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Level 2

Merchant Services and Desktop/Online conversions

So, my original QB file was created in QuickBooks Desktop.  We had MS linked and processed payments via Desktop.  The file was converted a few years ago to Online and payments were processed there.  

 

I recently converted BACK to Desktop because Online is lacking so many features.  I am now being told that my Merchant Services account will no longer work within Desktop and that I have to go through the hassle of creating an ENTIRELY new Merchant Services Account.

 

Someone please explain to me why this is NOT mentioned during conversions and why a Merchant Service account CREATED for Desktop can no longer work WITHIN Desktop.

Solved
Best answer 02-12-2020

Best Answers
Highlighted
Moderator

Merchant Services and Desktop/Online conversions

We can only link the merchant account to one company file, LucyDee.

 

We'll need to make sure that the merchant account was unlinked to your QuickBooks Online account. From there, we can link it again to your QuickBooks Desktop file.

 

You'll have to reach out to our Phone Support team to unliked the merchant account. Here's how:

 

  1. Sign in to QuickBooks Online.
  2. Click the ? Help icon, and then click Contact Us.
  3. Enter unlink merchant account as your keyword.
  4. Select either Start messaging or Get a callback from us.
  5. Enter your information needed.

 

Afterwards, you're good to link your QuickBooks Payments account to your QuickBooks Desktop file.

 

I'm just around if you still need my help when linking your payments account.

View solution in original post

7 Comments
Highlighted
QuickBooks Team

Merchant Services and Desktop/Online conversions

Hi @LucyDee,

 

You'll only be able to use the merchant account with the company you are transferring to. In your case, you'll have to sign up for a new merchant account. You might want to reach out to our Payment Support for further assistance on how to do this.

 

I'm also adding these handy articles for additional reference.

 

 

If you have other concerns or other QuickBooks questions, please let me know. I'll be around to help. Thank you for posting in the Community space and have a great day.

Highlighted
Level 2

Merchant Services and Desktop/Online conversions

“You'll only be able to use the merchant account with the company you are transferring to”

 

What, exactly, does that mean?

 

its the same company. 

Highlighted
Moderator

Merchant Services and Desktop/Online conversions

We can only link the merchant account to one company file, LucyDee.

 

We'll need to make sure that the merchant account was unlinked to your QuickBooks Online account. From there, we can link it again to your QuickBooks Desktop file.

 

You'll have to reach out to our Phone Support team to unliked the merchant account. Here's how:

 

  1. Sign in to QuickBooks Online.
  2. Click the ? Help icon, and then click Contact Us.
  3. Enter unlink merchant account as your keyword.
  4. Select either Start messaging or Get a callback from us.
  5. Enter your information needed.

 

Afterwards, you're good to link your QuickBooks Payments account to your QuickBooks Desktop file.

 

I'm just around if you still need my help when linking your payments account.

View solution in original post

Highlighted
Level 2

Merchant Services and Desktop/Online conversions

Adrian, there was only one slight issue with your instructions.  QBO support had to transfer me to Payments support in order to unlink the file.  Outside of that, your instructions worked perfectly!

 

Thank you!!!!

Highlighted
Level 1

Merchant Services and Desktop/Online conversions

LucyDee...I'm trying to do this same thing...how in the world do you reach anyone at QB?  Do you have a phone number that doesn't have an hour wait time?  

Highlighted
Moderator

Merchant Services and Desktop/Online conversions

Hello @hallreb,

 

We don't have the specific phone number of the support you need help with. You'll want to follow the steps shared by my colleague, @Adrian_A above, in contacting our dedicated support. This is the safest way to reach them to avoid any fraud events to happen.

 

Lastly, here's an article you can read to learn more about the availability of our dedicated support: Support hours and types.

 

If there's anything else that I can help you with, let me know in the comments down below. I'll be here to lend a helping hand.

Highlighted
Level 11

Merchant Services and Desktop/Online conversions

@hallreb 

For the time being, utilize MP as your backup payment service.

https:// melio.grsm.io/quickbooks

 

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