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snarkie
Level 1

Wrong email on QB Payments invoice payment page.

QBSE user.

 

I created an invoice and turned on what I believe is called "QuickBooks Payments" so the client can pay direct from the invoice. I clicked the payment link in the copy of the email I received to test it and noticed that the payment page lists the wrong email address under "Merchant Details" (see screenshot). It's displaying an old email (personal) address rather than my current (business) one. I've checked everywhere I can find and my email address is updated where possible.

 

I have noticed one place where the old address is listed, though I'm unable to change it. From QBSE, I go to:

Gear Icon > Invoice payments (which takes me to QB Payments) > Account > Users

My name is listed there with "Full Admin" permissions but with my old email address, despite my actual account information in QB Payments having the correct email address. I don't see any way to change it for this "user" version of myself.

 

I should note that the other information under "Merchant Details" (phone and address) is correctly using my recently-updated business information. It's just the email address that's displaying old info.

 

I've searched through many topics to no avail so I'm hoping someone here knows what the issue might be...

 

- Is OB Payments "Users" data where "Merchant Details" is getting the email address?
- If so, how do I change the email address for that sole user so that it appears correctly in "Merchant Details"?

- If not, where is "Merchant Details" pulling that email address from and how do I change it?

 

Thanks in advance for any help!

7 Comments 7
MaryLandT
Moderator

Wrong email on QB Payments invoice payment page.

Thank you for contacting us about the incorrect email address on file, snarkie.

 

You can change the email address associated with your QuickBooks Self-Employed account. And, I'm glad to show you how:

  1. Sign in to QuickBooks Self-Employed.
  2. Go to Settings ⚙, then select Intuit Account. This opens the Intuit Account Manager.
  3. Select the Sign in & security menu.
  4. Select the User ID, Email Address, or Password section.
  5. Make your changes.
  6. When you're done, click Save.

Once done, you can set up again the online payments. Learn more about this through this link: QuickBooks Payments.

 

To turn on QuickBooks Payments so customers can pay their invoices online:

  1. Go to the Invoices menu and create a new invoice.
  2. Select Customize.
  3. Select the Payments ▼ section.
  4. Select the Activate payments link and follow the steps.
  5. After you activate payments, select the Credit card or Bank transfer (ACH) toggle to turn on the options. 

If you receive the payment, you can manually record it or connect your bank to automatically download transactions. Then, categorize it base on your business needs.

 

Stay in touch with me if there's anything else I can help with your account information. I'm always around to help you.

snarkie
Level 1

Wrong email on QB Payments invoice payment page.

Hi, @MaryLandT ! Thanks for the quick reply!

 

I've already changed my email address in the Intuit Account so that part is good so far. (The email address is already changed everywhere except this one place.)

 

So it sounds like this one email under "Users" in QBP is where the "Merchant Data" is pulling from, then? When I initially activated QBP, the email address on my Intuit account propagated over to that system and changing the Intuit Account email address afterwards has no effect unless you "reactivate" QBP?

 

In that case, since QBP is already activated, I can't activate it again from the Customize > Payments section. There is no option to do so. (I can only turn on/off Credit Cards and ACH.) Would I need to completely close my QB Payments account and then re-apply and re-activate to get the new email address to propagate over? I'm really hoping that's not the case since I've already been approved, bank accounts are set up, and payments are processing. I may also need to change this email address again in the future so repeating this process is very tedious and interrupts my income at best. Is there no other way to change that one email address? If not via an admin then could I contact Support and have them make the change?

 

Thank you!

Mark_R
QuickBooks Team

Wrong email on QB Payments invoice payment page.

Thank you for getting back to us, @snarkie.

 

I want to make sure this is taken care of, and I'd like to redirect you to the best support group available to get this address right away.

 

The email address showing on the invoice payment page isn't generated under Users in your Merchant account. As mentioned above, the associated email address on your Intuit Account will show on the payment page. 

 

However, since it shows a different email address after changing it from the Intuit Account, I highly recommend contacting our QuickBooks Payments Team. This way, they can guide you on which option to take to show the correct email address on the invoice payment page. They either cancel your payments account and recreate it with the accurate email or change some settings from there.

 

Just in case you want to manually track sales tax in your QuickBooks Self-Employed in the future, feel free to check out this article for more guidance: Manually track sales tax.

 

Please post a reply below if you have other concerns with your transactions in QuickBooks Self-Employed. I'll be more than happy to assist you again. Have a great day and take care always.

jessejin
Level 1

Wrong email on QB Payments invoice payment page.

I have the same issue. How do we get this resolved?

Giovann_G
Moderator

Wrong email on QB Payments invoice payment page.

I can share another way to change your old email, jessejin.

 

In your Merchant account, you'll have the option to change your email address. If you haven't try and you have the current phone number, you can change your email from there. Then, you'll receive a verification code to complete the process. I'll show you how.

 

  1. Log in to your Merchant account.
  2. Go to the Account, then select Log in & Merchant Accounts.
  3. Click Change your User ID, Email, and Password. You'll be routed to the Intuit Account Settings.
  4. In the Sign In & Security section, click the Email address and change it to the new one if you see the old email.
  5. Once done, hit Save.

 

If the issue persists, I'd suggest reaching out to our Merchant Team. They have the tools to pull up your account and further help you change the information.

 

In addition, I've included this helpful article for more details: Find out when QuickBooks Payments deposits customer payments. Here you can find the steps to determine when QuickBooks deposits payments into your bank account.

 

You can always reach out to us again if you need further assistance managing your Merchant account. I'll always be here to assist you.

DA1949
Level 1

Wrong email on QB Payments invoice payment page.

Sorry this is off topic but, I do a lot of monthly billing to customers who ask for a statement with their new monthly invoice.  When I email them attached together the email switches to Dear Customer - Your transactions are attached???? It does show the option to pay online for the invoice.  But, the email wording is generic....any suggestions?

Thanks,

DA1949

MirriamM
Moderator

Wrong email on QB Payments invoice payment page.

Hi there, DA1949. I'm here to lend a hand.

 

In QuickBooks Self-Employed (QBSE), you can edit and customize the Email body of your invoice that you're going to send to your customers. 

 

I'd be happy to guide you how:

  1. In the left menu, click Invoices.
  2. Click the Create invoice button in the upper right hand.
  3. Enter the necessary invoice details.
  4. Select Email.
  5. Go to the Email body section.
  6. Edit the content on how you'd want the invoice to be emailed.
  7. Click Send.

 

To know more how the Invoice feature works in QBSE, see this article: Create invoices in QuickBooks Self-Employed.

 

In case you need tips and related articles in the future, visit our QuickBooks Community help website for reference: QBSE Self-help.

 

Let me know if you have other questions. I’m always here to help. Have a great day.

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