Card payment: Something went wrong on our end!

[WillN]

Hi there,

Our client is unable to pay an invoice by credit card. Twice they have received the 'Something went wrong on our end!' message. They always pay us this way. What can we do please?

Many thanks,

Will

[SamaraM]

Hi Will (@WillN) 

Thanks for your post.  If you're still experiencing this can you please attach a screenshot of the error message and the last 4 digits of your serial number?

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[WillN]

Thanks for your reply Samara. Our client made numerous attempts to pay by card but it wouldn't process. Our workaround was to delete the original invoice and create a new one, and payment was then made without any issues.

That said, we yesterday faced the same problem again, with the same client trying to settle a more recent invoice with payment by card. I've attached a screengrab of the original error message. Our last four digits are 4391.

[SamaraM]

Hi @WillN 

Can you ask your customer to open the link on Google Chrome instead, and let us know if it produces the same error message?

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[WillN]

Sorry its taken a while. The same issue has again occurred, so I took the opportunity to ask our client to try Chrome instead. And yes, they get the same error message.

[Earl_HD]

Hi @WillN 

Thank you so much for your post, Are you able to please send a console log when the error pops up? I have linked our Help Article which will give instructions on how to get the console log. 

Once you have done that, are you able to please try logging into the web browser version of AccountRight at app.myob.com in your Google Chrome browser and see if the same issue happens?

Please let me know how you go.

Regards,
Earl.

[WillN]

Thanks @Earl_HD.

It's our client that has the issue and repeatedly asking them to try alternatives on our behalf to help solve the issue seems to be wearing thin with their Accountant. Plus I've no idea if they have AccountRight. We certainly don't, so I'm not sure what else we can do.

Are MYOB unable to inspect the transaction attempts and fault find from there?

[Earl_HD]

HI @WillN 

My apologies for the late response. If you're still having this issue, can you please send me a private message with the following information: 

  * Serial number
  * Company name
  * Email Address and Full name

Regards,
Earl