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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!
18 Comments 18
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

JoesemM
Moderator

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
Moderator

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. 

Assurantenotary
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?

Hello! I was wondering if you were able to get the issue resolved or received any further insight into the issue? I’m currently experiencing the same issue. I have been for 2 days now and my cash transactions are sitting around unrecorded. It’s giving me the same exact message you had received with the red screen. And credit card processing is fine. I can take cards all day long but I cannot record cash. Any update or information would be helpful as I have spent about 1.5 hours on the phone with support. I appreciate any information you may have. Thanks!

LollyNino_C
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?

Thank you for posting here in the Community, @Assurantenotary

 

It isn't the kind of experience we want you to have, and I understand how you feel when you can't finish your tasks as soon as possible. Let's get this app issue sorted out and get you back to business. 

 

To get started, let's reset the app to isolate program issues like this. You can do that by clicking on Help on your app and select Reset App Data.

 

Once done, if the same happens, you can uninstall and reinstall your app. Please follow the steps below:

  1. Drag the QuickBooks Windows app from the Applications folder to the Trash.
  2. To complete removing the app, go to Finder and choose Empty Trash.

Then, here's how to reinstall it:

  1. Select the QuickBooks.dmg file in the downloads section.
  2. Drag QuickBooks to the Applications folder.
  3. From the Applications folder, launch the QuickBooks App, and the program will load to the sign-on page.

 

If you're still experiencing this unexpected behavior, please reach out to our Merchant Services Team. From there, someone can help you and explain the details of the new updates for QuickBooks GoPayment.

 

For more reference, you can read these articles to learn more about the GoPayment app:

 

Please know that you're welcome to comment below if you have other concerns or follow-up inquiries about processing credit card payments in QuickBooks. I'm just around to help. Take care always. 

Assurantenotary
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 have uninstalled the GoPayments app several times now. It still won’t record cash transactions. Some of my customers need a receipt. Fortunately, I haven’t been pressed for one so far but doing it through the GoPayments app is the easiest way. 

I opened the app and there isn’t a “Help” option in GoPayments. I NEED a resolution to this issue. It’s affecting all users on my account that take payment. That to me seems like an issue with the system itself. I am behind frustrated. Then to go into the app and not see what it is I’m being instructed to do. I have taken screen shots of the setting section of the app to show you there isn’t a help option. But also in case I missed it, you can tell me where to click. 

Rea_M
Moderator

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 priority is to get this issue resolve as soon as possible so you can record all your checks and cash transactions using the GoPayment app, @Assurantenotary.

 

You can start isolating this matter by disconnecting and reconnecting your card reader. This will help trigger any connection issue using the app. Make sure to sign in to GoPayment as an admin, then follow the steps below based on your app's color.

 

For Green Gopayment, follow these steps:

  1. From the menu, select Settings.
  2. Select Card Readers, then choose the card reader to disconnect.
  3. From the Reader Actions drop-down, select Forget Reader.
  4. Reconnect the reader.

 

For Blue GoPayment, here's how: 

  1. Select More, then select Hardware.
  2. Select Card Readers, then choose the card reader you want to disconnect.
  3. From the Readers Actions drop-down, select Forget Reader.
  4. Reconnect the reader.

 

For some other suggested resolutions, you can refer to this article: Fix issues with the GoPayment app.

 

However, in case the issue persists, I'd recommend contacting our QuickBooks Payments Support team again. They can securely pull up your account and create a case to initiate an investigation. This way, our product engineers can look into this matter and provide an appropriate resolution.

 

Also, I'm adding this article to help you with the most commonly asked questions about processing payments using the GoPayment app: QuickBooks Payments FAQ. It includes topics about funding status, managing payments account, and processing transactions, to name a few.

 

Please keep me posted on how it goes. Let me know in the comments if you have further concerns about resetting your app data and processing  cash transactions in the GoPayment app. I'm always around to help. Take care and stay safe always, @Assurantenotary.

Assurantenotary
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?

Did you get this issue resolved? I am curious to know what the problem was as I am experiencing the same exact issue now. I don't know what else to do. I have spent a lot of time on the phone with QB support. 

ReymondO
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?

Thanks for getting back to us, @Assurantenotary.

 

You've mentioned that you've already reached out to our phone support. Can help me verify if there are any open ticket created during your call? 

 

If so, I'd recommend giving our phone support another call. This way, they can provide you further help in posting your cash and check transactions using the GoPayments app. 

 

You can also chat with them through this link: https://public-consumer-chat.app.intuit.com/app/ccs/consumer?experienceId=sbsegUsDtCorePos&_ga=2.152...

 

I know you've been through a lot. I hope you can give us another shot at fixing the issue. 

 

Keep me posted on this. I'll be here to provide further help. Keep safe.

tailwaggersmassage
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?

Have you gotten any solution. Mine started doing this Saturday. So far help desk is no help! Thanks Earlene 

RDC5
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?

Did you ever get this fixed or figured out?  I am having this issue too randomly.  This is the second time this has happened, and we have only used this system for 2 months.  I have spent hours on phone and chat with customer support over 2 or 3 days and they don't know anything.

RoseJillB
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 there, @RDC5.

 

I value the time and effort you invested in getting in touch with our support representative about the GoPayments app concern. Uninstalling and reinstalling your app, or utilizing various devices, is one of the fundamental actions we can do to address this issue and get your GoPayments app running.

 

On the other hand, we can perform mobile troubleshooting to fix it and enable the app to accept cash payments. To start, we can refresh your data to see the latest available fixes and other information. Please ensure that you’re connected to the internet and proceed to the steps below:

 

  1. Go to Menu ☰ and tap Help & Feedback.
  2. Tap Refresh Data.
  3. Note: A message appears “Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes.”
  4. Tap Refresh to confirm.

 

You’ll want to check out this article for more details: See your latest data in the QuickBooks Online app.

 

If the issue persists, it would be best to get in touch with our Technical Support again. Doing so will enable us to re-investigate this matter and initiate a further investigation if necessary: Contact Payments or Point of Sale Support.

 

To find out more about using the app to accept payments and how to monitor when QuickBooks puts client payments into your bank account, you might want to look at the following article:

 

 

If you have any queries or qualms regarding your payment transactions, feel free to mention me in your comment. I'll be delighted to assist. Always be cautious!

Aralls99
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?

We are having the same issues. We have tried calling the support team and gotten nowhere. I’m wondering if we uninstall and reinstall it if we will lose all of our items and information? 

 

We are going on weeks now of handwriting all cash transactions and I’m worried we are losing information in that process.

ChristineJoieR
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?

I'll dig further into the process, @Aralls99. Let me explain further the uninstall and reinstalling procedure and how it works in QuickBooks Mobile App.

 

Uninstalling QuickBooks does not delete your company files. It will only remove the QuickBooks application. As a precaution, it's always a good idea to create a local backup. While reinstalling will update QuickBooks regularly to give you a better experience and fix issues. 

 

I recommend following the steps above about refreshing your data and getting in touch with our Technical support again, as provided by @RoseJillB.

 

You can also refer to this chart from this article that contains comparable features on supported devices: Compare mobile app features.

 

There you have it, @Aralls99. I appreciate your patience while waiting for the possible fix of the issue. Keep me posted after you tried the steps above.

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