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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 February 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

13 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 14

Merchant Services and Desktop/Online conversions

@hallreb 

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

https:// melio.grsm.io/quickbooks

 

Highlighted
Level 2

Merchant Services and Desktop/Online conversions

Okay, I have a similar question and reading through this topic, it sounds like you can not have the same merchant service active for both Online and Desktop, concurrently. 

I posted a topic with this very question and I'm hoping to get a reply soon.

I processed credit card payments on both Online and Desktop this month, and only the transactions on Online are being reported as deposited.  Basically, I started writing new invoices on Desktop while I still have several open invoices Online.  When open Online invoices are paid, I process them as normal credit card transactions.  And when I have open Desktop invoices being paid, I also process them as credit card payments. 

Which leads me to several questions -

1.  What happened to the credit card transactions I processed on Desktop?

2.  Are those customers charged and the funds held somewhere?

3.  How do I get those payments deposited to our bank account?

Highlighted
Moderator

Merchant Services and Desktop/Online conversions

Hello there, @tggsigns!

 

You're on the right track, QuickBooks Desktop must have a different online payments account with QuickBooks Online. When you sign up for online payments in QuickBooks desktop, you can be able to send invoices with the ability to let your customer pay with it.

 

Once the payment has been made, we'll review them first before depositing them into the bank account you've chosen during the sign-up process. For reference, please consider reading the following articles I've included below:

Lastly, I've got you this helpful article as your guide that might come handy once you started accepting payments online: Install and use the USB Magtek card reader with a QuickBooks payments account.

 

Keep me posted in the comments if you have any other questions. I'll be here to lend a hand.

Highlighted
Level 2

Merchant Services and Desktop/Online conversions

@JonpriLI appreciate your response.  Right now my chief concern are the 5 credit card transactions I processed on Desktop.  I need to know where the funds are and how to get them deposited to our account.  We have a magstripe reader we use for Online and it's also reading c/c info on Desktop.

 

Highlighted
QuickBooks Team

Merchant Services and Desktop/Online conversions

Good Morning, @tggsigns

 

Thanks for reaching out to the Community. Since your concern is involving specific payments, I recommend contacting our Merchant Services Support Team. They have additional tools to help resolve this problem. 

 

Here's how: 

 

  1. Go to the Help menu. 
  2. Pick QuickBooks Desktop Help
  3. Click the Contact Us button. 
  4. Type in your question and press Continue
  5. Scroll down and choose to Get a callback

 

If you run into any trouble along the way, just let me know. I want to make sure that all of your concerns are addressed. Have a splendid day!

Highlighted
Level 1

Merchant Services and Desktop/Online conversions

on september 3rd there was an ach deposit made to my account only verified thru my account and routing numbers that i selected when entering my payment selection info to set up for recurring payments thru a government agrncy and i am still not able to access these very funds that are mine

Highlighted
QuickBooks Team

Merchant Services and Desktop/Online conversions

Thanks for taking the time to reach out to the Community. As much as I love to help you, tngarret. Since this is a public space and we're unable to view your account. This requires contacting our merchant support team. This way, we'll be able to pull up your account in a secure session and verify the status of your funds. 

 

Before diving in, I want to ensure your issue gets prioritized and addressed on time, thus I'll be providing this resource for the support hours. It contains the time on when the support is available, depending on your type of subscription. Just go to the QuickBooks section of this article for more info: Contact QBO support.      

 

Here's how to contact our support team:    

 

  1. Sign in to your QuickBooks Online company. Then click Help (?).  
  2. Click the Contact Us button. 
  3. Enter your questions and press Continue
  4. Select either Start messaging or Get a callback from us. 

I've added these handy related articles for more details about QuickBooks Payments:

 

Stay in touch by commenting below whenever you need additional information. I'm always right here to help. Have a great day!

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