Recurring sales receipts not processing payments after saving. Merchant services confirmed that there was an issue. Anyone aware of any workarounds/fixes or fix timeline?

I appreciate you notifying us of your experience, pharrigan. Let me share some insights about this behavior.

I understand you're experiencing difficulties with recurring sales receipts not processing payments after saving. Dealing with such issues can be incredibly frustrating as it affects your clients. Although you've already connected to our Merchant Services Team for assistance, I suggest contacting them again for the best action. They can also provide further insights, workarounds, or additional solutions to resolve this issue.

We do not have a specific timeframe for when the resolution will be available. However, please be assured that our team is working nonstop to resolve this issue quickly. 

I'm adding these materials for more tips while setting up recurring sales receipts and automatic payments for recurring invoices in our system:

• Set up a recurring sales receipt in QuickBooks Online
• Set up Autopay for recurring invoices in QuickBooks Online

If you have additional questions about your recurring entries, let me know by leaving a comment below. I'm just a few clicks away to help you again. Have a good one!

Thanks, we are ALL aware.  Please get this fixed ASAP!  It is hindering your customers from doing business...you know sales, sales, sales!  NO SALES - NO QUICKBOOKS NEEDED!!!!!

By the way, please correct on your end who returns the your customer's calls.  It is extremely frustrating and a waste of our time to go through the painstaking process of trying to get in contact with a specific dept (such as Merchant services or payroll) and to note EXACTLY WHAT THE ISSUE IS AND THEN GET A CALL FROM SOMEONE STATING "SORRY I CAN'T HELP YOU WITH THAT, I'M NOT WITH MERCHANT SERVICES OR PAYROLL OR WHATEVER!!!  HOW HARD IS IT TO PAY ATTENTION TO WHAT YOUR CUSTOMERS ARE INQUIRING ABOUT AND THEN HAVE THAT PARTICULAR DEPT CALL.  GET IT TOGHER, QUICKBOOKS!

I understand that you're only trying to help, but unless I've done something incorrectly in the setup that's contributing to the problem (no one has indicated that to me), including links on how to create recurring sales receipts might not be the best idea given the reason we're here is that the recurring sales receipts have failed! 

Another thing that Quickbooks might want to reconsider: after telling me that the only way I was going to be able to process our sales receipts currently (short of waiting out a fix) was to recreate each one (nearly 100) and process as one-offs, the support agent I was speaking with thought it was a good opportunity to try to upsell me on additional services. I'm sure there are some support scenarios where a client would be open to a sales pitch, but a significant failure of your platform that's creating major headaches for your clients with no timetable on a resolution is not one of them,

Did you ever find a resolution to this?  I'm suffering with what seems to be the exact the same issue (including the customer service/supports woes).  

Thanks,

Steve

I understand the urgency of getting this resolved, Steve.

I’ll ensure you'll get the help you need and route you in the right direction of support to fix the issue of recurring sales receipts that aren't processing payments. 

As much as I'd like to take care of this, the Community is a public platform, and we want to protect your security and privacy. Thus, I recommend contacting our Customer Care Team to check your account securely. I understand you've already reached out to them. However, it would be best to contact them again since they have the tools to look into your account and perform a screen-sharing session to do further investigation into this behavior.

You can contact them by clicking on this article and following the detailed steps, depending on your product: Contact Payments Support.

Please let me know if you need anything else or have further concerns about managing your sales receipt transactions. Just leave a comment below. Have a great day ahead!

Hello OgreTek, I'm curious if you've had a chance to connect with QB's on this issue. I spoke with Customer Support on March 28th and received the standard reply of "It's a known issue and we're working on it". I was also assured that I would be contacted as soon as a fix was complete. Oh boy! I only have a few transactions per month but I can't imagine having to manually run a bunch of CC's each month. What an inconvenience, to say the least.

Cheers, J

Dealing with this issue right now - getting nowhere.  Any updates from anyone?

Did you find a workaround?

Thanks for getting involved with this thread, WSCX280.

Sometimes customer's credit cards you process don't go through. This can be caused by many common issues, such as authorization problems or missing information.

Here's how to check the status of a payment that didn't process successfully:
 

1. Sign in to your Merchant Service Center.
2. In the top menu bar, go to Activity & Reports, then Transactions.
3. Use your Dates ▼ drop-down to change the date as needed. You can also filter any 6 month period within the past 12 months.
4. If you you want to, click Show advanced options to do a specific search using your transaction ID and expiration date of the customer's card.
   Select Search.
5. Once you've located your declined transaction, review the data displayed in its Status column. This can help you to identify what happened for the payment not to process, and to figure out what to do next.

Here's some tips you can check if you've entered their card details manually:
 

• Use the customer's address from the USPS website.
• Make sure you haven't entered any special character or spaces in your customer's credit card details or other data fields.
• Confirm your customer's credit card number and verification code are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
• In addition to the card number, you'll also need to confirm their verification code. For most cards, like Visa, Mastercard, and Discover, this will be a 3 digit code on the back of their cards. For American Express, it will be a 4 digit code on the front of their cards.

Things will be a bit different if you're working with debit cards:
 

• If you don't see a logo on their cards, or they're not associated with a larger credit card company, you may not be able to process it.
• Debit card transactions can be declined if your customer doesn't have enough funds to cover their payment. Consider reaching out to them to make sure their card is still valid.
• Debit cards must be associated with a larger credit card company to process them like a credit card. This means there's a logo for companies like Visa, Mastercard, Discover, and American Express.

You can also check out our Fix customer's declined credit card payments article for more details about working with business credit cards, flex spending credit cards, etc.

Since you've also tried processing this payment as an ACH as well, I'd also recommend referring to our article about declined ACH payments: Fix rejected ACH payments or fees

If you have any questions about payments that didn't process successfully, you can discuss them with our Customer Care team. They'll be able to pull up your account in a secure environment and conduct further research with you.

I'll be here to help if there's any additional questions. Have a great Monday!

No.  I wasted hours of time on the phone with different techs.  They remoted in to my computer and watched me recreate the issue.  I, too, was told it was a known issue and they were working on it.  

Last month (my third with the issue), a whole different set of templates didn't process the payments correctly; and this, even after the "upgrade" to the invoice templates.

Shortly thereafter, I received email notices that all my tickets were closed due to inability to identify the issue...

I give up.  I'm now spending my time looking for a new vendor. 

I wish you luck.

Unfortunately, I pretty much had exactly the same experience. The first time I encountered it in Q4 2023, I was added to a support ticket and received an email a few weeks later saying that it had been resolved with no other info. When I ran into the same thing in January during our next billing cycle, I made a call or two to support and realized that we were headed down the same path before deciding it wasn't worth the effort of having to reexplain the issue to a half-dozen different support agents before finally convincing one that there was a problem. I ultimately abandoned the recurring sales receipts and started duplicating successfully processed one-offs and updating for client and billing cycle as needed.

Maybe newly created ones would work, but I determined that recurring sales receipts created before October 2023 were rotten (for our account at least) and I just don't have the time or patience to set up new ones only to have them not work or eventually fail. I would have welcomed any kind of feedback - you're doing something wrong, the functionality has changed, or this batch of your recurring sales receipts simply aren't going to work moving forward - but I've never had any success establishing that kind of dialog.

Wish I had a better answer for you, but best of luck!

I think there is a fundamental misunderstanding from the QB support side.  We have hundreds of customers with good payment information, including test customers for this issue, and they all failed during last months processing of sales receipts generated from recurring transactions.  This is not an issue of bad data or an expired payment method.  

If I create a sales receipt from a recurring transaction and process it, the receipt is created, but no processing happens.  I get the a record as seen in the attachment showing payment method instead of 'Transaction Processed'.  If I make a copy of the failed receipt from within the failed receipt and run it the same way, it is successful, and the new copy has 'Transaction processed' indicated underneath the payment method.

Thanks for following up with the Community, WSCX280.

To verify my understanding, when you've checked in your Merchant Service Center with the steps from my previous post, did you happen to see any records of your recurring sales receipts (which were created successfully) processing their associated payments? If so, what do their statuses show? You should see some type of status, whether a payment is approved, declined, or pending in some way.

In the event you've checked, and see no records at all of them even attempting to process, I've reviewed our ongoing investigations and found a closed one about recurring sales receipts being created, but their associated payments they were configured to process not processing.

Intuit's Product Investigations team left notes on it advising you can fix the issue by recreating, then deleting your failed template.

Here's how:
 

1. Use the Gear icon, then go to Recurring transactions.
2. Locate a template you want to recreate, then click its Edit option.
3. Print or write down any details you'll need to recreate your new template.
4. Return to the list of recurring transactions and hit New.
5. From the Transaction Type ▼ drop-down list, choose a type of template you want to create.
6. Enter any necessary information and be sure to pick Scheduled from your Type ▼ drop-down.
7. Press Save template.
8. Find the failed template and expand its Edit drop-down, then select Delete.

If the new template continues creating your sales receipts, but not processing their associated payments that were configured properly to be submitted for processing, I'd recommend getting back in touch with our Customer Care team directly and referencing the closed investigation's ID number (INV-100257). They'll be able to conduct further research with you and look into reopening our investigation if necessary. When an investigation is reopened to an ongoing status, this enables them to add your account to it as an affected user. If this occurs, you'll receive email notifications about any updates relating to the case.

It also wouldn't be a bad idea to direct the agent you're working with to this thread, so they can read over some of the troubleshooting processes you've already performed. They can perform screen sharing sessions to get a visual of what you're seeing if necessary. You'll have to authorize these screen sharing sessions before they can be initiated.

Please feel welcome to send a reply if there's any questions. Have a lovely Tuesday!

None of those transactions (near 1000) showed up in that report for that date.  When no money came through per usual, an investigation showed that they all showed up in the Undeposited account.  The bookkeeper had  to then view each failed receipt, copy it, and then send the copy to make to go, and then finally delete the original receipt.  New recurring transactions have been created to test, and they continue to fail to process in the same way.  This should be the same test as generating new ones as you recommended in your response.  It is as though the process tick box isn't holding, and they're dumping to the default undeposited account.

In our case, we did confirm that nothing was happening in our merchants services account. And just to clarify, there was no record of any payments having been processed or attempted on the merchant services side, so it wasn't like there was a decline or some other type of failure - merchant services was showing zero activity for the day/period, successful or otherwise.

On the sales receipt side, things look mostly the same as a successfully processed one with two differences that I could tell:

- The 'Transaction Processed' hyperlink did not appear underneath the payment details immediately after saving.

- If you went to All Sales and clicked on one of the impacted transactions to see the quick view on the right-hand side of the page, under 'Sales receipt activity' it would show as 'Paid' with QuickBooks Payment - Bank. One with a payment that is actually processed shows as Paid along with the last four digits of the payment account and eventually the processing fee - at least that how it appears for us.

It is helpful to know that certain sales receipts are no longer going to work and that the only solution is to recreate and delete. You could offer to recreate these for clients, but at a minimum Quickbooks should consider identifying the accounts with impacted recurring sales receipts and notify them. I would imagine that most of the people who are going to encounter the problem have done so already, but I'm sure there are some folks that bill annually and will run into it between now and the end of the year/whenever it was fixed - speaking from experience, it would have saved me a ton of time and frustration if someone had just let me know that certain/all of our recurring sales receipts would no longer work - I wouldn't have been thrilled considering the work it takes to get them set up for all of our clients, but at least I wouldn't lose even more time trying to find a solution for a problem that can't really be fixed. Outside of the wasted time and aggravation, this could create real problems for someone who thinks their sales receipts were successfully processed and only finds out there's a problem when the money they expect to have in their account isn't there.

I recognize how hard this experience has been,  and I appreciate your efforts in bringing this to our attention. Allow me to provide some information about this matter @WSCX280 and Kevin.

Please note that this case has already been closed. Since you're still experiencing the same situation, I recommend contacting our QuickBooks Online (QBO) support team. This way, they can investigate this further while ensuring your details remain secure.  

Here's how:  

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Select or type Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Ask the community to get help from businesses like yours.
   • Start a chat with a support expert.

Check out this support hours to determine their availability. 

I've gathered some resources for more information about payments in our program:

• QuickBooks Payments FAQ.
• Review when QuickBooks deposits payments into your bank account.

If you need further help with QuickBooks payments and anything related to QuickBooks, please know that I'm here to help you in any that I can. Bye for now and take care.

This perfectly stated and exactly depicts the issue we continue to see.  

I believe you're seeing community outreach here because the standard channels have been exhausted at high expense.

Went back and forth for 2.5 hrs today between QBO and Payments.  QBO -> Payments -> QBO -> Payments.  Francis took responsibility and walked through the process again to see and acknowledge the discrepancy and did a personal handoff to payments.  Payments did a lookup knowing there was an existing investigation (INV-101657) and stated that our workaround of processing copies was all we can do for now.  We're suppose to be updated via the investigation and were told that dev is aware and working on a solution.

I created a second recurring for a test account while I was on the call, and we noticed at one point that one of the recurring tx was transacting consistently.  After the call, I went back to see if the other recurring was transacting, and it was not.  I noticed however that there was a CC indicator on the failed one (recurring had been saved with the 'Process credit card' checked) and compared that to the other working recurring, which did not have the CC indicator.  I went into the failing recurring tx and unchecked the 'Process credit card' checkbox and saved it.  When I used the updated recurring to generate a new receipt, the box was checked anyway, and it was successful.  All of my recurring transactions without the checkbox ticked in the template work as expected.

 Hello ! I totally understand you all's frustration with your payments not processing with sales receipts. In case no one has given you an update. In Quickbooks Online, Auto pay is processed on recurring invoices only. automatic payments from your customer are no longer supported on recurring sales receipts. I have provided an article below to help your customers setup autopay.  I hope this helps.  

Set up Autopay for recurring invoices in QuickBooks Online.
https://quickbooks.intuit.com/learn-support/en-us/help-article/invoicing/set-autopay-recurring-invoi...

 Hello ! I totally understand you all's frustration with your payments not processing with sales receipts. In case no one has given you an update. In Quickbooks Online, Auto pay is processed on recurring invoices only. automatic payments from your customer are no longer supported on recurring sales receipts. I have provided an article below to help your customers setup autopay.  I hope this helps.  

Set up Autopay for recurring invoices in QuickBooks Online.
https://quickbooks.intuit.com/learn-support/en-us/help-article/invoicing/set-autopay-recurring-invoi...