QB 2020 for Mac not linking to online payment option

Larry80 · ‎February 11, 2022

Since November, whenever I try to save and email an invoice with the Pay Now option enabled, QB 2020 buffers and freezes and I have to force quit the program. I spent 2 hours on the phone with support yesterday and she finally said that others have reported the same problem and gave me the investigation number - INV-64938. Have others experienced the same problem with 2020 and has anyone found a workaround yet, besides inputting credit card or ACH information manually in the Merchant Center?

DivinaMercy_N · ‎February 13, 2022

I just got the steps to help you locate your old QuickBooks Desktop (QBDT) license number, @Larry80.

You can easily find your QBDT license number as long as you've registered the product. To do so, you can use the License lookup tool. Please see the screenshot below for your visual reference:

license locator tool.PNG

On the other hand, you can also view your license number by signing into your Customer Account Management Portal (CAMPs) account. Let me guide you how:

Head to the CAMPs site.
Enter your credentials.
In the Products & Services list, find your app or subscription.
Then, select Details.

For additional reference, feel free to visit this article: Find QuickBooks Desktop license info. From here, you'll also know how you can locate your release version and other product details.

Managing your QBDT account and services is a breeze. Here's the link you can read for the detailed instructions: Manage your QuickBooks Desktop subscriptions and services.

Click the Reply button if you have further questions about finding your license number. I'll be here to help you. More power to your business. Keep safe.

View solution in original post

Giovann_G · ‎February 11, 2022

This isn't the experience we want you to have, Larry.

Yes, we receive reports about other uses also experiencing the same issue. I'll share some steps so your online payment will be back to normal again.

One of the reasons for this issue is your data files may be incorrectly linked to Intuit payments. Let's ensure your QuickBooks Desktop for Mac is updated to the latest release. This guarantees you'll have the most recent features and fixes. Then, you can run the verify and rebuild data to make sure your company file is free from any possible data issues.

If the issues persist, you can disconnect and reconnect both Merchant Services and Payments. Then, delete the QuickBooks_eInvoicing keychain. I'll show you how.

Go to QuickBooks, then Preferences.
Disconnect both Merchant Services and Payments.
Close QuickBooks.

These are the steps to delete the QuickBooks_eInvoicing keychain:

From the Finder menu, click Go.
Select Utilities, then choose Keychain access.
Type in "QuickBooks" in the search field located upper right corner of the window.
Scroll down through results and look for a keychain that starts with QuickBooks_eInvoicing.
Right-click or CTRL+ click on the line and choose Delete.
Close the Keychain Access app and open QuickBooks.
Once done, reconnect both Merchant Services and Payments under Preferences.

Once the problem has been resolved, you'll want to add and match transactions in QuickBooks Desktop for Mac for future reference.

Tag me in the comment below if you need further assistance with processing payment. I'll always be here to back you up.

Larry80 · ‎February 13, 2022

I did what you suggested and there were no keycahin entries for QB e-invoicing. However, I disconnected Merchant Services and Payments, closed QB and restarted the computer, opened QB and logged back in to Merchant Services, and all seems to be working well now!! I have a separate problem though....on the phone support call the other day, we uninstalled and reinstalled QB 2020 and now when I reopen QB 2020, my license number is gone and it says I have 15-use trial version. How do I recover my old license number?

DivinaMercy_N · ‎February 13, 2022

I just got the steps to help you locate your old QuickBooks Desktop (QBDT) license number, @Larry80.

You can easily find your QBDT license number as long as you've registered the product. To do so, you can use the License lookup tool. Please see the screenshot below for your visual reference:

license locator tool.PNG

On the other hand, you can also view your license number by signing into your Customer Account Management Portal (CAMPs) account. Let me guide you how:

Head to the CAMPs site.
Enter your credentials.
In the Products & Services list, find your app or subscription.
Then, select Details.

For additional reference, feel free to visit this article: Find QuickBooks Desktop license info. From here, you'll also know how you can locate your release version and other product details.

Managing your QBDT account and services is a breeze. Here's the link you can read for the detailed instructions: Manage your QuickBooks Desktop subscriptions and services.

Click the Reply button if you have further questions about finding your license number. I'll be here to help you. More power to your business. Keep safe.

rhAIR · ‎July 02, 2022

WE HAVE THE EXACT SAME PROBLEM. We cannot invoice without deleting keychain accesses, etc. Have spent HOURS on the phone with Quickbooks for Mac who said it is a known problem back in March and that it was going to be fixed with an update and no fix. Now invoices that were sent are disappearing. It is a total s***T show and nighmare and its destroying our business and our customer's faith in our ability to invoice and accept payment.

rhAIR · ‎July 02, 2022

WE HAVE THE EXACT SAME PROBLEM. We cannot invoice without deleting keychain accesses, etc. Have spent HOURS on the phone with Quickbooks for Mac who said it is a known problem back in March and that it was going to be fixed with an update and no fix. Now invoices that were sent in June have disappeared. It is a total s***T show and nightmare and it's destroying our business and our customer's faith in our ability to invoice and accept payment.

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QB 2020 for Mac not linking to online payment option