What could be the reason why the "Enter bank info" button for ACH option is missing under the primary payment method window in the clients tab?

Hi @_Jep,

Thanks for posting here today. I'll share some information about the "Enter bank info" button. Let’s run some basic troubleshooting steps to isolate the issue. Open QuickBooks Online (QBO) using the incognito mode or private browsing. This help determine if this is a cache-related issue or not. Thus, the webpage is preventing the online program from viewing this button. Let me guide you how.

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + N
• Safari: Command + Shift + N

Next, go back to your client and then check if you have now the button for "Enter bank info." If it does, head back to your regular browser to clear the cache. This process will optimize the QBO performance. If you continue to get the same result, use a supported browser and enter the bank info from there.

Here's the guide to learn more about ACH: Process an ACH bank transfer from a customer.

I've also added this link in case you need help managing bank-related tasks. It has our general banking topics with article and some videos: Banking.

Don't hesitate to reply to me again if you need help with ACH banking or with QuickBooks. I'll be right here for you. Take care and have a wonderful day ahead.

Hi Shiella,

I tried using different browsers, incognito tabs, and cleared my cache but still got the same problem. I believe this is more of a software bug because it appears on my existing clients and not on the new ones.

What triggers/enables the "Enter bank info" tab in the payment section? I really need this option to work moving forward.

Please see attached file for reference.

attachment...

Thanks for the update and for sharing a screenshot of what you can see in your QBO account, Jep.

We'd really want to make sure that you're able to set up ACH payment info for new clients. Since you're still getting the same issue after switching to incognito or using different browsers, I recommend reaching out to our customer support teams. They can take a closer look at your account to determine what's causing the issue. 

Here's how to reach out to them: 

1. Go to the Help menu in the upper-right hand corner of your QBO account.
2. Type in "Talk to a human" in the chatbox, then press Enter.
3. Select Get help from a human.
4. Click Chat with us or Have us call you.

They're open from Monday to Friday, between 6 AM to 6 PM, Pacific Time. They are also open on Saturdays from 6 AM to 3 M. Here's an article about their contact details: QuickBooks Online Support.

Don't hesitate to get back here and update us and share another update if you're able to put in ACh details for new customers.