Unable to add user to GoPayment Company account

Bland123 · ‎July 16, 2022

We are a service company and have used QBO & GoPayment since 2016. With a new tech, we have a new QBO problem. I am unable to make his log-in work to accept payment.

None of this information works: https://quickbooks.intuit.com/learn-support/en-us/help-article/manage-users/add-users-quickbooks-pay...

I have done the following numerous times and while on Glance w/reps from QBO all with the same result:

- I have added him through QBO under manage users as a 'take payments only' user.

- I have added him through Merchant Services using the invite link.

- I have added him through my GoPayment Admin app, as well as through our other Admin account. Note: Neither my GoPayment App, nor the other Admin's App show any users other than the person who is actually using the app. So once I 'add' him, the only way I know he was possibly added is because he receives an email to accept my invitation.

- We have received each email from all of the methods listed to 'accept' the invite.

- The last rep even had me try to log in with the new guys info to merchantcenter.intuit... I got this message:

'no user found' ummmmm what?!?

The tech is able to put in his user ID, password, then astoundingly, it shows to options for taking payments: our company or a company that is his email ex: "[email address removed]'s company". When we choose our company name, we get the same error message:

"No payments account found. Please try a different login ID or email address. If the problem persists, call us at (800) 558-9558."

What do you mean no payments account found??? Where is it and why is no one else having an issue at our company logging in or taking pmts??

Don't bother calling this number because they have NO CLUE what is going on or how to fix. I ended my last call. It is a Friday night 8:30P CST - wasted 3 hours doing the same exact thing I have done for the last 4 days with ... 'this is being escalated and we will email you Monday'...

Spent roughly 2-3 hours per day w/ someone new from QBO for the last 4 days with ZERO resolution.

Also - I want the ability to add him in Merchant Center as a LIMITED USER but I don't get this option.

How is my tech supposed to take a card in the field this Monday??? This is absolutely the worst experience I have had with QBO over the years. Since there is obviously no one who can figure this out, I guess this weekend I am going to work on finding a new card processor.

Ethel_A · ‎July 16, 2022

Welcome to the Community, @Bland123.

It isn't the kind of experience I'd like you to have. I understand that you're having a problem with your GoPayments account. I'm here to make sure you get pointed in the right direction.

I appreciate you doing all the steps in the article you stated above to add a user. I know you already reached out to our support for this issue. Since you have the same concern, I recommend reaching them again. They can help you further as they can check your account in a secure environment.

Here's how:

Sign in to your QuickBooks Online account.
Go to Help.
Select Contact Us.
Enter your concern, then select Let's talk.
Choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

Additionally, I suggest checking out our commonly asked questions about QuickBooks Payments.

Let me know if I can be of more help by clicking the Reply button below. I'm always here to help you.

Patti Wray · ‎August 16, 2024

We have pretty much the same issue only we are using QBs desktop. Three employees cannot process any payments through GoPayments App with or without the card reader. They are able to login online our QBs merchant services website and process payments there, but that is not the route we choose since we have several card readers we purchased. This all started 6 months ago, and we still do not have a resolution. We have contacted support numerous times, and they seem to be looking up and following all the same directions we have found online and have tried. We were also told it was escalated a long while ago and haven't heard one thing. We pay for unlimited support but that does not mean we have unlimited time to spend calling repeatedly. I can't even tell you how many man hours this has used. Perhaps QBs should pay us for our time. So frustrating....we are currently looking into hiring a private QBs Pro to help us. Should we send the bill to Intuit?

MichaelaS · ‎August 16, 2024

I recognize the importance of using the Go payment app to process payments within QuickBooks Desktop (QBDT), Patti.

I've reviewed the records and found no similar issues. The possible reason that your other employees or users are unable to process payments online or using a card reader could be an improper connection between QuickBooks Payments and QBDT or that the Go Payment app is outdated. Here are the ways to address this:

Make sure to connect your QuickBooks Payments account correctly. Once it's successfully connected, you will see a Person icon in the top right corner of your QBDT
Ensure that QuickBooks is up-to-date by updating your QuickBooks Desktop to the latest release.
Uninstall and reinstall the Go payment application
Update the mobile device to its most recent operating system version.

After following the steps and the issue persists, I recommend contacting our Payment Support to identify the root cause of this problem. I understand you've tried several times to get help. They have the tools to access your account and do a screen share to help you identify and verify the issue in a safe environment.

Here's how:

Open QuickBooks.
Go to the Help menu, then select QuickBooks Desktop Help.

3. Click Contact Us.

4. Give a brief description of your issue, then click Continue.

5. Choose a way to connect with us:

Start a chat with a support expert.
Select Let's Talk to get a live person.

Our support hours are Monday-Friday, 6 AM to 6 PM PT. You can also contact support using this link article: Contact Payments Support.

Additionally, you can explore these resources to continue processing your payments and find out when the customer payments get deposited:

Our support team will diligently address the issue and fix this as soon as possible. We value your patience and cooperation in getting this resolved. Keep us posted if you have other payment concerns. We'll be around to find ways to help. Keep safe.

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Unable to add user to GoPayment Company account