QB Desktop Freezes during Credit Card Processing

Thanks for coming to the Community about this, TW Scott.

I've reviewed our ongoing/solved investigations and can confirm there's currently no records of subscribers reporting that QuickBooks is freezing while processing credit cards.

Since your books are freezing up while processing cards, I'd recommend using the Verify Data feature to see if anything needs to be rebuilt.

Here's how:

1. Choose Window, then Close All.
2. In your top menu bar, go to File.
3. Click Utilities.
4. Select Verify Data.

After verification's complete, you'll see one of a few possible messages. I've listed each of them and their meanings:

• "QuickBooks detected no problems with your data," - No action is required.
• "Your data has lost integrity," - This indicates that there's data damage in your company file. You'll want to perform a rebuild to correct the problem.
• An error message could display. If so, there might be an article about it. Try searching Intuit's QuickBooks Desktop support site for specific instructions.

If your Verify/Rebuild Data utilities didn't solve the issue, you can get in touch with our Customer Care team so they can conduct further research:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
   
4. Hit Continue.
   
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary. Be sure to review their support hours so you'll know when agents are available.

I'll be here to help if there's any additional questions. Have an awesome weekend!

Thank you for the response.  I'm using QB in a multi-user environment - I'll wait till this weekend to try this so I can login with Single-User Mode.  

This problem is only presenting on 1 of 3 PC's using QB, so there's probably not a problem with the company file.  

Thank you for the thoroughness!

I have the same problem, quickbooks desktop pro 2020 freezes during credit card processing. The card is swiped and while the window with the scrolling dots is displayed the program freezes. There is no confirmation of the transaction being approved or not. The computer doesn't freeze bit it must be shutdown to get the quickbooks programs to close. The transaction does always go through but quickbooks has no record of it except in the merchant account window. This problem appeared a few months ago and rarely did it occur. Now the problem is more common and may happen several times each day.

I have desktop pro 2020, Edge Version 94.0.992.50, Edition Windows 10 Pro
Version 21H1
Installed on ‎11/‎17/‎2020
OS build [removed]
Experience Windows Feature Experience Pack 120.2212.3920.0

So, yes, there is others who have this problem AND it seems to be getting worse!

Let me help share insights to ensure you're able to process your credit card transactions, @foxtrot30711.

In QuickBooks Desktop, there is a tool you can utilize that'll allow you to repair any unexpected challenging behavior like how the program freezes while attempting to process your credit card transaction. I'll show you the steps on how to accomplish this.

First set:

1. Download the QuickBooks Tool hub.
2. Open and install the downloaded file.
3. On the QuickBooks Tool app, select Program Problems.
4. Click Quick Fix my Program.

Second set:

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.

I'm adding this article with the topics you can use while recording common customer transactions: The Customer Transaction Workflows in QuickBooks Desktop.

It'll always be my pleasure to help if you've got additional questions about credit card processing. Use the Reply option below and surely I'll be here to assist you. Take care and stay safe!

@foxtrot30711 @TW Scott 

How big is your file size?

I take it that you are meaning the copy file size? If I thinking right, the company file shows to be around 77 MB. Thanks for your help.

You file size is not the culprit for now. Try creating a backup file (i.e QBB) and restore it with a new name. Did you encounter the same issue with this file? 

Hi there, foxtrot30711.

I appreciate you for coming back to the thread and adding some details about your concern. With this, I'll be sharing another set of troubleshooting to ensure your QuickBooks Desktop 2020 won't freeze anymore during credit card processing.

To fix the unusual behavior that you're experiencing, let's make sure you're running the updated Windows version and have the most recent release of QuickBooks Desktop installed. This is to keep your software up-to-date so you always have the latest features and fixes.

Here's how:

1. Go to the Help menu at the top.
2. Choose Update QuickBooks Desktop.
3. Go to the Update Now tab. You can select the Reset Update checkbox to clear all previous update downloads.
4. Click Get Updates to start the download.
5. When the download finishes, restart QuickBooks.
6. Accept the option to install the new release when prompted.

To view further details, you may pen this article: Update QuickBooks Desktop to the latest release.

If the problem persists, I recommend referring to this article and following the suggested instructions to resolve some issues when you can't use QuickBooks properly due to freezes: QuickBooks Desktop doesn't start or won't open.

Lastly, you may click this article to view different ways on how you can track customer transactions in QuickBooks Desktop: Get started with customer transaction workflows in QuickBooks Desktop.

Fill me in if you need further assistance with credit card processing. I'd be more than glad to help. Take care always and have a great day!

I already used everything in the tool hub and nothing was found nor did the problem go away.

Automatic updates for Quickbooks and windows are on. I suspent this is where the problem comes from. Microsoft has probably issued an update that Quickbooks doesn't like.

Running the repair option did find one file that needed attention. It was QBIDPservice. Maybe this fix will cure the problem. Anyone else encountered this file or know about its connection with freezing problems?

Thanks for getting back to the Community, @foxtrot30711. 

I appreciate your effort in processing troubleshooting steps to resolve issues that cause QuickBooks Desktop to stop working. 

Since you already performed the recommended steps and the issue persists, I encourage you to get in touch back to our QuickBooks Desktop Support Team. They have additional tools to do a remote session and investigate this further. They can also create a new investigation for this issue. Then, you will receive an email notification about the updates. 

You can follow these steps: 

1. Select QuickBooks Desktop Help from the Help menu.
2. You can also press F1 on your keyboard to bring up the same Help Panel. 
3. To route you to the correct support expert, we need to know what type of question you have.
4. Click Continue. 

Please refer to this article for more information: QuickBooks Desktop has stopped working or not responding. 

For your reference, you can also check out these articles for further guidance:

• Resolve data damage on your company file.
• Top data damage errors in QuickBooks Desktop.

Let me know how it goes in the comment section below. I'm always here should you have any follow-up questions and concerns. Take care and have a great day.  

I thought the problem had been fixed. Several days passed with no issues. Then just as before the card processing freezes again as previously. This issue is getting frustrating.

Hello, foxtrot30711.

I can see that you've already done the required troubleshooting steps from your previous replies. It's important that we get the issue fixed, so it won't happen again. 

To investigate more of what's causing the Credit Card processing issue, please reach out to our Customer Care Team. They have the necessary tools to review your account and check this further.

Here's how you can contact us:

1. In your QuickBooks Desktop program, go to Help > QuickBooks Desktop Help.
2. In the Have a Question window, click the Contact Us link at the bottom.
3. From the Contact Us page, select any topics.
4. Under Here's how to connect with a QuickBooks expert section, click the Start a Message or Get Phone Number button.

In case you need help with other task in QuickBooks Desktop, you can visit our general help topics page.This page will route you to the related help articles, Community discussions, video tutorials and more.

You can also leave a reply on this thread and we'll get back to you as soon as possible. Take care. 

@foxtrot30711 

It seems that your file is corrupted and Toolhub can't fix it completely. Chat Support and ask Data Service to fix it. Otherwise, you'll need a third-party service to check.

I ran the diagnostic tool.  I ran the fix company file.  

Things worked for a couple days, now it's back to freezing up.  I'll need to submit a support ticket.  I'm upsetting way too many of my customers.

It isn't the kind of experience that we want you to have, @TW Scott.

Let's try to isolate the issue by installing the QuickBooks Tool Hub and fixing the file from there. For the best experience, it's recommended to use the Tool Hub on Windows 10, 64-bit.

1. Close QuickBooks.
2. Download the most recent version (1.5.0.0) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop). If you've installed Tool Hub before, you can find out which version you have. Select the Home tab.
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.

For more detailed steps you can check out this article: Repair your QuickBooks Desktop for Windows

If the issue persist you can reach our Customer Support fix this issue. They have the tools to check why you're experiencing this. 

Here's how:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Click Contact Us.
4. Give a brief description of your issue, then select Let's talk and choose a way to connect.

Please check out our support hours to ensure that we address your concerns on time.

If in case you need some tips and related articles for future use, you can always visit our QuickBooks Desktop Help Articles page for reference.

Don't hesitate to tag my name in the comment section below if you have other concerns or questions. I'm always ready to help.

Yup!  This.

Right there with ya foxtrot30711

** UPDATE **

I ran the Tool Hub and all the diagnostic tools.  I rebuilt the company file which relieved the problem for about 2 days. Today I finally spent about an hour on the phone with tech support, and then Merchant Account tech support.  The company file was backed up, the QB File was uninstalled (repair), and updated.  So far, so good.  

***  UPDATE *** 11/1/2021

....aaaand we're right back where I started.  

Hello there, @TW Scott.

Since the issue persists after following the steps given above, I'd recommend getting in touch with our Customer Support again. This way, they can pull up your account securely and help check the cause of the issue.

To reach them, you can follow the steps given by my colleague @AbegailS_.

I've added this link for some tips and related articles for future use: Help articles.

Please know that you can always get back to us if you have other questions. I'm always here to help.

We are having the same issue of card processing freezing, along with certain cards not being accepted at all (local credit unions, First Interstate Bank).

We successfully ran the repair tools.

We run a computer company, our systems are all up to date.

Since we are using the card reader model GB21, is there anything that has worked for people running a newer card reader?

I also would point back at the fact that Quickbooks utilized Internet Explorer as a built in browser, which has always been an out of date and broken software that they have no support for. You cannot successfully operate transaction services on broken embedded software. 

Running cards on the mobile app works, but has no integration with Quickbooks desktop.

It is freezing on 2 to 3 cards every day now, manual entry or chip insertion.

Square processes every single card, the first time, without freezing, but charges more and has to be manually entered into Quickbooks daily.

We want this fixed as much as you do, Simplified.

There are no open cases the same as yours after checking our records. A new or old card reader should be working without any issue. It's as long as it's compatible with our program.
 

You'll want to follow the recommended steps provided on this thread. It'll help us isolate the issue.

If it didn't make any difference, I suggest reaching out to our customer care support. Follow AbegailS_ on how you can get in touch with us.

Once it's fixed, you can receive and process payments in QuickBooks Desktop without any issues.

You can post at any time in the Community if you have other technical issues. We're around 24/7 to help you. Keep safe!