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Anonymous
Not applicable

Billpay failed to cancel payment

What I did:

I opened Bank Feeds, selected CREATE NEW, selected CANCEL PAYMENTS.    The "Payments you can cancel" window opened.  I selected the payment that I want cancelled and clicked the CANCEL PAYMENT button.

 

The payment is now flagged as "Cancellation Created" in the "Payments you can cancel" window.   However, I do not have any Payment Cancellations to send.  Bank Feeds currently displays "Payment Cancellations (0 of 0)".

 

In my bank register the payment has a red STOP sign on the transaction.  

If I try to cancel it again, it tells me a "Cancel Payment request has already been sent".

When I Exit QuickBooks, it tells me I have unsent payments.

 

The Cancellation never showed up to send.  It's hung.  Quickbooks thinks it needs to be sent, but I cannot send it.  

 

How can I clear this stuck transaction?

Solved
Best answer 05-24-2019

Accepted Solutions
QuickBooks Team

Re: Billpay failed to cancel payment

This behavior is probably caused by damaged components in the program, JRMcGaha.

 

You would normally get that error message if the bank has not processed the cancellation yet.

 

Since the Send Items window doesn't show any pending cancellations, then we can try to run the Verify and Rebuild Data. This will help us know if the issue is simply caused by corrupted files and will give us the corresponding solutions to fix it.

 

Here's how:

  1. Click Windows at the top, and select Close All.
  2. To Verify the data file, click File Utilities Verify Data.
  3. To Rebuild the data file, click File Utilities Rebuild Data.
  4. Click OK when you get the message Rebuild has completed.
  5. Run Verify Data again to check for remaining data damage (follow step 2).
  6. If there are additional damages, you'll have to manually fix them. Locate the error within the qbwin.log and search for a resolution at the QuickBooks Desktop Support site (or leave a reply to enter the error so I can give you the troubleshooting steps).
  7. If your error cannot be found, you can try restoring a recent backup. Choose File Restore. Make sure that you do not overwrite your existing company file. Any information entered in the company file since the backup was created must be manually reentered after you restore.

After that, let me know if you still get the error message or not. Just leave a reply, and I'll get right back to you.

View solution in original post

5 Comments
Moderator

Re: Billpay failed to cancel payment

Hi @Anonymous,

 

You'll have to contact directly your financial institution to confirm if the payment you've canceled has been processed or not.

 

Once you've successfully confirmed it, you can delete the payment transaction you've canceled from your Bank Feeds Center. Here's how:

  1. Go to Banking.
  2. Select Bank Feeds.
  3. Click Bank Feeds Center.
  4. Under the left menus, select your account that has been set up for online bill pay.
  5. From the Send Items of your bank section, select Online Checks.
  6. Select the check you wanted to delete.
  7. Hit Delete.
  8. Click OK.

This way, you can successfully remove the canceled payment transaction from your bank feeds center.

 

In addition, here's an article you can read to learn more about your online bill payment: Set Up and Use QuickBooks Bill Pay.

 

As always, you can visit our Helpful Articles page for QuickBooks Desktop if in case you need to learn some "How do I" steps.

 

It'll be always my pleasure to help if you have any other questions. I'll be keeping an eye for your response.

Anonymous
Not applicable

Re: Billpay failed to cancel payment

Clicking SEND ITEMS, results in a popup saying: "You haven't selected anything to send from outbox".

 

The send items box has (0 of 0) for all options: Online checks, Payment cancellations, Bill payments, Payment inquiries).

QuickBooks Team

Re: Billpay failed to cancel payment

This behavior is probably caused by damaged components in the program, JRMcGaha.

 

You would normally get that error message if the bank has not processed the cancellation yet.

 

Since the Send Items window doesn't show any pending cancellations, then we can try to run the Verify and Rebuild Data. This will help us know if the issue is simply caused by corrupted files and will give us the corresponding solutions to fix it.

 

Here's how:

  1. Click Windows at the top, and select Close All.
  2. To Verify the data file, click File Utilities Verify Data.
  3. To Rebuild the data file, click File Utilities Rebuild Data.
  4. Click OK when you get the message Rebuild has completed.
  5. Run Verify Data again to check for remaining data damage (follow step 2).
  6. If there are additional damages, you'll have to manually fix them. Locate the error within the qbwin.log and search for a resolution at the QuickBooks Desktop Support site (or leave a reply to enter the error so I can give you the troubleshooting steps).
  7. If your error cannot be found, you can try restoring a recent backup. Choose File Restore. Make sure that you do not overwrite your existing company file. Any information entered in the company file since the backup was created must be manually reentered after you restore.

After that, let me know if you still get the error message or not. Just leave a reply, and I'll get right back to you.

View solution in original post

Anonymous
Not applicable

Re: Billpay failed to cancel payment

Hi this issue has happened again, but this time the Verify Data and Rebuild Data doesn't solve it.  

 

I selected the payment to cancel, and it was successful.   The "Payments you can cancel" window shows this payment has a cancellation created (see attachment).    The Bank Feeds Account Information page shows 0 Payment Cancellations to send (see attachment).

 

Every time I exit Quickbooks, it asks me if I want to send the transaction.

 

I ran Verify Data and Rebuild Data.  It found no errors or issues and didn't make any corrections.

 

I have way too many entries made to Quickbooks today to revert to a backup.  First, I need help getting this cancellation cleared up in my data file.  Second, the issue needs a resolution to stop it from happening again. 

QuickBooks Team

Re: Billpay failed to cancel payment

Welcome back to the Community, @JRMcGaha

 

It's so sad to know that you've encountered this same issue again. We didn't see it coming. 

 

Since the verify rebuild didn't work this time, I'd recommend you contact our Customer Care team. That way, they can pull up your information and conduct a screen sharing session to help you check and fix the problem.

 

Here's how to get through with our Customer Care team:  

 

  1. Open QuickBooks.
  2. Go to the Help menu, then click the QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Enter a summary of your issue, then select Continue.
  5. Select options to get live support. 

 

Let me know how it goes, JRMcGaha. We're always glad to help in any way we can. 

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