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Troubleshooting QuickBooks Payments issues

by Intuit Updated 1 month ago

If you're having issues using QuickBooks Payments (Merchant Services), we're here to help. Below, you'll find a comprehensive list of issues and errors, and suggestions for how to resolve them. Use the links below to navigate to the desired section:



Resolve payment holds

QuickBooks Payments is designed to get you your money as quickly as possible but sometimes there are delays. If your payment has been held, there will be an alert in QuickBooks prompting you to resolve the issue.

Before reaching out through the chat with us link on the error message, confirm that your direct deposit account information for payments is up to date and accurate. You can find the steps to update the direct deposit account information in this article under section Update the direct deposit account for Payments.

Once you have confirmed the bank information is correct, please reach out to us in chat. Click here if you can’t access the chat from in-product.



Resolve "Paid - Not Deposited" error on invoices

When using QuickBooks Payments, the options to manually process credit cards or allow your customers to submit their credit card information through their invoice exist. Sometimes, when a credit card is entered in by the customer to pay an invoice, the information is submitted but is incorrect. This results in the payment not being processed and the invoice sitting as the paid - not deposited status.

If you open up the payment transaction and click on the blue transaction processed link under the payment method, you will see the information that shows that the card was declined.

In order to resolve this, the payment needs to be deleted and the invoice needs to be re-sent to the customer or settled with a manual receive payment.

To delete the payment, follow the steps below:

  1. Select Sales from the left-side menu.
  2. Select Customers from the top menu.
  3. Locate the customer you sent the invoice to in the list and click on their name.
  4. Click on invoice with the paid - not deposited status.
  5. Click on the Payment link in the top-left corner.

Once on the payment, navigate to More at the bottom and delete the payment. You have now deleted the payment with the error, and have re-opened the invoice to be paid.

You can either send it to your customer to submit the payment again through the Pay now link, or you can manually process the card for them.



Dimmed credit card box on invoice/sales receipt

QuickBooks Payments is designed to process Canadian credit cards from Canadian customers. If the Credit Card option is dimmed and unavailable, it means that the customer you are trying to create an invoice for has been set up as a non-Canadian currency customer.

Click here for more information on assigning foreign currencies to customers.

Click here for more information on how to edit a customer currency once it has been entered.



Troubleshoot credit card processing errors

If you are trying to manually process a credit card and getting an error, try the following steps to resolve:

  1. Have the customer confirm the card information being entered is for a Canadian credit card with enough available funds, and has been entered accurately.
  2. Clear your cache and cookies and try submitting the information again.
  3. Have the customer try to submit the information through a pay now link on an invoice.

Please contact us if you need more support for your Payments Pay Now link.



Troubleshoot Pay Now link errors with your customers

When you send out a Payments-enabled invoice to your customer, they should be able to click on the Pay Now link and submit their credit card information.

If your customer is receiving an error when trying to submit their credit card information, try the following steps to resolve it:

  1. Have the customer confirm the card information being entered is for a Canadian credit card with enough available funds, and has been entered accurately.
  2. Have the customer clear their cache and cookies and try submitting the information again.
  3. The merchant can manually process a customer payment inside QuickBooks to see if they can bypass the error.

Contact us if you need more support for your Payments Pay Now link.



Clear deposit errors

Sometimes, for a variety of reasons, a transaction may be held or delayed. This causes an error in QuickBooks Online for the transaction.

In order to clear a deposit error, we must first confirm that the merchant has received the funds in question. Once a merchant can confirm they have received the money, we can proceed to correct the transaction in QuickBooks.

To resolve these error messages, you need to delete and re-create the payment without re-processing the card.

To delete the payment, follow the steps below:

  1. Select Sales from the left-side menu.
  2. Select Customers from the top menu.
  3. Locate the customer you sent the invoice to in the list and click on their name.
  4. Click on the payment that has the error on the list of transactions.
  5. Navigate to More at the bottom and delete the payment.

Note: If the payment is attached to a bank deposit, you will need to remove the payment from the bank deposit or delete it if it is the only entry.

You can now receive the payment against the invoice, but remember not to check the process credit card box, or you will charge the card again.

To access the bank deposit associated with a payment, follow the steps below:

  1. Select Sales from the left-side menu.
  2. Select Customers from the top menu.
  3. Locate the customer you sent the invoice to in the list and click on their name.
  4. Click on the payment that has the error on the list of transactions.
  5. Click on the blue date under the customer drop-down that reads deposit amount of X.XX was deposited on day/month/year to get to the deposit.
  6. If the payment is the only thing included in the deposit, navigate to More at the bottom and delete the payment.
  7. If the payment is one of many attached to the deposit, uncheck the payment you are trying to delete.

You have now unlinked the payment and the deposit and can delete the payment.



Missing credit card box on invoice

If you are trying to create an invoice but do not see the credit card box, you will need to check your invoice set up.

To check on your invoice set up, follow the steps below:

  1. Select the Gear icon ⚙ , then select Account and Settings.
  2. Select Sales from the left-side menu.
  3. Navigate to the Online Delivery section and click on the pencil icon.
  4. Ensure that the additional options drop-down is set to Online invoice.
  5. Select Save.
  6. Select Done to exit the settings.

You have successfully set up your account for invoicing with payments. If you still do not see the credit card box, try clearing your cache and cookies.



Use the Resolution Centre

The Resolution Centre is designed to help merchants get their money once it has been held. If a merchant has a hold on the account, they will receive an email with instructions and a link to access the Resolution Centre. The Resolution Centre will hold all of the information and steps needed for a merchant to have their funds released to them in a timely manner.

To access the Resolution Centre, follow the steps below:

  1. In the email, navigate to the part that reads Please click here to upload your documents to Intuit’s Secure Portal and click where it reads click here.
  2. You are brought to a sign-in page. Use your QuickBooks login credentials to log in.

Once you have logged in to the Resolution Centre, you are presented with information about your case. In the top left corner there is a Chat with an expert option that opens up a chat window if you need more assistance with your case.

The top of the page has the case number and last update time. Underneath this is the status tracker for the case. Below the status tracker is the detailed information section that breaks down the dates and amounts of the held funds.

There will be a list of instructions for the merchant to follow above the request box. When they are ready to submit the information, they can click on the request box to open up the sliding panel on the right side, and upload their documents. There will be multiple boxes if there are multiple requests associated with this case. The uploaded document will appear in the box for them to confirm it was uploaded.

A merchant can check the Resolution Centre about their case whenever they want to look for an update. Once a held transaction has been resolved, an email outlining all the information of the case will be emailed to them.



Partial payments and the Pay Now link on invoices

Sometimes customers want to pay part of their invoice, but not all of it. The Pay Now link on invoices enabled with Payments is designed to accept the full payment amount. If a partial amount is submitted, the Pay Now link will not work a second time. In order to process the rest of the payments, the merchant will need to manually process the payment in product.

To receive a payment towards an invoice, please follow the steps below:

  1. Select + New.
  2. Select Receive payment or Receive invoice payment.
  3. Enter the customer information and payment date.
  4. In the Outstanding Transactions section, select an open invoice to apply the payment toward. To take a partial payment, change what is in the Amount Received field.
  5. Select Credit card from the Payment method drop-down menu.
  6. Select Enter credit card details.
  7. Enter the credit card information. Select Use this credit card in the future to save the customer's credit card.
  8. Select Process credit card.
  9. Select Save.
  10. Select Save and close or Save and new.

You have now successfully paid off the customer invoice.



Customer receives invoice with "Review and Print" and not "Review and Pay" option

QuickBooks Payments makes it easy for your customers to submit credit card payments online through their invoice. When a customer receives a Payments-enabled invoice, they should have the option to Review and Pay that invoice. If your customer is only seeing the Review and Print option, here are some troubleshooting steps to follow.

First, confirm that the invoice has the credit card box checked off. To locate the invoice of your customer, follow the steps below:

  1. Select Sales from the left-side menu.
  2. Select Customers from the top menu.
  3. Locate the customer you sent the invoice to in the list and click on their name.
  4. Click on the invoice in the list of transactions for the customer.
  5. Ensure the credit card box is checked off.

If you need to check the credit card box off, do so and save the transaction. You will then be able to send it to your customer again with the correct Pay Now link for them.



Use the deposits tab to determine information about your batches

QuickBooks Payments captures all the information about your payments processing in one convenient place. Once Payments has been activated, the Deposit section in Sales will become active. This screen will give you a comprehensive breakdown of your batch deposits for Payments.

To access the Deposit screen, follow the steps below:

  1. Select Sales from the left-side menu.
  2. Select Deposits from the top menu.

From this screen, we can determine the following information:

  • The amount of transactions in a batch (left-side menu)
  • The batch creation date (left-side menu)
  • The amount of the deposit (right-side menu)
  • The amount of the fees (right-side menu)
  • The net amount of the batch (right-side menu)

Additionally, the batch is broken down into individual transactions that go over the last four of the card charged, the name of the customer, the amount and the fees associated with the transaction.



Use the deposit field on invoices with and without payments

In QuickBooks Online, customers have the option to turn on the deposit field on an invoice through Account and Settings. This field appears under the total on the invoice.

If Payments is not active, using the deposit field will simply act to subtract the amount from the balance due on the invoice.

If Payments is active, entering a value in this field will result in the credit card on file being charged if the credit card information is saved in QuickBooks Online.

To set up the Deposit field, follow these steps:

  1. Select the Gear icon ⚙, then Account and Settings.
  2. Select Sales from the left-side menu.
  3. Click the Sales form content section.
  4. Toggle the Deposits feature.
  5. Click Save.

The form will be there for you to use the next time you visit an invoice form.



Update the direct deposit account for Payments

If you need to update your direct deposit bank information for your payments account, you can update this right in the product.

To update your direct deposit account for payments, follow the steps below:

  1. Select the Gear icon ⚙ , then select Account and Settings.
  2. Select Payments from the left-side menu.
  3. Navigate to the section Deposit accounts and select Change.
  4. Fill in the information as required.
  5. Select Save.
  6. Select Done to exit the settings.

Your direct deposit account for payments has now been updated. Please contact us if you need to update any other information related to your payments account.



Set up invoice settings for Payments

If you are trying to create an invoice to send to your customer to pay through the pay now link using Payments, you will need to ensure that the invoice settings are calibrated for the payments program. If it is not set up correctly, the credit card box will not appear when creating an invoice.

To check on your invoice set up, follow the steps below:

  1. Select the Gear icon ⚙ , then select Account and Settings.
  2. Select Sales from the left-side menu.
  3. Navigate to the Online Delivery section and click on the pencil icon.
  4. Ensure that the additional options drop-down is set to Online invoice.
  5. Select Save.
  6. Select Done to exit the settings.

You have successfully set up your account for invoicing with payments.



Access monthly Payments statements in QuickBooks Online

To access your payment statements in-product, please follow the steps below:

  1. Select the Gear icon ⚙ , then select Account and Settings.
  2. Select Payments from the left-side menu.
  3. Locate the section for monthly payments.
  4. Use the drop-down menu to select the month you to view.
  5. Select View.

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