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Level 1

Online payments are not attaching to customer records

I am new to QB online payments.  I've sent out my first invoices offering my customers to pay online and many have paid that way.  I've received the funds from Merchant Services with no problem.  In merchant service deposit settings, "Auto match and record is turned on" is selected.  However,  when I try to "add payment" I receive the following message:  "A payment you're trying to download can't be matched or recorded. Please record your merchant payments manually."


I manually record the payments and then dismiss them.  At that time, the service fees are automatically recorded as they should be.


What do I need to do to make the payment transactions automatically record to my customer accounts?


Online payments are not attaching to customer records

Thanks for coming here today, SHill1.


I can help fix the error you get when adding a payment to customer records. Before that, let me lay down the reasons why you're getting the error:


  • The invoice is already partially or fully paid in QuickBooks.
  • The invoice you are attempting to modify is on or before the closing date.
  • There is a damaged payment method in QuickBooks.
  • There is a damaged Check payment method in QuickBooks.
  • Issues with Account Receivables.

In your case, manually recording the payments causes the error. To fix this, please follow the instructions below:


  1. Locate first the invoice payment that causes the error.
  2. Then, you can void the payments against the invoice so the full balance is due.
  3. Once done, please close and re-open Merchant Service Deposits.

  4. The payment will now record.

Moving forward, manually apply payments to emailed invoices if the customer paid online is not advisable. The payment will show up ready to record in Merchant Service Deposits after a couple of days.


Read through this article for complete instruction for a resolution to each of the following causes mentioned above: Error in Merchant Deposits "A payment you are trying to download can not be matched or recorded"


If you have other questions about QuickBooks Payments, you may want to visit this page to find answers: QuickBooks Payments FAQ.


Should you need additional assistance with this or anything about QuickBooks, please let me know. I'll be around for you. Take care.

Level 1

Online payments are not attaching to customer records

Thank you for your quick response.  I reviewed my payment methods list and corrected the default values per the table in the resolution article.  I did have several that weren't correct.  Also, I use two accounts receivable accounts.  One is the default account and the other, named "dues receivable", I set up years ago.  It is the dues receivable account I'm receiving payments for now.  I changed the receivable account on one of the invoices to the default account and the payment recorded automatically.  Yay!  Do you have any suggestions on how to make this work with two receivable accounts?

QuickBooks Team

Online payments are not attaching to customer records

Thank you for getting back to us, @SHill1.


In QuickBooks, the general recommendation is to maintain one Accounts Receivable (A/R) account to organize your books. The default A/R is the one that's created when you set up your company. You can merge your dues receivable account to the default one. This way, you're able to resolve the issue in recording all your payment transactions and recorded them automatically. Let me guide you how.

  1. Go to the Accountant menu.
  2. Choose Chart of Accounts.
  3. Locate and right-click the Dues Receivable account, then select Edit Account.
  4. Replace the Account Name field with Accounts Receivable.
  5. Select Save & Close.
  6. Click Yes to confirm.


I've attached screenshots below for your reference.


You can learn more about this process through this article: Merchant Deposits (Account Receivable issues section). It carefully explains the resolution for each merchant deposit issue in QuickBooks Desktop (QBDT).


I'm also adding this article to further guide you in managing your Payments account and sales transactions: QuickBooks Payments FAQ. It provides answers to the most frequently asked questions about payment topics.


Please know that you're always welcome to comment below if you have other concerns or follow-up inquiries about monitoring your invoices and payment transactions in QBDT. I'm just around to help. Take care.

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