

It's that easy.

Please inform me of how the phone call goes. If you have any other questions or concerns, feel free to ask. Take care!

C

carie1

Customer Service Reps say to contact Payments, payment dept is a recording.

I've done everything the CSR have suggested, nothing is working

We have a customer wanting to pay his over $7000.00 invoice.

We are a small business and just like everyone, we need our money.

INV-56885

K

kookie-monster

Hello, I just linked up my accounts to allow customers to pay straight from their quickbooks online invoice via credit card or bank transfer. It worked great with the first customer. The second customer received an error. They attempted 4 times and continued to get the error. I read and understand that the customer may have blockers or catche that needs to be cleared up. I just want to make sure that my side of the invoice or account set up is not causing the issue. How do I verify?

As far as the customers side, I simply cannot give technical guidance to every customer that may have an issue so hopefully quickbooks engineering will have a solution for that.

R

ReymondO

Moderator

Thanks for reaching out in the QuickBooks Community page, @kookie-monster.

You can check your QuickBooks Payments account setup to verify if it's causing the issue. Here's how:

Click the Gear icon and select Account and settings.
Go to the Payments section.
Review your information and make sure that everything that was set up is correct.

Moreover, there is a limitation on how much your client could pay you in a day or a month. This might be the reason why they're unable to pay you via online payment. To check your daily limits, reach out to our customer support.

For more troubleshooting steps, check out this article: What to do if customers can't pay their invoices online.

You can also share with us the exact error message your customers are getting when paying online. In the meantime, follow the suggested steps I shared above to fix the issue.

Let me know if you have any other QuickBooks-related concerns. I'll be here to assist you further. Have a good one.

M

motheroffire

Also having this issue. Quickbooks support tells me it's a PayPal issue and they've restricted payments. PayPal have no idea what Quickbooks are talking about. This is embarrassing.

C

Charies_M

Level 9

Thanks for keeping us posted, motheroffire.

All the possible troubleshooting steps were already shared by the previous representatives above. If you've tried those to no avail, I suggest contacting our QuickBooks Support. I understand that you've already reached us for the same issue. However, this case requires a more in-depth investigation from our technical support. They can look into your account in a secure environment and verify the settings of your QuickBooks Payment account.

Here's how to contact us:

Go to the Help menu at the upper right.
Select Contact Us.
Enter your concern.
Click Let’s talk.
Choose Get a callback.
Type in your contact info.
Select Confirm my call.

You can check out this article for our most updated contact information: Support hours and types.

You'll want to check out our Help Articles to help you with the tasks and tips when using QBO.

I'm looking forward to hearing this being resolved. Let me know if you have other concerns and I'm always here to help. Wishing you a good one.

S

SunriseSecurity

I’ve been getting the same error when clients try to pay the invoice online. Everything is on settings and have been assisted by QB technical support. Was told they will contact me after investigating the issue. I was told that on two different occasions and still no fix. I am currently waiting to hear back from technical support, but with the previous support, they will probably close the case after two weeks and not contact me. This seems to be an ongoing issue based on this thread. It’s impossible to process card payments and creates additional time for cash flow due to checks being the only way to process payments. I will have to look for alternatives to QB soon like Xero or Freshbooks if the problem isn’t solved soon.

ACECORP

Any update on Case # [removed]and the investigation regarding not being able to save credit card information or process payments due to the error message "Did you enter the information correctly?"

I also cannot process any customer payments due to the same error.

This is a real problem.

No credit card will save. Not even the same card I use to pay my quickbooks subscription and customers cannot even pay their invoices because every credit card is declined even though customers use the card fine with other vendors before and after trying to pay my invoice but getting declined error.

Screen shots showing the problem are shown below.

No invoice will pay, no credit card works, no customer can pay. This has been broken since 8am this morning and we take payment around the clock.

C

ChristineJoieR

QuickBooks Team

Hello, @ACECORP.

I can see how this affects your workflow today. I'm here to bring you in the right direction to be able to resolve this issue you've currently encountered while paying invoices QuickBooks Online.

Our engineers are currently working on the fix internally for this issue. Since we cannot provide an exact timeline for the resolution, we can contact our support team to get an update. We can check our support hours to ensure that you reach us anytime at your convenience.

Here’s how to get in touch with our representatives:

Log in to your QuickBooks Online account.
Click the Help button at the top right corner.
Go to the Search tab, then select Contact Us.
Enter a brief discussion with your concern, then click Continue.
Choose a way to connect with us: Ask the community, Start a chat or Get a callback.

For more hints about handling your invoices in QBO, you can open this article: Record invoice payments in QuickBooks Online.

I'm also adding this article with managing a customer list: Manage your customer list. It includes detailed steps to create a sub-customer.

Fill me in if you want to track your sales in the Report tab. I assure you, you'll get the best picture of your business. God bless you.

L

LonghornFanatic

It's 2024 and this error continues - I'm a payer using ACH...tried clearing all cache for every browser (Edge, Chrome, Firefox) and still cannot get my payment to go through! The only way it processes if I pay from my phone. Worked fine until about 3 weeks ago - does anyone monitor this??

P

PipC

One of my customers having the same issue today. What should I advise them?

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