Merchant Service Center Deposits are Greyed out

It's my pleasure to assist you today, CKC11

I appreciate such detailed information about your concern. The grayed-out customer name box indicates that your software needs to be refreshed. To do this, you'll need to update the QuickBooks Desktop software and you can only do that by logging in as the admin of the account.

Here's how:

1. Close all the programs then restart your computer.
2. Right-click QuickBooks Desktop icon.
3. Select Run as the Administrator.

Once done, you can manually update your QuickBooks Desktop to the latest release:

1. Go to the Help menu.
2. Select Update QuickBooks Desktop.
3. Click the Options tab.
4. Select Mark All and then click Save.
   
5. Go to the Update Now tab.
6. Select the Reset Update checkbox.
7. When you're ready, select Get Updates.
   

To give you more insight and a visual guide on how to update QuickBooks Desktop, please check out this article: Update QuickBooks Desktop to the latest release.

If updating the software doesn't work, I suggest going back to your company file and running the Verify and Rebuild Utility Tool. This helps repair any data damage in the system. Below are the steps on how to do this:

1. From the File menu.
2. Click on Utilities.
3. Select Rebuild Data/ Verify Data.
   

If you need other helpful articles in the future, you can always visit our site: Help articles for QuickBooks Desktop.

Also, for questions about QuickBooks Payments, you may want to visit this page to find answers: QuickBooks Payments FAQ.

Feel free to drop a comment below if you have any other questions. I'm always here to help. Have a good day.

We have already updated to Version 21.0 as an attempt to resolve this a couple of weeks ago when we called in and it did not correct the issue. 

We were told to do the rebuild but that it would make our reconciliations off. When we asked how to correct this we were told "I don't know" and that we would essentially have to go back and correct each year manually. We obviously do not want to do this.

Do you have a suggestion for fixing this that does not involve rebuilding our financial records of past years?

Hi there, @CKC11. 

I appreciate you taking the time to follow up with us and for sharing additional details. 

Please know that when you run the Rebuild utility that it's designed to identify the most commonly known data issues within your company file while resolving them right away. This utility will in no way compromise your reconcile.

Typically, how we justify the quickest and easiest way before running the utility would be to answer a few questions. 

1. Are all users experiencing the same issue?
2. If you log into QuickBooks from a different computer, do you still have the same problems?
3. Have you run a Verify? 

To break down the questions asked, if only you were having these issues on your computer, then this would narrow it down to program-related issues. If all users (on different computers) were experiencing this same issue, then that would let us know that it is company file-related, because all users access the same file but do not use the same computer that QuickBooks is installed on.

By running the Verify utility first, this will scan the file and let you know if there are any errors that are causing your issue. It will alert if there isn't any detected. 

Should you need to run the Rebuild after you have run the Verify, please understand that a local backup will be created and you can save it straight to your desktop. A backup is created for the safety of our users so if needed, they have the option to restore it. This way, when you open the backup file it's like no changes were made (like the rebuild). 

I encourage you to try running these utilities to see if this helps resolve your concerns. 

Please let me know if you have additional questions. I'm happy to lend a hand. Take care! 

Hello-

All users are experiencing the same issue. The Admin did a verify and rebuild last night. I checked the Merchant Service Center again this morning and all transactions still have a gray background. The previous transactions which I received manually still all say 'Dismissed".

I appreciate you for getting back to us, CKC11.

At this time, I'd recommend reaching out to our Merchant Service agents so we can investigate this further. Our team there have special tools that can take a look at your file and identify the root cause of this issue.

You can contact them through this link: Contact Payments or Point of Sale Support.

I've also added this reference as to how QuickBooks Payments: QuickBooks Payments FAQ.

I'll be around if there's anything that I can help with. Keep safe!

As I explained in my original question we started with your Merchant Services agent who could not correct the issue or let us know why it was happening. 

I did notice something new today. When the invoices are sent from "Memorized Transactions" the payments have a white background in the Merchant Service Center. While that is helpful we still have a lot of invoices which are not repeat invoices and need to be created singularly. Is that helpful to you to resolve this issue?

I guess I will keep replying to this thread - calling in - no one is able to answer or help so I'm going to keep documenting here. We recently finished our latest round of invoices. Initially, all invoices came in with the white background and it was great. I had dozens and dozens of payments I could just select, the  click "Add Payment:. This quickly regressed back to a grey background on the transactions and having to manually enter them. This is tedious and leaves a lot of room for error. One day I had 45 transactions I had to manually receive. Please let me what has been done since July to fix this issue, assuming this thread hasn't been abandoned (my last entry was not responded to) by the QB team as they are unable to figure out the problem. 

I understand the urgency of getting this resolved, CKC11.

The issue you encounter is usually resolved by using the Dismiss button. If it's unavailable, check the bellow causes to see if this is behind the error message.

• The invoice in QuickBooks is already partially or fully paid.
• You are trying to modify an invoice on or before the closing date.
• Payment methods in QuickBooks are damaged.
• Account Receivable issues.

If the invoice that generates the error is not partially or fully paid, continue to the next scene. Then, follow these steps:

1. Close the Merchant Service Deposits and log in to QuickBooks as the Admin user.
2. Go to the Edit menu at the top. 
3. Select Preferences.
4. Choose Accounting.
5. Select the Set Date/ Password and change the closing date as needed.
6. Save the changes by clicking OK twice on the preferences.
7. Go back to Merchant Service Deposits and start recording the payment again.

However, if the issue persists, see this article for corresponding steps to fix the problem: Error in Merchant Deposits "A payment you are trying to download can not be matched or recorded".

Future reference, adding this resource which you may find helpful: Find out when QuickBooks Payments deposits customer payments.

As always, I'm just a few clicks away if you have other questions about your merchant deposits. I'll be here to help however I can. Have a good one.

I tried this method on a payment we received last night. I selected the payment and clicked "dismissed" it did not resolve the issue. It removed the payment entirely from the screen and did not record it. I now have to manually record it. 

Is the next step of action to use this recommendation below? I'm uncertain if that is the recommendation if the "dismiss" button was available.

1. Close the Merchant Service Deposits and log in to QuickBooks as the Admin user.
2. Go to the Edit menu at the top. 
3. Select Preferences.
4. Choose Accounting.
5. Select the Set Date/ Password and change the closing date as needed.
6. Save the changes by clicking OK twice on the preferences.
7. Go back to Merchant Service Deposits and start recording the payment again.

Hello @CKC11,

I appreciate you for providing updates about the result and what you've done on your end. I'm here to share some clarification about the recommendation of my colleague. 

You only use these steps if the invoice you are trying to modify is on or before the closing date. The process allows you to return to Merchant Service Deposits and record the payment again.

Also, we don't recommend manually applying payments to emailed invoices if the customer paid online. The transaction will show up ready to record in Merchant Service Deposits after a couple of days.

I know you've already contacted our QuickBooks Support Team regarding the issue. Since the problem persists after performing the necessary troubleshooting, I recommend reaching out to them again. 

One of our support will need to take over and provide additional steps to get you back on track. If you have a case number from your previous interaction, you can share it with the next rep to avoid explaining the issue again.

I recommend using this link in contacting support to ensure you get in touch with the correct department (choose Merchant Services, then select QuickBooks Desktop with Payments): https://quickbooks.intuit.com/learn-support/en-us/open-programs/contact-support/00/433872.

I've also attached an article you can use to delete duplicate payments manually in QuickBooks: Duplicate entries when downloading merchant service deposits into QuickBooks.

Please know that I'm just a post away if you have any other questions managing merchant service deposits in the Desktop version. Take care.