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Level 2

Mysterious RECON postings

We have several payments that have posted to "Quickbook Customer" that all have RECON under the NUM column. We've found that these are duplicate payments on some credit card payments. 

We ran the customer's credit card and those payments post fine, but these just show up and I can't figure out how to get them out. Any ideas?

11 Comments 11
QuickBooks Team

Mysterious RECON postings

Hi there, cyntthor.


It could be that one is downloaded and the other one is manually recorded that's why they're showing as duplicated transactions. I'd recommend logging in to your Merchant Account to review your customer's payment.


Here's how:

  1. Go to Merchant Service Center.
  2. In the Activity & Reports section, click Deposits.
  3. Enter the appropriate date range, then click Search.
  4. Under the Fee column, click the arrow to view the details.

You can also check this article about searching for deposits or fees in the Merchant Service Center.


Then, you can delete these duplicated transactions. Also, I'd recommend contacting our Customer Care team so we can further check why you're seeing the RECON under the NUM column.


To do that, please follow these steps:

  1. Go to Help, then choose QuickBooks Desktop Help.
  2. Enter a piece of information in the Search field.
  3. Click Contact us.

If you need further help, please don't hesitate to get back to me. 


Level 2

Mysterious RECON postings

Hi Joyce,


I have identified the credit cards from the merchant account that are involved.


When we run a credit card for a customer, it is always done from their account. We pull up the invoice and then click “Receive Payments”. When the card is run, it posts to the customer’s account and puts it into “Payments to Deposit”.


When we receive the funds, we go into “Payments to Deposit” and we make the deposit.


That usually takes care of it.


However, these RECON payments are just showing up in the Accounts Receivable under “Other Customer” or “QuickBooks Customer”. Most of the time, they do not show up under “Payments to Deposit”. Although, this January, we did have 1 credit card transaction show up 3 times in the “Payments to Deposit”.


Unfortunately, it looks like my bookkeepers didn’t recognize that 2 of those transactions were bogus and they actually made the deposit. Now they are sitting out there in my Uncleared Transactions on my bank rec.


I have no idea how to get rid of them. I’ve tried to delete them, but I get the message:

I’ve tried to go into my check register and “Revert”, but that doesn’t do anything and there is no way within the “Payments to Deposit” to delete it.


I’m at a loss on how to resolve this!


Mysterious RECON postings

Hello there, Alireza355.


I want this issue with reconciliation gets taken care of.


This is a common import issue with Merchant Services. When importing deposits into QuickBooks, make sure to select the correct customer. 


This issue can be fixed by deleting the payment that was downloaded via Recon.


I've got you an article that provides the steps on how to resolve duplicate merchant deposits in QuickBooks: Resolve duplicate merchant service deposits.


If you're unable to delete it, I suggest you reach out to our QuckBooks Merchant Support Team. They'll be able to help you get rid of these duplicates.


Just in case you'd love to know more about processing payments for credit card transactions, feel free to check out this link: Process a payment in Merchant Service Center.


Keep me posted on how it goes. I'm still here whenever you need help while working with reconciliation in QuickBooks.


Level 1

Mysterious RECON postings

Hey Cyntthor,


Did you ever figure out how to fix this or why it happened? I have been searching for answers for days and I'm still in the exact same spot as I was when I started. I still cant even find a phone number to contact Merchant Services. Any help would be greatly appreciated.


Mysterious RECON postings

Thanks for joining this conversation, @TashaTGW.


As mentioned by my colleague above, this is a common import issue with Merchant Services. Just make sure to select the correct customer when importing deposits into QuickBooks. 


If you already followed the steps shared in this thread, I highly suggest contacting our Merchant Support (QuickBooks Payments) team. They have tools such as screen-sharing (remote access) that can pull up your account in a secure environment and check the cause of this odd behavior. They can also perform other troubleshooting steps to fix this for you.


To reach them, please refer to this article and proceed to QuickBooks Desktop with Payments section: Contact Payments Support.


Here's a list of articles that may help you with the most commonly asked questions about QuickBooks Payments: QuickBooks Payments FAQ.


Please let me know how the call goes or if you have any additional questions. I want to make sure everything is taken care of for you. Have a good one!

Level 1

Mysterious RECON postings

We just had something similar happen, but they are not duplicated postings. 


I entered clients for each charge, then selected add payment (listed as credits to be held for future invoices) in the Merchant Service Center and when I made the invoice, there was no charge there. I found a "other customer" account in our clients list, and it's just that charge. There is no duplicate that I can see. How can I possibly re-apply these to clients without having to reverse them or delete? 

Level 1

Mysterious RECON postings

We are having a similar issue with charges from 6/29. I applied customers and asked them to be retained as credits until an invoice was created. However our controller just noticed that we received a "quickbooks crashed while attempting to record deposits" and these charge were left in the open air with no data-ergo the "other customer" client profile was created by the software. Is there a way to apply them to clients without having to revert or delete? 

QuickBooks Team

Mysterious RECON postings

I appreciate you for joining the thread, Mercedes.


I can see the importance of reapplying the credits or charges to the correct customer without deleting entries. At this time, our only option is to remove or delete them from your record. This way, you can link them to the desired customer's name.


Here's how you can learn more about reversing or deleting transactions in the Merchant Service Center: Void or refund transactions in QuickBooks Payments.


Aside from that, I also recommend reaching out to our Payment Support for further assistance. A live representative can review your account securely and investigate the unusual posting of your customer's transactions.


Moreover, you can check out the topics from this article for more tips about tracking your sales and other customer transactions: Get started with customer transaction workflows in QuickBooks Desktop.


If you have any other questions, please let me know by adding a comment below. I'm more than happy to help. Keep safe!

Level 1

Mysterious RECON postings

Has anyone figured out how to fix this yet? I have charges showing up from 2018 through 2020 now. I have done everything on here to try and remedy this but nothing. New charges keep showing up. I know how to apply charges to the correct customer. I cannot just go and delete payments. I don't know why QB decides to put some CC charges into "RECON" and then apply the others correctly even on the same day. I have called and I wait on hold forever. There has to be a solution. I have been doing this for 25 years and cannot figure this out. SO far I have $11k sitting there as a credit on my reports under RECON. ???? 

Level 1

Mysterious RECON postings

This happens to me too!!! UGH!

Level 1

Mysterious RECON postings

So we had numerous Intuit payments that were held for "pending investigation" because they were over $50K (lesson never have payments over $50K).  When the payments finally released they generated double transactions that showed as deposits pending.  They could not be deleted.


What we wound up doing was creating a dummy bank account in QuickBooks and depositing the transactions into that account.  After that, we went to chart of accounts, right clicked on the dummy bank account and clicked on "Make Inactive".  The deposits are gone and the dummy account is hidden.


Not sure if that was a fix or a band-aid but the transactions are gone.  And so was 4 hours of my time on a call with support.


Hope this helps someone.

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