Intuit Merchant payments received from the einvoice cannot be matched to invoice in customer account

Welcome to the Community, @rachelN520.

I'd like to share some insights regarding syncing QuickBooks Payments transactions into QuickBooks Desktop.

Usually, the default deposit account used for Merchant Services is Undeposited Funds. To assign these payments to their corresponding account, you can process a Bank Deposit.

However, once the payments are sync into QuickBooks, the system will not include the customer's name. I'd suggest getting in touch with our Merchant Services Center to verify where the payment came from.

To know more about QuickBooks Payments feature, check these out:

• Find out when QuickBooks Payments deposits customer payments
• Resolve common issues when applying a payment towards an invoice

Stay in touch with us by adding a comment below if you have other questions. We're always here to help.

Thank you, yes I'm familiar with the process and have done just those steps but it's not working.  Unfortunately, I've been on the phone with Quickbooks support many times before about this issue with no resolution. 

Thanks for coming back to us, @rachelN520. I know that we need to fix this issue right away. 

It could be that the Auto match and recording of payments has turned off. Let's ensure to turn this on. Here's how: 

1. Go to Banking, then select Record Merchant Service Deposits.
2. Go to Deposit Settings, then select the Auto match is record is turned off toggle.
3. Click Save Settings.

For future reference, follow these steps to Change how QuickBooks records payments on your chart of accounts in this help article: Automatically record QuickBooks Payments bank deposits.

Let me know if you need more assistance with your Merchant payments. I'll be here to help you more. 

Hello, the Auto matching feature doesn´t help at all. With every payment ID´d as coming from "Einvoice" it still does not attempt to match the payment amounts to existing invoices.

The only way I could assign an epayment to the correct customer was on that Customer´s tab, I used GET ONLINE payments from there and the payment appeared on the customer´s transactions list, where it could be saved as a credit. I then had to delete the paid invoice and create a new one,applying that credit. It´s a pain but that way the payment was cleared from Merchant deposits and the customer´s account was balanced. 

I am having exact same problem, customer paid yet it doesn't credit the invoice.   I have yet to figure out how to get it to apply.  When I go into Merchant Services it just says forever . . .Please wait... we are matching your deposits to QB desktop records.   

and yes I have done all the updates, upgraded to Mfg & Wholesale 2022 so QB people don't ask me again my version.  I spent 35 min on chat and they did nothing but try and sell me Enterprise. 

I just figured out why 2 of my customers E-Invoice payments are not being applied to the invoices.  When they pay they use the owners of the cards name and not the business name.  Since I do not have that in the customer info, it does not recognize who that customer by way of Company name and it does not apply it to the invoice.  Voila, I hope that is it.  I am putting the name on the card that they use to pay the E-invoice into my customers info to see if that solves the problem.  It only happens with two customers and both of them do the same thing.

Please know that this isn’t the service we want you to experience, @EllieClaireW58. I’m here to turn around this by sharing some insights about linking your invoice to their payments.

I appreciate you performing the troubleshooting steps to fix this issue. I also understand the convenience of matching your invoice to its payments.

If you're a new user, your first batch of payments will be deposited within 5 business days. This will take a little longer since we’ll set up your account. After that, we'll be able to deposit customer payments faster.

I'm pleased to inform you that deposit speeds and status depend on the product you’re using. Since you’re using QuickBooks Desktop, let’s sign in first to the Merchant Service Center to review when a deposit was made. I’ll show you how:
 

1. Select the Activity & Reports tab and then All Statements.
2. Find the transaction in question and select View.
3. Enter the last 4 digits of your Tax ID number.
4. In the Activity Summary, look for the date when the deposit was made.

Once done, let’s check the status of all your processed payment transactions. We can track them through the Merchant Service Center. 

Here’s how:
 

1. Sign in to the Merchant Service Center.
2. On the homepage, select Activities & Reports and then Deposits.
3.  In the Dates field, choose the date range.
4. Tap Search.

To check for payment issues, click here. You can also proceed to Step 3: Reach out to your bank if you’d like to verify if we had deposited the funds.

If you encountered the term Withheld, you’ll want to check out this article. It contains all the steps you can perform while QuickBooks reviews the transactions.

I’ve added these references to guide you in handling QuickBooks Payments:
 

• Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop.
• Resolve common issues when applying a payment towards an invoice.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

We have the customer name in the credit card name field so that is not our solution.

Not only are the online payments not syncing into QuickBooks but, NOW as of 5/16/2022, the merchant deposits are not syncing. We have to manually make the deposits.  I'm applying the epayments to the customer invoice manually.  We have to pull the merchant deposit information to make the deposits and find the fees associated with it.

The QuickBooks issues that customers must consistently deal with is outrageous. Your customers are paying a ridiculous amount of money each year (and keeps increasing) for these issues. We are paying for features that don’t work and I have to do the job the software is supposed to do.  What do your tech people do???

A feature works as it should and then one day…poof…it just stops! Your tech support is a joke.  I can’t tell you how many times, I have had to train your tech people because they are clueless.

It is exhausting to call and speak with someone in India just so they can do a chat with the someone here, in the USA because they are not trained properly.  It is a CIRCUS!

Come on QuickBooks  - GET IT TOGETHER – FIX THESE ISSUES!!!

Hello, Getittogether.

I understand how you feel, especially if the feature or service you paid for isn't functioning as expected. Currently, we have ongoing issues with the online payment and deposits aren't syncing since Microsoft no longer supports Internet Explorer. Our engineers already working on switching the default browser of QuickBooks Desktop from Internet Explorer to Chrome.

Please contact our Payment Support team if you haven't been included in the list of affected users. They have the tools to look up your account and add you to the list, so you'll receive an email when the issue is resolved.

In the meantime, you can continue to manually match and record your customer's online payment. Refer to this article for more insights: Record Merchant Service Deposits.

I've also added this resource in case you'll experience trouble applying payments toward your customer's invoices: Resolve common issues when applying a payment towards an invoice.

If you have any other questions, please tag me in your comment. We're always willing to help whenever you need it.

Thanks for reaching out but, I am sure I've been using QB longer than you have been giving out the same links to the same old tired information.  Everyone knows how to read and from what I gather most of the posted issues with the deposits and payments are from customer who know how to use your software.

Customers do not want to speak to reps who have no or very little training and then have to chat someone to ask - what you just asked them.  Customers also do not want  "templated" answers posted to their questions.

The majority of your customers know how to use QB!

I am also still having the same issues, afraid to look at my May bank statement fearing it will be double deposited on my side because of manually having to do it and QBooks taking the deposit also.

I've been using QBooks since 1996 so I do know what I am doing also.

Hi Stoneybrook57:  As of this morning, still NO fix from QuickBooks!  My deposits and epayments still are not syncing.  I have to enter all these transactions manually. I know, I am shocked too -  It's just not like QuickBooks to not be on top of the problems they create!  Ha, Ha

I reconcile my account regularly, almost daily and suggest you do the same, if possible. It is easier to catch issues this way and when it does come time to reconcile your statement at the end of the month, it is a much easier process.  Hopefully, this helps.

Hi there, Getittogether.

I appreciate you for taking the time to post your insights in the Community. As we're actively working to get the issue fixed, you can manually enter the transactions in the meantime. This way, you'll be able to reconcile your account and keep your accounts up-to-date and accurate.

If you need some references in completing your other tasks in QuickBooks, you can browse some topics here: QBO Help Articles.

Don't hesitate to drop a reply below if you have any other concerns or additional questions. Have a great rest of the day.

Dear KlentB:  Obviously, you did not read my post which, sadly, is the biggest problem with QuickBooks reps.

Please don't bother to respond and waste our time - unless it is to say the problem has been fixed!

Thanks!

I am having the same issue and I have mine set to auto match. My payments are not even matching to the invoices to show they have been paid. Therefore, there are no amounts to deposit either. I know the payments have been issued because I have the email and they show up on a report as being paid. I have the latest downloads, but the rep has been no help.

This just began in May.  I use Desktop Pro 2021

I have irate customers.  They pay via e-invoice but I have no idea they paid until I tell them they are late.  Then I have to get a date off them that they paid and go searching in Merchant Deposits.  No wonder I had to quit doing my March bank statement, it was not matching Qbooks deposits to bank and my customer payment deposits.  Only one customer was using this service, now a lot more and I am sending then late notices.  Is there another software program out there b/c if this continues I may not stay with Qbooks.  Is Peachtree still around. What is next, payroll screwups??? Then it is ADP.   Better get your act together Intuit.

Day 9 of merchant deposits not syncing!  BUT, as of this morning the genius technical people did have time to add this to the bottom of the customer merchant receipt (see below)!  As usual for Quickbooks, always working on the "important/stupid" stuff like this and not fixing the real issues plaguing their paying customers everyday!  Which by the way, seems to be an Ad for Quickbooks...Seriously annoying!!!  This stuff just irritates the @$()# out of me!  Quickbooks - Get It Together!

By the way, I am searching for competent, reliable and affordable programs out there and will update this post when I find some worth mentioning.  Oh, and yes, the epayments are not syncing either.  I just make all of these transactions manually.  Guys as posted earlier - try to reconcile your statements daily or weekly, whichever works best.  This will eliminate a lot of headache!

_________________________ Thank you for your business _________________________
Payment services brought to you by:
Intuit Payments Inc.
XXX Main Street, Somewhere, CA xxxxx
Phone number [Phone number removed]
NMLS #XXXX
For more information about Intuit Payments' money transmission licenses, please visit
https://www.intuit.com/legal/licenses/payment-licenses/
CUSTOMER COPY

Reps: Please stop asking me "what I want to accomplish" or trying to sell me on Quickbooks online. I just want someone to explain the problem and fix the issue at hand--not sell me another Quickbooks product! 

Unfortunately, this is what they were trained to do....sell not support which, is what we pay for!

Thanks for joining this thread, Michtex1.

If you're using express mode to match your transactions, there's a few categories they can be put into:

• (Auto) Matched - QuickBooks found a match between the downloaded transaction and one already in your related account.
• (Changed By Rules) Renamed - QuickBooks created a new transaction using renaming rules. This means the downloaded transaction doesn't match any records in its related account, but one of the rules created a new transaction which is ready to be added to your register.
• (Need Your Review) Unmatched - The downloaded transactions don't match any records in your books.

If you know there's a matching transaction, definitely be sure to make the connection between their records. In the event you agree with the recognized match, you won't need to do anything else to your transaction. The matches will be made and added to your account register when you select Finish Later. If you don't agree with a particular match, unmatch the transactions, then match them appropriately.

In the event you're unable to find a match, here's what you'll need to do:

• If your downloaded transactions are newer, make sure you've entered them in QuickBooks. Doing so should change their statuses to Matched.
• The transaction that exists in your books could have a different transaction number, amount, date, and/or payee from the downloaded data. In the event this is the case, find your transaction in QuickBooks and make edits based on the official bank records. Doing this will change the status of your transaction to Matched.
• If a downloaded transaction matches with a record that's already been reconciled, QuickBooks won't be able to match them. The reconciled transaction will have a checkmark in its CLR column.
• There's occasions when duplicate statements or transactions can be downloaded into your books. In the event transaction records were downloaded and have a lightning bolt in their CLR column, QuickBooks won't match them again.

If you're using your advanced, classic, or manual modes, you can find detailed steps for matching records in our Add & match Bank Feed transactions article.

Please feel welcome to send a reply if there's any questions. Have a great day!

Say what . . . . . really.  A customer pays by email and we get an email notifying us.  However, when you go into Merchant Services Deposits nothing shows up at all if auto matching.  So many weeks ago I turned off auto match and still nothing shows again, I have to "View and Search transactions Details" to find it"  AND it is super slow getting to the transaction details and no it is not my computer as I use a gaming computer with 16GB memory and it was never this slow before - only after it stopped working properly which is probably when I loaded the 2022 version.  So frustrated with QBooks now, everyday its a headache.

One thing I am happy with recently however, is able to pay my vendors via ACH, that is a plus. Set it and forget it.  

I appreciate you for getting back to us, EllieClaireW58.

I understand how convenient it is to have the auto-match button work properly.

Since this feature only stopped after you downloaded the latest version, you can run some tests to ensure that the file is not damaged.

If the same thing happens, I'd recommend running the Verify and Rebuild tools. This tool can help you resolve the transactions that are missing in the lists.

Here's how:

1.  Go to the Window menu and select Close All.
2. Click the File menu, then choose Utilities. 
3. Tap Verify Data.
4. If you receive a specific error, go back to the Utilities and tap Verify Data. 
5. Follow the on-screen instructions.

Additionally, you may check out these articles below about personalizing sales forms, customizing, and memorizing reports. 

• Understand reports
• Sales and customers

You can always mention my name if you have concerns processing transactions with QuickBooks.

I did a rebuild last week because I deleted some reports and it had me do a rebuild.  Didn't help this issue of email payments.  I will do again but doubt if it will change anything.