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Level 1

I think the credit card processing is incorrectly showing a payment was made. What can I do to confirm this? This is urgent!

Something seems to be seriously wrong with the credit card processing of invoice in QuickBook Online right now. I'm doing my monthly customer invoicing on the 1st. Every customer who is paying by credit card is immediately showing "paid" the instant I submit for payment. Instantly. No pause to process.

 

But it's not correct. Even customers who never process because there are always problems with the credit cards are showing paid immediately.

 

I'm frantically worried that none of my payments have gone through and they are all incorrectly showing paid. This is a huge huge problem if so. It means my company won't have any income at all from the customers who pay by credit card, which is almost all of them!

 

The status is showing "paid" on these invoices, even for customers where I know that is impossible - for example a customer who has not paid in 3 years.

 

I'm in a panic here, and of course can't reach anybody at QuickBooks support.

 

Anybody know what is going on? How can I confirm if any of the payments have actually been processed and which ones have not?

 

Help!

2 Comments
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Moderator

I think the credit card processing is incorrectly showing a payment was made. What can I do to confirm this? This is urgent!

Welcome to the Community, douglerner.

 

Thanks for bringing this to our attention. Let me direct you to the right support.

 

Since Community is a peer user forum, I won't be able to check your account without asking for sensitive information. For security purposes, I'd recommend contacting our phone support for assistance. They can take a look at your account in a secure environment and make sure your questions are addressed accordingly.

 

Here's how you can reach them: https://community.intuit.com/articles/1145770.

 

Stay in touch with me if there's anything else you need. I'll be here to help. Have a good one!

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Level 1

I think the credit card processing is incorrectly showing a payment was made. What can I do to confirm this? This is urgent!

I called support and they screen shared with me and stepped me through each invoice and helped fix the problem, which was due to a bug in their new receive payments UI.

At the time I did the processing, the usual "pay by credit card" checkbox option was not there. It was a new UI. The bug was that even though the checkbox was not there, and therefore the option was not checked, QBO went ahead and erroneously marked the invoice as paid. Obviously if no processing took place the invoice should not have been marked as paid.

The support person went with me through each invoice from today and we did the following:

1. Clicked on each payment. The "pay by credit card" checkbox was now appearing, but was unchecked.

2. Checked the box and clicked "save and close" and confirmed that it was ok to proceed even though it was linked to an existing invoice.

Doing this I saw the usual "processing spinning wheel" and the normal confirmation.

And going into the merchant account I could see the processed transactions. Whew.

She said this was safe to do because QBO will never double-process the same invoice, which is one thing I was worried about.

Anyway, 30 minutes with the support person and it was fine.

To "sum up" it was a bug with the new receive payment UI. And the reason they created a new UI was to avoid accidental charges to payment methods you don't want to make use of.

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