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StephanieLV
Level 1

Can't save or send invoices with bank account or CC payments enabled

I suddenly cannot save or send an invoice with the bank account and/or credit card payments enabled. I get a two-line message that says: " Error processing online invoice" and "Not a valid Money: 'NaN'"

 

Has anyone else encountered this and found a fix? 

 

 

11 Comments 11
JenoP
QuickBooks Team

Can't save or send invoices with bank account or CC payments enabled

Hi there, Stephanie.

 

Let me share a couple of steps that can resolve resolve common issues when using QuickBooks Payments in QuickBooks for Mac. Here's how:

 

Step 1: Create a back up file

Before you get started, make sure to create a back up file.

  • Select File, then select Back Up.

Step 2: Disconnect your Payments service from the company file

  1. From QuickBooks, select Preferences then select Merchant Service.
  2. Select Disconnect, then close QuickBooks.

Step 3: Refresh the QuickBooks eInvoicing keychain

  1. From your macOS, select Finder then select Go.
  2. Select Utilities, then select Keychain.
  3. From the Category section, select All Items.
  4. Type QuickBooks_eInvoicing into the search box of the Keychain Access window.
  5. Select and delete the QuickBooks_eInvoicing entry by going to the File menu and selecting Delete.

Step 4: Reconnect your Payments service

  1. From QuickBooks, select Preferences then select Merchant Services.
  2. Select Step 2 to sign in, then follow the prompts.

Step 5: Create a new invoice

  • Select Accept Credit Card, then select Save.

Then, send the invoice if you're able to save it.

 

Let me know if you need more help with this. 

StephanieLV
Level 1

Can't save or send invoices with bank account or CC payments enabled

Thanks for the instructions. I don't see anything that says QuickBooks_eInvoicing in the Keychain. I only have User Password, WebCrypto Master Key, and emailing. I had already tried disconnecting from payments before I wrote in and that didn't do anything. I'm not usually connected through Merchant Services. A few days ago Quickbooks "ate" a whole bunch of invoices, payments, and POs. I wonder if this is related. 

ChristieAnn
QuickBooks Team

Can't save or send invoices with bank account or CC payments enabled

Hi there, StephanieLV.

 

Thank you for coming back and I appreciate you for following the steps shared above to fix the issue or error you're encountered. I suggest contacting our QuickBooks Merchant Support Team. They have the special tools to pull your account and investigate why you're unable to save or send invoices with a bank account or CC payments enabled.

 

On the other hand, you can run the Verify/Rebuild tool to help identify the most commonly known data issues within the file and resolves them. This is also the reason you can't see anything that says QuickBooks_eInvoicing in the Keychain.

 

Please refer to this article to see steps on how you can check when QuickBooks deposits customer payments into your bank account: Find out when QuickBooks Payments deposits customer payments.

 

Please let me know the call goes by leaving a comment. I want to make sure this taken care of for you.

Steven Petrarca Events
Level 1

Can't save or send invoices with bank account or CC payments enabled

I've had this same exact issue and Quick books support just transfers me around from one chat to another and refuses to let me speak to anyone.  AND I pay extra for the tech support annually.  I've spent about six hours trying to get this issue fixed so I can process and ten thousand dollar payment from a client.  Nothing works.  Quick books customer service is, in my opinion, about as bad as it gets.  I would discourage anyone from signing up.

 

salesAPS
Level 3

Can't save or send invoices with bank account or CC payments enabled

This still isn't working. Happens to some invoices and not to others

 

Please send an update with a fix. Quickbooks for Mac should be able to take all types of payments at all times. The bug needs to be fixed.

Maybelle_S
QuickBooks Team

Can't save or send invoices with bank account or CC payments enabled

I want to ensure this is taken care of, @salesAPS.

 

To fix this, I'd recommend getting in touch with our QuickBooks Merchant Support Team. This way, they can pull up your account securely and investigate why you're unable to save or send invoices.

 

I've also added this article about how you can check when QuickBooks deposits customer payments into your bank account: Find out when QuickBooks Payments deposits customer payments.

 

Please know that you can always get back to us if you have other questions. I'm always here to help.

salesAPS
Level 3

Can't save or send invoices with bank account or CC payments enabled

no, you are missing the point.. I can send all of my invoices.

 

It is the "NaN" error that is frustrating. I can create a certain invoice, click the button to allow the customer to pay online with a credit card, and send it...that time. Then do the exact same process again and it will give me the "NaN" error.

No rhyme or reason to it. I follow the reset instructions, shut down my computer, all of that and the error will still "sometimes" show up

GlinetteC
Moderator

Can't save or send invoices with bank account or CC payments enabled

If I were in your situation, I would feel the same way, salesAPS.

 

I would still recommend reaching out to our Merchant Services Support Team. One of our specialists can further check on this and make sure to get to the bottom of this error message. That way, you'll get back to business.

 

If you need help with QuickBooks payments, you can check out our QuickBooks Payments FAQ. It provides lists of articles that may help you with the most commonly asked questions.

 

Should you have more questions about QuickBooks, feel free to message us again. We're always glad to help. 

salesAPS
Level 3

Can't save or send invoices with bank account or CC payments enabled

Hopefully this will help the other real users of Quickbooks for Mac instead of calling in and waiting on hold...

 

The only work around that I have been able to find for the "not a valid money" error is this:

  1. When I get the error after clicking the credit card button, I unclick it and save and close the invoice
  2. Then I get back into the invoice, right click and duplicate it. It is cumbersome, but I match the date and invoice # of the "bad" invoice
  3. I go through the same process of clicking the credit card button and sending the "new" invoice, most of the time this works
  4. Then I go back into the customer center and delete the "bad" invoice

 

Not a perfect work around, but it keeps my invoice #s in order. And I don't have to do it on every invoice, I do not know the reason behind getting the error.

 

Still hoping that someday that error is fixed by Quickbooks

 

theflooringguy
Level 3

Can't save or send invoices with bank account or CC payments enabled

thanks for the work around!  Its still a ghetto hack, but at least we can bill out LOL

CJBiz
Level 1

Can't save or send invoices with bank account or CC payments enabled

I have experienced this issue since the beginning of 2021 and it is still occurring. I have discovered that I receive this error when there is a line on the invoice that is a negative amount. My workaround for now is to send the client a separate "payment link invoice" for the net amount of the actual invoice. Once the amount is paid, delete the payment link invoice and receive the payment against the actual invoice. Needless to say, this is a huge pita - - mostly for our customers.

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