Hi @Ami_D  It seems that this issue is back. Can you please help?

@Ethel_A  Hi Ethel. The issue is not with processing credit card payments. The issue is with the "record merchant services deposits" function under the "Customer" menu within QuickBooks for Mac. We are unable to download transactions.

Yes the problem is back.  Let's hope they fix it faster this time.  I had specifically delayed updating quickbooks/mac to avoid this error but that didn't work.  I have now updated quickbooks and my Mac and its still not working.  Please fix this issue asap.

 @Candice C  There is no "QuickBooks Desktop Help" option under the help menu. There is an option for "QuickBooks Help" but it leads to a support page with no option to contact support.

[using Quickbooks Desktop Mac 2020]

This isn't the experience we want you to have, RobHere and Nick96.

I see the value of downloading and documenting the merchant deposit process in QuickBooks Payments. As I've checked, all of the investigations posted on this thread are closed and resolved. 

I suggest contacting our QuickBooks Payments Support again. They'll be able to pull up your account and submit a new ticket for investigation. You can use this link to reach them: QuickBooks Payments Support.

In the meantime, you can consider manually recording the QuickBooks Payment deposit. Please enter the information based on your bank statement.

Here's how:

1. Go to the Banking menu, then select Record Merchant Service Deposits.
2. Click the Add payments to record tab.
3. Hit the small arrow icon ▼ next to the first deposit on the list.
4. Review the payments in QuickBooks.
5. Choose Add payments in the Action column to add payments to the bank deposit.
6. Compare the deposit total in QuickBooks with the deposit for that day on your bank statement.
7. When everything matches, select Save and close. This groups the payments into a bank deposit and records them on your chart of accounts.
8. Review each bank deposit on the list.
9. When you've added all the payments in QuickBooks to a bank deposit, hit Record deposit.

For more details, you can read this article: Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop.

I'm also adding this resource if you want to manually record invoice payments for future reference: Record an invoice payment.

If you need anything else, please let us know. The Community and I will always be here to help.

I spoke with someone helpful via Mac phone support. An investigation into this issue was opened 5/3/2022. The investigation number is 71218.

Action You Can Take

You can call Intuit at [phone number removed] and work through the automation to get to Mac support. They can create a case for your company and attach it to the above investigation. They may also be able to help with a "faster" fix (not very fast). Details below.

Details

Apparently the QuickBooks company file on a Mac contains a fingerprint that helps to identify the user and link to various Intuit Services, such as Intuit's merchant services. An error in the fingerprint MAY be the issue. Two possible fixes:

1) The above reference investigation should result in a fix. Last year, that took a long time (I recall a month or so).

2) A possible faster fix. We provided a copy of our Quickbooks company file for them to send to the data services department. Data services will attempt to correct the fingerprint and send us back the company file. The estimated turn around is about a week. Of course we can't enter anything into Quickbooks in that period unless we want to enter it again in the replaced company file. A painful option.

Hope this helps some others.

Hello there, @RobHere. Thank you for sharing some updates and possible fix about this issue in the Community.

Users who experienced the same issue will find this helpful too. I've checked the investigation number with our back-end team and confirmed it.

I recommend contacting our Customer Care Team for the users with the same concern. They will include you on the list of affected users and update you via email.
 

Please don't hesitate to let me know if you have other QuickBooks-related concerns. I'm here to back you up. Take care always!

I'm not sure why the support phone number I posted was removed. For what it's worth, I suggested skipping chat support. Unfortunately, I've found that the chat sessions take a really long time and don't result in any help. You may want to try searching the web for Intuit's customer support phone number. Hope this helps :-) 

Welcome back, @RobHere. 

Sharing phone numbers is prohibited in QuickBooks Community, that's why it was removed. Furthermore, I appreciate you sharing information on how the other users can contact our support team.

Moreover, you can also check out the article provided by my colleague MarsStephanieL above. It gives you the right contact number for our support team.

As always, you can visit our QuickBooks Community help website if you need tips and related articles in the future.

Our doors are always open to help you again if you have any other concerns or follow-up questions. Have a pleasant day ahead.

This problem has come back. It is not "resolved." Also, the instructions you provided do not apply to Quickbooks for Mac 2021. There is no "Add payments to record" tab in the "Record Merchant Service Deposits" window (or anywhere else in the application).

Thanks for updating this thread, jluros.

I've reviewed our solved investigation about receiving an error -5000 when enabling a Merchant Account or processing e-invoices. Intuit's Product Investigations team has determined that the cause of this message has to do with how the QuickBooks Payments account is configured on the backend, in Intuit's systems.

The solution they left notes about was to get in touch with our Customer Care team so they can make sure your account is set up properly in our systems. Be sure to reference the investigation's case number (INV-57795) so they'll know what steps need to be performed.

They can be reached while you're using QuickBooks.

Here's how:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
   
4. Hit Continue.
   
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

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

@ZackE 

1) The instructions and screenshots you provided appear to be for the Window's version and do not apply to the Mac version. Please provide only Mac instructions in this thread.

2) The investigation number you provided, INV-57795, as for the same issue but last year. I was told that the investigation number is now INV-71218. Please clarify which is correct.

3) The service has been down over a week. Can we get an update? Can it be escalated?

Thanks for sharing some clarifications with us, @RobHere.

Our engineering team is working diligently in fixing the issue you're having with QuickBooks Payment (INV-71218). 

In the meantime, you'll want to manually record your transactions in your QuickBooks Desktop (QBDT) for Mac.

Rest assured, you'll be notified via email once the issue is resolved. To stay updated, I recommend contacting our Merchant support team again. There, one of our live agents can provide you additional details and updates about this matter. 

In case you want to learn how to upload older transactions in QBDT for Mac, please feel free to check out this article for the complete details: Download bank transactions in QuickBooks Desktop for Mac.

I appreciate your patience while we're looking for a permanent fix. If you have any other concerns or questions with your QBDT for Mac, you're always welcome to post them in your reply. I'll be here to back you up!

@JasroV Thanks. However please note:

1) Downloading bank transactions is not a solution for not being able to download merchant services transactions. Bank deposits that are a result of receiving payments via merchants services are batched and cannot easily be matched to individual customer invoices/sales receipts.

2) Manually entering merchant services transactions is too time-consuming for many businesses. And when the flood of past merchant services transactions download, and it's unclear what issues we could face (duplicates /  difficulty or inability to match?).

Sorry, but this has nothing to do with "mak[ing] sure your account is set up properly in our systems," and everything to do with someone rolling out an update to your systems that broke the functionality to download merchant service deposits. Why don't you just let us know when you guys fix it (which really should be soon).

The service has been down for two weeks. Can we get an update please?

EDIT: I think it is fixed. We are running QuickBooks 2020. I just installed an update and the service appears to be working again. For those that don't know: while running QuickBooks, click the Quickbooks menu item at the top left of your screen and select "Check for QuickBooks Updates..."

Hey there, @RobHere. 

It's great to see you back in the Community. 

Thanks for sharing your information with us here on this thread. We're so glad you found a solution to this problem. 

Feel free to come back if you have any other questions or concerns. Take care! 

Yes, I can confirm it's been fixed. Please ask engineering to not break it again.

I am still unable to login, and am getting the same error message. I did get texted a security code for the first time though.

Thanks for hopping on this thread, @seasea.

Let's make sure you'll be able to log in to your account successfully.

There shouldn't be any issues when logging in with the code. The two-step verification is protection against fraud. 

This is a security feature that allows you to verify that you are the one who is logging in to your account with a password and a unique code. 

However, you can also turn it off so it wouldn't ask you when logging in. Here's how:

1. Sign in to your Intuit account.
2. From the left menu, select Sign In & Security.
3. In the “Two-step verification” section, select Turn off.
4. Enter the code.
5. Select Continue.

If you're still getting the same error and unable to log in, I suggest reaching out to our Support Team so they can look into this and investigate further. They have the tools to pull up your account securely. 

Feel free to post again if you have another concerns. I'm always here to guide you more.

I still get the same error message I've been getting for a year and am unable to sign in to or use my merchant services account.