Debit Card button grayed out

Let me help you get back on track, @AbbyAsh.

Let's perform a few troubleshooting steps you can the debit card button accordingly while working with QuickBooks Point of Sale (POS).

Firstly, let's update and make sure to install the latest released version of QuickBooks POS by following the steps below:

1. Go to Help.
2. Select Software Update.
3. Click Check for Updates.
4. If an update is available, you'll see an option to download and install it.
5. Select Update now.
6. Click OK.

However, if you've confirmed the latest released version is installed already, let's repair QuickBooks Instead. Let me show you how.

1. Go to Start.
2. Select Control Panel.
3. Under Program and Features, select Uninstall a Program.
4. From the list of applications, select QuickBooks.
5. Select Uninstall/Change.
6. Click Repair.

Additionally, here's a couple of articles you can read to learn more about the troubleshooting steps: 

• Update Quickbooks Point of Sale
• Repair QuickBooks Desktop Point of Sale

Finally, I've also included this reference for a compilation of the most commonly asked questions while doing business with us: QuickBooks Point of Sale (POS) FAQs.

Don't hesitate to post again here if you have other questions about payment processing with POS. I'm always around happy to help. Take care and stay safe!

JonpriL

Thank You for responding and providing the necessary steps to repair our QB POS.  Unfortunately, this repair procedure did not restore the Debit button on the make a sale screen which is still grayed out.    I am not certain if there are any other options in order to regain the ability to use the debit button.  So, my next question and concern is if it becomes necessary to reinstall the QB POS v18 software and restoring from our backup will the backup contain something, such as a corruption within the backup which will cause the Debit button to continue to be grayed out and unavailable?   I will be looking forward to your response and guidance to hopefully get this problem / issue fixed.  

Regards,

AbbyAsh 

Thanks for sharing more details, @AbbyAsh. Let's resolve the setup in your company preferences.

I appreciate that you followed the steps recommended by my peer, @JonpriL. In addition to his response, when company preferences are set up incorrectly, users commonly get the following issues:

• The option to sell gift certificates in Point of Sale (POS) is unavailable.
• Debit is not an available payments method in POS.
• Unable to select Discover or American Express.

In your case, you'll need to set up the payment type correctly in QuickBooks POS for QuickBooks Desktop company preferences to enable the Debit payment method button. Here's how:

1. From the Hardware Setup wizard and workstation preferences, select the correct pinpad model being used.
2. Click File and then choose Preferences, then select Company.
3. From the I want to option, choose Sales and then click Receipt tendering.
4. From the Payments method field, verify if the Debit/ATM card is checked.
5. Hit Save.

On the other hand, when it's necessary to reinstall your QB POS software and restore the backup data, this won't corrupt the file. Just make sure to store it in a secure device that contains anti-malware and antivirus to avoid data file corruption. Take a look at this article: Clean reinstall QuickBooks Point of Sale.

For an additional resource, feel free to read this article about giving your customers more ways to pay: Process and take payments in QuickBooks Point of Sale.

You're always welcome and free to comment if you have other concerns with payment options in QB POS. Anytime we can help. Stay safe, and have a great weekend!

@Jovychris_A 

Thank You also for responding to assist in helping resolve this problem.    Yes, I have checked to make sure the preferences in the area you instructions specifies have been set up correctly, which they are and were originally. 

I have even unchecked everything and saved which removes all buttons.  Then, I go back and rechecked to restore or populate the buttons and save.   No matter what I do the Debit button still remains grayed out.

I have no idea why all of a sudden this happened when I made a change to the receipt message and doing so caused this debit button to all of a sudden malfunction into a grayed out state when it was working for about 1 1/2 years since we installed.  

So, now if there are no other options to resolve this problem  it appears the only way to get this Debit button to be available is to do a clean install.  So, when doing a reinstall and restoring from our backup does the backup also restore all of our previous settings or will I have to go back in and manually set everything up again?

Regards,

@AbbyAsh  

Thank you for the prompt reply, @AbbyAsh. I'll point you in the right direction for support with your concern. 

Since you already went through the steps provided by my peers above and the issue persists, I suggest you contact our Technical Support team for further assistance. They can pull up your account within a secure environment and investigate this issue for you.

Take a look at this article for the steps: Contact Payments or Point of Sale Support. Please take note of their operating hours, so you know when they're available. 

Please feel free to get back here in the Community if you have other concerns. I'll be sure to get back to you. Have a nice day!

@Ryan_M 

Thank you for your response also.   I would have originally made contact with Intuit QB POS Technical Support Team.  However, which you should be aware since we are currently using V18 software Intuit support life cycle has ended which is why I came to this community forum with the hope of individuals like yourself and others within this Community Forum providing assistance with help trying to resolving this problem which seems to be more deep rooted with the software itself than just the simple fix guidance instructions I have received.   Also, due to the fact when Intuit rolled out POS V19 we had missed the ability to upgrade to V19 without cost for the software by 2 months based on the date we purchased V18.   Unfortunately when I received this information this immediately eliminated my decision to not even consider upgrading to V19.   So, with this being said and reading V19 has continual problems it is not within our best interest to spend the money upgrade to a problematic V19.   In the future we will more than likely expend the money moving to an alternative POS software.   

So, at this point I will probably attempt to follow the instructions provided by your other colleagues on how to reinstall QB POS V18.  Hopefully, the re-installation will be accomplished without totally rendering our POS useless.

Thank You to all who has assisted in this matter.

Regards,

@AbbyAsh