We get a "token request" pop-up every few days. We log out and sign back in, but despite the pop-up and customer support saying a token should only be requested every three months, it is usually less than a week. For example, it happened on 3/22/2022 and 3/27/2022. I have called customer support and explained the problem, and the support person reads to me from a script that we must log and sign back in. There is not always an Admin here, and this is causing many issues. We are VERY frustrated---we have been dealing with this issue for months.
I'll assume that you're referring to the token expiration in QuickBooks Point of Sale. I'm here so I can help you in fixing it.
It is true that you will now be prompted to log into your merchant services account to refresh your payments token and verify your account credentials every six months. Ideally, there's a reminder one month before it expires. You must refresh it to continue processing a credit or debit card payment in QuickBooks Point of Sale (POS).
You'll want to update the version of your POS. You can follow the steps in this article: Update Quickbooks Point of Sale. This is to ensure that you installed the new updates and patches of the software.
I added this link if you need a reference in handing the tokens in POS: Merchant Services in Point of Sale with MFA and Token expiration.
If you have other questions, please let me know. Do you need a hand in QuickBooks Point of Sale? Just say the word and I'd be glad to help you out.
Hi Alex! Thank you for your reply. However, it doesn't address our issue. The problem we have is that we are being required to refresh our payment token far more frequently As in the example I gave in my original query: we refreshed on 3/22/2022, then were required to do it again on 3/27/2022. This
The demand to log-in is not preceded by a "one month reminder"---the pop-up window appears randomly.
We have called to telephone support multiple times, and are read a script that pretty much is the same as your reply---again, not addressing the issue that we are continually being forced to "refresh our token" at a frequency far greater than QB supports says is necessary.
We are a small store staffed by volunteers. Admin is not always available to enter their sign-in and password. This issue is costing us financially.
Note: Our software updates are all installed.
Thank you for your reply, Alex, but it is not addressing our issue.
We are receiving demands for the "refresh of token" within DAYS, not every 6 months. The pop-up window is not preceded by a one month reminder. It appears randomly. We really need assistance. Administration is not always available to sign-in, and we lose our ability to process credit cards. Providing the sign-in information to everyone who works the register seems to be counter-intuitive to this "security validation".
All our software updates are installed.
We could really use some help here. Multiple calls to telephone support has not been useful.
I’m here to turn around this experience, @CCM1986.
I recognize how processing credit card transactions would be helpful for you. I also understand your needs to access your account so everyone who works with you can continue to work.
I’d like to let you know that we have an open investigation about this matter. Rest assured that our engineering team is already working to figure out a solution.
As much as I’d like to assist you further, I can’t do so because the Community is a public forum. Considering that your concern might require an exchange of account information, I suggest you contact our Point of Sale Support Team. This way, you'll be added as one of the affected users.
They also have the tools available to investigate what's causing this behavior. Don’t worry, you’ll receive a notification once the fix is available. Just make sure to check our support hours so you can contact us at a time convenient to you.
You’ll want to consider this workaround. To do so, kindly follow the steps below:
Once done, try to process credit card transactions again.
I’ve added these links to help you with handling POS:
Please know that you're always welcome to post if you have other questions about POS. The Community team will always be here to help.