Help!! QBO credit card payments processed but not deposited-- not showing up to deposit manually

pelvicore · ‎December 31, 2022

Just recently switched to QBO from desktop and then also tried QB Checking (nightmare!) and switched back to using my regular business checking account to which payments are deposited. Not sure if it happened the day of the switch back of checking accounts, but as I'm reconciling my bank statement there is one day of deposits not showing in bank register. When I go into sales transactions, all the transactions are there are are processed. But, when I go into Deposits, there is no deposit for that day and it does not show those transactions for me to deposit manually. (These were all in-person credit card payments with an Intuit Merchant account that usually automatically are entered.)

I went into the receipt and clicked on Audit History and the payments for that day say "Not deposited" where all other payments on other days say "Deposited." There is no longer the "Deposit to" box in the sales receipt to change it to "Undeposited Funds." So bottom line, the payments were processed and in the system as income, but I can't get them to deposit so my bank account won't reconcile and balance is off. If I delete each of those payments and manually re-enter them to then deposit, I'm not sure what would happen since they have an Intuit Merchant credit card transaction linked to them.

See attached-- deposited vs not deposit audit histories (deposited one is from another day to show what it's supposed to look like)

Please help!! TIA

Kurt_M · ‎December 31, 2022

I appreciate you for providing a detailed post about your concern here in the Community space, @pelvicore. Let's work this out so you can have your customers' payments deposited to your account in QuickBooks Online (QBO).

Please be aware that if a transaction in QuickBooks has already been paid, it will not go through as deposited when the payments are under the Undeposited Funds account. You'll need to transfer them from the Undeposited Funds to your bank account to ensure the payment is received. To update the status to Deposited, you'll need to relocate the funds through Bank Deposit. Here's how:

Access your QuickBooks Online account.
On the left navigational bar, click the +New button.
Select Bank deposit.
Choose a bank account where to deposit the amounts.
Select the undeposited transaction from the list.
Save the deposit.

In addition, see this article to learn more about how to handle customers' payments: Record invoice payments in QuickBooks Online.

You can also check this page to know more about how banking deposit works in QuickBooks: Record and make bank deposits in QuickBooks Online.

Feel free to post here again if you need assistance managing credit card payments in QuickBooks. I'll make sure to be around to help you out again. Take care, and have a nice day!

pelvicore · ‎December 31, 2022

I appreciate your suggestion, Kurt, but maybe I didn't word it properly in my post...but I did that already. When I go to make a deposit the transactions do not appear... as if they were already deposited. But, there is no deposit associated with those sales...hence my problem. Any further suggestions?

Kurt_M · ‎December 31, 2022

Thanks for getting back here in the thread, @pelvicore. I'll point you in the right direction to get this sorted out so you can have your credit card payments deposited to your bank account in QuickBooks Online (QBO).

Since the issue persists and you don't see the transaction when attempting to bank deposit, I'd recommend contacting our QuickBooks Online Customer Care Team. This way, a representative will be assigned to look into your account and determine the root cause of the problem. Also, they have the tools to have your account accessed in a secure environment to keep it safe. I'll input the steps below so you can proceed. To begin, here's how:

Sign in to your QuickBooks Online company.
Select Help (?).
Select either tab to get started:

Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
- Start a chat with a support expert.
- Get a callback from the next available expert.

See this article for further details: QuickBooks Online Support.

In addition, here's an article to help you manage banking transactions: Categorize and match online bank transactions in QuickBooks Online.

You can also check this page to learn more about reconciling an account in QBO: Reconcile an account in QuickBooks Online.

I'll be here in the Community in case you have any additional QuickBooks-related concerns. Take care, and have a good one!

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Help!! QBO credit card payments processed but not deposited-- not showing up to deposit manually