Why can't my customers pay their invoices

I have the information that can help your customer pay for their invoices, meghan.

If your customer receives an invoice email, all they have to do is to click the Review and pay or Pay invoice.  Once they do this, they can pay directly from there. However, if they encounter an issue when trying to pay an invoice, I've got some ways to resolve this.

If you're using QuickBooks Payments, you can activate this first so your customer can see the Pay now option in their email and pay directly an invoice from there on.

Also, if your customer runs into an error clicking the Pay now they can consider clearing their web browser cache as this can prevent payment links from working correctly. After that, follow the steps below:

1. Right-click the Review and Pay button in the invoice email and copy the URL.
2. Open a web browser and paste the link into the address bar.
3. If the link still doesn't open, try another web browser. Ensure their web browser is updated.

Please know that Payments works best with these browsers:

• Chrome
• Firefox
• Internet Explorer
• Safari

Furthermore, ensure that their card doesn't get declined. If it does, here are some reasons why.

• The information entered doesn't match what the bank has on the system.
• If the payment is larger than the limit set by the bank.

 In case this happens, I suggest informing your customer to directly contact their bank for assistance. 

For more additional details, you can check out this article: What to do if your customers can't pay their invoices online.

Moreover, you can check this article if you want to personalize your sales forms in your QBO: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please know that I'm always here ready to assist you if you have further questions about why your customers are unable to pay an invoice. You can always reply to this post anytime.