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MasterCard - Why can my clients not pay with MasterCard suddenly?

I've had a couple clients say they are not able to pay with MasterCard - receiving a message that we no longer accept MC.  I checked our QBO and nothing has changed regarding how and what we accept.  Looking for ideas why this would happen.

12 Comments
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Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Yes, we are having the same problem. 

Moderator

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Hi sparkspace, and SSG-amy.

 

Did you receive the Please use a different card. This merchant doesn't take MasterCard  error message when attempting to pay the invoice electronically. If so, we have an ongoing issue about this.

 

Our engineers are currently investigating the cause of this error. While they're working to fix this issue, I suggest calling our Merchant Support team to get you added as one of the affected users.   

 

I've added this link for their contact information:  Contact Payments Support. Go to the QuickBooks Online Payment & Merchant Service Center option.

 

Thank you for your patience while we're working to resolve this error.

Not applicable

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Customers still having issues paying via MasterCard!  And the support suggestion is NOT working . . . help!

QuickBooks Team

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Thanks for coming to the Community for help, @sparkisbmw1.

 

Our product team knows about the issue of processing payments using a MasterCard. They’re working on fixing it as soon as possible, so your clients can start paying the e-invoices with that type of method.


For now, I recommend giving our Merchant Services Team a call to add your account to the list of affected users. An email notification will be sent once new information is received.

 

Our support is available from Mondays to Fridays from 5 AM to 7 PM PT, and 6 AM to 4 PM PT on Saturdays. Here’s an article with their updated contact details: Contact QuickBooks Payments.

 

As a temporary workaround, your customers can use a different payment method to pay for the transaction. Check out this article for more details: Add or modify the accepted credit card types in QBO.

 

Let me know how the call goes and if you have additional concerns by leaving a comment. I'm always here to help. Have a good one!

Not applicable

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

We are having the same problem.

QuickBooks Team

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Hello @lmunozschira,

 

Thanks for dropping by in the Community.

 

Currently, there's an ongoing investigation about processing payments using MasterCard.

 

As a workaround, your customer can use another payment method to pay the e-invoice. Here's an article for your reference about the list of credit cards accepted in QuickBooks Online.

 

In the meantime, I recommend getting in touch with our QuickBooks Payment Support so we can send you updates about the status of the issue and add your account to the list of affected users.

 

Thanks for your patience. If you need further assistance with the workaround, just let me know. I'm here whenever you need more help.​

Dav
Community Backer **

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

We're also experiencing this problem.  (We use QB Desktop Enterprise.)

Moderator

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Thanks for joining this conversation, Dav.

 

I received an update regarding this issue (ticket number INV-37049) that it was already tagged as closed and resolved. There is nothing you will need to do on your end, as this will fix both existing and new invoices. Let your customers click the paylink again, and they should now be able to pay via MasterCard.

 

However, if the same thing happens, I highly suggest contacting our Merchant Services team again to they can further investigate. Refer to this article and proceed to QuickBooks Desktop Payments section to get their most updated contact information: Contact Payments Support.

 

Please know that I'm only a few clicks away if you have any other issues or concerns. I'm always ready to help. Have a good one!

Not applicable

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

I just tried paying an Intuit sent invoice online and both my MC were unaccepted.  The first error message said MC was not accepted.  I was in the Debit Card tab, so I retried with CC tab and that issued, "ErrorYou can try again, or come back later and try connecting then."

 

I attempted payment with two different MasterCards.

 

Moderator

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Hi DEEF,

 

The error message that you're getting has been already been reported. Our engineers are working diligently to get a permanent fix.

 

In this case, I highly recommend reaching out to our Merchant Services Team. From there, you'll be added to our notification list. When you do, provide this investigation number: 36927.

 

Here's the link to reach them: Contact Payments Support.

 

I'll also notify here once this will be resolved.
 
I appreciate your patience and understanding. Let me know if you have any follow-ups or other questions. I'm always ready to lend a hand and help you further. Wishing you the best.

Not applicable

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

We are having the same issue as of this morning (10/15/19). When I contacted support on Thursday last week I was told that the engineers would have the problem fixed within 24-48 hours. Obviously not the case.

QuickBooks Team

Re: MasterCard - Why can my clients not pay with MasterCard suddenly?

Hello there, VoodooDaddy0405.

 

If you have customers who encountered an error message that says merchant doesn't take mastercard, this issue has been resolved already. You'll want to advise them to reprocess the payment. They can also use a different payment method as a workaround.

 

Let's make sure to enter the correct details if your customers received an error that says "You can try again, or come back later and try connecting then". The name should be exactly the same as what's on the card or the account holder's name. Let's also double-check the zip code, CVV, and the expiration date if they are correct.

 

I'd also suggest contacting our Customer Support Team again if there's no changes. They'll be able to verify the cause of this error. They can also check if there's an update since you've already reported this.

 

Let me know if you need anything else. I'll be glad to provide additional help. 

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