Created with Sketch.Learn about PPP and Loan Forgiveness, stay informed with the latest changes.
Created with Sketch.Questions about how to close your books for 2020? Visit our Year End Resources page.
Created with Sketch.New to QuickBooks or using a new product? Visit our Get Started resource page to help you get going.
Created with Sketch.Need to make changes to your account? Visit the Account Manager Portal.
Showing results for 
Search instead for 
Did you mean: 
Level 2

Matching customer online payments

Using QB Desktop 2020, I have never been able to match a customer's online payment without have to do it manually.  I have called tech support a few times and they have been no help whatsoever.  Every time I try to match a payment, I get this message:


"A payment you're trying to download can't be matched or recorded. Please record your merchant payments manually."
The fees of course come over just fine, but never the payments.  The only payment that has been matched correctly was an ACH payment that I processed myself.
1 Comment

Matching customer online payments

@MPP315  Thanks for joining community!


Desktop customers will see this message within the Merchant Services Deposit screen when a payment isn't being recognized by QuickBooks.  Some issues that can cause this response are:


  1. A manual payment has been made against the invoice.
  2. The payment method is not recognized within QuickBooks.
  3. The wrong payment type was assigned to the pay method in QuickBooks.

First, make sure you don't see a manual payment made against the invoice:


  1. Open QuickBooks and find your customer invoice.
  2. Hold Ctrl+H on your keyboard to bring up transaction history.
  3. If you see a payment on the list, click on the payment to open and delete.
  4. The invoice will now be open to add the online payment.

If you do not see a manual payment, check to see if the payment method is added within QuickBooks:


  1. From QuickBooks main menu; Click on Lists.
  2. Select Customer & Vendor Profile Lists: Payment Method List.
  3. If you do not see the payment method used to pay the invoice, add New from the Payment Method dropbox in the lower left section of the screen.
  4. Make sure the Payment Method description matches the Payment Type name.
  5. Click OK.

If you continue to get the error message, please contact support chat.  They will be able to look further into your account to diagnose the problem.


This link will take you to the QuickBooks support page, where you can select your service and the proper contact channel: Contact Support


Come back if you have additional questions.

Need to get in touch?

Contact us