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britaindtuner
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

I have 2 separate invoices paid using Apple Pay. I received a notification that the clients payment was received. When I checked the invoice it did not show PAID even though I confirmed the funds received throughly merchant account.
11 Comments 11
AlexV
QuickBooks Team

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Hello there, britaindtuner.

 

Good to see you here!

 

It's strange that the invoices are still showing as unpaid even though you received the payment already. The invoices should be marked as paid within QuickBooks just like other payment methods.

 

We have to make sure that we're looking at the right transactions. It's possible that the payments you received were from different invoices you sent.

 

Also, it's best to reach out to our Payments Support Team so they can investigate the reason for this behavior. 

 

I've added this article to learn more about Apple Pay:

Please leave a reply if you need anything else. Wishing you all the best!

shirt kong
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

This has happened to us 3 times so far this week. It's a new problem for us (we don't get a lot of Apple Pay payments usually) and I need help resolving it.

 

I have been using Quick Books for 11 years and we are a 19 person company with a 7-10 day fast turnaround. We require payments/deposits up front to start customer orders so I need payments to attach to their invoices in 1-2 days.

 

Here's what's happening:

I have 3 Quick Books online Apple Pay payments (from 8/10/20 & 8/11/20 and today 8/14/20), that are not attaching from the Quick Books Merchant account to my Quick Books Online account. We get the payment notification email but nothing is there. The invoice is still unpaid and there's no record of it in QB Online.

 

So, I checked my Quick Books Merchant Account and the Apple Payments have been pending in there for 2-4 days. When they finally settle and get a batch ID# they still don't attach to the invoice in my Quick Books Online.  All the other payments in that same batch make it into my Quick Books Online account and attach to their invoices, no problems. 

 

Then I wait and check my bank account, once the funds/that batch is deposited into my actual bank account from my Quick Books Merchant Account - they still don't show up anywhere in Quick Books Online. The deposits in my bank account include the Apple Pay payments so I know we are getting the money. 

 

I got QB Merchant help earlier this week and I was told that the Apple Payments will move/attach to my QB Online account, once they settle, and that I would get another payment notification/email so I'd know, which isn't happening. No 2nd email notification.

 

I just need to know how to turn off Apple Pay (quick fix) or how to resolve why they are not attaching to Quick Books Online. I have no other problems with my QB Merchant account/payments or Quick Books Online. I love you guys and this all has worked out great for us. But Apple Pay has been stressin me out this week, help!

JonpriL
Moderator

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Hello @shirt kong,

 

Even if you already reach out to our Payment support, I'd still recommend contacting them. With their tools, a specialist can pull up and look into your account, securely, and help you trace the status of your payments. To do so, here's an article you can check for their contact numbers: Contact Payments Support.

 

Lastly, I've also included this helpful article that'll help you decide what support to contact for help: QuickBooks Payments or Online Support - Who should I Contact for Help?

 

If there's anything else that I can help you with, please let me know in the c=comment section down below I'll be always around ready to help.

Cold Springs Storage
Level 2

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

I have the exact same problem this past week.  Apple pay invoices are not showing as paid in QB.  However, they do show as processed and deposited in account manager.   I know Apple Pay payments worked last month, because the same customer used that method, and the money made it to the bank, the payment posted, and the merchant services deposit hit the bank properly.   Something's wrong.  I can force the transactions (post and deposit manually), but we need resolution because it caused us to send a late notice to someone who had actually paid.  I currently have 2 Apple Pay invoices that don't show as processed/paid, although the money was deposited.

JonpriL
Moderator

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Hello @Cold Springs Storage and @shirt kong ,

 

Currently, we have an on-going issue where users, like you, whose invoices are not showing as paid when the payment is already posted via the Apple Pay method. Rest assured that we've already informed our engineering team and they're in all hands working to fix this as soon as possible.

 

With that being said, I'd recommend contacting our Customer Care Support so you'll be added to the list of affected users. Once added, you'll receive all available updates about this on-going issue via email message. To do so:

  1. Go to Help.
  2. Select Contact Us.
  3. Enter Apple Pay in the How can we help you with? field.
  4. Click Let's talk.
  5. Select Get a callbackChat, or Call us.

With their tools, a specialist can pull up your account, securely, and share the appropriate resolution while waiting for the suggestions from our engineering team.

 

In addition, here's an article you can read to learn more about the availability of our dedicated support: Support hours and types.

 

Lastly, I've also included this helpful article for ideas about how you can manually receive a customer's payment: Record invoice payments in QuickBooks Online.

 

We appreciate your patience as we're working on this. Please let me know in the comments if you have any other questions.

Mystic Knotwork
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Same issue over the weekend.  I'll contact the Payment Support team as well.

Mystic Knotwork
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

We had the same issue over the weekend, contacting payment support as well.

ponddoctors
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

I am having the same issue. Any payments via Apple pay are not showing paid and remain outstanding unless I manually enter the payment seperatly.

DivinaMercy_N
QuickBooks Team

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Hi there, @ponddoctors.


Currently, there is an on-going investigation about E-invoice payment made via Apple Pay is not showing paid on invoices in QuickBooks Online. As a workaround, you'll need to manually apply the payment to the invoice and record it in QBO.

 

Also, I suggest reaching out to our technical support team so your account will be linked to INV-49461. This way, you'll receive a notification once the resolution is available.

 

Here's how:

 

  1. Go to the Help icon, select Contact us.
  2. From the What can we help you with? field, enter INV-49461.
  3. Click Let's talk and choose Get a call or Start a chat.

 

Also, if multiple people on your team handle customer payments, you have the option to add them to your QuickBooks payment account. For the detailed instructions, please refer to this article: Add users to QuickBooks Payments. This page also provides steps on how to change user payment permissions.  

 

Let me know if there's anything else that you need help with invoice payments. I'll be sure to get back to you.

MPPS1
Level 1

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Apple Pay has been stressin me out

BettyJaneB
QuickBooks Team

How come payments received via Apple Pay do not mark the outstanding invoice as paid?

Thanks for joining us here in the Community, @MPPS1.

 

Allow me to provide updates about marking the payments received via Apple Pay for outstanding invoices as paid in QuickBooks Online.


I'd like to inform you that this issue has been resolved. All payments received after August 18, 2020, will now be marked as paid upon once received. However, for those payments that were transmitted before the said date, you'll need to manually apply them to that invoices that were impacted.

 

If the problem continues to the succeeding transactions, I recommend contacting our Customer Care Team. They have the tools to further investigate the root cause of this matter and apply the necessary fix.

 

To give you more details on how Apple Pay works when receiving payments in QuickBooks Online, please see this link attached: Pay the e-Invoices you send to your customers with Apple Pay.

 

Know that you can always get back to me here if you have any other questions or concerns. I'll make sure you're all set. Take care!

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