Hi JaneyP,
Thank you for your response and for sharing the screenshot.
From what I understand, it seems like your customers might be interacting with the payment screen in a different way. They could possibly be using the QR code on the invoice. I suggest sending the invoice to your personal email and trying out the 'Pay Now' button to see if it directs you to the same payment screen your customers are seeing. If you find yourself on the same screen as your customers after clicking the 'Pay Now' button, kindly send me a private message with the link to the invoice payment.
Please feel free to reach out if you need any further assistance.
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Thanks,
Genreve