Receive payment not working in Quickbooks Apps or online. 'Save and New' button does not do anything - anyone else having this problem - please help if you know the fix.

You'll want to reset the app data, mmenglish14.

This will help clean out the cache and memory-clogging files in your QuickBooks Online (QBO) Windows App. Just click on the Help menu and choose Reset App Data. Then, close and re-open the app. 

If you're still experiencing the same issue, I recommend uninstalling and reinstalling the app. 

1. From the Start menu.
2. Go to Settings, then select System.
3. From the left pane, select Apps & features.
4. Choose the QuickBooks Windows app and click the Uninstall button.

Then, click here to reinstall the app.

You can also check out this article for further guidance: QuickBooks App for Windows and Mac: General support.

Give this a try and keep us posted about the results. We'll be around.

Thanks.  Have already tried that.  Installed app on a fresh laptop - same issue.

Also - have same issue online via browser.

Can't seem to figure this one out.

We already have this issue reported, mmenglish14.

Our Engineering Team is working on the permanent fix. While there isn't any workaround, please contact our Customer Care Support. We will need to add your company information to the affected user lists. 

Here’s how you can reach out to us:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Select Start messaging or Get a callback.

For any other questions or concerns, feel free to visit the Community at any time. Thanks.

I am having the same problem with quickbooks online. I can not get the receive payments to work. I have tried all the suggestions. I just tried the Help button and can't get that to work either. I have also tried chatting and calling. Wait time on call was over 1 hour. I chatted with someone but they did not seem knowledgeable enough to help with my situation.  This is becoming a very frustrating. I need to be able to receive payments on invoices from my customers.

This is not the kind of service we want you to experience, @pence. I want you to know that helping you is our number one priority. I am here to help you on how to receive payments on invoices. Please follow the steps below: 

1. Click the Sales, choose Invoices. 
2. Open the invoice you want to receive payment. 
3. On the right side corner tap Receive payment. 
4. Press Save and close at drop-down arrow. 

Once done you can view the payment if successfully deposited. Open the invoice, then under Payment Status, there should be PAID. Also, you can click the hyperlink 1 payment made to details.  

However, if you're still unable to receive payments, we can perform some basic browser troubleshooting to fix the issue.   

There are times that the browser is full of frequently accessed page resources, causing some unusual responses. We can start by accessing your account in a private browser. This process will help us point out if it's a browser-related issue since this mode doesn't save site data.

You can use the shortcut keys that I've listed below.
 

• Ctrl + Shift + P (Internet Explorer or Firefox)
• Command + Shift + N (Safari)
• Ctrl+ Shift + N (Google Chrome 

Once you're in, let's try to open the invoice and perform receive payment steps again to double-check it. If it succeeds, we'll have to go back to your regular browser and clear the cache to get rid of the accumulated site data. Clearing it will refresh the system, and you'll be able to work with clean trash. However, if the issue persists, try using other supported browsers. It could be that the one you're currently working on has a temporary issue with QuickBooks.    

You can refer to this link to learn more about Payment deposit: Find out when QuickBooks Payments deposits customer payments. 

That's it. This should help you point in the right direction. Let me know if you need more assistance with this. I'll be around to further help you. Have a great day!

I have a similar issue. My QB Pro (desktop) 2018 version just started not allowing me to open

the "receive payments" option.  It looks like it's trying but it keeps giving me this message:

"You can only deposit to Banks or Other Current Assets account types". Nothing has changed in the

account types for this Bank Account.

A week ago my On-Line - Receive Payments and Invoicing on my Mac suddenly stopped working. It works fine on our other Mac computer. Why just this one? It is older than the other one and could have a lot of junk in it.  Everything else works. I hear the frustration in the other posts.

Was this every fixed? I am now having the same issue and that dump automated Help thing doesn't have a clue on what I am asking it.

I appreciate your time chiming in on this thread, Tropical Creations.

It seems you have already followed the troubleshooting steps above. I also checked our reports and didn't find any ongoing issues related to this.

Since you're still not able to save the customer transactions, I recommend reaching out to our Customer Care Team. They have the necessary tools to investigate what's causing this behavior.

Here's how:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and proceed with I still need a human.
3. Click the Contact us link.
4. Select either Messaging or Callback.

On the other hand, you can also manually add the transactions in your account register. The steps are included in this article: Manually add transactions to account registers in QuickBooks Online.

Please keep me posted on how it goes. I'd like to make sure this issue is resolved for you. Take care and stay safe!

I am currently having this same problem. did anyone have any luck getting it fixed? 

Bonne

I appreciate you for sharing your issues in this thread, Bonne.

I’d like to make sure that I provide you the best resolution so you’ll be able to receive your customer’s payments. Were you able to perform the steps shared by colleagues JaneD and AileneA above? If not, I recommend performing them to isolate this issue.

If you’re using our QuickBooks Online (QBO) Desktop App for Windows and Mac, please know that due to limited use, we stopped supporting these apps. We are now focusing on investing in other functionality that matters to your business. For more insights about this, check out this link: QuickBooks Online Mac and Windows Desktop App update.

However, if you're referring to QBO Mobile App, I suggest reinstalling and installing the app. This will delete all the data stored from the app and start with a clean slate.

If you have already performed all the steps and the issue remains, I recommend contacting our Support team. They have the tools to securely check your account and investigate the cause of this behavior. Here's how to reach out to them.

1. Go to the (?) Help icon.
2. Select the Search tab.
3. Click Contact Us.
4. Enter a brief discussion of your concern and click Continue.
5. Select either Chat with us (if you preferred messaging) or Give us a call.

You can also see this article for more details and review their Support hours so you'll be accommodated: QuickBooks Online Support.

Once the issue resolved, you can utilize this link for guidance in recording customers payments efficiently: Record invoice payments in QuickBooks Online.

Keep me in the loop if you have any other concerns or questions managing your invoices. I'll be around ready to help you. Stay safe!

I’ve been having the same issue for a few weeks now with the app. Getting pretty old. 

We've been having this issue the last couple of weeks. Much later than the original posting AND we are not using the app. To re-iterate, the Save and NEW button automatically reverts to SAVE and CLOSE after the first payment received.  Has there been a solution to this? We have 3 users on 3 different computers having the same issue.

Hi Melissa016!

Thanks for joining this thread. Let me assist you in receiving customer payments.

We already escalated this issue about the new blank transaction that loads and defaults to Save and Close instead of Save and New. It'd be best to reach out to our Support Team so that your info will be added to the investigation which can help our engineers to check for the cause and come up with a fix.

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter "Save and New Button".
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

For now, you can re-click the drop-down so you can select the Save and New button.

Also, you'll want to check this link: Customize invoices, estimates, and sales receipts in QuickBooks Online. This will show you how to personalize the sales forms in QuickBooks Online.

Leave a comment again below if you need more help with customer transactions. Take care!

I am having the same issue.  Everything else works with Save and New except the receive payments.  You would think they would have this figured out by now.  Have asked about it and nothing.  Might be time for a different program?

This isn't the kind of impression that I'd like you to have, HC61.

Normally, the default choice is whatever option was picked after the transactions were saved. Due to the update made with QuickBooks, the option in the Received payments has changed and was defaulted to Save and close.

I understand how beneficial this would be if it were back to the way it was before. With this, I encourage you to manually select Save and New so you will stay on the Receive payment page. This way, you'll be able to keep recording payments.

Additionally, I've also included the following articles that'll help you view and manage your transactions in QuickBooks Online.

• Run Reports
• Sales and Customers
• Invoices and Payments

You can reach out to the Community at any time. We're always around to help. Have a great day!

It doesn't make since that I have to go to a drop down to click on Save and new each time when if I click on it should stay on save and new until I have entered each check.  Why would someone want to choose save and close after each payment is received especially if they are doing a whole stack of payments at once.  Save & new should be the default and save & close should be an option to choose.  

This has been going on for 2 years??!! And it's not fixed????

I can't use the "receive payment" link. I cannot use the "Find match" or "Find other matches" buttons.

And yet, every year my subscription costs 30% more than the year before.

How do you value your customers' time, Intuit? Will you be issuing a refund for my lost time? Will you *somehow* take responsibility for a serious glitch that you have allowed, apparently, to continue for over two years?

Beyond frustrated with this corporation.

I understand how upsetting it can be when technical issues persist for an extended period, Normn. I tried them on my end and everything works fine. 

May I ask when was the last time you successfully utilized the Receive payment link and the Find match button? Did you encounter any errors or unusual responses when attempting to click the said buttons? Additional details will help us trim down the possibilities of this behavior.

If you're using a browser, you can follow these steps as initial steps to fix them. This will create a temporary session that helps isolate the behavior you encountered.

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

If the issue is resolved, you can switch back to your regular browser. Sometimes, cached data can interfere with the proper functioning of features. Clearing your browser cache can help resolve this issue. Additionally, try a different browser or device.

On the other hand, if you're using the QuickBooks Online Desktop app, I suggest redownloading the app. Log in to your QBO and go to the Gear icon. Then, select Get the desktop app.

If you get the same outcome, let's examine why you're still facing that kind of behavior. Please give us short call to help you further with this matter. Within your QBO account, go t Help and select  Contact us.

Lastly, if you're using QuickBooks mobile app, you can visit this link: Compare mobile app features. It provides details on which features are supported on mobile devices.

Should you need any further assistance or have any other questions, please feel free to share, and I'll do my best to help.

Okay, so this works. Thank you for your quick response. I appreciate that.

I still think it's a problem that Intuit has known about this issue for over 2 years and, even as it pushes people to move from the desktop software to the online version, has not addressed it.

At the very least, this should be an easily visible question and answer within the help db, don't you think?

Have a good day,

As a follow-up - even with a New, Private window in the browser, this still glitched. I click on "Find other matches" and it brings me back to the payment summary. I then have to hit the browser's Refresh button, which then takes me to the listing of clients that I need.

And I need to do this every time.

In the end, it's not terrible, but why do we have to wade through this to get this program to work at such a basic function? And how should I read my annual email which says they are raising the cost of QBO by a couple of hundred dollars - again - in order to provide a "better product?"

Perhaps Mr. Goodarzi could forego a small bit of his annual $27 million compensation and hire a few more quality coders.

I understand your sentiments, @NormnM. I can imagine how frustrating it must be to encounter software glitches in QuickBooks Online. It can be disheartening when technical issues arise, especially when you're trying to manage your finances efficiently. No worries, I'm here to make it up to you by making sure we're able to pinpoint the reason for this behavior.

However, since software glitches can occur for various reasons, I will be needing more information about this glitch you've been experiencing. Did you happen to encounter any error messages when clicking on the Find other matches button? Any additional information will be much appreciated as this will help me find the root cause of this behavior. A screenshot will also do for my visual reference. Be sure to filter any confidential information.

I'll be keeping an eye out for your reply and as always, I'm willing to give out some more information if you have more questions. You can tag me in this thread and I'll get back to you the soonest.

No error messages. Running QBO via Firefox 115.0.2 on a MacBook Pro running 13.4.1.c

The issue is internal links within the program, as mentioned - Receive New Payment, or Find Other Matches, simply returns the screen to where it's at. In other words, nothing happens.

Those are the only 2 links I know of. There may be others.

Hello there, @NormnM.

I acknowledge your feelings about the inconvenience of being unable to receive payment and match transactions in the program. Know that we aim to serve you best in your comfort.

Upon checking my resources, there's an open report (INV-90323) about being unable to match banking transactions on the bank feed as the page does not load. With this, I highly recommend contacting our Support Team. They will add you to the list of affected users so you get notifications about its progress and fixes.

Here's how:

1. Go to the Help icon and choose Search.
2. Select the Contact Us button and enter your concern.
3. Press Continue.

You can also share the issue you're experiencing when receiving payment. Our representatives can help figure it out and provide troubleshooting. Visit this page for other ways of connecting with us: QuickBooks Online Support. 

See this article to learn how to personalize sales forms to improve business communications: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Once everything is good, refer to this guide to review transactions and match them to your real-life bank statement: Reconcile an account in QuickBooks Online.

Please be reassured that our Support Team will help you resolve this issue. Organizing invoices and managing bank transactions at your convenience is our focus. Take care.