Can't process customer payments if the name starts with a number or symbol or if there is punctuation within the customer name

Hi there, @imanerd! We're delighted to have you back in the Community space. It's our pleasure to provide you with information about processing customer payments in QuickBooks Desktop. 

We acknowledge the relevance of handling payment-related activities without any challenges. Please know that there are things to check if you enter the credit card info manually. One of these is to ensure that there are no special characters or spaces in the credit card number or other data fields. Check out this article for more details on why customers' credit card payments get declined when you process them: Fix customer's declined credit card payments. 

Furthermore, declined payments could indicate data file damage. By verifying and rebuilding your data in QBDT, we can resolve the issue and restore smooth business operations. The verify tool is effective at detecting common problems in a company file, while the rebuild tool can fix them.

Here's how to verify your company data:

1. Go to Window, then select Close All.
2. Click File, then click Utilities.
3. Choose Verify Data. 

Please follow the steps below to rebuild your company file data:

1. Go to File, Utilities, then click Rebuild Data.
2. Follow the prompt instructions, then select OK. 
3. Choose where you want to save your backup, then hit OK. 
4. Enter a new name in the File name. Click Save.

For more detailed instructions, you can read this article: Verify and Rebuild Data in QuickBooks Desktop.

If you encounter issues with customers' credit card payments, you may find this article helpful: Fix rejected ACH payments or fees in QuickBooks Payments. 

Additionally, you can visit this article for guidance on receiving and processing customer payments for invoices and in-person sales: Take and process payments in QuickBooks Desktop.

The speed of deposits depends on your product and the type of payment. For more information on deposit times for QuickBooks Payments, read this reference: Find out when QuickBooks Payments deposits customer payments.

Rest assured, we are at your service round the clock. Do not hesitate to drop by if you have any further queries by leaving a comment below or posting again in the Community. We wish you all the best on your business journey, imanerd!

Good morning,

Yes, I began having this problem about a week ago as well. So far the only solution I've come up with (until the problem is hopefully resolved) is to remove any type of character symbols in the customers' name at the time of processing the payment.

I'm still leaving the name the same (with the characters included) on the customer information screen. Just changing it when I am in the payments screen.

Yes, I began having this same issue about a week ago when processing customer payments. For now (until it is hopefully resolved by QB) I am just removing any type of characters or symbols from the customers" name but only on that payment screen.

Still leaving everything the same on the customer information screen. But just removing any commas, backslash, etc. on the payment screen when I am processing a payment.

Technology....ya gotta luv it

Thank you for the reply.  The problem we're having with that is that now we have customers disputing payments because the company name on their credit card isn't what they're seeing on the processed payment receipts.  Example:  Say a company's name is:  '5 Star Auto Sales & Service'.  The name on their credit card is '5 Star Auto Sales & Service', but the payment receipt shows 'Five Start Auto Sales and Service'.  The payment goes through but some of the names are actual names of completely different dealerships.

Have you contacted QBs about this issue? 

No, I haven’t contacted QB because I was assuming that the problem (which I only just recently started having an issue with) was just a little glitch in the matrix and would be magically resolved when I showed up for work this morning. Only to discover on my first charge today that it wasn’t.

Did you notice though that their answers never actually answer the questions people are asking.

It’s almost as if they don’t understand what is being asked or maybe have never used their own program.

So far I’ve only been removing symbols and characters from names (commas and the like) and not run across one where I’ve had to change a number to a word (like you’ve had to do with 5 Star Auto).

I must admit, I was glad to find that I wasn’t the only one having this issue.

I came across your QB issue by typing my question – which was the same as yours - in to a Google search. I never think to go to the QB Community page. I think because their answers are so obscure and non-helpful. Using Google has been far more helpful for me in the past when I’m trying to figure something out in QB.

Thanks for the Google tip!  QBs customer service is not what it used to be - that's for sure.  It's almost AI-like at this point.  I used to have a point of contact - as in a real person - who knew me by name and helped with all things QBs, but now I'm lucky to get someone who speaks English without repeating everything I ask or blurting out some inaudible response that has nothing to do with the issue at hand.  It's very frustrating.  I will call QBs Support and see if they are aware of the issue and let you know what I find out.  Stay tuned!

Yes! I have a similar issue...when I enter the credit card number exp date and code then the company name on the card - it gives me the same error message - enter a valid name etc... this is very frustrating because I have saved cards on file that used to work just fine with their company name entered as the name on the card, now I have to call to actually get the name of the person that that card belongs to and use that instead. It makes no sense and even when entering the credit card the company name is automatically filled in by QB - but QB won't accept the name - what is going on with that!?!?! It happened just a minute ago with a new customer thank God he gave my employee his business card so I had a "person's name" to enter when I was given the invoice and credit card to enter and process.  Need a fix, please!

Hello, KMathews. 

I understand that this situation may have caused you frustration and inconvenience. It is our top priority to provide our customers with the best possible support and assistance in a timely and efficient manner. 

Since you've mentioned you have saved payment methods on file that have previously worked successfully, it may be beneficial to contact our support team for further assistance. You can follow the steps below on how to reach us:

1. Click the Help menu, then click the QuickBooks Desktop Help menu and select QuickBooks Desktop Help.
2. Provide some information about this concern in the search box.
3. Click the Contact Us link at the bottom of the window.
4. You'll now be provided with a few support options.
5. Select Get a call to arrange a callback from a support agent. Or Start a chat to chat with them directly.

We are committed to resolving any issues you may have and ensuring you have a positive experience with our product. Be sure to review their support hours so you'll know when agents are available.

You can also check out this article that will help you in the future: Deposit customer payments.

Also, let me add this article about reconciling an account to ensure it matches your real-life bank statements: Reconcile an account in QuickBooks Desktop.

Stay in touch if you need assistance when working in QuickBooks. Click the Reply button and add a comment. I'll get back to help and make sure you're taken care of.

I was informed of this same issue by my cashiers today. I used the chat and the call feature to get answers. I am glad to hear that it's not just us. The people who tried to help me were no help at all. We have a large file, and they told me I had to change the format of ALL of our residential customers. They are currently listed as (last name, first name). They want me to switch them to the first name, too. Plus, he said I needed to delete invoices and reissue them for the information to populate correctly. I thought customer service was supposed to help, not hurt. Ultimately, we found that the name in the payments screen is populating from the bill to name. So we have been instructed to change those. For a company with thousands of customers, this should be fun. 

Thank you for the feedback, I must say I am surprised you got that far in your inquiry with QB - honestly, I have given up calling them for anything because I never get anyone on the phone that I can understand what they're saying first of all, and they ask for your birthdate, last four of your social - WHY SHOULD THAT BE REQUESTED/DEMANDED IN ORDER FOR THEM TO ATTEMPT TO HELP ME - and they want access to my computer - UH NO - just NO!! Plus they never have an answer to my question prior to asking for all of this information - It's awful customer service QuickBooks - Please Do Something About This!!!!!!!

I wish you luck with your problem and I hope you can find an alternate solution that is much easier than what they told you to do.