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cyndi8
Level 1

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Received emails from QB when the credit card payment was under review and then an email when credit card payment review was cleared and payment was made to my bank account. I matched the deposit to the payment but invoice still shows in review.
9 Comments
Rea_M
QuickBooks Team

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Hello there, @cyndi8.

 

Currently, we have an ongoing investigation about invoices showing Paid (In Review) status even after the payment is already deposited. Rest assured that our product engineers are actively working to get this issue fixed as soon as possible.

 

In line with this, I'd recommend contacting our Customer Care team. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-53165 to our representative as your reference.

 

You'll first have to check out our support hours to ensure we can assist you on time. In case you want to talk to one of our representatives to relay the issue, you can request a callback. Here's how:

  1. Go to the Help menu.
  2. Choose Contact Us
  3. Enter your specific concern in the What can we help you with? box. 
  4. Click Let's talk
  5. Select Get a callback.
  6. Enter your contact details. 
  7. Click Confirm my call

 

I've attached a screenshot below for your reference.

 

In the meantime, I'm adding this article in categorizing your payment transactions accordingly. This way, you can keep your account and financial data accurately. You can refer to this article for the detailed steps: Categorize and match online bank transactions in QuickBooks Online. It also includes details about excluding personal or duplicate transactions.

 

Feel free to leave a comment below if you have follow-up concerns about managing payment and sales transactions in QBO. I'll be right here to help. Keep safe.

 

Emily37
Level 1

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

I am having the same issue. Has there been any progress on a solution? 

MonicaM3
Moderator

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Hi @Emily37,

 

I appreciate you checking in with the Community. At this time we’re still working on getting this investigation resolved. We’d love to keep you informed on the most current updates, I’d recommend contacting our Support team and having them add your company to INV-53165 following the instructions in the answer directly above your post.

 

Feel free to let me know if you have any other questions or if there is anything else I can help with, I’m just a comment away!

useraccounting6
Level 2

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

We have the same issue with 3 Invoices all dated December 15th, 2020.

Has there been any progress in resolving this issue?

Rose-A
Moderator

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Allow me to provide updates regarding this issue, useraccounting6.

 

For now, we are still investigating this unexpected behavior. Our engineers are all hands on deck working together for an immediate fix to sort everything out.

 

In case you haven't added to the list of affected users, I'd suggest coordinating with our Support Team to get the latest news regarding the investigation.

 

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM on Saturdays. Here's how to contact us:

 

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.

 

In the meantime,  I recommend editing, assigning, and categorizing your other transactions. Also, you can match them to the existing entries in the software. Just go to the For Review tab from the Banking menu. Doing so will help you ensure the accuracy of your financial records.

 

Please extend your patience while we're working on the permanent fix. Don't hesitate to drop me a line if you have other questions about QuickBooks. Have a good one.

SandiMo7
Level 1

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Any updates here? I have the same issue.

Ryan_M
QuickBooks Team

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Hi @SandiMo7,

 

Thank you for joining the thread.

 

The investigation for this specific issue is still open at this time. I suggest you contact our Technical Support team, so they can add you to the list of our affected users. This way, you can receive an email notification as soon as there's an update available. You can follow the detailed steps provided by my colleague @Rose-A above.

 

I'll share this article with you: Deposit payments into the Undeposited Funds account in QuickBooks Online. It's a detailed guide about how you can place your customer payments together in the Undeposited Funds account. You then deposit them in bulk, to match what you have in your online bank statement. 

 

Tag me in your comment below if you have other questions about this issue in QuickBooks Online. I'll be glad to assist you further.

loaysh
Level 1

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

I have same issue with one of invoices. 

MirriamM
Moderator

Customer paid online. Qbs held for review and then release payment. Invoice Tab. Invoice shows Paid In Review after matching to deposit. How can this be cleared?

Hello there, loaysh.

 

The issue about Customer payments listed as Paid (In Review) do not update to Deposited has been resolved for QuickBooks Online. In your case, since you still have this unexpected behavior, I would recommend reaching out to our Customer Care Team. Our representatives can send another request to escalate this to our engineers for investigation. 

 

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours so, you'll know when agents are available.

 

For more details in viewing your sales transactions' status, refer to this article: View sales transactions.

 

If you have additional assistance while managing your transactions, let me know. I'll be around to provide further assistance. Have a nice day.

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