Payment rejected. I don't know why

I've got your back, @ChristianCr. Let's ensure you can accept your customer's payments via credit card.

Sometimes, the customer's credit cards you process don't go through. It can be due to issues like authorization problems or missing info.

If you manually enter the credit card information, you'll want to check for common issues that may cause rejected customer payments. These include authorization problems or missing information.

• Ensure the credit card number and verification code often found on the card's back are accurate. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
• In addition to the credit card number, you need to enter a verification code. It's the 3-digit code on the back of the card for most cards, like Visa, Mastercard, and Discover cards. For American Express, it's the 4-digit code on the front of the card.
• Ensure that there are no special characters or spaces in the credit card number or other data fields.
• Use the customer's address from the US USPS website.

If your customer utilizes special commercial codes for credit cards, update your industry type from the Merchant Service Center. It allows you to process codes.

Here's how:

1. Sign in to the Merchant Service Center. Click the Account-Account Profile from the homepage.
2. Click Edit in the Account Holder/Business Information section.
3. Type in the last four digits of your business Tax ID number or SSN and pick Submit.
4. Choose and change your Industry Type.
5. Select a Reason for this account change. Then, click Submit.

For more tips and steps, see this article for detailed information: Fix customer's declined credit card payments.

If you have issues with customers' ACH payments, this resource can help: Fix rejected ACH payments or fees in QuickBooks Payments.

The Community space is still open if you have questions about processing payments. We'll be here to help. Take care always.

The client paid me without problems yesterday but today the payment failed, he told me that he checked 3 times the data and they are correct, in fact, we tried with an invoice and with the payment link to see if there was any problem. Both times it failed. Is there any place from my merchant where I can see the reason for the failure?

I was able to see at the merchant service center the reason "Voided by Intuit due to Risk Check" what he can do to fix this?

Hello there, ChristianCr. Let me share details about your customer payment concern.

The Voided by Intuit due to Risk Check error can be encountered when your client enters different details when putting their credit card information, such as an incorrect bank account.

Therefore, I highly suggest contacting our Merchant service center through a chat. This way, the failed transactions will be thoroughly checked by our QuickBooks Support. They can access our system and offer guidance to resolve this matter.

Please know that Community is a public forum, and we cannot access our user's information. You can follow the steps provided below to reach them:

1. Sign in to your QBO account.
2. Click on Help (?) at the upper right corner of your screen.
3. Tap on Search, then select Contact Us.
4. Click on Ask about something else at the bottom, then type in Voided by Intuit due to Risk check.
5. Click on the Chat tab to start a chat with our support.

Please note their availability on weekdays between 6 a.m and 6 p.m following Pacific Time.

Additionally, you can utilize this article to help manage your customer payments: Void or refund customer payments in QuickBooks Online.

Let me know if there's anything else we can help you with your customer's payments, Christian. I'll be here to help. Keep safe!

The problem is that when I go to “? Help” a Tab opens with the AI Bot (QB assistant), and when I write that I want to talk to an agent it always asks me for my name, email address and phone number, finally it tells me that someone is going to call me and gives me a claim number. It doesn't show search, or anything similar, it just opens the AI bot.

To make matters worse, I tried to charge my customer's card directly from the invoice and now I get the attached message.
When I click on “contact us” it sends me here https://quickbooks.intuit.com/learn-support/en-us
I click again on “contact us” and it redirects me to a page that finally goes to my QB account but I get the message.

“We're sorry, we can't find the page you requested.
You may have incorrectly typed the address (URL) or clicked on an outdated link.”

I tried with 2 different browsers from 2 different computers and I keep getting the same thing.
It is a nightmare.

The page I end up on after the redirect is https://qbo.intuit.com/app/qboHelp?cid=oopcu-redirect

I finally ended on where you incorrectly told me where to do it:

https://quickbooks.intuit.com/learn-support/en-us/help-article/mobile-apps/contact-payments-point-sa...

I clicked in Merchant Service Center. which sent me to 

https://merchantcenter.intuit.com/msc/portal/login?_ga=2.[removed].1917943232.1726605328-2054381426....

And I'm in an endless loop login over and over again. This whole system is horrible.

Can't you send me a link to a chat page???

I tried to call the number given in the error message (800) but I have hearing impairment and there is no option in Spanish.

I appreciate what you've done so far, ChristianCr. Let’s do some basic troubleshooting steps to determine why you’re having trouble contacting us in QuickBooks Online (QBO).

Since you've always ended to a different page, I recommend contacting our Support Team for assistance again. A representative can securely review your concern for further assistance.

Here's how:

1. Log in to your QBO account.
2. Go to the Help (?) menu.
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still choose to Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with support.

Please know that our support hours availability for Plus, Essentials, and Simple Start are Monday-Friday, 6 AM to 6 PM PT, and Saturday, 6 AM to 3 PM PT Advanced, any time, any day.

For a better browsing experience, I suggest starting by clearing the cache. The cache stores frequently used data to speed up web page loading. However, when it becomes overloaded, it can lead to viewing and performance issues. Clearing the cache will help remove any obstacles that might be preventing the employee's profile from loading properly. Additionally, you can try using other supported browsers as an alternative

Furthermore, you can visit this article to learn how to manage your customer's payments: When to void or refund a transaction.

We're here to help you sort out reaching our support team. Feel free to return to this thread anytime if you have more updates and queries.

I told you before, there is NO SEARCH, when I click on Help only the AI Bot window opens, there is no Search. Also, as I told you before, I tried it on 2 different computers and with 2 different browsers.

I attach a screenshot.

There is no email address where I can contact you? it seems unbelievable that it is so difficult to get support. You need support to get support, it's unbelievable.

I appreciate the efforts you've made and the screenshot you've provided, @ChristianCr. Let me share additional assistance about how to contact our support team.

If you're using QuickBooks Online (QBO) Plus, Essentials, or Simple Start, please note that customer support for these products is available from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT. Advanced users will be at any time, any day.

On the other hand, if you still can't contact the support team through QBO during their operation hours, let's access the chat link instead: Chat Support.

For future reference, you can check out this article to learn how to record customer payments once they plan to pay you: Record invoice payments in QBO.

I'll be happy to lend a hand if you need further assistance contacting our support team or any other QuickBooks concerns. Take care.