Question

View and Pay Now link unavailable

Forum|Forum|6 years ago
March 28, 2020
10 replies
0 views

I just recently added merchant services through Quickbooks to allow my customers to pay via emailed invoices. I sent my first batch of 216 emails containing 430+ invoices and statements. All customers had the online payments setup in their accounts. I tested a few emails to myself before I sent off the 216. After sending the 216 emails almost all of them show the View and Pay Now linke as "Link Unavailable" in the emails. One customer had two invoices, one with the link and the other without.

I spent 2 hours with tech support and all they could say was make sure the customers use Google Chrome. I don't see how a customers's web browser would have any impact on Quickbooks generating an email with a link to my merchant services. It seems like Quickbooks couldn't handle the amount of emails that it generated. I may have to go into each invoice and select the email later options and resend them one at a time. HAS ANYONE HAD THIS PROBLEM. ANY SOLUTIONS WOULD BE GREATLY APPRECIATED....

QuickBooks Desktop

LucasMicromatis

Hi @kriskaza,

I'd like to see if we can get to the bottom of this issue with you. Could you possibly send a screenshot showing what your customers (who don't see the link) are seeing? That will help us go forward.

Thanks,

Lucas

W

Worm_Return

I am having this same issue! I have spent about 3 hours on the phone with support. The first time, the agent couldn’t help me. The second time, the agent determined my invoices were corrupted, so I needed to delete and regenerate the invoices. That seemed to work! However, when I sent out invoices yesterday, the View and Pay link was missing. Tried deleting and resending the email and the View and Pay link was still missing!

Called customer service and the agent told me I needed a support package to address the issue as this is not covered under free support! How is a glitch in your software not covered under support?

I have attached a screenshot of what the invoices look like in response to the admin request on this original post.

Rose-A

Let's get the View and Pay Now button display on your emailed invoices, Worm_Return.

Verifying and rebuilding your data is a good start when it comes to fixing transaction-related issues in QuickBooks Desktop.

To Verify Data:

Choose Window at the top, then Close All.
Choose File.
Hit on Utilities.
Click Verify Data.

To Rebuild Data:

Choose File.
Click on Utilities.
Hit Rebuild Data.
You will receive a warning message to backup your company file, press OK.
Click OK when you get the message "Rebuild has completed".

After that, you can send an invoice to your email and see if the option to View and Pay Now button is there.

However, if the problem persists, I'd suggest getting in touch with our QuickBooks Desktop Support. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

Regarding the support package, there are certain issues that are free of charge regardless of the product. You can go through this article: Intuit QuickBooks Desktop & Point-of-Sale software support policies. This will give you more information about issues that don't have any associated fees.

Please get back to me if you have any other concerns. I'll be around to help you out.

T

thetaxlady

I have tried all of these! Nothing works. What can I do now?

G

greenT E C H

i have the same problem..... from my 20 years experience with intuit it may or may not get fixed when every THEY decide its a problem.

i was so exited that QB desktop had this feature of sending reminder emails to customers for past due invoices....but whats the point if they cant pay them since there's no link....and then customers reach out and say, can you send me a link....

two steps forewords one step backwords

T

Travis14

Did you ever get this solved? I have had this problem for over 2 years and none of the people at Intuit seem to have a clue what to do. And rebuilding the database didn't work. I recently upgraded to QB 2021 hoping the new install would fix the problem....NOPE.

G

GlinetteC

I understand that you've been through a lot already, Travis14. I can help you get to the bottom of this so you can get back to business.

Since you've mentioned that you've upgraded to QB 2021, you also have to make sure you've set up payments in QBDT 2021. You need to turn on payments in QBDT so that an online payment option will be available. This way, your customers can pay their invoices online using a credit card or ACH bank transfer.

Here are the steps:

From the Customers menu select Create Invoices.
Select Turn on under Your customer can’t pay this invoice online.
On the Change Invoice Options window, choose the appropriate method.
Complete the information on the Create Invoices window.
Press the Email option.

The steps should help you get the Pay Now link available in no time!

I have added some resources you can use that provide more information about E-invoicing in QBDT as well as the signing up process for payments:

I'm always here if you have any other payment concerns.

S

StephMPC

I am having this same issue. There doesn't seem to be any reason why some links function and others say 'link unavailable'. Did you ever get your problem resolved? Any suggestions?

MichelleBh

Hello, @StephMPC.

It's my pleasure to help you figure this out. Thus, you can use the link seamlessly in QuickBooks Desktop (QBDT).

Here are some things you can check to ensure the link is accessible.

A. QBDT is in the latest release. Simply press F2 to see the version you've currently used. See the sample screenshot below for your reference.

If it's not updated, here's how to update it:

Go to the Help menu and select Update QuickBooks Desktop.
Click the Update Now button.
Tap Get Updates to start the download.
Restart the computer and install the latest version.

You may refer to this article: Update QuickBooks Desktop to the latest release.

B. The QB Payments is successfully set up. To review the settings, please go to the Edit menu then choose References, and click Company Preferences under Payments.

Once confirmed and the issue persists, I'd recommend doing the following troubleshooting steps to get rid of the problem.

Run the Verify and Rebuild tool. This tool scans your company file for issues and fixes them right away. You can follow the steps outlined by Rose-A above.
Use QuickBooks File Doctor to fix some company issues like link unavailable.
Verify damage transaction link.

If the issue keeps going, I'd advise you to reach out to our Technical Support. They have tools capable of pulling up your account in a secure environment and send a ticket to our engineers for review.

Here's how:

Go to this QBDT help link.
Select your product and click Continue.
Enter your concern in the box and tap Continue.
Choose either Chat with us or Have us call you.
Follow the on-screen instructions.

Please check our support hours to know their availability.

You may also check out this article on how to fix some data damage errors you might encounter in QBDT: Top data damage errors in QuickBooks Desktop.

Let me know how the call goes and if you have follow-up questions. I'm glad to help. Keep safe.

S

StephMPC

Hi MichelleBh. I already did all of the above steps and contacted customer support. After several phone calls and many hours, they are unfortunately no closer to finding out why some of the 'view and pay invoice' links function and some say 'link unavailable'. The last customer support agent I talked to said they are still working to try to find a resolution.

Additionally, he mentioned that QB will look into this issue to see if it is a problem other users are experiencing. If that is the case, and the problem is widespread enough, QB will put a team on trying to find a solution. From reading the above posts, it looks as though this has been an ongoing, unresolved issue for other users so I hope QB will soon find an answer. That being said, if any users out there are reading this post because you have experienced the same problem, I encourage you to reach out to support to let them know they need to resolve this error for everyone.

I will keep you posted if QB is able to solve this for me. :-)

J

JohnNational

Same problem here. Very frustrating. Not 100% of customers, it seems, but significant number getting "Link Unavailable". I do not want to collect payment over the phone due to time and added costs. Customers also very frustrated. Poor experience overall.

M

mdboyce13

We have had the same problem for over 4 years. We can send invoices 1 at a time via email and the pay now link appears and works fine. It never works if you try to batch email invoices - PERIOD.

This is a serious flaw that we pay good money for each month with support. After 4+ years I would have thought QB would have a solution. We are not calling support again as it takes 3+ hours to walk them through everything each time and the answer always comes back - we have no answer at this time.

How can we all escalate this so that it FINALLY gets fixed?

A

AileneA

Hello, mdboyce13.

This isn't the kind of experience that I'd like you to have while using QuickBooks Desktop, and we know how much time it can take when something isn't working on your end. Our priority is to ensure that customers like you are satisfied at all levels. Also, we want to provide the most suitable way to fix your concerns without delay.

That being said, I'd suggest contacting our QuickBooks Support Team again. This team is the best resource for such inquiries, as they're able to request account information. They can also verify why isn't working in your end and investigate further about it. For more detailed information about the support we offer at Intuit and its availability, you can browse this article: Support hours and types.

Please know that the Community is always around to help with any QuickBooks questions you may be having. I’ll be here to keep helping. Have a good one and stay safe!

L

LadeyRose

Shame on Intuit! We have dealt with this issue for several years as well. Have spent countless hours on the phone with support and each time have been told it's fixed only to find out "each and every" time that we try to send the next batch of invoices, the issue is still not resolved and we have to manually send every invoice every time. How can Intuit let such a huge issue go unresolved for such a ridiculously long time when thousands of customers are paying for this service? This should have been a Priority One years ago for Intuit. Instead of repeatedly asking Intuit to resolve this issue, perhaps we should all start asking for refunds......Intuit, why do you have your support personnel waste their time and more importantly as the customer, our time, when there is no resolution? It's time to take care of your customers, Intuit!

C

compassoc

Same problem! This is such crap. Spent endless hours on the phone with QB...not fixed. The only hope is my rep said they should be releasing QB 2022 in November and there are 'supposedly' multiple fixes in that version...I won't hold my breath...I want a refund.

N

nicholalaccounting

Just so you all know I got it to work!!!! I did all the rebuild and blah blah blah and nothing helped. It was only happening to one of my clients! When I went into the client the boxes were marked to recieve online payments via credit card and check but it still wasn't working.

I went into the invoice and at the bottom left side there is a statement above the memo that says "Your customer can't pay this invoice online". I clicked turn on and selected the credit and bank. I saved and resent email and it worked!!!!!

If this was a memorized transaction make sure you all memorize it again and write over what was in the memorized transaction list.

No clue why this randomly happened?? Especially since in the customer info it was setup to make online payments. I guess if an invoice is marked to NOT receive e payments it overrides what's in the customer info settings?

I hope this all helps everyone! Happy payroll quarterly week everyone! :)

A

ACD-AK

I too have been having this issue for quite some time now! The only bandage I've found is, from the invoice, turn off option to pay via cc or ach, save, then turn it back on, save, then email the invoice. But even this doesn't work 100% of the time. This is time consuming and frustrating.

D

DavidRSmithson

We have the same issue. Sending invoices individually works, but when using "Send Forms" batch processing, the link is sporadically available, but mostly not available. As we grow, it may be a reason to find new accounting software.

N

Nancy111

Same problem here and we are using Enterprise 22

rccmanager

So I had an existing customer I activated this feature on today. The customer called and asked if they could pay online this time. We typically have this feature off because we don't want the fees. If they want to pay this way we pass the fee on to them.

When I tried to send the existing invoice, there was no link in the email. Long story short, I had to duplicate the invoice and delete the previously made one and the link showed up when I emailed it. Maybe someone will have the same circumstance and find this comment helpful.

Basically, you need to create a new invoice AFTER turning this feature on.

E

Ethel_A12

It's a pleasure to have you here again, @rccmanager.

I’m glad that my colleague was able to help with your concern.

Please know that you’re always welcome to post in the Community space for any QuickBooks concerns you may have.

If you need tips and resources to manage your QuickBooks Online account and finances, feel free to visit our Support page to learn more. This provides information to help your navigation experience be more effective.

Let us know if you have other concerns with payments in QuickBooks. We'll be happy to lend a helping hand. Stay safe!

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