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Hazel L
Level 1

Record Merchant Services Deposits

When trying to record merchant service deposits I am getting an error 

“A payment you are trying to download cannot be matched or recorded. Please record your merchant payments manually.”

I want to be able to have this streamlined and not enter it manually.  Customer service is not able to fix the issue.  Thoughts??

7 Comments 7
QuickBooks Team

Record Merchant Services Deposits

Hello there, Hazel L.

This isn’t what I want for you when using the merchant services feature. You should be able to use the Dismiss transactions seamlessly since a patch was released via Payments Server update. Make sure to download the latest maintenance release to resolve this unexpected behavior.

Here’s how:


  1. Go to the Help menu at the top to select the Update QuickBooks Desktop.
  2. Tap the Update Now tab and mark the box for Reset Update to remove previously downloaded releases.
  3. Hit the Get Updates button and OK to continue.
  4. Once done, close and reopen QuickBooks to kick off the installation.

Next, open your merchant account and try downloading the transactions. If you continue to get the same result, follow the recommended steps in the following article: Error in Merchant Deposits "A payment you are trying to download cannot be matched or recorded".

I’m adding a guide that contains resources to help easily perform any QuickBooks Payments related tasks: Merchant Services.

Please let me know if there's any other way I can be of assistance. As always, I'm just a few clicks away if you have any questions. Have a good one.

Hazel L
Level 1

Record Merchant Services Deposits

Thank you for getting back with me.  I have done all the steps with the same error message.  I have spoken with customer service 3 times and all have me do the same steps which was in the steps you provided as well.  I don't want to dismiss them I want to record them so that it will enter the deposit and service charge for me.  I am entering 90% of my credit card sales manually.


Record Merchant Services Deposits

I know this process hasn't been easy for you, Hazel.


I also understand that you've already contacted us several times. However, the ability to pull up your account and investigate this issue further is done by our Customer Care Team.


They will be able to pull up your account in a secure environment. Once you're in, one of our representatives will check the previous cases you have and continue from tehre.


I'm including these articles to know more about merchant deposits in QuickBooks:

Let me know if you have other concerns.

Level 1

Record Merchant Services Deposits

Did you ever get this resolved?  I am having the same problem.

QuickBooks Team

Record Merchant Services Deposits

Thanks for joining on this thread, @whitmag.


Resolving the error A payment you are trying to download can not be matched or recorded in your Merchant Services account is my priority. 

I'd recommend performing the steps presented by Rasa-LilaM above if you haven't done so. This way, we can check whether the error is caused by the QBDT version or the transaction itself. 

Once done and the issue keeps going, I advise communicating with our Customer Support Team. They can double-check the main cause of the error in a secure place and can provide a resolution about the issue. Also, they can create an investigation if necessary. 


Here's how: 


  1. Go to this link:
  2. Enter all the necessary details. 
  3. Hit Submit


Our support is available M-F from 6 AM to 6 PM PT. Ensure to call them within that hour to ensure we address your concern quickly. 


I'd also encourage you to visit this article to know the commonly asked Payments questions: QuickBooks Payments FAQ.


Please know that you're always welcome to leave a comment below if you have additional questions about deposits. I'm eager to help you out. Be safe. 

Level 1

Record Merchant Services Deposits

I'm having this same issue. Did anyone resolve this? I have been trying to get help from Intuit for 4 days now and I keep getting bounced from chat to chat trying to connect with the elusive correct expert. I'm ready to punch a wall in frustration. If anyone has any suggestions, I'd be forever grateful.

Kristine Mae
QuickBooks Team

Record Merchant Services Deposits

Let me help you from here, Smgabby.


The error you've encountered has different causes. We have corresponding solutions depending on the reason. You can check this article for the steps: Error in Merchant Deposits "A payment you are trying to download can not be matched or recorded".


If it didn't make any difference, though, I suggest reaching out to our customer care support again. I know you've called us several times already. However, live agents have more tools to help you resolve your concern.


The Community is available 24/7. Feel free to let us know if you have other concerns. Keep safe!

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