Question

My customers are unable to pay their invoices with ACH link on invoice. It just tells them payment declined. They have money in the account to cover it. Any Help?

Forum|Forum|2 years ago
January 8, 2024
2 replies
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Original commenter did not share additional details

QuickBooks Online

I appreciate you for keeping in touch with us here in the Community about your customer's declined payment, jols2197. Let me share some steps to isolate this so your customers can pay their invoices already.

If you uss QuickBooks Payments, you can process customer payments directly from QuickBooks products. Your customers have the option to pay you by credit card or debit card.

There are times when the customer's credit cards you process don't go through. This can be due to common issues, such as authorization problems or missing info. If you manually enter the credit card information, you can check for common issues that may cause your customer's credit cards to be declined. These issues include authorization problems or missing information:

Make sure the credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
In addition to the credit card number, you need to enter a verification code. For most cards, like Visa, Mastercard, and Discover cards, it's the 3-digit code on the back of the card. For American Express, it's the 4-digit code on the front of the card.
Make sure there are no special characters or spaces in the credit card number or other data fields.
Use the customer's address from the US USPS website.

For additional tips and steps you can take, refer to this article: Fix customer's declined credit card payments.

To learn more about accepting electronic customer payments for online invoices and in-person sales in QBO, please see this article: Take and process payments in QuickBooks Online.

You can also have your customer check with their bank to see if there are no restrictions that would cause the issue. If you did all the suggested steps but your customers are still unable to make a payment, I recommend getting in touch with our Phone Support team. They can further investigate the issue and walk you through a resolution.

Drop a comment below if you need more assistance with customer invoice payments. The Community team is always around to help.

E

Ebello

I'm having the same issue. The answer provided is for credit cards. The issue we are having is with ACH. Any fixes?

S

ShyMae

Warm greetings, Ebello. I understand the importance of a smooth invoicing process, including making payments through ACH. I see that your customer's invoice payment was declined.

When you send invoices to your customers, they receive an email allowing them to review and pay the invoice by selecting "Review and pay" or "Pay invoice." Depending on your settings, they can pay using a credit card or an ACH bank transfer.

Once an ACH payment is declined, ensure that the bank account information entered by the customer is correct and up-to-date. Incorrect information can cause payment declines. Verify whether the amount falls within the bank or financial institution's limits. Some banks may limit the amount that can be transferred through ACH.

If the issue persists, I recommend contacting our payment support. Our expert team possesses the necessary security protocols to access your account details, which is beyond the scope of what can be done here in the Community space.

Moreover, for guidance, if an ACH payment is rejected, refer to this article: Fix rejected ACH payments or fees in QuickBooks Payments.

For future reference, if you want to change your bank account for QuickBooks payments, refer to this article: Change the deposit bank account for QuickBooks Payments.

I'm here to back you up if you need further assistance concerning your invoices and payment methods in QuickBooks Online. Just tap the reply button below to enter your concerns and queries.

1

15192092

As of Sept 23, 2024 we are unable to make ACH payments to our Vendors

What changed?

Keeps saying "Payment Declined"

No one has been able to help us - 4 calls to Quickbooks, online chat w/ 3rd part MELIO

PLEASE help resolve

M

Maybelle_S

We don’t want you to have this experience. Let’s work together to identify what happened with your payments.

ACH payments will get rejected because of insufficient funds or incorrect information. You will also receive an email detailing the rejection and how to resolve it.

It is also possible that your bank is sending an update or notification that can impact the processing of your funds. The reason why your payments are being declined. To fix this, you can contact your financial institution and inquire about any updates or if they have issues on their end.

If everything is fine, I suggest contacting our Payments Support Team again. They can provide real-time assistance, access your account details, and investigate further, as the Community forum cannot handle personal data.

On your Merchant account, you can track the payments made by your customers for you to review.

Here's how:

Sign in to the Merchant Service Center from a web browser.
Go to the Activity & Reports tab.
Choose Transactions.
In the Transactions page, click >Show advanced options.
Go to the Card section and enter the Cardholder name, which is your customer's name.
Hit the Search button at the bottom.

On that page, all the transactions made will show up.

I'm attaching some articles below which you may find helpful:

Furthermore, check this article if you want to create templates for recurring transactions like sales receipts: Set up a recurring sales receipt.

You might also want to consider changing your QuickBooks Community username, as it appears to contain your company ID, which may compromise your privacy and security.

I truly appreciate your patience during this time, and I’m here to assist you with any questions about payments decline in QuickBooks.

T

trwolff04

This is a nonsense answer. There is a clear problem with Quickbooks payment as multiple users are all having the same problem. We are a multi million dollar company and we are unable to accept payment via ACH. Quickbooks cannot tell us why after over 12 hours on the phone. We will be leaving Quickbooks if this is not sorted out.

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