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Moderator

QuickBooks GoPayment Update

***Please review the GoPayment Migration Update and FAQ article for more current information.


We’ve updated our GoPayment app with a new look and better experience.

 

Here is what you need to know:

  • Once you upgrade, all transactions will automatically sync to your QuickBooks Online account. Less work for you and smoother bookkeeping.
  • After this update, you'll no longer need to manually sync transactions starting June 30th, 2019. (Not sure if you’ve been manually syncing? Learn more.)
  • If you want to keep syncing transactions between QuickBooks Online and GoPayment, you’ll need to update to the new version of GoPayment and confirm the switch by June 30th, 2019.

If you received an email about the update it means you’re eligible to try it out.

 

FAQ:

 

Q: How do I get the update?
A: You’ll need to have GoPayment version 10.3 or later. When you sign in there will be an invitation for you to try the new experience. You can migrate by going to:

 

Settings > Try the new experiencegopaymentupdate image01.png

 

Once you’re in the new experience, you can easily confirm your switch from the dashboard:gopaymentupdate image02.png

 

Q: What if I do not see the ‘Try the new experience’ in my settings?
A: You must be signed into GoPayment as the primary admin to switch to the new experience.

 

Q: What will happen after June 30th, 2019?
A: You’ll still be able to take payments and send receipts from GoPayment. However if you want to sync those transactions with your QuickBooks Online account you’ll need to update to the new experience and confirm the switch.  Transactions processed under the old experience will need to be manually recorded in QuickBooks Online.

 

Q: Why should I install the update?
A: Your transactions will automatically sync with QuickBooks Online. With each new version you’ll notice regular improvements and added features, most recently:

Version 10.3:

  • Text sales receipts to your customers
  • Minor bug fixes and improvements

 

Q: When I update will I notice anything different?
A: Yes, our app has a new look. Plus we’ve added new features for an even better payments experience.

 

Q: Why is GoPayment being updated?
A: Our aim is to improve the app so that making sales, processing payments and managing transactions is as effortless as possible. If you update and continue to update the app you’ll notice regular improvements and added features.

 

Q: Can I switch back to the old version of GoPayment?
A: Yes, you can switch back to the old version of GoPayment from your settings. However if you want to continue syncing transactions between GoPayment and QuickBooks Online, you’ll need to update to the new version and opt in to the new experience by June 30th, 2019.

 

If you have more questions, please post them in the comments below. We’re here to help!gopaymentlogo.png

 

95 Comments
Community Explorer **

Re: QuickBooks GoPayment Update

Hi Amy,

 

I did not got the invitation at sign in? I'm using an iOS device. Any suggestions on how to the invitation? 

 

Thank you!

Moderator

Re: QuickBooks GoPayment Update

Thanks for visiting us here in the Community, Spartanian.

 

The invitation email about the GoPayment update was sent to a number of users. Don't worry if you haven't receive the invitation as it should be available soon. We hope you'll enjoy this feature when it arrives.

 

You can also contact our Merchant Services Team. They can check your account in a secure environment and review if you're eligible to try the new look of the GoPayment app. Their contact information can be found in this link: QuickBooks Merchant Services.

 

In the meantime check out this article about manually syncing GoPayment into QuickBooks Online: Record GoPayment transactions.

 

This should answer your concern for today.

 

Please post here in the Community if you have follow-up questions. I'm always here to help. Best regards.

Moderator

Re: QuickBooks GoPayment Update

Hi @Spartanian ,

 

Thank you for reaching out.  I wanted to add that we looked into your account and the reason you did not receive a notice is because you will not be affected by this change which is occuring over the next couple of months.  This update will eventually be rolled out to everyone but it is being done in stages. Once it's time for you to update, you will be notified.

 

Thank you,

Amy

Community Explorer **

Re: QuickBooks GoPayment Update

Hi Amy,

 

Thank you for all your info about this. Although is there a way to reset the GoPayment app? I'm having trouble syncing the items correctly.  I have deleted the items from within the app and I have uncheck all items from mobile sync on Quicbooks point of sale, so it wont sync. Still they are being downloaded back to the app. It seem that does not matter what I do, the app is downloading the items as I did on the initial set up. Although I have made changes and choose different items to sync and other not to, but  those items are not being synced to the app. Any suggestions? 

 

Thank you!

Moderator

Re: QuickBooks GoPayment Update

Hi there, @Spartanian.

 

I'm here to share some troubleshooting steps to sync specific inventory items to your mobile device properly.

 

Before doing so, you must be logged into GoPayment or QuickBooks Online mobile app as an administrator to access the account settings. After that, let's make sure the GoPayment application is installed on a supported device to ensure it is compatible with your setup. Doing so will help avoid problems when using it.

 

Next, let's check if this unexpected behavior is caused by the browser cache on the device. Sometimes, stored data can cause some odd errors and simply needs to be cleared from the browser. 

 

Please refer to the steps below based on the device you're using:

  • Apple devices:  Go to Settings>Safari and select Clear History and Clear Cookies and Data.
  • Android Devices:  Open the Internet Browser.  Select Menu >Settings > Privacy & security > Clear cache, and select to Clear history and Clear all cookie data

Once done, try to resync specific inventory items to your phone or tablet. If you get the same result, please try additional solutions outlined in this article. You can proceed directly to step 3: I'm having trouble using GoPayment.

 

I'm also adding some links for additional reference: 

Don't hesitate to get back to me if you have additional questions about GoPayments in QBO. I'll be around to help.

Community Explorer **

Re: QuickBooks GoPayment Update

Done all that trouble shooting you mention. Clear the cache many times, even reset  my iPhone to factory settings. Still the GoPayment app is downloading the wrong items. I unchecked all items from mobile sync. Still they are being  downloaded to the app. 

Thank you! 

 

 

Moderator

Re: QuickBooks GoPayment Update

Hello again,Spartanian,

 

I appreciate you getting back to the Community and validating the results.

 

This time, let me guide you to the right support to get this resolved. I'd recommend contacting our QuickBooks Merchant Support Team. They have the tools to pull up your account and provide further details about the QuickBooks GoPayment Update.

 

To contact us, you can check this link: https://community.intuit.com/browse/payments-contact-us.

 

Feel free to visit the Community again if there's anything else you need help with, I'm always here to answer it for you.

Established Member

QB Desktop syncing with GoPayments

we just updated to the latest update of the Quickbooks Desktop POS.  Now, it will not sync with GoPayments, and the sync log says, "An error occurred while syncing receipts"... with a receipt number after it.  What's going on??  This is a pic of my QB software version.20190525_194914.jpg

Community Explorer **

Re: QB Desktop syncing with GoPayments

There is a problem with the GoPayment and Quickbooks not syncing. It's something affecting everyone, but quickbooks is not solving the problem yet. Not even the support team knows what to do. I still have the same problem, I had done all trouble shooting I get hands on and not success. Please contact quickbooks support and lets hope they fix this mess soon. 

 

Let me know if you find a solutions, I'll keep you post if I find it first. 

 

Thank you!

Moderator

Re: QuickBooks GoPayment Update

Hi there, cinnamon11 and Spartanian.

 

Thanks for joining this thread and providing details about your concern.

 

We’ve received notifications from customers experiencing the same thing, and our engineers are already working for a fix

 

As a confirmation, the INV-19571 was created for further study of the missing transactions after syncing the GoPayments account with POS. While this is under investigation, I encourage you to give us a call so you'll be added to the list of affected users.

 

As soon as there are updates available, you'll be notified via email. Calling us will also help gather information relevant in conducting a resolution.

 

I'll be sure to update this thread too if I receive news about the investigation. 

 

Keep me posted on how the call went. I'm always here to help you if more have other questions. Thanks for your patience and understanding. 

Established Member

Re: QuickBooks GoPayment Update

How do you make the new go payment app record payments as receive payment and not generate a sales receipt. Mine is generating sales receipts. This is. It helpful, as I am matching credit card payments to invoices. 

QuickBooks Team

Re: QuickBooks GoPayment Update

Hello @Elainevet,

 

When recording your customer's payments through the merchant services, it'll automatically be downloaded as a Sales Receipt transaction to QuickBooks Online.

 

With this, I'd recommend contacting our Merchant Services Team. They can pull up and look into your account in a secure environment and explain the components of how you can record your customer's payment.

 

To contact our dedicated support, you can check out this article for their phone numbers: Which Payments Product Do You Need Help With?

 

Lastly, here's an article you can read for your future reference: QuickBooks Merchant Services or QuickBooks Online Support - Who Should I Contact for Help?

 

Please let me know in the comment section below if you have any other questions. I'll be always around to help.

Established Member

Re: QuickBooks GoPayment Update

I have called merchant services twice regarding this problem. They have told me they can’t help me and have sent me over to quick books online help. The quick books online help have told me I need to contact merchant services. I have spent hours on the phone going back and forth. Neither party seems willing or able to help me. The old version of the go payment app allowed me to import credit card payments just as payments. Perhaps I need to find another vendor to process my credit cards?

Established Member

Re: QuickBooks GoPayment Update

I have called merchant services twice regarding this problem. They have told me they can’t help me and have sent me over to quick books online help. The quick books online help have told me I need to contact merchant services. I have spent hours on the phone going back and forth. Neither party seems willing or able to help me. The old version of the go payment app allowed me to import credit card payments just as payments. Perhaps I need to find another vendor to process my credit cards?

QuickBooks Team

Re: QuickBooks GoPayment Update

Hi, Elainevet.

 

These might have been recurring transactions that’s why they’re recorded as sales receipt. If the customers made the payments directly from the invoice, this should be recorded as received payments.  


To verify, we’ll have to open your merchant services account which can only be done by the merchant services team. I know you’ve already reached them out but we would need to do it again. 


You can reach them directly through this link: https://community.intuit.com/products/quickbooks-payments-help-en-us


Please consider on visiting us again if you have other question or need anything else. 

Frequent Explorer **

Re: QuickBooks GoPayment Update

The new app features only let you do a full payment for the open balance of an invoice or a sales receipt. There is no way to do a partial payment for an open invoice which is how we mostly operate. 

If I don't move to the new features, the operations are not synced anymore to quickbooks, not even if I want do keep doing the manual sync? 

the new feature is not saving us any time at all and it's making it more difficult to make sure all the payments have been recorded. With the option to do the manual sync we could make sure everything was correctly input. 

Are you working on the possibility of having a partial payment option or at least keep the manual sync? 

QuickBooks Team

Re: QuickBooks GoPayment Update

I appreciate your time posting here in the Community, @fadsridgefield.

 

As of this time, there isn't an option for a partial payment for an open invoice in QuickBooks GoPayment. And also for the manual sync of payment from GoPayment to QuickBooks after the update.

 

This update is for a better experience for our customer like you using QuickBooks GoPayment. However, if you wanted to do the manual syncing of payments, you have the option to switch back to the old version of GoPayment to process the syncing.

 

Here's how:

 

  1. From your mobile device, open the GoPayment app.
  2. Sign in to your QuickBooks Payments Account.
  3. Open the menu and tap Settings.

From there, you have the option to switch the version of your QuickBooks GoPayment to an older version.

 

Also, I want to let you know that your voice matters and I'm submitting feedback on your behalf. For now, you can visit our blog site so you'll be able to get the latest news about QuickBooks and what our Product Care Team is working on. 

 

You can always get back into this post if you have more questions. I'll keep an eye out on your response.

Frequent Explorer **

Re: QuickBooks GoPayment Update

HI @Mark_R , we switched back to the previous version but still when we go to the gear icon and we do "Import GoPayment" in quickbooks online, the screen says that we have no payments to import (Which is incorrect as we have taken payments).

So instead of that we had to go an enter all the payments in the sales tab, instead of importing them manually and then doing the application. Your reply say that we could still do the manual sync but QB online is not doing the import. 

QuickBooks Team

Re: QuickBooks GoPayment Update

We appreciate you manually recording your GoPayments transactions, fadsridgefield.

 

The updated GoPayment app will automatically download the payments as a Sales Receipt into your Online account. If the transactions aren't showing in the Sales Transactions page, it would be best to contact our Merchant Services Team. They'll investigate what's causing this issue.

 

You can go to this link to reach out to them: https://community.intuit.com/browse/payments-contact-us.

 

You can always reply to this thread if you need anything else with GoPayments.

Frequent Explorer **

Re: QuickBooks GoPayment Update

It looks like we were not clear enough. We have been using gopayment for more than 1 year, our quickbooks account is connected to our mechant account and all the way until Friday the transactions were flowing to QB online when following the instructions from your reply. However since yesterday when we follow your instructions it says that there are no payments to import, when we have taken 4 payments on that same day. 

QuickBooks Team

Re: QuickBooks GoPayment Update

I can provide more details about Go Payment transactions, fadsridgefield.

 

On your previous replies, it seems that you've upgraded your GoPayment app and switched back to the old version. This is the most possible reason why you received a prompt that there are no payments to import. The new version of the GoPayment app automatically downloads the payments as Sales Receipts into QBO. To see these transactions:

  1. Go to the Sales tab.
  2. Select All Sales
  3. From the list, try to locate the payments.

 

If you've verified that these transactions aren't on your QBO account, I'd suggest contacting our Customer Support team. They can investigate the root cause of this issue.

  1. Go to the Help icon and click Contact us.
  2. Enter a brief description about your concern. Then, Continue.
  3. Choose either Get a callback or Start messaging.

You can also check these articles as your reference:

If you have other concerns about Go Payment, please let me know.

Frequent Explorer **

Re: QuickBooks GoPayment Update

The transactions are not there. We were with GoPayment support yesterday and they did remote access to our account and they confirmed our accounts are linked, the sales were not recorded as sales receipts and there were still not transactions showing up to be imported. We are going in circles here. 

QuickBooks Team

Re: QuickBooks GoPayment Update

Hi @fadsridgefield,

 

I understand the importance and urgency to have your transactions show. Let me route you to the best support available to address this concern as soon as possible.

 

Since you’ve tried all the steps provided by my colleagues above, I suggest calling our GoPayment Support team again. This way, they can perform a screen sharing with you and dig deeper on why your transactions are still not showing.

 

To contact them, you can click on the link provided by my colleague @AlexV above.

 

You can always let me know if you have any other questions or concerns.

Community Contributor *

Re: QuickBooks GoPayment Update

So this is a TERRIBLE "solution" and completely negates any reason to using Intuit Merchant Services instead of a different provider. Now we are going to have to delete EVERY Sales Receipt that "conveniently" gets download and MANUALLY add the transaction. For the last 8 yeas I have been able to simply match and download the transactions to QBO through QBO. Super convenient until you now broke it!