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johnrT
Level 1

desktop pro online payment recording

In QB desktop, using QB payments, after I sent an invoice by email, and get the message that I have been paid, when I go to the deposit merchant screen. I see "add online payments tap and the payment I am trying to process. When I click on the add payment box on the far right, I get the error message that it can not be matched.  What am I doing wrong?

Solved
Best answer April 12, 2019

Best Answers
MaryGraceS
Moderator

desktop pro online payment recording

Hi there, johnrT.

 

I appreciate you letting us know your experience when contacting our Merchant Support about recording online payments in QuickBooks Desktop. Allow me to help share additional details about this issue. 


Right now, we don't have a specific time frame yet but rest assured, our Product Development Team are still working to come up with a solution as soon as we can. I'll keep you posted every now and then for any updates once received.

 

Also, since you already called our phone support, your company details should already be added to the affected user's list. Once your name is there, you'll get an email notification from us once a fix is available. 

 

In case you're not added yet, please give us a call so we can include you to our list of affected users. Our most-up-to-date information can be found here: Which Payments product do you need help with?.

 

That should point you in the right direction today.

 

Thanks for the patience you put into this. Feel free to let me know if you have any other questions about processing merchant payments or while working with QuickBooks. I'll be happy to help you out. Have a great day ahead. 

 

View solution in original post

9 Comments
JanyRoseB
QuickBooks Team

desktop pro online payment recording

Thanks for letting me know, johnrT.

 

Let me help ensure isolate the error you're getting so you'll be able to record merchant service deposit successfully. 

 

Since the invoice is already paid in QuickBooks, let's process troubleshooting steps to fix this problem. Here's how:

  1. Find the invoice for the payment that generates the error.
  2. Void or unapply any payments against the invoice so the full balance is due.
  3. Close and reopen Merchant Service Deposits.
  4. The payment will now record.

To prevent this problem, I suggest not to manually apply payments to emailed invoices if the customer paid online. The payment will show up ready to record in Merchant Service Deposits after a couple of days.

 

For additional reference, you can check these related articles:

That should do it! Please know that I'm just a post away if you have additional questions about recording merchant deposit. Wishing you and your business continued success. 

johnrT
Level 1

desktop pro online payment recording

I was told by your help desk that there is a know problem with the merchants services window, when handling ACH payment with QuickBooks payments.  Please advise when this corrected.

MaryGraceS
Moderator

desktop pro online payment recording

Hi there, johnrT.

 

I appreciate you letting us know your experience when contacting our Merchant Support about recording online payments in QuickBooks Desktop. Allow me to help share additional details about this issue. 


Right now, we don't have a specific time frame yet but rest assured, our Product Development Team are still working to come up with a solution as soon as we can. I'll keep you posted every now and then for any updates once received.

 

Also, since you already called our phone support, your company details should already be added to the affected user's list. Once your name is there, you'll get an email notification from us once a fix is available. 

 

In case you're not added yet, please give us a call so we can include you to our list of affected users. Our most-up-to-date information can be found here: Which Payments product do you need help with?.

 

That should point you in the right direction today.

 

Thanks for the patience you put into this. Feel free to let me know if you have any other questions about processing merchant payments or while working with QuickBooks. I'll be happy to help you out. Have a great day ahead. 

 

View solution in original post

jessforeman
Level 1

desktop pro online payment recording

The company I work for just started using online payments. Since we started receiving online payments from customers, I am having this issue. Every time I try to record a payment I get this error message: “A payment you are trying to download can not be matched or recorded. Please record your merchant payments manually.”

 

I've spent an hour talking with support and going through all of the troubleshooting listed here, but the issue persists. Is this a known issue again? Are there any other things to try? It's been quite a headache trying to figure this out.

Ryan_M
QuickBooks Team

desktop pro online payment recording

Hi @jessforeman,

 

I'm here to point you in the right direction for support about your query on recording online payments.

 

If you already went through the steps listed in this article: Error in Merchant Deposits "A payment you are trying to download can not be matched or recorded", then it's best to continue your troubleshooting with our Payments Support team. They can further investigate as to why you keep getting this specific error message.

 

See this article for their contact information: Contact Payments Support. It contains the chat support links, as well as phone numbers for Payments Support.

 

You can also keep this article for future reference: Duplicate entries when downloading merchant service deposits into QuickBooks. You can find a list of possible reasons why you'd get duplicate deposits, as well as different troubleshooting steps you can take. 

 

Feel free to leave a comment below if you need further help. I'll be sure to get back to you. 

jessforeman
Level 1

desktop pro online payment recording

Hello - Could this be an issue again? We just started using online payments with QB about 5 weeks ago, and I have had this error message since the beginning. I've spent several hours on the phone troubleshooting with support and the error still persists. The error is taking the ease out of the auto matching and recording, since I have to enter everything manually to get around the error. Any help is appreciated.

MariaSoledadG
QuickBooks Team

desktop pro online payment recording

Let's make sure to handle this issue, jessforeman.

 

If this is something to do with the payment that you're downloading that cannot be matched or recorded, we have different causes and corresponding solutions to this error. But before we start, what specific error message are you getting? This is to ensure that we'll be able to properly address you.

 

Furthermore, you can go over to this article to check on how you can prevent the error: Error in Merchant Deposits " A Payment You Are Trying to Download Cannot Be Matched or Recorded.

 

Second, another way to prevent this is not to manually apply payments to emailed invoices if the customer paid you online. 

 

I've included these helpful articles in case you want some information in QuickBooks: QuickBooks Payments.

 

Ping me over if you need further assistance. I'll be here to help.

jessforeman
Level 1

desktop pro online payment recording

Here is the error message I receive when trying to record payments in Merchant Service Deposits: "A payment you are trying to download can not be matched or recorded. Please record your merchant payments manually."

 

I had the auto match and record turned on, but QB still couldn't match and record any online payments made by customers who were emailed a pay online invoice. I've tried all of the troubleshooting from the articles you've referenced. 

Angelyn_T
QuickBooks Team

desktop pro online payment recording

Hello, @jessforeman.

 

I appreciate you for getting back to us here on the Community page and for trying the steps provided to resolve the error you're getting. As mentioned previously, several factors are causing this error. That said, you need to review your transactions and perform the corresponding solutions to fix it. 

 

Since you're getting the same problem, I encourage reaching out to our Payment Support Team. This way, a representative can further help you match the transactions further and investigate or check the root cause of the issue. For the support's contact information, open this link: Contact Payments Support.

 

In case you need additional guides when processing payments in QuickBooks, check out these articles:

 

Also, feel free to read the topics from this link in case need references while working with payments or QuickBooks in the future.

 

I'm always here to help if you have any other questions. Don't hesitate to mention my name and leave a comment below. Keep safe always!

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