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sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

2 out of 3 credit card payments received from our customers using the Pay Now option did not apply to their invoices. The payments have been processed via the transaction report at the Merchant Center.

One customer's payment did apply to their invoice and we are getting the payment notifications for all of them.

This seems like a bug of some kind. Can anyone advise since it's impossible to get through to support.  

Solved
Best answer August 13, 2020

Best Answers
Jovychris_A
QuickBooks Team

Online payments are at times not automatically applied to the invoices.

Thanks for posting to the Community, @sicambrian and @RangerZ.

 

Online payment should automatically mark the invoices as paid once it is applied.

 

Since you're getting the payment notifications while the online payments didn't apply the actual customer invoices, I'd recommend reaching to Merchant Services Support through this link: Merchant Services Support.

 

There they have tools to verify and check if these deposits already hit your actual bank. You can also review with them if there are changes in the system.

 

If you're brand new to QuickBooks Payments, your ACH payments will take a bit longer during your first month. You'll get your payments within 5 days for the first 1 to 4 weeks while we set everything up. We'll send you an email once everything is set up to let you know your payments will process at the normal speed @RangerZ. You can check this article for more info: Find out when QuickBooks Payments deposits customer payments.

 

I also encourage you to review some of our commonly asked payment questions through this article: QuickBooks Payments FAQ. You'll see all the topics to look up when need help about QuickBooks Payments.

 

You're always welcome to post here anytime you have other concerns. I'd be happy to work with you. Have a great day, and take care!

View solution in original post

14 Comments 14
RangerZ
Level 4

Online payments are at times not automatically applied to the invoices.

We too are struggling with accuracy of payments.  We are basically in the testing phase but have noticed that the transactions do not reflect the bank account that we have selected in config and that there appears to be one item that says Undeposited Funds, which is linked to one transaction, but we think cleared the bank today and applied to to a different transaction without removing the Undepostied Funds

 

I dislike the concept of automatch and just turned this off today.  I will see what options we get for the pending payment we have in the nest day or too.  Automatch should offer a window with all the deposit items and a suggested invoice to apply too.  One should then be able to override (ie change) and then press update.  this is too much of a "Black Box" with no reconciliation report offered.  It's scary to me.

 

The change in support options this week is horrendous.  I feel your pain

Jovychris_A
QuickBooks Team

Online payments are at times not automatically applied to the invoices.

Thanks for posting to the Community, @sicambrian and @RangerZ.

 

Online payment should automatically mark the invoices as paid once it is applied.

 

Since you're getting the payment notifications while the online payments didn't apply the actual customer invoices, I'd recommend reaching to Merchant Services Support through this link: Merchant Services Support.

 

There they have tools to verify and check if these deposits already hit your actual bank. You can also review with them if there are changes in the system.

 

If you're brand new to QuickBooks Payments, your ACH payments will take a bit longer during your first month. You'll get your payments within 5 days for the first 1 to 4 weeks while we set everything up. We'll send you an email once everything is set up to let you know your payments will process at the normal speed @RangerZ. You can check this article for more info: Find out when QuickBooks Payments deposits customer payments.

 

I also encourage you to review some of our commonly asked payment questions through this article: QuickBooks Payments FAQ. You'll see all the topics to look up when need help about QuickBooks Payments.

 

You're always welcome to post here anytime you have other concerns. I'd be happy to work with you. Have a great day, and take care!

View solution in original post

sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

Thanks. It seems to only be customers that use Apple Pay.

I did check the merchant center and could see that the payments in question were pending or funded. I'll reach out to them. 

 

Cheers,

Christiane

sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

Thank you.

I just noticed that it is happening to customers who use Apple Pay. The other payment methods are applying to the invoices. 

 

Cheers,

Christiane

sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

From Merchant Center Support:

We actually have an open investigation regarding the Apple Pay transactions not posting to the associated invoice. Do you have your company id number and I can attach the company to the investigation and you will get an email once it resolved. For now, we can go into the invoice and manually mark the invoice as paid.

sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

From Merchant Center Support:

We actually have an open investigation regarding the Apple Pay transactions not posting to the associated invoice. Do you have your company id number and I can attach the company to the investigation and you will get an email once it resolved. For now, we can go into the invoice and manually mark the invoice as paid.

 

 

Thank you for your help. The support chat I was on yesterday kept sending me a link for Merchant Services but it didn't work. When I clicked on your link I noticed the "Are you a robot" box which the other link did not have. So thank you!!!

ricardo-bartlett
Level 1

Online payments are at times not automatically applied to the invoices.

We have had 2 Apple pay transactions and neither one applied to the invoice.  The first one notified me that payment had been received but no matching to the invoice, even though they paid online.  The second time was the same, apple pay, no notification that customer paid.  When I search deposits the payment made by the customer is shown but it did not match to their invoice.  Why would it not match when we are sending the customer the actual invoice to be paid and they are paying online?  The second time it happen, I got notified by the customer that they had received a late payment notice from QB which I set up to remind customer if they are late paying.  This customer received a reminder notice but they had already paid, they wanted to know what happened.  This is embarrassing as now I have to reply to the customer on why payment was requested again when it had already been paid. So far, APPLE PAY transactions seem to be a problem, please advise and help, thanks

MaryJoyD
QuickBooks Team

Online payments are at times not automatically applied to the invoices.

Let me provide some information about Apple pay transactions, @ricardo-bartlett.

 

After sending an invoice to the customer, you should receive an email confirming the payment. Then, the invoice will be marked as paid within QuickBooks. Usually, the amount will be deposited in your account on the next business day.

 

Since you're unable to receive the email and the invoice was not automatically marked as paid, I suggest reaching out our Payments Support team. 

 

Their tools can check your account in a secure environment and identify what's causing this issue and help you resolve it. You can get their number through this article: Contact Payments Support.

 

You can also check this article to know more about Apple Pay: Frequently asked questions about Apple Pay and QuickBooks.

 

If I can be of assistance, please do not hesitate to let me know in the Reply section below. Keep safe!

sicambrian
Level 2

Online payments are at times not automatically applied to the invoices.

On Edit: I see you are replying to someone else. Please disregard my response. 

 

Thank you MaryJoyD!

I have already received a response and posted about it the same day. Maybe I posted incorrectly.

I was and still am receiving the email notifications about the payments but Merchant Support verified they knew of the problem that Apple Pay payments were not automatically applying to invoices in Quickbooks Online. Until it is resolved I am manually applying the payments. 

 

Cheers,

Christiane

christine21
Level 1

Online payments are at times not automatically applied to the invoices.

I’ve also noticed it’s just with my ApplePay customers. 

ZackE
QuickBooks Team

Online payments are at times not automatically applied to the invoices.

Hey there, christine21.
 

Intuit currently has an investigation (INV-49461) about problems with Apply Pay transactions not applying to their corresponding invoices in QuickBooks Online. I'm happy to inform yourself and others that there was an update to this on August 18th, the problem has now been solved.
 

A fix was applied to prevent these issues from occurring in the future. What you'll have to do with your affected records is manually apply each payment to its appropriate invoice.
 

Here's how:
1. Use your + New button, then the Receive Payment option.
2. Choose a customer using the Customer drop-down menu.3. In the Outstanding Transactions section, pick each relevant transaction.4. Enter the payment method.
5. Choose which bank account to deposit funds into with the Deposit to drop-down menu.
6. Input any other necessary details (Payment date, Reference no., Memo, etc.).
7. Select Save and close.


I've included a few resources below which might come in handy moving forward:


If you have any questions, I'm just a post away. Have an awesome day!

Family School
Level 1

Online payments are at times not automatically applied to the invoices.

I dislike the auto apply feature too.  How can I turn it off so that I can manually apply payments to invoices?

 

ShiellaGraceA
QuickBooks Team

Online payments are at times not automatically applied to the invoices.

Thanks for joining here today, @Family School.

 

I'll share the steps on how you can turn off the auto-apply payment feature. Let's go to your account and settings to see it.

 

Here's how:

  1. Go to the Gear icon at the top.
  2. Select Account and settings. Then, choose the Advanced tab.
  3. Tick Pencil icon in the Automation section.
  4. Switch off the Automatically apply credits button.
  5. Click Save and then Done. See the attached image below.

 

For more information about this feature, check out this guide: Create and apply credit notes or delayed credits in QuickBooks Online.

 

If you need help with other customer tasks, click this link to go to our general topics with articles.

 

Let me know if you still have questions or concerns. Just drop them in the reply section below and I'll be glad to answer them for you. Take care.

ELYINC
Level 2

Online payments are at times not automatically applied to the invoices.

QB Payment quite often are designated as undeposited funds. This creates a lot of issues if not caught right away.

The lag in payment does to discontinue - lag of payment can take up to 2-3 weeks.

 

Keep an eye out, not sure what QB is doing with the money during this period but VENMO is a better solution all around an less expensive

 

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