Batch action get paid by direct debit

Hi accounts403, thanks for your post - we're aware that some customers are currently not seeing the batch action option for direct debit payments, and we're tracking this on the following investigation: INV-73280 Direct Debit UK - To send invoices and have them batched paid in QuickBooks but the option of “Get paid by Direct debit” missing under the batch button. So that we can add you to this and keep you notified on all updates, please begin a chat here. :woman_technologist:

Hi Georgia

Thank you for your reply, unfortunately when I clicked on the link to the chat which you gave me it took me to someone who only deals with payroll queries.

I do need to be kept up to date with what is happening please as I import around 1000 invoices a month and need to have use of the batch action 'get paid by direct debit' feature or I will not have time to go into each and every one of those invoices and trigger the direct debit.

Thanks again

Mhairi 

Thanks Mhairi, that's no problem, I've managed to link you to this investigation via the email associated with your Community profile - please await further updates to this address. :)

Thank you :)

Hopefully it is resolved soon

Mhairi 

Hi,

I am seeing the same, very annoying change, please could you add me to any updates on this?

I spent nearly an hour yesterday with QB support and they agreed the option was missing and looks like the drop-down menu is wrong and is showing the menu from "Invoices" rather than the original "All Sales" one. 

Regards

Mark 

I appreciate your time and effort in trying to resolve the issue, numberite.

Let's get you connected to the appropriate channel that can help you sign up to the list of affected users.

The process of adding customers to an investigation requires the gathering of personal data. We encourage them to get in touch with our support team to maintain the security of their accounts.

I know you've already contacted our QuickBooks Online (QBO) Care Team. I still recommend that you contact them again so that you can be added to the list of affected users. When there is progress on the investigation, particularly the permanent solution, you will be notified via email.

Here's how to get the support details:

1. Navigate to the Help icon in the upper right top to display the Search window.
2. Click the Contact Us link to go to the What can we help you with? screen.
3. From there, enter a brief description of your concern in the field box.
4. Tap the Continue button to see the list of support options.
5. Choose Chat to connect with a live expert or Callback to speak with an agent.
6. Provide this information to speed up the process: INV-78230.

Learn more about GoCardless direct debit by clicking on the link I've provided: GoCardless direct debit, This leads to an article with answers to frequently asked questions about the service.

In case you need further assistance completing your tasks in QBO, you can visit the Community page. You'll find resources as well as tools that will guide you through the process.

Thank you for giving me the opportunity to help. If you have other QuickBooks concerns, feel free to leave a comment below. I'll get back to assist further. Have a good one.

Thank you I contacted the local support (UK) and they have added me to their support ticket. For reference our Case is 15913473

Regards
Mark 

This problem is causing us a-lot of extra work to get direct debits initiated for invoices. Why they would remove this option is beyond me. Worst of all when you call up they dont understand, takes ages to explain what feature is missing. 

Hi there

The latest update I received stated the following:

Current status:

A ticket has been created on the back of your escalation with our engineering team who will soon start their initial analysis of the unusual behaviour you are experiencing.

In the meantime, while the issue is being investigated, please do not hesitate to reach out to our support team for any additional queries.

Next update:

The next update on your case is scheduled for 11/05/2022*.

Which has raised a number of queries:

1. What does the date mean? It is in the past in both UK and US formats!

2. I can't get through to anyone who can provide a straightforward answer without trying to sell me more services beforehand.

3. I wouldn't describe it as 'unusual behaviour'. You have, as someone else has commented, removed a drop down menu from the All Sales tab and replaced it with the one for the Invoices tab. It is a programming error, not unusual behaviour.

This issue is causing huge problems for us as a business and we are now considering moving our entire portfolio of clients accounts to a different package, which will be a huge upheaval but it just seems QuickBooks can no longer meet our needs.

We need a definitive date of when this will be fixed please.

Thanks

Has anyone had any further updates as to when this is going to get sorted ?

This has now been 3 months since being reported and no suggestion that it is going to be fixed.

Using this feature the procedure took only minutes to set up. Since this has been removed, we now have to go through each invoices to find out if they have a DD mandate and set it manually to collect by DD. We have hundreds of invoices and the process now takes hours instead of minutes. I called in to your support today because I had not had an update since January, this was reported by me back on 7th December 2022.

Today I was told that the feature had been removed by your engineers but no reason why it was removed or what the alternative is. I need this feature, or an alternative feature to be reinstated as we don't really have the time to manually go through all the invoices. This needs to be resolved or I will have to leave Quickbooks and go to another accounts package.

Hi Steve I am in the same boat, when they removed it and I challenged them they initially down right denied having the feature. It was like the agent had never seen the feature. I also raised the ticket and was told that is being looked at with no ETA. Such incompetence from intuit. We have to spend hours now scheduling DD. 

With regard to the issue of the "get paid by direct debit" feature in batch actions being removed, It seems that it is the "all Sales" option that has been removed.

If I remember correctly the direct debit option was always in the "All Sales" option and was never in the "Invoices" option.

Therefore can we either:
Have the "All Sales" option again or
Have the direct debit option added to "Invoices"
This situation has been going on for over 3 months and NEEDS to get fixed.

We are also spending hours that we don't have manually going through each invoice and setting it to get paid by direct debit

hi - i can see the "Get paid by direct debit" is now back in batch actions - but its greyed out. Does anyone know how i can activate this? 

This is the best news to wake up to! Thank you for letting us all know as it seems QuickBooks weren't going to tell us, I was literally dreading getting up this morning at the prospect of spending 6 hours of my day methodically opening every one of our 475 monthly invoices to trigger the DD! 

It seems so long as the DD is active and hasn't already been triggered then the function is active.

All Sales / Select Invoices from the transactions drop down / Select invoices with active mandates and select Get paid via Direct Debit from the Batch Action menu

This has made me so happy!! Lets hope the powers that be don't remove it again .. I was making plans to switch from QuickBooks over it.

Mhairi 

I can't think of multiple reasons why the "Get paid by direct debit" field is greyed out in QuickBooks Online, @ambarty77. Let me share it with you.

Permission restrictions most likely cause the problem. Make sure to log in with a Master or Primary Administrator access and check whether you can click on the desired field.

If you encounter the same issue, your browser is likely behaving strangely. Let's use some simple troubleshooting techniques to rule this out. Start by signing in to your QBO account using an incognito page. Here are the shortcut keys to open it:e

• For Firefox or Microsoft Edge, press Ctrl + Shift + P.
• For Chrome, press Ctrl + Shift + N.
• For Safari, hold down Command + Shift + N.

If this works, you'll have to clear your regular browser cache. This prevents unusual browser behavior moving forward.

If the issue persists, use another supported browser. Otherwise, contact our Customer Support team. This allows them to investigate and assist you further.

Please let us know if this goes so we can guide you with payments or QuickBooks. Stay safe.

I had this problem, it looks like a fault in the site. Refresh the page by hitting f5 and you will see it becomes available again

thanks

Mich_S

I am logging in with the same and only login that I used when this feature worked ( back in November )

I have now tried logging in with Chrome, Firefox, Edge, Chrome Incognito, Firefox Incognito and Edge Incognito.

I have tried this on my PC and my laptop I even tried this on my mobile, both web and App.

I couldn't even find an option on the mobile for the Batch Actions !

The Get Paid by Direct Debit option is still greyed out

This is definitely an issue with your site.

You mention if we still have an issue to contact customer support.

Every time I have contacted them since December 2022, I get the same answer.

"We are very sorry you are having this issue, but it is a known issue and will get looked at."

Well here we are now in April, 5 Months later ( including December ) and its still not working.

What department to you work in Quickbooks ?

Can I suggest YOU send your customer support these messages and get them to fix the problem !!

Nizmo

I have tried the refresh option you suggest on all of the options above, but this does not work for me.

Hello Steve43, thanks for sharing this information with us, so having had a look into this I have found out that it is a missing feature that is being worked on still and it is to be released in a future update. We do not have or been given a timescale for when it will be released though but it will be sometime in the future. 

Ashleigh1

Thank you for your "standard" reply, virtually what I said in my message above

"We are very sorry you are having this issue, but it is a known issue and will get looked at"

This really is totally unacceptable.

Everyone using Quickbooks is a paying customer, not getting the service that we signed up for.

Will we be getting refunds for all the hours that we are wasting manually setting up direct debits.

You have customers as above who are having to go through 1000's of invoices.

I'm sure you can work out how long that takes.

How can it take months to add back in a feature that was working well, which your developers decided to remove. If I ran my business with that sort of delay, I would be out of business.

You need to stop fobbing us all off with excuses, saying that it will be looked at "sometime in the future"

We all want a definite date in the NEAR future when this issue will be fixed.

Not another 6 months or more.

I spent some of my valuable time to test your theories when I knew all the time that it is a problem with your site.

So how about spending some of your time to get this problem fixed instead of trying to blame everyones computers as being the issue !!

I look forward to your prompt response.

+1 to Steve43

Agree with others the option has magically appeared although greyed out. It will show available for really old invoices if they are ticked but none of the new invoices needing it. 

Yet again spent 2 hours manually setting the feature on my invoices thank you Quickbooks. 

is there an update on this issue please? I'm still seeing the action greyed out - so frustrating 

Hi,

Yes, when this came back it was greyed out no matter what was selected. I have just checked and it is or appears to be working again. No idea, why other than this is slowly fixing.

Possibly worth raising a support case with QB to ask?

Regards