Ugh! In mid-January of '22 I started experiencing this problem. It's been going on for 3 months now. The first service person told me I needed to upgrade to the newest version of Quickbooks Desktop. I did, QB Desktop Pro Plus 2022. The problem still persists to this day despite the aid of numerous tech support personnel and an estimated 12-15 hours of time spent on the phone. The issue:
I open the Record Merchant Services window. Transactions display but show as not having been matched and requiring manual matching (all of my online payments are via Intuit Payment Network's ACH transfer, I don't accept credit cards). On inspecting Customer records all of the transactions have been matched to their correct invoices, invoices are shown as PAID and the transactions appear in the Make Deposit Window queue. In other words, the matching is functioning correctly, but not clearing the transactions from the Record Merchant Service Deposits window and the deposits (though they do end up in the bank) have to be manually batched and cleared via the Make Deposit Window, rather than the automated process that occurred before mid-January. This last step is important for bank statement reconciliation. (One maddening aside is that approximately 1 out of ever 30 transactions does complete the process completely. Total mystery as to why.)
Since discovering the problem I have changed numerous settings, made many updates, changed my password, worked through the Tool Hub to clean up files, started and restarted, etc. all while having my hand held by QB Tech support. The result is that now if I close the Record Merchant Service Deposits window and reopen it the transactions have cleared from the Record Merchant Service Deposits, a work around I can live with; however; the deposits are still not being batched and moved through the remainder of the process automatically. That's something I still have to do manually.
This is functionality that is an advertised function of the application and something for which I pay a per transaction fee. I receive between 50-75 transactions of this type per month. Each time I'm on tech support I'm assured the 'problem has been resolved'. I manually clear the queue, await the next transaction and, voila, same problem. Only one of the tech support people, a very nice person named Jun, bothered to follow up. After several attempts by Jun to correct the problem over the course of a week it appears the case was closed and I lost the ability to reach Jun again. I'm so frustrated at the amount of time this has cost both on the phone with tech support and manually dealing with my ACH transfers that I'm loathe to make another call and jump through the same ineffective hoops yet again and waste yet more of my time trying to make this expensive piece of software do what it's supposed to do and is charging me for.
Does anyone have a solution to this problem? Is anyone else experiencing it?
Dealing with the same problem for three months is so burdensome, PowPow. I'll do what I can to help resolve the issue as quickly as possible.
I have some settings that I'll let you check on your QBDT to help clear up the manual matching problem. Before doing so, I would like to thank you for continuously calling our support and following the troubleshooting steps provided.
Ensure that the Auto match & record-setting is turned on in your QBDT. Turn on automatic matching so QuickBooks deposits and records customer payments for you. Here's how to check:
QuickBooks will now automatically group customer payments each day and record them on your chart of accounts. After this, I'd recommend reviewing the transactions in QBDT. For complete steps, click this article: Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop.
Once everything is in order, you may now proceed in reconciling your bank account.
Additionally, I'll take note of all of your experience with the product and our support. Then pass this to our dedicated team to enhance your overall experience.
Furthermore, check out these articles below on how to fix reconciliation errors and know the QuickBooks Payments FAQs:
Should you need more assistance with QuickBooks, feel free to comment below. I'm always around to take care of all your needs. Keep safe, PowPow.
Thanks for your response MicheleBh. Have already done everything called out in your response and in the articles. No change. To be clear: The ACH transfers match to the invoices just fine, but don't clear from the Merchant Service Deposits window and, much more frustrating, the Deposits remain in the Make Deposits window until I manually clear them, which is a time consuming process as they have to be batched properly so as to make reconciliation with my bank account correct.
After so many hours on the phone with tech support I have already done all of the easy troubleshooting items (like changing settings) and many of the more complicated ones (like numerous updates and changing my Merchant Service password). Nothing has worked. I need to move past the straight forward technical support as it has been ineffective and time consuming. I can provide trouble ticket numbers, if that's helpful, to see what's been done so far, but what I really need is a level of support that can address this issue.
Hello, @PowPow. Please know that this isn't the kind of service we want you to experience with us. Rest assured that I'm here to help address your concern right away.
One of our administrators submitted a review on behalf of your concern. That said, they will contact you for updates or if they need more information.
Moreover, I'll be adding this article here to help you manage your deposit account information in the future: Manage your account information using the Merchant Service Center.
If you have any other concerns about QuickBooks Desktop, feel free to post again in the Community. I'd be happy to assist you further. Keep safe.
I have been having exactly the same issue since January of 2022 and, like you, have spent many hour on the phone with support and tried the same step but still no solution. In addition, I have been disconnected from two agents after spending over an hour troubleshooting with them. I feel like I am paying for a service and then having to to a big part of the work myself! It's beyond frustrating!!
I can only imagine the hurdle you've been through in fixing ACH transfer issues, @epowell.
We appreciate your patience in contacting our support team about your previous QuickBooks Payments deposit not matching and depositing experience.
I'll have someone review your cases and reach out to you shortly. I recommend reviewing your email or Community profile for their recommendations on a regular basis.
Feel free to comment back if you have other QuickBooks concerns. We're always ready to assist further. Take the best care!
Mich_S, please advise. As recently as today I am still experiencing the same issue. No one from Intuit has contacted me nor has any resolution been posted here. I check email daily and have also received to call. Where can I find the solution to this problem? Assuming there's something beyond what I've already gone through which has proven unsuccessful. Much like epowell I am paying for functionality which is critical to my business but isn't fully functional.
Thank you for reaching back out and following through with those troubleshooting steps. Since you are still experiencing the issue, I recommend connecting with our Support Team so one of our agents can review your account in a secured environment. I will be here waiting to hear how it goes! Let me know if you have any other questions. Take care.
I am having the same experience with My Merchant Service Deposit. I have called the support team and have had Case numbers. As like the others I have done everything they have told me to do even updated to 2023 and was told it is in specialist hands and as of today I have not heard back from anyone. This Started September 15 and last time I talked to someone was on September 22,22 and they told me the same thing in a specialists hands. I am still having the problem and frustrating knowing we pay for a service and have to waste so much time on phone trying to fix and start all over with another person.
I'd like to check this for you and get it taken care of myself. However, as much as I would like to get this handled directly, the case number requires pulling up your account information, which I am unable to do in this public forum.
I know you've already called in. However, I'd suggest getting in touch with our Merchant Services Center. They have the tools required to create and submit a ticket about this issue on your behalf. All account-related concerns need to be directed to our phone support for security purposes as well.
In the meantime, you might want to bookmark the following links below. We can learn more about the types of processing fee rates as well as steps to void a transaction:
You can stay connected with me by adding a comment below if you have additional questions about QuickBooks. I'd be glad to answer them for you, porta775.
Is this really the best Intuit can manage? Clearly this is an issue. It has been one for months. I'm not alone (thanks porta775!). I've spent many hours on the phone with technical support and it's beyond frustrating to be told to go through another several hours of phone time and still not really know if this issue has been escalated nor any indication of when resolution might be forthcoming. Undoubtedly development has a bug tracking software of some sort. Is this problem in there? Is there a resolution or scheduled roll out? Is it even in consideration yet? These don't seem like hard questions to answer given this is likely a code issue of some sort, hence the reason tech support can't resolve it, yet no one in this forum or on the phone can seem to provide a simple answer as to whether or not this problem is being investigated and scheduled for resolution by part of Intuit that is tasked with issues that can't be answered by front line tech support and to provide this thread with the means to monitor the ongoing process, if there is one.
Good Morning Rosa
Thank you for you getting back to me .I have been in touch with Merchant Service Center along with the Support Team a few times. We have uninstalled and reinstalled the program they have looked through all my settings. They did a rebuild and still did not work. I have tech's call me and we have worked on the program and still nothing. The tech said they have to give it to the experts and nothing as of today.
When I open Merchants my screen says "Sorry for the inconvenience, but we're busy righ now with maintenance to this service. If you see this message for more than 24 hours, please contact customer support " . Well it has been more then 24 hours and I have contacted them...
I am doing the same as the others I enter manually into my desktop.
I don't feel we should be the one continuously calling QB back they should be reaching out to us either with we are still working on the problem.
I'm not sure why you would have me looking at -Undertand fees for reunds or voided transactions that is not what we are talking about.
Hi PowPow, I have had the problem that credit card payments would record but bank, ACH e-checks, would not. I had to enter them manually. Today I found the following in a help file. I entered all the payment methods that were not already entered. I believe the E-Check method not being in the list was the cause of e-checks not matching. Now any payments coming from a bank, ACH e-check, matches and records automatically. Hopefully this may help.
|American Express||American Express|
|Debit Card||Debit Card|
|Gift Card||Gift Card|
I appreciate you for coming back to the thread, porta775.
I understand that things have been challenging for you about QuickBooks Payments deposit not matching and depositing. Please know that this matter is still tagged as ongoing and rest assured that our engineers are working to identify the cause of this issue to provide a solution. Also, Intuit makes every effort to reach out regularly to give progress updates.
For now, you may refer to this article to see various informaiton that might help you with the most commonly asked questions about managing any merchant concerns: QuickBooks Payments FAQ.
Don't hesitate to post or click the Reply button below if you have other concerns with your Merchant services and other QuickBooks-related matter. I'm always here to help, porta775. Hava a great day!
fpptreasurer10, thanks for having offered an alternative solution. Unfortunately, changing those settings didn't impact the behavior I'm seeing, and the same issues occurred. It was, at least, nice to have something new and different to try, so it is much appreciated.
I can see that you did everything you could, @PowPow. I'm here to share some details about this.
The issue of getting an error when accessing Merchant Service Deposits in QuickBooks Desktop (QBDT) is still ongoing. Currently, we don't have an estimated time frame on when this will be resolved. If your account was already added to the list of affected users, you'll receive updates about this via email.
The recommended workaround for this is to locate all places you've added backslashes and manually remove them.
Please know that you can always post here in the Community if you have any other QuickBooks concerns. I'm always here ready to help. Have a good one.
Thanks for your response. Two questions:
1) You reference a workaround where I should remove all backslashes. What/Where are the backslashes you are referring to? Is there a write up of this workaround? This hasn't been mentioned before.
2) Is there any way to confirm that my email address is connected to this issue and, if it isn't, to be added? To date I've not received any notice or communication from Intuit except in this thread.
Good evening, @PowPow.
Thanks for reaching back out on this thread. I'd be more than happy to point you in the right direction.
You can easily get in contact with our Customer Support Team to ensure that your account is associated with the investigation that we have. From there, they'll add you to a list of affected users where you'll be updated via email on how the progress is going. Here's how:
Please keep us updated on how the call goes. It's my priority that you're able to get back to running your business as soon as possible. Bye for now!
Just to be very clear - Quickbooks does not care if you have an issue and they prove it with the same old templated responses over and over and over and over ----it's it sooooo Exhausting mot to mention FRUSTRATING!
This started back in May for us and it did finally get resolved a month later.
Unfortunately, it started again last week! We have to enter all merchant deposits manually and the fees manually. Not sure why we are still using QB but, hopefully not much longer. They are always raising the cost of this crappy software every year and this year was the worst and IT DOES NOT WORK AS INTENDED AND THE SUPPORT SUCKS!!!
Customer support has the nerve to send a survey when they do not do anything! Oh, and QB please do not to tell your clients you will call them back the next day to check and see how it is going and verify a time ---WHEN YOU NEVER CALL BACK. YES YOU, ELIZABETH!
QUICKBOOKS HAS THE WORST SUPPORT!!!!
Have they come up with a solution yet for this matter yet? We are into December Now and has been going on since September 2022 and we still have problem and are on the list. No phone calls or updates besides the price for the subscription going up by a lot of money and not being compensated for this issue. I was on the phone for almost 2 hours about the subscription price with no help and then wanted to transfer me to the merchant services next. I just don't have time to sit on phone with nothing being solved.