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kportgal13
Level 1

Can't receive payments for checks. when I hit receive payments nothing happens when I hit new receive payment there is no prompt to enter customer Any suggestions?

 
3 Comments
ZackE
QuickBooks Team

Can't receive payments for checks. when I hit receive payments nothing happens when I hit new receive payment there is no prompt to enter customer Any suggestions?

Welcome to the Community, kportgal13. I did some research into potential issues with Intuit's Receive Payment feature and have some info to share.
 

Currently, there's no ongoing or solved investigations about this. I went ahead and accessed our QuickBooks Online test drive account to see what results are received when selecting the Receive payment option on my ADD NEW screen. Upon clicking it's title, the Receive Payment window loaded up as normal, presenting me with the Customer drop-down menu where I was able to select a customer and proceed.


Since you're experiencing a couple different issues here, one being when you try to receive payments nothing happens at all, while other times when you attempt it will work but not display options to select a customer, I'd recommend checking the browsing application being used. It's possible this could have something to do with temporary internet files. You can open a private window and try repeating the same process to see if it works.
 

Here's how to access incognito mode in some of the most commonly used web browsers:

  • Google Chrome: Ctrl + Shift + N
  • Internet Explorer: Ctrl + Shift + P
  • Mozilla Firefox: Ctrl + Shift + P
  • Safari: Command + Option + P


If you're able to access the Receive Payment window with no problems and see your Customer drop-down menu, it's safe to say the browser is causing the issue. You can fix it by clearing cached data and Intuit-specific cookies.
 

In the event you are still unable to access this screen after completing the troubleshooting steps above, please get back with me so that I'm aware. I'll be here to continue helping. Have a wonderful Friday!

kportgal13
Level 1

Can't receive payments for checks. when I hit receive payments nothing happens when I hit new receive payment there is no prompt to enter customer Any suggestions?

I tried clearing the cache and using incognito with no success

RaymondJayO
Moderator

Can't receive payments for checks. when I hit receive payments nothing happens when I hit new receive payment there is no prompt to enter customer Any suggestions?

I'm here to route you to the right support to help resolve this issue, @kportgal13

 

I appreciate you for performing the troubleshooting steps provided by my peer above. Since these didn't work, I'd suggest contacting our Customer Support Team. They have the necessary tools to determine the root cause of this issue and help you fix it. This way, you'll be able to receive customer payments for checks in the program. You'll first have to review our support hours to ensure they can assist you on time. I'll guide you how. 

  1. Go to the Help menu at the upper right. 
  2. Select Contact Us
  3. Enter Can't receive payments for checks although I've already performed basic browser troubleshooting steps in the What can we help you with? box. 
  4. Click Let's talk
  5. Choose a way to connect with a live agent. 

 

Once resolved, I recommend running the Invoices and Received Payments report from the Reports menu. It helps you view all the invoices and their associated payments within a particular period. Just enter the same name in the Search box to access it. View the screenshot below for your visual reference. 

 

Please know that I'm here anytime you need anything else. Keep safe always, @kportgal13

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