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N
ns21
May 13, 2022
Question

Merchant Services

  • May 13, 2022
  • 4 replies
  • 22 views

Merchant Services has not been downloading or matching transactions for almost two weeks now.  I have called twice and both times I am told that they are aware of the issue and are working on it.  Is this going to be fixed or am I going to need to get a different merchant services account.  This is unacceptable service.

    4 replies

    R
    RCVQuickBooks Team
    QuickBooks Team
    May 13, 2022

    I know that this hasn't been easy, @ns21. 

     

    I would also feel the same thing where Merchant Services has not been downloading or matching transactions for almost two weeks. I'll take note of your experience with our customer support so we can submit proper feedback to our Management Team. We'd like to have this opportunity to help you in a more timely and efficient manner in the future. 

     

    At this time, this is still n ongoing issue where Merchant Service Deposit (MSD) is stuck in "Please wait... We're matching your deposits to Quickbooks desktop records." In this case, I'd suggest contacting our To speak with one of our agents from the QuickBooks Merchant Support Team, please check out this link: QuickBooks Online with Payments & Merchant Service Center. From there, they'll add you to the list of affected users and will send you an email notification once there's an update on this case. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

     

    I also encourage you to review some of our commonly asked payment questions through this article: QuickBooks Payments FAQ. Visit our QuickBooks Payments page for more insights about managing your customer payments on your account.

     

    I'm just one post away if you need a hand with processing customer payments or any QuickBooks related. I'll be here to ensure your success. You have a good one. 

    N
    ns21Author
    May 13, 2022

    Is there an ETA for the fix?

    M
    MLA
    May 20, 2022

    Hello, MLA.

     

    I understand it's been a few days and you still haven't heard or received any updates for your customer payment downloaded in QuickBooks Desktop. I'll provide some updates on this matter.

     

    Our engineers are currently working to resolve this issue. They have already identified the problem, which is caused by the Internet Explorer browser, which Microsoft no longer supports. We're unable to provide a specific timeline for when this will be fixed. At this time, they're still working on switching the browser from Internet Explorer to Chrome.

     

    If you haven't been added to the list of affected users, please contact our Payment Support team. They have the tools to look up your account and put you on the list, so you'll get an email notification once the problem has been resolved.

     

    In the meantime, you can consider manually matching and recording your customer payments. I'll show you how.

     

    Step 1: Turn off automatic matching.

     

    1. Go to the Banking menu and select Record Merchant Service Deposits.
    2. Click Change your deposit settings.
    3. Turn off Auto match & record setting.
    4. Hit Save.

     

    Step 2: Manually match and record payments.

     

    1. Go to the Banking menu and select Record Merchant Service Deposits.
    2. Click the Add payments to record tab.
    3. Hit the small arrow icon ▼ next to the first deposit on the list.
    4. Review the payments in QuickBooks.
    5. Choose Add payments in the Action column to add payments to the bank deposit.
    6. Compare the deposit total in QuickBooks with the deposit for that day on your bank statement.
    7. When everything matches, select Save and close. 
    8. Review each bank deposit on the list.
    9. When you've added all the payments in QuickBooks to a bank deposit, hit Record deposit.

     

    The deposits you make are saved under the Recorded tab. Each deposit made in QuickBooks should correspond to the deposit made on your bank statement for that day.

     

    For future reference, I'm also including this article about how to fix issues when the downloaded or recorded payment can't be matched: Fixing error in Merchant Deposits.

     

    If you have any additional questions or concerns about your payments, please let me know and I'll gladly answer them. Do you want to do something else in QuickBooks or the Merchant Service Center? If so, please lay down what you need to do and I'll guide you.


    I have Quickbooks Accountant Desktop 2020. But I did try what you suggested, but it did not work. As the payments are not even loading into the "Add payments to record" screen for me to pick manually. How do I get the payments to load? Thank you

    M
    markinstl
    May 20, 2022

    "Please wait... We're matching your deposits to QuickBooks Desktop records"

     

    We are having the same issue here. It began happening after Quickbooks 2020 Pro installed the latest update. Luckily until today I avoided installing that update on one of our other workstations and could still process merchant deposits. Unfortunately today Quickbooks forced me to install the update now that workstation no longer processes merchant deposits.

     

    I'm in chat with Intuit now as instructed to 'notify' them we are also having the issue. This seems pointless and it taking valuable time.

     

    Mark

      T
      tpinkham
      May 24, 2022

      We also are having this issue.  I have called twice when i called last week i was told it would be fixed in an update on Friday.  There has not been an update.  This is not good service.  It has been almost a month since the issue started.  Quickbooks this needs to me priority!  

        M
        markinstl
        May 25, 2022

        I'm in IT so this was easy for me to do but this has been my work around until Intuit issues a patch...

         

        I created a Windows 10 virtual machine so I'd have a clean Win10 install to work with.

        I installed my original download of Quickbooks 2020 R6 then unchecked auto updates so it wouldn't update.

        This allowed me to open my existing company file and perform merchant deposits. Quickbooks did nag about opening a company file formatted for a newer version of Quickbooks, however, it still worked. When I'm done with the merchant deposit I close Quickbooks on the virtual machine then open it on my workstation and carry on as usual. I'm only using the virtual machine to process the merchant deposits.

         

        It's dumb that I have to do this but it beats manually entering the credit card transactions and deposits.

         

        Mark

        S
        since2007
        May 25, 2022

        We tested the Merchant Services Deposits function in our QB Desktop 2020 Premier yesterday and the error:

        “Please wait… We’re matching your deposits to QuickBooks Desktop records” is no longer appearing, and the records matching function is now working again.  We did not download any QB software updates so the fix seems to be internal to QB. 

        Keeping our fingers crossed...

          M
          markinstl
          May 25, 2022

          I just tried it and it worked for me also. YAY!

           

          So much for getting notified about the fix... What a racket.

           

          Mark

            N
            ns21Author
            May 26, 2022

            I didn't get notified either despite being told by three reps that I would.  Poor service.

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