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Mega AK
Level 2

QB 2021 for mac payments not linking to my account

When I sign in to connect to payments, there is an error.  This makes it impossible to email invoices to my customers that include a payment option.  I am running Mac OS V. 11.0.1 Big Sur, QuickBooks Desktop Mac 2021 V20.0.2 R3.  I have a merchant account.  Please help!

74 Comments
Pabz_L
QuickBooks Team

QB 2021 for mac payments not linking to my account

Hello there, @Mega AK.

 

If you encounter this error communicating with the QuickBooks Payment Service while sending an invoice to a customer, don’t worry. It can be fixed by updating QuickBooks Desktop for Mac to the latest release to grant security permissions so you can email invoices in QuickBooks. 

 

If you got the same result, you use the steps below as a workaround for this unexpected behavior when linking an account to QuickBooks. 

 

To start, let's make sure to create a backup copy of your company file. Then, follow these steps below.

 

1. Uninstall QuickBooks 2020 then reinstall QuickBooks 2020 R4 using this download link https://tinyurl.com/yx8ado2k and send an email and grant QuickBooks access to use mail.

2. Go to System Preferences, then choose Security and Privacy and select Automation on the left.

3. Under QuickBooks 2020, check Mail. Then, close Preferences on QuickBooks 2020, then re-update to R5 through Quickbooks.

4. Go to Check for QuickBooks Updates.

 

If you are still experiencing this issue, refer to this article: Fix a Scripting Permission Problem when you email an invoice.

 

Don't hesitate to tag my name in the comment section below if you have other concerns or questions. I'm always ready to help.

Mega AK
Level 2

QB 2021 for mac payments not linking to my account

Thanks for the assistance, but unfortunately it didn't change anything.  I am able to use the rest of the program, but unable to send an email with the "pay now" link.  When I click on the Accept Credit Cards icon in the invoices window it prompts me to sign up or sign in.  Upon signing in I get an error when linking to quickbooks company file.  It says: There was an error communicating with the QuickBooks Payments Service. Please try again later.  I have reinstalled QB 2021Desktop for Mac, updated, checked the system preferences, and updated to the latest version.  I have also spent the better part of two days messaging back and forth with QB Support.  So far no luck.  Please let me know if you can help.  The reason I purchased this new version was to use this feature in particular. Thanks!

Rasa-LilaM
QuickBooks Team

QB 2021 for mac payments not linking to my account

Thanks for coming back to the Community, Mega AK.


This isn’t the kind of experience I want for you when using the Payments feature.


There have been reports from other customers getting the same error when enabling the ACH/ credit card payment for E-invoice in QB for Mac (INV-48693). Alternatively, process credit card payments inside your QuickBooks for Mac company file.


Here’s how:

 

  1. Go to the Customers menu and pick Receive Payment to apply the payment to an invoice.
  2. Enter the customer and transaction information.
  3. Then, select the credit card Payment Method (Pmt. Method).
  4. Hit OK, Charge, or Save to process the transaction.
  5. If you select Visa, MC, AMEX, or Discover, type the credit card info in the displayed window and press the Process option.

For more information, see the following guide: Process a credit card payment in QuickBooks Desktop for Mac.

 

I want to make sure you’re in the loop about the progress of the investigation. That said, I recommend you reach out to our Payments Support Team. They can help you sign up to the notification list of affected users. You’ll also receive email updates once more information is available. Let me share this article to view the support details: Contact Payments or Point of Sale.

 

Additionally, this guide contains resources to get acclimated to the tasks you can do using the Payments feature: Get started.


I appreciate your patience while we’re working on this. Feel free to visit the Community again for any QuickBooks concerns. I’ll be around to assist further.

cbogan
Level 1

QB 2021 for mac payments not linking to my account

This is absolutely ridiculous. I just paid over 300$ for the desktop version of this software and cant even save my first invoice. I have already signed up for the payment service and done everything that qb has prompted me to do. I am trying to save my invoice and it prompts me to sign in etc. then says error connecting to qb payment service. WTF?

cbogan
Level 1

QB 2021 for mac payments not linking to my account

This is absolutely ridiculous. I just paid over 300$ for the desktop version and cant even save an invoice. I have the most recent version of both operating system as well as most recent version of qb. I have signed in and done everything when prompted by qb. When I go to save my first invoice, it prompts me to sign in, then says error connecting to qb payment service. I cant even save an invoice!!! WTF?

MirriamM
Moderator

QB 2021 for mac payments not linking to my account

This isn't the kind of experienced I want you to have, @cbogan.

 

This issue has already been reported to our engineers (INV-48693). And they’re working hard to investigate the cause and come up with a solution as soon as possible. While they do, I recommend reaching out to our Customer Care Team, so you'll be added to the list affected users. 

 

To reach them, click this link for details:  Contact Payments or Point of Sale.

 

If you have additional assistance while managing your QuickBooks account, let me know. I'll be around to provide further assistance. Have a nice day.

 

Bruski
Level 1

QB 2021 for mac payments not linking to my account

I'm having the exact same issue. All was working fine, but suddenly if I try to save an invoice with online payments I get the same communication error. The same happens if I open the Record Merchant Service Deposits window. I have spent two days in "chats" with QB support. I get passed from one to another to another. And each time the new one has no info on why I was passed, and the previous passed without giving any notice. So I have to start all over with the new one to get passed again. Without a single hint of any solution and 2 hours of my time, I finally gave up and hung it up. This is clearly an issue introduced by Big Sur with QB 2021 Mac. I suspect everyone is dead in the water with it, but how many are actually going to go through all the trouble of getting zero support and keep on to this point. The answer: Few.

Mega AK
Level 2

QB 2021 for mac payments not linking to my account

I haven't received any follow up advice or solutions.  It has been a huge waste of my time and resources.  After spending nearly three days trying to get it working thru chats and phone calls, I've given up... for now.

MaryLandT
QuickBooks Team

QB 2021 for mac payments not linking to my account

I don't want you to feel that way, Mega AK.

 

I know how important it is to connect your QuickBooks Payment account so customers can pay their invoices online. While our Product Team is still investigating this issue, you can process ACH on the Merchant Center through the Processing Tools, then Accept an E-Check.

 

On the other hand, we can add your account to the investigation (INV-48693) so you'll receive updates via email once we found a fix.

 

If you don't want to chat or contact our Live Support Team, we can update this post once the issue is fixed.

 

I appreciate your patience while we look into this issue.

Bruski
Level 1

QB 2021 for mac payments not linking to my account

Please let us know a timeline if possible. A patch was released yesterday to QB 2021 where I can now create items but the Merchant connection is still totally broken. Surely this is a universal bug effecting 100% of customers. And be sure less than 1% of customers are going to go through the hell of calling or communicating with any tech support service. It's massive wasted time to be told wait for the bug fix.

RCV
QuickBooks Team
QuickBooks Team

QB 2021 for mac payments not linking to my account

Thanks for bringing this one to our attention. This is not the impression we want you to experience, Bruski.

 

There isn't a specific time frame of when on when the " Error when Enabling ACH e-invoice option Quickbooks MAC 2020" will be resolved. Rest assured our engineers are working together to permanently fix this one. To get updated on the (INV-48693), I'd suggest contacting our Customer Support Team. They'll add you to the list of affected users and send you an email notification once there's an update on this one. Here's how to reach them: 

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact
  2. Select QuickBooks Mac Desktop.
  3. Choose a topic.
  4. Scroll down to the bottom section and click Start a Message.

Feel free to visit our QuickBooks Payments page for more insights about managing your Merchant accounts. 

 

I'm just one post away if you need anything else in QucikBooks for Mac. I'll be here to ensure your success. Take care always.

RCN Office Manager
Level 1

QB 2021 for mac payments not linking to my account

That's not the issue! How can the client pay their bill online without contacting us?

MariaSoledadG
QuickBooks Team

QB 2021 for mac payments not linking to my account

Let me provide you information about processing the payment online, RCN Office Manager.

 

Since our Merchants Services cannot enable ACH or Credit Card payment option for e-invoice in Quickbooks, it's recommended to contact our support team so they will know those who were impacted by the issue. This way, they'll be able to add you to the affected list of users. 

 

After you will be added, you'll receive an update once the issue is fixed. In the meantime, you can follow the workaround mentioned by @MaryLandT on this thread. You can process ACH on the Merchant Center through the Processing Tools, then Accept an E-Check.

 

For reference, you'll want to add and match transactions in QuickBooks Desktop for Mac once the issue is already resolved.

 

Fill me in if there's anything else you need about processing payment. I'll always make sure to get back.

kschneider
Level 1

QB 2021 for mac payments not linking to my account

I just set-up my quickbooks payments today. I just received my email and am trying to link quickbook payments. When I go to log in I receive the follow error - 

There was an error communicating with the QuickBooks Payments Service.  Please try again later.

I have closed down QBD for Mac, restarted and tried again and it still isn't working. 

Will this affect my ability to send invoices and to receive payment?

Thanks!

Maybelle_S
QuickBooks Team

QB 2021 for mac payments not linking to my account

Hello there, @kschneider.

 

This has already been reported. Rest assured, our engineers are doing everything possible to get this feature up and working again as soon as possible.

 

I'd recommend contacting our Merchant Services Team to get you added to the list of affected users. This way, you'll receive updates via email as progress is made towards a solution.

 

Please use this link to reach out and provide this case INV-48693Contact Payments Support.

 

Otherwise, you can process credit card payments inside your QuickBooks for Mac company file. I'll guide you how:

 

  1. Go to the Customers menu.
  2. Choose Receive Payment to apply the payments to an invoice.
  3. Enter the customer and transaction information.
  4.  Select the credit card Payment Method (Pmt. Method).
  5. Click OKCharge, or Save to process the transaction.
  6. If you select Visa, MC, AMEX, or Discover, type the credit card info in the displayed window and press the Process option.

You can also check this link for more information: Process a credit card payment in QuickBooks Desktop for Mac.

 

Additionally, you can visit our page here if you need help with other QuickBooks for Mac tasks and look for responses that fit your concern.

 

Keep me posted if you have other questions. I'm always here to help. Take care!

jdearth
Level 1

QB 2021 for mac payments not linking to my account

Same here. Hours upon hours upon hours spent trying to fix it, no one in the chat seems to know anything. I'm just getting passed around and around. It's the most frustrating experience - not to mention all the money I've spent on the new software (just for this purpose) and all my wasted time. 

 

I am using Catalina, 10.15.7, so I don't believe the issue is Big Sur FYI

IamjuViel
QuickBooks Team

QB 2021 for mac payments not linking to my account

Hello, @jdearth.

 

I understand the impact of any delay in resolving this on-going issue with payment processing. Currently, our product engineers are still working on an investigation to determine the root cause as to why you're unable to connect your payments account with QuickBooks Mac. 

 

In the meantime, you can process  ACH payments by accessing your payments account directly in the Merchants Center. 

 

Also, you can follow the steps shared by my colleague, @Maybelle_S in this thread when processing credit card payments.

 

Lastly, I'd recommend contacting our Technical Support team so you'd be added to the affected users' list. Just provide your full name, updated email address, and this investigation number: INV-48693. Rest assured, once updates are available you'd receive an email notification.

  1. Go to: Contact Payments.
  2. Hover to QuickBooks Payments.
  3. Choose how you'd like to contact us:

I appreciate your patience while we’re working on this. Keep us posted if you have any QuickBooks concerns. I’ll be around to assist further.

jdearth
Level 1

QB 2021 for mac payments not linking to my account

This is a worthless solution as I want to accept electronic payment automatically, not have customers call me when we're both available and manually input the data. 

 

I have followed all the steps outlined to add myself to the ticket. As an aside, though I spent hours on chat previously indicating these issues EXACTLY, no one added me to the issue nor even created a case until I found this thread and requested to be added. 

jenhenrussell22
Level 1

QB 2021 for mac payments not linking to my account

im using Catalina as well and getting same issue.  yesterday I was told my QB customer service to update my software to QB for Mac 2021 and that would solve the problem.  still have the same issue and error message " there was an error communicating with the QuickBooks payments service. please try again later"

Rubielyn_J
QuickBooks Team

QB 2021 for mac payments not linking to my account

This isn't the kind of experience I want for you after updating your software and processing the payment, @jenhenrussell22.

 

As mentioned by my colleagues above, this has been reported as an ongoing issue. Our Product Engineers are diligently working to get it fixed as soon as possible.

 

In the meantime, you may consider processing your ACH payments in the Merchant Center. Please check the screenshot provided by @IamjuViel to serve as your reference. 

 

While we don't have a firm timeline as to when this investigation will be resolved, I encourage you to contact our Phone Support team so they can add your company details to the list of affected users. This way, we can immediately notify you once the issue has been fixed and provide you the resolution.

 

Here's how: 

  1. Sign in to your QuickBooks Online account.
  2. Go to the Help (?) menu at the top right.
  3. Enter INV-48693 in the box, and then choose Let's talk.
  4. Click Contact Us to connect with a live support agent.
  5. Choose Start a chat or Get a callback to connect with us.

 

Additionally, you may also check these links to learn more about QuickBooks payments: 

Thanks for your understanding and patience while we look into this. Don't hesitate to leave a comment below if you have other QuickBooks concerns. Have a wonderful Friday ahead.

NGarab
Level 1

QB 2021 for mac payments not linking to my account

This is ridiculous! I recently switched from QB online to QB Desktop for Mac so I can manage all of my companies on one platform vs paying individually for QB online. It has been a nightmare to switch over! This seems to be my last hurdle and after researching like crazy, I see MONTHS later there still isn't a fix. They need to stop saying their engineers are working on it and just get it fixed already. I process a ton of money through QB payments monthly, so to not have this feature is pointless. And the workaround is bs too. Some of my clients pay via credit card. They are busy business owners who are not going to call me so I can process a check. I am literally about to cancel my QB all together and find another bookkeeping system. How are you doing with the issue?

WetDogKnife
Level 2

QB 2021 for mac payments not linking to my account

Screen Shot 2021-02-14 at 2.02.06 PM.png

"There was an error communicating with Quickbooks Payments Service. Please try again later." This is the message 
I keep getting when I try to link my merchant services account. I am running a brand new MacBook Air with Mac OS Catalina 10.15.7. Everything seems to be working just fine, except for this. This is clearly an issue on Quickbooks/Intuit side of things. Please try to promptly fix this issue so we can use your product as it was intended. Please share any updates on resolving this issue. Thanks. -WDK

WetDogKnife
Level 2

QB 2021 for mac payments not linking to my account

Screen Shot 2021-02-14 at 2.02.06 PM.png How do we fix this issue? 

ChristieAnn
QuickBooks Team

QB 2021 for mac payments not linking to my account

Welcome back to QuickBooks Community, WetDogKnife. I'll share information about getting an error message when trying to link a merchant services account. I also appreciate you for providing screenshots and detailed information about your concern.

 

As shared above by my colleagues, the error "There was an error communicating with Quickbooks Payments Service. Please try again later" is still tagged as an ongoing issue. We are unable to provide a specific time frame as to when this will be fixed. To ensure you're able to receive an update through email once this has been resolved, I suggest contacting our QuickBooks Desktop Support Team. They can add you to our notification list and will help our engineers determine the number of affected users. To get in touch with our Support, you can follow the steps provided by Rubielyn_J.

 

For now, you can process ACH payments by accessing your payments account directly in the Merchants Center as a workaround. Please review the screenshot provided by my peer IamjuViel as your reference.

 

Please refer to this article to see steps on how you can find entries for any six-month period for the last 12 months using your Online Service Center: Search for transactions in the Merchant Service Center.

 

I'm just one post away if you need anything else in QuickBooks for Mac. I'll be here to ensure your success. Take care always.

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