A few days ago I encountered a problem; whenever I try to enter a payment to this customer or try to open this customer's payment information, QB shuts down. I ran the verify and rebuild, but it gave me Error 310 with 34 decryption errors related to credit card information. However, this particular customer shows as paying by cheque, not credit card. The program does not allow me to go in and enter a dummy credit card number for this account as it shuts down whenever I try.
I even tried removing the credit card protection and then trying to fix the problem, but I run into the same issue.
The other problem I have is that the error report lists 34 customers whose credit card encryption files need to be corrected, but the report lists them as Customer ID: 34, or Customer ID: 256, etc. I do not use numbers for our customers, but use the customer names. How do I correlate the list of customer ID numbers with my list of customers?
Hello there, @Princely1.
Let me help isolate the errors displayed in the QBWin.log when the Verify Data utility fails so you can enter payment for a customer and to resolve your customer report list.
First, I appreciate the steps you've performed by checking the data damaged using the Verify Data utility. What you need to do next is look for the error message in QBWin.log to see what is affected.
Please follow these steps below:
Right after, let's edit the credit card number of affected customer to removes the damaged data. Here's how:
If a lot of customers are affected, you can check Use advanced import to override damaged credit card info. This way you can do it efficiently.
Once done, let's run the verify data utility again to check if the data has no longer any errors.
You may also check this article for the detailed troubleshooting steps: Error: QBwin.log: LVL_SEVERE_ERROR--GetDecryptedCreditCardNumber The decryption has failed.
If you need further assistance with the steps, I recommend contacting our QuickBooks Desktop Support Team. They have additional tools to pull up your account and do a remote session.
Here's how to contact our technical support:
Please let me know how it goes. I'll be around to help if you have any other questions. Have a good one.
Thank you for your assistance, but you seem to have missed the main problem; when I try opening the Payment Settings tab for this customer it does not allow me to make any changes to the settings as QB shuts down. I do not know what Encryption Error 310 is, but it is preventing me from applying any payments or modifying any of the settings for this customer.
I appreciate you getting back to us Princely1.
Let me help you further in resolving Encryption Error 310 in QuickBooks and apply for the customer's payment.
There are possible reasons for this issue and there are several solutions to resolve this. This error can be caused by the following:
Updating your QuickBooks release version is a good start when it comes to fixing program-related issues.
For more recommended solutions, check out these articles:
Also, you may find this article helpful: Unrecoverable Error: General Troubleshooting Steps.
For additional help, you can also reach out to our QuickBooks Desktop Support. They have additional tools to assist you in getting this resolved.
Please get back to me if you continue to get the same results so I can look further into this. I'll stay around to help you out.
Thank you for your suggestions, but the update did not help and I cannot find anything regarding Error code 310.
Hello there, @Princely1,
Let's get rid of the error so you can process the customer payment with no issues.
The error code 310 is due to damage in the encryption of sensitive fields such as credit card numbers, Social Security, and bank accounts.
In QuickBooks Payments, you're unable to delete the customer's credit card information. You can only edit them.
To resolve this issue, you can replace a non-transacting card number to overwrites your customer's saved credit card info.. Here's how:
If you're still getting the same result, you can merge the customer account without a credit card info. Let me show you how:
To learn more about merging accounts in QuickBooks Desktop, please go to this link: Merge Accounts, Customers, and Vendors.
Let me know how everything turns out by leaving a comment below and I'll get back to you.
I tried merging customers and I still have the same problem of QB shutting down whenever I try to open this customer's payment information or try to make a payment towards their account.
Hi again, Princely1,
I appreciate you for following the troubleshooting steps provided by my colleague MaryLandT. Since the issue still persists, I encourage you to get in touch to our QuickBooks Desktop Support Team. They have additional tools to do a remote session to investigate it and process another troubleshooting steps.
Here's how to reach them:
In case you need tips and related articles in the future about the "How Do I" steps in QuickBooks Desktop, visit our QuickBooks Community help website for reference: QBDT Self-help.
I appreciate your patience. Please know that you are always welcome to post here again if you have any other concerns. I'll be around to help. Take care.