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nbpaddock
Level 1

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

Credit Cards run perfectly, but when it comes to posting cash or checks through the app...we are randomly declined. It may take several days for it to start working again...but it inevitably goes down. The help desk has had me reinstall the app several times, use different devices, etc...all are declined. Help!
7 Comments
RCV
QuickBooks Team
QuickBooks Team

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

This is not the impression we want you to experience when using the GoPayments app, nbpaddock.

 

I appreciate you for the time and effort in contacting our support agent regarding the GoPayments app issue. I've also checked here on our and there's no reported case about this one. Uninstalling and reinstalling your app or using different devices are the recommended solutions to get your GoPayments app working.

 

Since the problem persists, I'd suggest contacting our QuickBooks Payments Support Team again. I know you already called but since this is a public forum, they can pull up and check your account in a secure environment. Just provide the reference number provided by the agent before for them to review the case. From there, they will further investigate what's causing this issue.

 

Feel free to visit our QuickBooks Payments page for more insights about managing your customer payments on your account.

 

I'd like to know how things going after contacting our support agent, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. You have a good one.

nbpaddock
Level 1

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

Thank you for your attention to this matter. 

 

I spent 50 minutes on the phone this evening working with another service agent.  This is the third time we have gone through the same steps of uninstalling/reinstalling and still find the same issue.  We have tried several devices (iphones, ipads, androids, etc.) and when it doesn't work on one device...it doesn't work on the others.  We have tried wifi, cell, different locations...all the same result.  Transaction Declined.  See image.

 

It's almost as if we have reached a cash/check processing limit, or have triggered some sort of fraud element and been shut down.  All the while, cc payments work just fine.

 

It's baffling that we can't figure this out...and frankly makes us look pretty shabby when our customers present cash or checks to us and the system can't handle it.

nbpaddock
Level 1

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

I tried a cash sales again this morning and the same result...declined. I was hopeful that a night’s sleep would have fixed something, but not yet. 

see image

Joesem M
QuickBooks Team

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

Hello, @nbpaddock.

 

Thanks for coming back to the Community space and for making us aware of the result of your concern.

 

Since the problem persists, let's make sure to update the GoPayment application. Please be sure to be in version 11.0 or later to get the new experience. 

 

You can view this article, GoPayment Migration Update & FAQ for more details and instructions.

 

However, if you get the same result after the update, I suggest you contact our Payment Support Team. They can create a ticket and pass it on to our product engineers so that they can investigate and fix it as quickly as possible.

 

I've added the Record GoPayment transactions if you need to transfer payments from the app to QBO.

 

Do not hesitate to leave a comment below if you have further questions on QuickBooks. I'll be glad to help you. Take good care of yourself!

 

 

nbpaddock
Level 1

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

My problem continues to persist.  After another removal, shut down and reinstallation of the app, we are still declining cash and check transactions, across all devices.  The phone is currently running GoPayment Application Version 11.7.0-n. 

 

We opened a case in December for this same issue, but have yet to hear anything back in regards to progress on that ticket or a solution.  That case number is [removed].

 

Please let me know next steps.

JessT
QuickBooks Team

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

Hi nbpaddock.

 

Did the Support mention about creating a ticket for this? If not, please contact them again, so they can report this issue. They have the tools to do that.

 

I know you've been through a lot, so I'm just being direct with my answer coz I understand that you need someone who can immediately help you with this.

 

If you have other questions, just let me know.

nbpaddock
Level 1

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

Still working through the process of opening a ticket for this issue. Setting up a time to visit with the third level of troubleshooting/programming has been a challenge. I think we are getting there today. 

Meanwhile, we are still unable to record cash or check payments through the Go Payments app. Credit card transactions process without issue. 

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