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QuickBooks Team

Re: QuickBooks GoPayment Update

We know how important it is to your business to track the customers' payments, Sgattorna.

 

The syncing and importing transactions issue from the GoPaymen app into QuickBooks Online is still ongoing. Our engineers are still investigating what's causing this issue.

 

It would be best to contact our Merchant Services Team to add you to the list of affected users. You can go to this link to reach out to them: https://community.intuit.com/browse/payments-contact-us.

 

Then, provide the investigation number INV-33024 to the phone support agent you'll be speaking.

 

Visit the Community if you have more questions with GoPayments.

Experienced Member

Re: Hello, I do not want to using the new version of GoPayment. So how I can record GoPayment tra...

Screen Shot 2019-07-08 at 9.10.50 AM.png

It takes you to the following:

 

Screen Shot 2019-07-08 at 9.12.08 AM.png

Experienced Member

Re: QuickBooks GoPayment Update

This update is ridiculous! I have been using GoPayment with QB Online for about 8.5 years and it has always worked and synced, for the most part. As of last week, I can no longer import payments that have been collected in the field by my Technicians and even though we have done all updates to the GoPayment app on their phones, the app experience looks no different and doesn't offer an option to choose a customer to match the sale to like my Admin experience does on my phone (which I normally never use). So, I have close to 15 credit card payments from last week that I cannot see to be able to import them into QB online to match up with customers (as I usually do before this stupid update happened). I see them in the Intuit Merchant Center, and the money is being deposited into my account, but I cannot record them in the Customer in QB Online. I used to be able to see the payment and then in QB Online choose whether I wanted to apply it as a payment from a customer (Receive Payment) towards an open invoice or as a Sales Receipt for work completed and paid for in the field AND THEM RECORD/MATCH IT TO THE CUSTOMER. This is important for our record keeping. The link in QB Online to "Import GoPayment" just brings us to this useless thread. I tried calling QB Customer Care and now all you get is a recording saying to sign into your account online and click on "Help". Can't even talk to someone who can help anymore!! I clicked on "Help" and it gave me a case number and said 5 minute wait to chat...it has been 30 minutes with no progress or response. This is ridiculous. Contacted Intuit GoPayment and they seem to have no clue how to help and don't even seem aware of the issues?! Also, I have been trying to add a new GoPayment user for 2 weeks now...normally something that used to be easily done in the Intuit Merchant Center online...but now it says you need to do it on the APP yet there is no where on the App ANYWHERE to be able to do this. UGH. Quickbooks you messed up badly with this UNWANTED "Update"...implementing it over a holiday weekend and getting rid of the ability to be able to speak to Customer Service while causing all kinds of issues for loyal Customers...you better fix this and FAST!
QuickBooks Team

Re: QuickBooks GoPayment Update

Hello AIFL,

 

I appreciate you for sharing your experience here in the Community. Allow me to step in and help provide information about GoPayment.

 

The importing issue for the GoPayment transactions to QBO is still ongoing, and our engineers are hands-on with the investigation. You can give the investigation number INV-33024 directly to the QuickBooks specialists you'll be speaking.

 

While a workaround is unavailable for the affected users, It would be best contacting support again. They have the tools required to include you on the list of users that will be receiving updates via Email.

 

Please visit the support article below for the GoPayment contact information:

 

Which Payments product do you need help with?.

 

For your question regarding adding a GoPayment user, I also suggest bringing this up during the interaction with the support. We've received reports about adding GoPayment users (INV-32864) on the Blue version of the app.

 

I'm currently taking note of your request concerning the update of the GoPayment app. To stay tuned with any updates, I also recommend bookmarking the QuickBooks Blog website:

 

https://quickbooks.intuit.com/blog/search/?key=payment.

 

Please feel free to reach out to me if you have any questions or concerns about using GoPayment. The Community will be sure to get back to you.

Experienced Member

Re: QuickBooks GoPayment Update

 
Experienced Member

Re: QuickBooks GoPayment Update

This is awful. Which device do I need to do the update on? I did it on my IPhone, but it doesn't show credit card transactions. And where do I "sync" my cc transactions now?
Experienced Member

Re: QuickBooks GoPayment Update

Alright, I updated. Now what??? No transactions anywhere???
QuickBooks Team

Re: QuickBooks GoPayment Update

Hi there, @jenniferveremis.

 

Please allow me to help provide additional information about the issue with GoPayment transactions that are not importing into QuickBooks Online (QBO).

 

This issue is still under investigation and as mentioned by my colleague AlcaeusF, our engineers are now currently working for an immediate resolution. For you to be added to the list of affected users and get an email notification with the latest updates, I suggest getting in touch with our GoPayment Support.

 

For the support's contact information, you can check it here: https://community.intuit.com/browse/payments-contact-us.

 

Let me know if you have any other QuickBooks or GoPayment questions, I'll be right here to help you. Have a great day ahead!

Experienced Member

Re: QuickBooks GoPayment Update

This is not helpful. How can you run a business or do payroll? I've called and no one seems to know what's going on. What should I do know, keep calling customer service?
Experienced Member

Re: QuickBooks GoPayment Update

I have switched to the new version, yet each time I try to sync my account it brings me back to this page. The new version has also turned off my option to add tips and will not allow me to turn it back on. What needs to be done to get it back to normal?
QuickBooks Team

Re: QuickBooks GoPayment Update

Thanks for joining the conversation, @massagebyamber,

 

I want to make sure you get the answers you need with the recent changes for the GoPayment app.

 

To ensure you're on top of your payments processing, I'd recommend contacting our Payments Support Team so they can check your account and help you with with the new version's functions and set up.
 

I want to personally handle this for you, however, issues with your Payments apps processes requires checking your Merchant account, which I can't do in this public forum. Our agents have the tools to review you account activities and can provide further details about the recent changes in a secure environment.

 

Check out this link to get our contact information: QuickBooks Online Payments & Merchant Service Center

 

As always, please feel free to post here anytime. I'll be more than glad to be of your assistance. Have a good one!

 

Experienced Member

Re: QuickBooks GoPayment Update.Any up dates on how to import go payments?


@Jen_D wrote:

Thanks for joining the conversation, @massagebyamber,

 

I want to make sure you get the answers you need with the recent changes for the GoPayment app.

 

To ensure you're on top of your payments processing, I'd recommend contacting our Payments Support Team so they can check your account and help you with with the new version's functions and set up.
 

I want to personally handle this for you, however, issues with your payments account requires checking your Merchant account, which I can't do in this public forum. Our agents have the tools to review you account activities and can provide further details about the recent changes in a secure environment.

 

Check out this link to get our contact information: QuickBooks Online Payments & Merchant Service Center

 

As always, please feel free to post here anytime. I'll be more than glad to be of your assistance. Have a good one!

 


 

QuickBooks Team

Re: QuickBooks GoPayment Update.Any up dates on how to import go payments?

Thanks for joining the conversation, @360plumbing.


Since the recent update, all merchants using the blue version of the GoPayment app have to upgrade to the new experience (green) release. Do this and your transactions will automatically sync to QuickBooks Online. 


You must have the GoPayment 10.3 or later to switch to the Green one. Log in as admin to access these features and confirm the upgrade. Simply go to Settings and click Try the new experience, then tap Confirm


If you still don’t see downloaded transactions, I recommend giving our Customer Care Team a call to add your account to the list of affected users, since some reported experiencing the same behavior. 


Have your case ID attached to INV-33024 to receive any updates regarding the progress of the investigation. You can follow the link shared by my colleagues to contact our Payments Support.


Check out this article about recording GoPayment transactions for future reference: Record Payments transactions in QBO.


Post in the Community again if you need further assistance. I’m more than happy to help. Take care!
 

Experienced Member

Re: QuickBooks GoPayment Update.Any up dates on how to import go payments? We did that and still no luck

 
Experienced Member

Re: QuickBooks GoPayment Update.Any up dates on how to import go payments? Where would I see the credit cards in QBOL

 
Community Explorer **

Re: QuickBooks GoPayment Update

I been seeing in this discussion, a suggestion to upgrade from the GoPayment app (blue) to the GoPayment app (green) How do you do that? I have an iPhone and the GoPayment app its on the latest version 11.0.0 and still is blue color.  We have a POS (Point of Sales) Quickbooks installed on our retail store's computer. We been having trouble syncing the inventory with the mobile app. 

 

We have done all trouble shooting recommended here by the community and have contacted QB support and still not working properly. We hear that the engineering team is currently working on a permanent fix. Also we hear that there will be a a complete redo of the Gopayment app, and some people might have access to test drive (By invitation only) before it is available to the general public. 

 

Until then, there is now way around or a fix to the app not syncing properly any of the Inventory neither any transaction between the mobile app and any QB software (Quickbooks Online, Quickbooks POS) 

 

Hopefully the engineering team will finally have a permanent fix. They had been working on it for a quiet a whale and it seem it will take a lot more time. 

 

Let's be patience and the time will come. (Hopefully)

 

Thank you!

Established Member

Re: QuickBooks GoPayment Update

While I'm excited about this new update - I have some old payments from the end of June that I need to import into QB. When I go in as usual to QB and click "import go payments" it just brings me to this conversation thread, and never actually opens the page that would allow for me to import payments. Please help! I need to get those old payments in for proper bookkeeping!
QuickBooks Team

Re: QuickBooks GoPayment Update

Hello eceyildirim,

 

I'm here to assist you with the old payment transactions from GoPayment.

 

Once you confirm the switch into the new experience, you may need to enter prior payments manually into QuickBooks Online. You may review the QuickBooks GoPayment FAQs posted above for more insights.

 

If you're still using the old one and not being able to import the transactions successfully, I recommend contacting our Merchant Services Support. They'll need to take over and assist you with the payments from the old experience.

 

Please reach them through this link (scroll down to GoPayment):

 

Which Payments product do you need help with?.

 

I want to ensure that you're able to enter the payments, so please feel free to let me know how it goes. If you should have any questions, I'm just a click away.

Community Explorer **

Re: QuickBooks GoPayment Update

The updated version of the app really needs a way to accept a payment without having the customer or invoice in QB.  We take down payments for sales we make, later input the customer and create an invoice for the sale, then apply the down payment.  Old app handled great, new version there doesn't seem to be a way to do this.     

 

And of course, need to get the "Import from GoPayment" link working again in QBO.  Have already had my case added to the investigation.

Established Member

Re: QuickBooks GoPayment Update

Unfortunately I called in and it seems it's a QB glitch. I'm not able to do the old way of importing GoPayments, but have to manually enter every single transaction from prior to June 30th (or wait for a bug fix, but based on my prior experience with QB it may take a month or more). I'm not particularly pleased with this - when QB is working it can be incredibly time saving but the past year or so it seems there are more and more unattended glitches that cause it to be more time consuming than if I were to use old fashioned print bookkeeping. With the cost of QB I am certainly considering switching to another program at the end of tax season
Experienced Member

Re: QuickBooks GoPayment Update

I have tried contacting the number and am continually disconnected. All I want to do is to turn on my Tips in the settings it says that "Tip Settings not Saved." I thought the points of updates were to have smooth transitions and make things easier instead of taking away the basic and simple ways of the app before the update? Highly considering changing to another product to track my business as I'm not getting any useful help from any way I try to get it from Quickbooks.
Moderator

Re: QuickBooks GoPayment Update

Hello again, Brad_B and eceyildirim,

 

I know the impact of any delay in resolving the ongoing GoPayment concern. I appreciate you for contacting our Customer Care Support Team.

 

Since you've already contacted us about this issue, we'll send you a email notification once we have a statement from our engineers. I'll also give you an update here as soon as we have a resolution for this.

 

Please know that I'm always here if you have any questions. Have a good one.

Moderator

Re: QuickBooks GoPayment Update

I want to personally address your concern, massagebyamber,

 

Before anything else let me thank you for providing me the exact error message.

 

Since the tips aren't saving, I recommend contacting our Merchant Services Customer Care Team. They are equipped with more tools and resources to help you enable the feature. To make sure you can contact them directly, please go to this link and choose your Payments product: QuickBooks Payments.

 

Let me know how it goes after contacting them or if you need anything. I want to make sure you’re able to enable the tips. Best regards.

Experienced Member

Re: QuickBooks GoPayment Update

So how does all this affect or differ with Enterprise users? I too have been using QB Desktop and for past 3 years Enterprise as well as Gopayment for about 8 -10 years. Since the first week of July I have all my payments uploading into name "Other customer". I can manually type the name from the cardholder section but I process hundreds of cards daily and this is simply not an option. I have been a die hard Intuit fan for a long time and turn down all the annoying phone calls from other processing companies but this is simply something I cannot wait forever on. I don'e even know what companies sync with QB as easily but I am willing to find out if this doesn't get corrected soon.
Highlighted
QuickBooks Team

Re: QuickBooks GoPayment Update

Hi @Korbin,

 

When your payments from the Merchant Services sync to QuickBooks, there isn't a name of customers attached to it.

 

But what you have been doing is one of the workarounds as of this time. In addition, I'd also recommend contacting our Merchant Services Team.

 

From there, they have the tools needed to pull up and review your payments transaction so you can easily identify the customer who issued the payments.

 

With this, you can check this article with the phone number of our dedicated team so you can reach them: Which Payments Product Do You Need Help With?

 

Lastly, you can always visit our Help Articles page for QuickBooks Desktop if in case you need to learn some tips and related articles in the future.

 

Keep me posted if you have any other concerns. I'll be always around ready to help.