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Community Contributor *

No more alerts for declined credit card payments on recurring transactions?

I use quickbooks payments in part because I can setup recurring payments and they auto bill to customers' credit cards each month. Ocassionally a credit card declines and qbo dashboard would create an alert to notify me of this so I can drill down and see which credit cards declined and I could rectify the problem. 

 

Apparently (and according to QBO) they have removed the alerts from appearing on the dashboards so it is now difficult to tell which automated transactions have declined. Is any one else experiencing this?? 

 

If this is intentional, I cannot overstate how big of a problem this is for anyone who uses recurring billing through QB. 

 

I hope i am simply missing something. 

 

 

 

 

 

 

 

Failed Merchant Payment.png

Solved
Best answer 03-30-2018

Accepted Solutions
QuickBooks Team

Re: No more alerts for declined credit card payments on recurring transactions?

Hello there, nshah26.

 

Thank you for sharing your feedback about the QuickBooks Payments notification feature.

 

Being notified when a payment is declined is a great idea. We take our customer suggestions into consideration when looking for product improvements and ways to enhance QuickBooks.

 

In the meantime, I'd recommend reaching out to our Merchant Services team. They can provide ways on how to make sure you'll get notified once there is a declined credit card payment. Here's how to get in touch with them: QuickBooks Merchant Services.

 

I'm always available if you need anything else. Please feel free to come back and I'll be with you.

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Community Contributor *

Re: No more alerts for declined credit card payments on recurring transactions?

Ahh... I just logged in and the alert is back!  Thank you so much for the help

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13 Comments
QuickBooks Team

Re: No more alerts for declined credit card payments on recurring transactions?

Hello there, nshah26.

 

Thank you for sharing your feedback about the QuickBooks Payments notification feature.

 

Being notified when a payment is declined is a great idea. We take our customer suggestions into consideration when looking for product improvements and ways to enhance QuickBooks.

 

In the meantime, I'd recommend reaching out to our Merchant Services team. They can provide ways on how to make sure you'll get notified once there is a declined credit card payment. Here's how to get in touch with them: QuickBooks Merchant Services.

 

I'm always available if you need anything else. Please feel free to come back and I'll be with you.

View solution in original post

Community Contributor *

Re: No more alerts for declined credit card payments on recurring transactions?

Thank you for the reply sophia,

 

This was already a feature that you guys had and it worked fine. It is now missing. 

 

Can you confirm that this feature has been deliberately removed from Quickbooks online?

 

QuickBooks Team

Re: No more alerts for declined credit card payments on recurring transactions?

Hello Nshah26,

 

I'd recommend getting in touch with our Merchant Services Team to help you out with an answer. Each account is different and they can fill you in on what happened in this case.

Community Contributor *

Re: No more alerts for declined credit card payments on recurring transactions?

Hi Dwayne, 

 

I have called the quickbooks merchant services (and quickbooks online) on 4 different occassions and spent over an hour on each instance. They simply say to call you guys and you guys tell me to call them. 

 

The problem I am talking about is clearly something that is in QBO... as you can see from the picture above the alert I am talking about used to appear in QBO for the last 2 years until it disappeared last week. 

 

My question to you is was this something that QBO deliberately removed or is there some problem with my browser? 

 

QuickBooks Team

Re: No more alerts for declined credit card payments on recurring transactions?

Hello Nsha26,

 

I'd like to confirm that it wouldn't be caused by a problem with your browser. It would be something with your account.

Community Contributor *

Re: No more alerts for declined credit card payments on recurring transactions?

Ahh... I just logged in and the alert is back!  Thank you so much for the help

View solution in original post

QuickBooks Team

Re: No more alerts for declined credit card payments on recurring transactions?

Hey Nshah26,

 

I'm happy to hear that you've got that alert showing back up. 

 

Let me know if you need anything else.

Anonymous
Not applicable

Re: No more alerts for declined credit card payments on recurring transactions?

Hey @nshah26,

 

Thanks for reaching out to the community, we’re glad you’re rolling again - and we’re always here to help! Be sure to check out our business acumen and QuickBooks workflow discussion boards to share your ideas, learn best practices and connect with other QuickBooks users.

 

Not applicable

Re: No more alerts for declined credit card payments on recurring transactions?

I am having this issue now - can you expand on what changes we need to make to our account to get the declined credit card report back?

Content Leader

Re: No more alerts for declined credit card payments on recurring transactions?

Hey there, @sonali.

 

It would be my pleasure to help you get to the bottom of those missing notifications. The person previously affected by this issue needed only to wait a little while for them to reappear. The delay was likely caused by momentary server maintenance. Have you received the recent notification you were looking for since posting?

 

In the meantime, clearing your browser's temporary cache files will help you assure no issues there. The steps for doing this vary based on which browser you're using, but we have a collection of instructions for popular browsers at our guide here. The guide also offers details as to what these files hold and why keeping them cleared is important for the health of your QuickBooks.

 

Be sure to touch base with me here about your progress with this, I'd like to make sure you're taken care of. Thanks for coming to the Community, I'll be standing by for your response.

Not applicable

Re: No more alerts for declined credit card payments on recurring transactions?

Hi @MichaelDL - appreciate your response! It has been about 1-1.5 weeks since the notification disappeared. I cleared my cache just in case but still no luck - will continue to wait and see but please let me know if theres anything else we can do or if you can check on your end!

Community Contributor *

Re: No more alerts for declined credit card payments on recurring transactions?

Hi @sonali,

 

fyi inwas told by qb that this is a known bug that the engineering team is aware of and they have had quite a few calls about it.

Content Leader

Re: No more alerts for declined credit card payments on recurring transactions?

Good afternoon, @sonali.

 

I hope you had a relaxing and enjoyable Labor Day weekend.

 

Following the comment from @nshah26, I did a little research and was able to find the mentioned bug - only recently discovered and reported to the Engineering Team. Errors pertaining to Dashboard alerts are often case-by-case and affect many customers in different ways, based on their company setup.

 

To ensure this report is applicable to you, I'd recommend clearing your cache one last time and waiting for a new alert to appear. This will conclude with certainty that a bug is causing the issue. You'll find the steps for clearing your temporary cache files in popular browsers at the link here. If after a short a time the alerts still aren't appearing, please get in touch with the QuickBooks Support team so you can be added to the affected user list. I'll provide the steps for doing so below:

 

  1. Navigate to the QuickBooks Contact page.
  2. Select QuickBooks Online as your product.
  3. Click Solving issues & error messages > Importing.
  4. Select Get Phone Number at the bottom.
  5. Once you're speaking with a representative, use the reference code INV-19267 to direct them to the appropriate ticket.

 

By doing this, they'll sign you up to receive e-mail updates for the error when progress is made towards a solution. You'll also be notified as soon as a fix is in place. In the meantime, please don't hesitate to reach out to me here so I can help you succeed with QuickBooks. Thanks again, cheers to a productive week and month ahead.

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