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ericwalkertn
Level 2

Cannot Connect to Merchant Services Mac desk 2020

Quickbooks for mac desktop 2020 (using QB Server w/ 3 users) will not download Merchant Services transactions:

 

Open QuickBooks File (2020 Mac 3 user w/ QB server) > Customers > Record Merchant Service Deposits > Record Merchant Service Deposit Window Opens > Quickbooks Payments Error Window Opens “There was an error communicating with the Quickbooks Payments Service”

 

This is an ongoing issue. I have updated my Software daily (19.0.7.932 R8 at time of complaint).

 

We have called for hours on the phone, after lengthy wait times we are always connected to windows support. We have been given phone numbers for Mac Support which always leads back to Windows. We get transferred from Windows support to Merchant/Payment Services before being given chat links that, you guessed it, lead to windows support. Who gives us chat links to, you guessed back to the same support, windows.

 

There is no possible way to contact anyone about a QB MAC DESKTOP issue. I’ve been a QB user for over 12 years.

Solved
Best answer May 14, 2021

Best Answers
Ami_D
Moderator

Cannot Connect to Merchant Services Mac desk 2020

Hello all! I'm back again to report that this Investigation has now been resolved and you should be able to download deposits as normal. 

Please make sure you have all of the latest updates for QuickBooks. Then, if you are still experiencing this error after any updates, please let me know and I'll be happy to follow up and help!

Thank you again, as always, for your patience while we worked through the issue.

View solution in original post

9 Comments 9
Angelyn_T
QuickBooks Team

Cannot Connect to Merchant Services Mac desk 2020

Hi Eric.

 

I appreciate your loyalty to QuickBooks. I want to ensure you'll get the right support you need and won't go through the same experience again. Thus, I'm here to take care of your payment concern today.

 

Good news! The INV-48693 (There was an error communicating with the QuickBooks Payments Service. Please try again later.) was already tag as closed and resolved by our engineering team. You should be able to process your merchant payments, and transactions will download smoothly as before.

 

Just in case you're getting the same error message, you can connect with our Payments Support for further assistance. You can check out the details through this link: QuickBooks Payments Support Team.

 

On the other hand, here's how you can contact QuickBooks Desktop (QBDT) for Mac Support:

 

  1. Open this link: https://quickbooks.intuit.com/learn-support/help/en-us/contact-us?product=QuickBooks%20Desktop%20for....
  2. Pick QuickBooks Desktop for Mac from the drop-down, then click on Continue.
  3. Tap on the Search for something else tab, then enter a short description of your concern.
  4. Hit Search.
  5. Choose a way to connect support.

 

On the other hand, you can check out the details from this link for more tips about handling payment transactions in QBDT for Mac: Process customer payments with QuickBooks.

 

Aside from payment topics, you can also download our QBDT for Mac user guide for a wider reference about QuickBooks: QuickBooks Desktop Mac 2021 User's Guide.

 

Please feel free to leave a comment below if you have any other questions about your merchant transactions. I'm always here to help. Keep safe!

jluros
Level 3

Cannot Connect to Merchant Services Mac desk 2020

This is incorrect. Bug INV-48693 was fixed, but then the issue came back (in a different way), thus breaking the same (or related) functionality again. The new bug I believe is INV-57795, which is not resolved.

ericwalkertn
Level 2

Cannot Connect to Merchant Services Mac desk 2020

Good Morning, 

 

This information is NOT Correct. OUR ISSUE IS NOT RESOLVED. We have Quickbooks 2020 for MAC desktop. As of 05/10/21 11:25am CT, we our Quickbooks and Quickbooks Server fully updated. We are experience the same problem as explained before. If this is not resolved by the end of the week, we will be moving to a new service provider for all of our rent payment collections. I expect Quickbooks software to be serviced for at least 2 -3 years before making a purchase to next upgrade. We are fully updated. QUICKBOOKS MAC DESKTOP SERVICE NEEDS TO BE ADDRESSED. I am so tired of getting transferred to PC Desktop ops. 

 

 

Catherine_B
QuickBooks Team

Cannot Connect to Merchant Services Mac desk 2020

Hello ericwalkertn.

 

I do appreciate your time in updating and performing the steps needed to get this sorted out. I looked into all related investigations here but it's already closed. 

 

I already submitted feedback to our engineers about your experience in handling customer payments through the Merchant Services account. I still suggest reaching out to our QuickBooks Payments Support Team so they can reopen the case and further check your account. They can provide advanced steps in updating the system and walk you through fixing the issue specific to your concern.

 

Keep us posted here so we'll help you with any questions you may have. Thanks for your patience. Keep safe!

 

RobHere
Level 4

Cannot Connect to Merchant Services Mac desk 2020

Hi @ericwalkertn and hey @jluros 

 

If you're  still receiving the below error, please read on.

 

QuickBooks Payments Error
There was an error communicating with the QuickBooks Payments service

 

My case was escalated to "Intuit’s Office of the President" - a fancy name for the place they send customers that are upset and making a lot of noise :-) As a result, I received a call from a very nice "tier 3" support person, and she promised to provide me with daily updates.

Sadly, she provided no useful updates or indication on when this bug will be resolved. She stated that the "good news" is that more customers have recently been attached to the investigation. The message: the more customers we can get attached to the investigate, the more focus QuickBooks will put on fixing the bug.

So please be sure your company is "attached" to the bug investigation INV-58475. I posted instructions to (hopefully) make it easier here: https://quickbooks.intuit.com/learn-support/en-us/payments/re-quickbooks-for-mac-there-was-an-error-... 

Ami_D
Moderator

Cannot Connect to Merchant Services Mac desk 2020

Hello all! I wanted to chime in to share the most up-to-date information on this bug. Our engineering team is aware of the issue and is working as we speak to identify the root cause. At this time:

  • This INV is marked as "In Progress."
  • The best workaround is to record impacted batches manually. 

If you are receiving this error, the best way to receive updates and information on fixes is to contact Payments support and let them know that you are impacted by INV-58475. While I can not promise a particular time frame or frequency, once attached, updates are provided via email as progress is made on the issue. 
 
Thank you all for your ongoing communication with us as we work through this. Your patience is appreciated while we do everything we can to get you back to business.
Ami_D
Moderator

Cannot Connect to Merchant Services Mac desk 2020

Hello all! I'm back again to report that this Investigation has now been resolved and you should be able to download deposits as normal. 

Please make sure you have all of the latest updates for QuickBooks. Then, if you are still experiencing this error after any updates, please let me know and I'll be happy to follow up and help!

Thank you again, as always, for your patience while we worked through the issue.

View solution in original post

ericwalkertn
Level 2

Cannot Connect to Merchant Services Mac desk 2020

This problem has been solved. 

ericwalkertn
Level 2

Cannot Connect to Merchant Services Mac desk 2020

solved.

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