Any ideas on how to work around the payment entries that never get from Merchant Services?

Thanks for reaching out to the Community, RonG-Fresno.

To verify my understanding, when processing these transactions, are you doing them with the Receive payment or e-invoicing features inside of QuickBooks Online? If so, your payment records will automatically appear in the customer's profile. In the event they're processed inside of your Merchant Service Center, they'll have to be manually entered into QuickBooks.

Once I have more details about how you're processing these transactions, I'll be able to conduct further research if necessary.

I'll be looking forward to hearing back from you. Have an awesome day!

I looked through the tutorial on setting up a recurring payment, then talked with our AR person on how it is being set up. It looks like we are still using the procedure from when we were on the Enterprise version. We will need to change how we set the payments up to resolve our problem.

I just reviewed the tutorial then discussed our process with our AR person. It looks like we are still using the same process as we used in Enterprise. That explains the problem.

Good afternoon, @RonG-Fresno. 

Thanks for reaching back out. 

I'm so glad you found the problem that was making your records incorrect on your end. 

Feel free to come back with any other concerns or questions. We're always here to lend a helping hand. Have a good one! 

I am having the same issue in QBO. We were not using enterprise previously so how do I determine why this is happening?  Invoices are sent to customers with the option to pay via ACH or credit card suing QBO merchant services.  They show in the merchant service account even though they say processed outside of Quickbooks.

I can help you clarify the payment status displayed in your QuickBooks program, rkfaith.

Payments labeled Processed outside of QuickBooks Online are the transactions directly processed by the Merchant Service Center.

Moreover, transactions you process in the Merchant Service Center aren't imported to QuickBooks Online. You'll have to record the payments in the system.

I recommend contacting our QuickBooks Payments Support if you've verified that payments were received through pay-enabled invoices in QBO and not directly processed in the Merchant Services Center. They have the necessary tools to review your account and assist you further.

I've also included the following articles regarding the duration of customer payment deposits into your account:

• Find out when QuickBooks Payments deposits customer payments.
• QuickBooks Payments FAQ

Stay in touch if you have other payment-related inquiries by commenting below or posting again in the Community space. I'm prepared to help you get settled with any QuickBooks concerns.