Dear QBO team,
We need to talk. Again.
My client uses recurring sales receipts with cards on file—something your system is supposed to handle reliably. The card is entered. It's verified. The sales receipt is scheduled. The green light is on. Everything looks perfect. And yet… sometimes the payment just doesn’t run. No error. No flag. No explanation. Just silence.
And this isn’t new—I’ve reported this multiple times over the past year. I’ve spent hours on the phone going through the usual script (“Yes, I know how to use a mouse.” “Yes, the green light is on.”), only for your reps to eventually admit that yes, the transaction should have processed… but didn’t. And no, they can't tell me why.
Here’s what this bug means in the real world:
1) I have to manually click into every single recurring sales receipt—even though it was “set and forget”—to verify that the card actually processed. If the card last 4 and account funds deposited to isn't there, I know it failed to process.
2) Today, yet again, I found a scheduled payment that just… didn’t happen. No notification. No reason. Just sitting there like it’s waiting for divine intervention.
This is not a small glitch. This is a core function—collecting money—failing randomly. When payments don’t run, we risk delayed income, missed deliverables, and in some cases, damage to client trust.
I’m no longer asking whether this is a known issue. It clearly is. I’m asking:
1) What exactly is being done to identify the root cause?
2) What systematic checks or alerts can we implement so we’re not left guessing? or worse, thinking our customers have paid and delivering goods?
3) Why does QBO continue to treat this like an isolated issue when multiple users have reported it?
Frankly, if QBO can’t be trusted to process a scheduled card payment, it’s not bookkeeping software—it’s a liability. And while I’m still doing your QA job for you, I’d appreciate an answer that doesn’t start with a script.
Please escalate this. This is unacceptable.
