Merchant Service Deposits

Hello there, @on-tyme. Welcome to the Community.

I've got some information about the error you've encountered and help you perform some troubleshooting steps to isolate this matter. This way, you can get back to business and manage your deposit transactions in QuickBooks Desktop (QBDT) accordingly. 

The details you got from our customer support are correct that we currently have an open investigation about the error "Please wait...We're matching your deposits to QuickBooks Desktop records" when accessing the Merchant Service deposits. 

Based on the gathered data by our product engineers, the error happens because QBDT-Payments is in the process of switching the browser they use for file transfer (between the data file and Intuit servers) from Internet Explorer to Chrome. This is due to IE no longer being supported by Microsoft. 

With this, I would encourage you to ensure your QBDT software is updated to the latest release. This way, we can guarantee the program is running with the newest fixes and patches. I'll show you how.

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

Then, you can also perform these additional troubleshooting steps below to further isolate the error:

• Turn off the Auto match & record option and then re-launch the Merchant Services Deposit window.
• Link the same merchant account to a test/blank data file (in QBDT), launch the Merchant Services Deposit window, and then switch back to the original data file.
• Clear your browser's cache/history (Note: The article is for QuickBooks Online but the same steps apply to the QBDT version). Then, restart the system.

In case the error persists after performing the recommended troubleshooting steps, I'd recommend contacting our Customer Care team again. They can securely verify your account, create a case to further investigate the cause of the error, and guide you with a fix. To do this, here's how:

1. Go to Help, then select QuickBooks Desktop Help.
2. Select the Contact Us button.
3. Enter a brief description of your concern in the What can we help you with? field and click Continue.
4. Choose a way to connect (Chat or Callback). 

Once fixed, you may also want to check out this great resource to review some of our commonly asked Payments questions: QuickBooks Payments FAQ. This includes topics about funding status, managing Payments accounts, and transaction processing, to name a few.

We appreciate your patience regarding this matter. Please don't hesitate to comment below on how it goes and if you have other concerns about managing deposits and payment transactions in QBDT. I'm always around to help. Take care, and I wish you continued success, @on-tyme.

Rea: I appreciate your assistance.

How do I perform the following: Link the same merchant account to a test/blank data file (in QBDT)

Thanks for getting back to us in Community, @on-tyme. I appreciate you following the steps given by my colleague above. I'm here to help you link your merchant account to QuickBooks Desktop. 

Beforehand, please know that you can only use one QuickBooks Payments account for one company file at a time in QBDT. 

Here's how to link your payment account to QuickBooks Desktop so you’ll be able to process payments: 

1. In QBDT, go to the Customers menu.
2. Select Link Payment Service to Company File. If you see a message about credit card protection, fill out the fields and select OK.
3. Enter the user ID and password you used to sign up for QuickBooks Payments. Then select Sign In.
4. Select Connect. Or if you're transferring your payments account to another company file, select Transfer and then Yes, transfer.

Once connected, you’ll see an icon on the homepage. This shows that you are signed in and linked to QuickBooks Payments.

For details about connecting an existing payments account to QBDT, check out this article here: Connect your QuickBooks Payments account to QuickBooks Desktop. 

In addition, you can view this guide here to learn more on how to sing up for QB Payments you can connect your accounts automatically: Sign up for QuickBooks Payments. 

Keep me posted if you still have questions or concerns about managing your QB Payments. I'll be around for you. Have a great day!

I tried all the recommended steps and still have the issue. I talked to customer support and they said that the engineers are working to fix the problem and I would be emailed when the problem has been fixed. They had no timetable as to when the issue would be resolved. In the meantime, I accessed my bank's online account to view recent transactions. Using this information, I manually entered the credit card payments and transaction fees debits in QuickBooks.

I think the QuickBooks team needs to be proactive and notify their customers that are affected by this issue.

Merchant services has not been working for me either.  I'm also experiencing an error when sending invoices.  The charges from last week still remain visible when creating the invoices as if I never billed them.  I know I did and have the printed invoice to prove it.

Hi there, rlthompson.

I'll jump right in and give some information and solutions to the problem in sending your invoices. 

To help you fix this, we want to make sure your QuickBooks Desktop software is in its latest release. QuickBooks periodically provides maintenance releases and software updates to fix emailing issues, add features or enhancements, and update compliance information.

If the issue persists, I suggest contacting our Customer Care Team. They have the tools necessary to check your company file and help you send invoices without issues.

Here's how to reach them:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

To ensure that you'll be assisted on time, please see our support hours.

Additionally, I've included an article that'll help you learn more about managing customers' payments. This ensures you're able to receive and track funds accurately: QuickBooks Payments FAQ.

Kindly update me on the results in the comment. I want to ensure everything is working well for you, and I'm here to provide further assistance and insights. Have a great day!

On-tyme

Did you ever get your issue with recording merchant service deposits fixed or are you still recording your deposits manually? I am having the same issue since September and have not been able to get it resolved.