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T
TomInPelham
September 28, 2023
Question

Anyone ever have ALL of your customer Auto-Pays not work? I have 67 homeowners as customers on recurring invoices. All the Auto-Pay setups failed.

  • September 28, 2023
  • 2 replies
  • 0 views
The recurring invoices were sent fine.  It was only customers that set-up Auto-Pay had their payments not go through.

2 replies

J
JamesAndrewM
September 28, 2023

Hello there,

 

We currently have an open investigation into this concern. For now, it is best to contact our QuickBooks Payments Support Team. So they can include you in the list of affected users. They also have additional tools to pull up your account and do a screen share to confirm the issue. 

 

To speak with one of our experts from QuickBooks Payments Support. Please follow the steps below to contact support:

 

1. Sign in to your QuickBooks Online company. Click Help (?).

2. Select either tab: Assistant or Talk to a Human.

3. Search or select Contact Us.

4. Start a chat with a support expert.

 

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

 

I'll add this article you can use in the future: Send Invoice Reminders Automatically or Manually in QuickBooks Online.

 

The Community always welcomes you for further inquiries. Have a great day ahead!

T
TomInPelhamAuthor
September 30, 2023

Thanks for the reply, but I feel I need to say the following in case anybody at Intuit needs a clear statement of how this issue is perceived.

 

We love how the entire backend of the accounting process works so seamlessly between QB Payments and QBO.  However, if the Auto-Pay feature is not reliable, then what good is it?  This issue alone could drive us to an alternate solution, and pulling on that thread could cause us to relook at our QBO vs Freshbooks decision.  It is that serious.  

T
TomInPelhamAuthor
October 30, 2023

It's now a month later, the Auto-Pay issue from before seems to be fixed.  Of the 30 plus Payments set up with Auto-pay, the vast majority worked exactly as they should have.  However, a few customers received emails that their "Payment didn't go through" and they should try again after verifying their account info.  In at least one case, a customer just used his saved Bank Info and his payment was successfully taken.  What could cause this type of behavior? 

R
ReymondO
October 30, 2023

Thanks for getting back to the thread, @TomInPelham.

 

I'm glad to hear that most of your customers are able to process their auto payments successfully. For those who are still experiencing issues, let me provide some assistance.

 

If a customer receives an email stating that their payment didn't go through, it means that the payment was declined, and they need to update their payment information. To process the payment successfully, they can choose to re-enroll in Autopay with the updated payment information. All they have to do is click on the Manage Payment link in the autopay confirmation email to update their payment info.

 

In case they're still getting the same results, I'd suggest getting in touch with our QuickBooks Payments team. They will be able to further investigate the issue and provide you with a solution.

 

For additional reference about autopay, you can check out this article: Set up Autopay for recurring invoices in QuickBooks Online.

 

Need to notify customers about upcoming invoice due dates? You can send them a reminder message.

 

If you have any further questions or concerns regarding Auto-Pay, please mention my name in the comment section. I'll be here to assist you further. Have a good one.

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