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L
LJFacctg
March 30, 2025
Question

Convert to recurring payment

  • March 30, 2025
  • 1 reply
  • 0 views

My customers have all been set up on recurring monthly invoicing and auto-pay. Suddenly, this month, they are receiving a message from QBO indicating the following:

 

Your payment didn't go through: Invoice #3469

Payment didn't go through 

Sign in to make a new payment. You can view the invoice and double-check your payment info

[Try Again]

[Manage Payment]

 

They are not able to click on the links "try again" or "manage payment"

 

When I look at it from my end on their "recurring transaction" section, the system shows this:

 

"Convert to recurring payment" 

 

My customers have already set up auto-pay, do they need to do it AGAIN?? What is going on??

 

1 reply

A
AntoniettaE
March 30, 2025

I appreciate you for detailing your concern, Ljfacctg. To fully understand the issue you’ve received in payments, I will route you to our Live Support team to ensure the error is thoroughly reviewed.

 

Since you're unable to click the link, I recommend reaching out to our Live Payment Support team for a detailed resolution. They’ll securely access your account, investigate the issue, and provide tailored solutions to address your concerns effectively. Here's how you can get in touch:

 

  1. Sign in to your QuickBooks Online, then click the Help icon.
  2. Choose either tab to get started: Assistant or Search.
  3. Type your concern and Select Contact Us.
  4. Click Chat with us or Callback option.

 

I'd also suggest checking the support hours to know the best time to contact them at your convenience.

 

To avoid missing out on any unpaid customer invoices, you can easily send a customer statement. Take a look at this article: Create and send customer statements.

 

Feel free to revisit this thread with any payment-related questions. We're here to assist you promptly and effectively.

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