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audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

Why does QBO offer check boxes for selecting credit card and ACH online payments in the invoice templates/payments settings, but when you uncheck them and save, they revert to selected status when reopening? I've read forums posts indicating the only way is to either disable all credit card payments entirely, or deselect these options on each invoice manually before sending. This is nuts!

 

I was shocked to have clients processing their invoices via credit card recently--costing me hundreds of dollars--when credit cards were previously deselected in all my emailed invoices. This seems like a really sleazy way for Intuit to make money on processing fees. I also see that Intuit has deleted much of the forum history on this matter. 

35 Comments 35
MorganB
Content Leader

Can't deselect the online credit card and ACH payment options in the invoice template

Hello, audiobrad59.

 

Thank you for taking the time to post your concern here in the Community. I want to make sure you're able to deselect the online credit card and ACH payment options in the invoice template.

 

As an initial troubleshooting step, I recommend clearing the cache in your internet browser. The cache can become bogged down with older data from time to time, potentially causing performance errors within the system. This article will walk you through the process to reset the cache: https://quickbooks.intuit.com/community/Getting-Started/How-do-I-clear-my-browser-cache-and-temporar....

 

If the problem persists with the invoice template, you may need to call in to speak with support. This problem may be related to a known issue and an agent will be able to get you added to the list of affected companies. Once you've been added to the list, you'll receive email notifications regarding the resolution. The number to speak with an agent is 1-800-488-7330. The most up-to-date contact information can be found here: https://help.quickbooks.intuit.com/en_US/contact.

 

You'll be back to business in no time. Feel free to reach out to me if you have any other questions. Take care.

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

Clearing cache in Chrome and in the QBO app didn't help. Will contact tech support.

myB2Bpro
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

Hi,  Did you have this resolved?  I am having the same issue.

JanyRoseB
QuickBooks Team

Can't deselect the online credit card and ACH payment options in the invoice template

Hello there, @myB2Bpro,

 

Thanks for joining this thread. I'm here to guide you to the right support so you can get the help you need. 

 

Have you tried the troubleshooting steps provided by @MorganB? If the issue persists, I encourage you to get in touch with our Care Support Team. They will be able to create a new investigation for this issue and once it has been open, you’ll be receiving an email notification about the updates and progress. 

 

Here's how you can contact our phone support: 

  1. Go to: Get help with QuickBooks Online.
  2. Click the contact us link. 
  3. Select the Search for something else, and type-in Customer Support.
  4. Click Search.
  5. Scroll-down and click Get Phone Number

Please know that you're always welcome to post if you have any other questions. We're always here to help. 

MJFC
Level 2

Can't deselect the online credit card and ACH payment options in the invoice template

I've had this issue since I started my QBO account. I already tried calling customer service and they were not able to help me. There's no way to even turn it off altogether either. How infuriating!!

HoneyLynn_G
QuickBooks Team

Can't deselect the online credit card and ACH payment options in the invoice template

Hello there, @MJFC.

 

Thank you for reaching out to the Community space and providing feedback. I'm here to provide some insights about deselecting the online credit card and ACH payment on the Invoice window.

 

After setting up the Merchant Services account, automatically you can't uncheck or disable the credit card payments option unless you cancel or close your merchant account.

 

 

That should help you turn off the online credit card option, MJFC. Feel free to reach out to me if you have additional questions, I'll be right here to help. Take care.

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

"After setting up the Merchant Services account, automatically you can't uncheck or disable the credit card payments option unless you cancel or close your merchant account."

 

That's just dumb, greedy, or both. Basically forcing the credit card payment option whether we want to offer it or not. As a business-to-business company, I only offer the credit card option to clients who are having trouble paying some other way.

HOWEVER...I did solve the problem for me.  Although all my clients email invoices defaulted to include the credit card and ACH payment options, I found that when I deselected it on just one invoice before sending, it seem to kill the default checkmarks on ALL invoice for ALL 
clients. No more unwanted credit card payments racking up fees for me and profits for Intuit! The payment boxes under company settings/sales/customize/template edit are still permanently checked. I'm so tired of these "team members" chiming in with uninformed and useless advice. Why does Intuit allow those boxes to be unchecked but won't save them that way? Why offer the check boxes at all??? The advice to discontinue your Merchant Account is a terrible option and wasn't necessary for me.

I find that the phone support people are honest and genuine, but they are kept in the dark and fed false information. I've worked with them probably 30-40 times over the last 8 years and they have always been great. But when I screen share with them and show them what's really going on, they are often surprised and share my disgust. They dutifully try to escalate the matter, but I never hear back. Only about 25% of the bugs I show them ever get fixed, and I've been doing workarounds for years. Intuit is horrible at transparency with customers and even their own support people about known issues. I assume they're "known" because I've sent tons of feedback and escalated numerous issues. They just ignore it and allocate their resources to rearranging icons and menus--simply window dressing to keep them looking "cool" (supposedly). Definitely some disconnects in upper management and tone-deaf prioritization of resources.

Anonymous
Not applicable

Can't deselect the online credit card and ACH payment options in the invoice template

Greetings, @audiobrad59,

 

I appreciate your time sharing this experience with us, and I’m grateful you stopped by the Community forum to allow us the opportunity to lend a helping hand. Allow me to join the conversation and share some insights about QuickBooks Payments.

 

When you sign up with our Payments service, it enables you to process both credit or debit card payments and ACH transfers. The checkbox is intended only if you'd like to disable a specific or several payment methods on the sales transaction. This action, however, does not turn off the payment preference under Custom Form Styles, Accounts and Settings, and other templates.

 

I can see how helpful this preference can be very helpful for you, so I'll be sending this request to our engineers, who consider feedback for future QuickBooks enhancements.

 

Please don’t hesitate to reach out back to me in the future if you have any additional questions or concerns. I'll be more than happy to assist you whenever you needed me.

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

"The checkbox is intended only if you'd like to disable a specific or several payment methods on the sales transaction. This action, however, does not turn off the payment preference under Custom Form Styles, Accounts and Settings, and other templates."

 

What doesn't make sense to me is how this is implemented. One would think that the check boxes in the template section would be a global default, and the checkboxes on each transaction would be specific to only that invoice. But in reality, the checkbox for the transaction IS global and affects all subsequent transactions. That's fine for me--I'm just glad it's off! Please don't make the checkboxes on each transaction specific only to the that transaction unless you also provide a global override--either in templates or elsewhere. Right now, the checkboxes in the template section are useless since they are controlled elsewhere. Though they are active and appear changeable, they are not. Very confusing and frustrating.

Thanks for passing on this issue.

 

Brad

stripecreative
Level 2

Can't deselect the online credit card and ACH payment options in the invoice template

I initally found that on a new invoice screen, there was a blurb that says to select ACH or Credit/Debit card payments, but there were no checkboxes!  Intuit Customer Support said that this is because I selected HTML invoice delivery. Here's the process they gave me to change it to "Online Invoice" so those boxes will appear in the New Invoice screen. 

 

1. Click the gear icon.

2. Go to Account and Settings. Close the Company Profile overlay if it pops up.

3. Click Sales in the left-hand column.

4. Scroll down and click the pencil icon to the right of Online Delivery.

5. Under "Additional email options for invoices, change the drop-down to "Online Invoice".

6. Save. 

 

Once I did that, the options appeared on my new invoice screen. Now I'm hoping they stick like Audiobrad59 said (and thank you, Audiobrad59, for that tip!). 

tekstopaz
Level 2

Can't deselect the online credit card and ACH payment options in the invoice template

Funny - I came here hoping to find an answer for the opposite problem. I have a business application that pushes invoices to Quickbooks Online. However, when it pushes them to Quickbooks, all online payments are disabled. I was hoping to find out there's a global setting...too bad it doesn't work correctly.

 

I want to force-enable invoices to accept payments, unless one specifically has them disabled by me.


Mark_R
QuickBooks Team

Can't deselect the online credit card and ACH payment options in the invoice template

Hello there, @tekstopaz.

 

The possible reason why all online payments are disabled is that your third-party application won't allow transferring online payments to QuickBooks. Let me route this concern to the best support group that can verify this further.

 

Since the invoices are coming from your business application which I believe is a third-party application, I encourage contacting their customer support. That way, you can confirm to them if they allow transferring online payments to QuickBooks Online.

 

Also, I recommend seeking help from our other Intuit forum called the Intuit Developer Forum. It's a place where you can ask for help with integration and programming and get help from a number of programmers, developers, and experienced users like you.

Please keep in touch with us here in the Community should you need any further assistance. We're always here to help.

izzydesign
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

I'm having the same problem!! I don't understand why it was working when I first set it up last month. Now, even if I deselect it, it comes back :-( Why? Why? and I can't close my merchant account because I have client that pay via bank account (I don't charge fee) but the one that want to pay via credit card (I want to add fees). Please help!

JamesDuanT
Moderator

Can't deselect the online credit card and ACH payment options in the invoice template

I've tried this and I noticed something that might be causing the issue, izzydesign.

 

When your customers pay the e-invoices, they have the Save payment method to pay faster next time option. The system somehow remember this function and syncs with your QuickBooks. Hence, the Online payments boxes (Cards and Bank transfers) are marked automatically.

 

You might want to tell your customers to remove the check mark in the Save payment method to pay faster next time box the next time they pay the e-invoices.

 

On your end, we can clear the cache storage to remove the data that remembers this options. Using other supported browsers might work, too.

 

After that, it should allow you to select the payment method for the customer.

 

Otherwise, I'd recommend reaching out to our Customer Care Team to report this behavior. They can give you additional troubleshooting steps to determine the root-cause of the issue.

  1. Click the Help menu on the upper-right of the page.

     
  2. Select the Contact Us button.

     
  3. Enter the details of your concern and select Let's talk.

     
  4. Select how you want to reach them and enter the necessary information.

Keep us posted about the results.

wonch26
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

As of 3/27/2020 This is what worked for me to default the credit card and/or ACH payment options as unchecked.  

 

1. Gear Icon

2. Account and Settings

3. Sales - click the pencil to edit the "Invoice Payments" section and turn off "ACH", "Credit Card" or both

4. Sales - while still on the "Sales" tab, click on the pencil next to "Online Delivery"

 

If you want to remove from invoice entirely without disabling merchant services, change step #4 from "Online Delivery" to "HTML" (text may work too, not sure). 

 

1. Gear Icon

2. Account and Settings

3. Sales - click the pencil to edit the "Invoice Payments" section and turn off "ACH", "Credit Card" or both

4. Sales - while still on the "Sales" tab, click on the pencil next to "HTML"

 

Hope this helps.

YvetteVelarde
Moderator

Can't deselect the online credit card and ACH payment options in the invoice template

@audiobrad59 Thank you for joining community!

 

 

As @wonch26 instructed, to turn off credit card/ACH processing, you can edit settings in your QuickBooks Account.

 

Here are steps to take to disable the feature after signing in: 

  1. Click the Gear icon.
  2. Under Your Company, select Account and Settings.
  3. Click the Sales tab.
  4. In the Customize section, click on Customize look and feel.
  5. From the Custom form styles list, click Edit on the template to modify.
  6. Click the Payments tab.
  7. Click on the payment method(s) to disable.
  8. Select Done.

It might seem as if the boxes reverted to their original state but once you create a new invoice you'll see the boxes on the invoice template are no longer checked for online payment processing.

 

You can also enable/disable card processing from individual invoices, QuickBooks Online is designed to memorize settings from prior transactions.

 

Let me know if that helps!

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

No that doesn't help, and if you had read the thread above you would know that I am well aware of how to edit the template payment options. The problem is that it doesn't behave as it should. You should be able to uncheck the boxes and turn on/off either payment option globally and permanently.

Repeated from my post above:  "The payment boxes under company settings/sales/customize/template edit are still permanently checked. I'm so tired of these "team members" chiming in with uninformed and useless advice. Why does Intuit allow those boxes to be unchecked but won't save them that way? Why offer the check boxes at all???"

 

In the future, please don't chime into threads unless you are offering new information. There has yet be a satisfactory answer to why these payment options don't work as they should in the invoice templates. 

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

@wonch26 The steps you listed don't align with my interface. Theres is no "Invoice Payments" section under sales as you indicate in step 3. You have to select "Customize look and feel", then select template, then select payments. As for the rest of it--toggling between online and HTML, why do I have to do that? And do I have to leave it in HTML delivery? I've got mine working so I'm not going to mess with this stuff. This seems like some kind of workaround, not a solution.

 

I will repeat the same question I keep asking: "What are the ACH and Credit Card payment options for in the template section if not to make a global permanent selection?" Since no one has yet offered any logic behind the (non)functionality of these check-boxes, I can only assume it is a bug, and a rather old one at that.

wonch26
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

Hi audiobrad59, 

 

It's quite possible about different interfaces.  I have two separate QBO accounts and there are slight differences between the interfaces of companies.   You would think they would be identical but they are not.  Regardless, if your intent is to have credit card and ACH payment default to "Off" when creating a new invoice, that is what worked for me.  Best of luck.

YvetteVelarde
Moderator

Can't deselect the online credit card and ACH payment options in the invoice template

@audiobrad59  I can certainly understand your frustration and realize the template screen can be misleading.

 

After looking into the purpose of the template space that allows you to check credit card and ACH features on and off, we confirmed that the intention behind that feature is to allow customers to see what invoice forms will look like with payment options displayed. 

 

The edits made under the payment tab only impact the sample form seen to the right side of the screen.  Based on your selection, you will see the payment fields appear and disappear on the form.

 

Thank you for bringing your concerns to our attention and we apologize for any inconvenience this has caused. 

audiobrad59
Level 4

Can't deselect the online credit card and ACH payment options in the invoice template

Thank you for checking into this. It certainly explains why these check boxes don't seem to do anything! This is obviously more than just my misunderstanding since that is the place all the QBO advisors are instructing us to go. Furthermore, these settings should exist as a preference somewhere to toggle on/off globally. I don't like QBO "remembering" the last invoice settings. Why? About a year ago QBO pushed an update that inadvertantly wiped out the payment "memory" and all my invoices went out for three weeks with the credit card payment option enabled. I only caught it when lots of customers started paying by credit card. That little bug cost me over $700 in credit card processing fees! The credit card and ACH payment options should be offered as preferences that can be clearly selected or deselected.

YvetteVelarde
Moderator

Can't deselect the online credit card and ACH payment options in the invoice template

Hi @audiobrad59, thank you for sharing your experience.

 

I want to let you know that an option, like you describe in your last sentence, is being considered. Unfortunately, we don't have a release date yet.

 

Let us know if you have any other questions, stay safe!

ZacharySmithPF
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

Do we have an update on this situation? It seems I also just fell for the intuit ploy to get more money from their customers. Why in gods name is the vendor paying the transaction fee to begin with?!

 

Why not make it even easier and just add the transaction fee to the customers invoice at the checkout screen? That would literally solve everyone's problem. If the customer wants to pay an additional fee for convenience they can, if not, they can proceed with their normal payment methods and no one is losing money, and I can promise you, more people would utilize this feature if you were just upfront about it and didn't try to sink you money hungry teeth into your customers... INTUIT.

 

 

ZacharySmithPF
Level 1

Can't deselect the online credit card and ACH payment options in the invoice template

Do we have an update on this situation? It seems I also just fell for the intuit ploy to get more money from their customers. Why in gods name is the vendor paying the transaction fee to begin with?!

 

Why not make it even easier and just add the transaction fee to the customers invoice at the checkout screen? That would literally solve everyone's problem. If the customer wants to pay an additional fee for convenience they can, if not, they can proceed with their normal payment methods and no one is losing money, and I can promise you, more people would utilize this feature if you were just upfront about it and didn't try to sink you money hungry teeth into your customers... INTUIT.

 

 

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