Help!! QBO credit card payments processed but not deposited-- not showing up to deposit manually

I appreciate you for providing a detailed post about your concern here in the Community space, @pelvicore. Let's work this out so you can have your customers' payments deposited to your account in QuickBooks Online (QBO).

Please be aware that if a transaction in QuickBooks has already been paid, it will not go through as deposited when the payments are under the Undeposited Funds account. You'll need to transfer them from the Undeposited Funds to your bank account to ensure the payment is received. To update the status to Deposited, you'll need to relocate the funds through Bank Deposit. Here's how:

1. Access your QuickBooks Online account.
2. On the left navigational bar, click the +New button.
3. Select Bank deposit.
4. Choose a bank account where to deposit the amounts.
5. Select the undeposited transaction from the list.
6. Save the deposit.

In addition, see this article to learn more about how to handle customers' payments: Record invoice payments in QuickBooks Online.

You can also check this page to know more about how banking deposit works in QuickBooks: Record and make bank deposits in QuickBooks Online.

Feel free to post here again if you need assistance managing credit card payments in QuickBooks. I'll make sure to be around to help you out again. Take care, and have a nice day!

I appreciate your suggestion, Kurt, but maybe I didn't word it properly in my post...but I did that already.  When I go to make a deposit the transactions do not appear... as if they were already deposited.  But, there is no deposit associated with those sales...hence my problem.  Any further suggestions?

Thanks for getting back here in the thread, @pelvicore. I'll point you in the right direction to get this sorted out so you can have your credit card payments deposited to your bank account in QuickBooks Online (QBO).

Since the issue persists and you don't see the transaction when attempting to bank deposit, I'd recommend contacting our QuickBooks Online Customer Care Team. This way, a representative will be assigned to look into your account and determine the root cause of the problem. Also, they have the tools to have your account accessed in a secure environment to keep it safe. I'll input the steps below so you can proceed. To begin, here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
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 Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

See this article for further details: QuickBooks Online Support.

In addition, here's an article to help you manage banking transactions: Categorize and match online bank transactions in QuickBooks Online.

You can also check this page to learn more about reconciling an account in QBO: Reconcile an account in QuickBooks Online.

I'll be here in the Community in case you have any additional QuickBooks-related concerns. Take care, and have a good one!

Did you ever get this resolved?  I am having the same issue...I'm processing sales receipt orders, the customer credit card apparently gets charged and the receipt shows PAID.  But when I go into my QB deposits, the payments are not showing up (some are, not others).  When I go into sales transactions, the orders show paid.  The money is also not showing up in my bank account.  QB tells me this is because those particular charges show up on their back end and are "in review".  I reached out to a couple of my customers who I have long-term relationships with and they tell me their credit card companies are not showing any charges from my business whatsoever.  I am SO frustrated.  

Ensuring you receive the payments once the sales receipts show as paid is crucial to keep your real-life and QuickBooks record match and accurate, Judy.

Let me make it up to you by ensuring this gets investigated further.

I understand you've already spoken to our QuickBooks Support Team, but I recommend contacting them again. They have full access to your account and can determine why the system marks the sales receipt as paid and ensure the customer's payment will be processed and reflected in your bank account.

Here's how to contact our support:

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter the issue you've encountered in the Type something field, then click the Send icon.
4. Click on I still need a human.
5. Select Get help from a human.
6. You can either select Chat with us or Have us call you.

Additionally, I've added this article to help you determine when QuickBooks deposits customer payments into your bank account after you process them: Deposit Speed.

I appreciate your patience as we work through this. If you have any other concerns or questions about managing your sales transactions and receiving payments, please don't hesitate to add a comment below. I'll be glad to help you out.

I am having the same issue, it shows that it's been deposited, but when I go to the Bank Deposit it is not there.  Not sure what happen, but I can not finish my bank rec until I can make it show up in the check registrar.

Thanks,

Dreama

I had the same problem and finally after HOURS and multiple QB phone calls, we figured out the glitch...In my case, it showed the customer order was entered but no credit card was processed - even though it shows paid!  Here's how to find out which credit cards did not go through, and how to resolve it so you get your deposits:

When entering a credit card order, make sure that on the left side of the order where it shows the last four digits of the customer's card number, that underneath that you check "process credit card" if it is not already checked.  If it is not checked, you are not running their card even though it will show it was paid for!  Looking back over two months, I had several examples of not getting payment because the card wasnt actually run.  it is a GLITCH that QB needs to handle!  To find out which ones were paid and which weren't, do the following:

1.  Go to Sales (on left side of menu)

2.  Click "all sales"

3.  The list of sales/customers pops up...On the far right side, you will see "view/edit" after each customer.  Those are orders that DID get processed with their credit card.  If you see "edit/print", those were NOT processed!  In those cases, do this:

4.  Click "edit" for those customers, and their order will pop up.  On the far right side of the order under the four digit credit card number, it will show "process credit card".  Click that button and save the order and the card has now been run and the funds will show up in your deposits.  I've made it a habit at the end of the day to look at "all sales" to make sure none of them say "edit/print"....

On point number 4 above, I said "on the far right side" where the four-digit credit card pops up, I meant to say "far left side"...

My situation is slightly different.  I have a credit card transaction that I know went through because it's on my bank account, along with the Intuit fee for the transaction.  In my case, the fee came through, however the actual customer payment transaction did not.

Is there a way I can manually add this to deposit, being it didn't come through, so there is no Undeposited Funds to work from?  I am on Desktop, not QBO.  Thanks

Hi there, @Darla4. Allow me to share more information about bank transactions on QuickBooks Desktop.

The transactions will automatically sync in QuickBooks Desktop. If the payment has already been deposited and hasn't been downloaded, we can manually click the Refresh data button on your banking page. Here's how:

1. Go to Banking.
2. Click Bank Feeds.
3. Select Bank Feeds Center.
4. Besides the Last Update, click Refresh data or the dropdown arrow to Sync.

Once done, the payment still not showing, we can import your bank transactions and match the transactions in QBDT. Here's how:

1. Click the File menu, then go to Utilities. Select Import, then choose Web Connect Files.
2. Choose the QBO file, then click Open.
3. When prompted to choose a bank account, choose to Use an existing QuickBooks account if the account is already set up or Create a new QuickBooks account if it's not yet added.
4. Click Continue.
5. When you see a window telling you that the data has been successfully read, click OK.

If the payment will be downloaded from the bank, I suggest to ignore it to avoid duplicates.

Additionally, let me share this article to help you reconcile your transactions in QuickBooks Desktop.

Please leave a comment below if you still have other concerns about your bank transactions. We'll be here to assist you 24/7. Have a great day.

Thank you Joan, 

This is a payment from over 30 days ago.  I understand how payments load into my books and how to reconcile, it's just that this is a one-off situation I haven't run into in the 5 years plus I've been working in QBs. 

I am in the Premier Desktop version.  The credit card payment hit my bank account, as did the Intuit fee associated with the credit card transaction, however only the fee came through to merchant accounts nor did the credit card transaction process to hit the Undeposited Funds account in QBs.

It's nowhere, however I need to process a deposit so I can reconcile the transaction.  Can I just create a deposit, using the date of the original transaction, choose the customer; job, Accounts Receivable and dollar amount of the payment to reconcile it that way?

Welcome back, Darla4! I see you're facing an issue where the credit card payment isn't appearing, but the transaction fee is logged. I'm here to assist you in accurately recording this payment in QuickBooks Desktop (QBDT) to make your account reconciliation process smoother.

When you process payments via the Merchant Service Center, those transactions don't automatically reflect in QBDT. This is why the customer payment isn't visible. To maintain precise records, you'll need to enter the payment manually into QBDT. I'm here to walk you through the process.

To record the customer payment, here's what you'll need to do:

1. Navigate to the Customers menu at the top and select Receive Payment.
2. In the Received From dropdown, choose the customer's name.
3. Enter the Amount received.
4. Enter the date, then choose the Payment method.
5. Select the invoice or invoice you want to pay.
6. Choose Save & Close.

After that, create a bank deposit and deduct the fee from the payment. Here's how:

1. Go to the Banking menu at the top, then select Make Deposits.
2. In the Payments to Deposit window, tick the payment and click OK.
3. From the Make Deposits window, pick the account to deposit into from the Deposit to dropdown.
4. Enter the fee on the second line as a negative amount and choose an expense account.
5. Fill in the necessary details, then click Save & Close. 

For additional information on managing your cash flow and accurately monitoring sales, receivables, and profitability, please refer to this article: Get started with customer transaction workflows in QuickBooks Desktop.

Regarding the Intuit fees showing in your account, you can ignore them to prevent duplicate entries.

Once everything is in place, you're ready to reconcile your account. If you notice discrepancies between your QBDT accounts and bank statements during reconciliation, check out this helpful article: Fix issues when you're reconciling in QuickBooks Desktop.

It's admirable how dedicated you are to maintaining accurate financial records, and it's always a pleasure to support you on this journey. Should you have any more questions or need further assistance in the future while working with QuickBooks, we're always here to help ensure your financial processes run smoothly.

I'm having a similar issue but the payments that are not showing up in merchant services or bank deposits also show view/edit on the right. 

Thanks for dropping by this thread regarding your pending payments, @Cd09.

To ensure we're on the same page, could you clarify what you're referring to in the view and edit on the right? Also, could you specify which section of QuickBooks you see this?

We would highly appreciate any extra information and screenshots you can provide, as they would assist us in finding the best solution.

On the other hand, if your customer plans to pay you in the future, you might want to record that payment to connect it to the invoice to balance your accounts. For more information, check this out: Record invoice payments in QuickBooks Online.

For future reference, you can set up invoice reminders automatically in QuickBooks. This feature helps you save time while informing customers of their payment due dates.

We look forward to hearing from you again, @Cd09. Please know that we're here to support and assist you in any way as you continue to grow and manage your business. Wishing you the very best in all your endeavors.