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theflooringguy
Level 2

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

Anyone else having difficulty with the new update in Quickbooks Mac 2020 Desktop? V19R4 Any credit card transactions over $999.99 will only record a deposit of the first numeral in the transaction amount.  So if you process a transaction of say $2500.00 it will create a deposit for only $2.00 or if you did a transaction for say 4,290.32 QB will only make a deposit for $4.00.  Very frustration since the only reason to use intuit merchant services is for easy integration of deposits.  The total deposits that are deposited into our bank account are correct.  Its not the merchant account but rather a glitch in the way QB received the info from the "Record Merchant Service" feature.  I have tried deleting the deposit and retrying and no luck.  Been on the phone with both Merchant services and QB Tech support for 3 hours total, although they are very nice and try to be helpful but their only solution is "Were not sure what is happening but will let our backend team know there might be an issue" "We will call you when we can find an answer". But alas no calls.  I can manually make deposits but that is not why I chose to use intuit in the first place.  Happy with it otherwise but its a bit confusing and frustrating.  Hoping someone else has a solution? Apparently "Others" have called in similar issues according to tech support.  thanks! 

6 Comments
MaryLurleenM
Moderator

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

Thank you for informing us about this, theflooringguy.

 

Our product engineers are still looking into this. As of now, there's no investigation number created. I'll update this thread once we have it.

 

Recording it manually is a good idea. We hope for your understanding and patience on this matter.

 

Let me know if you have other concerns, I'll be here to help you out.

theflooringguy
Level 2

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

the problem is still happening on our transactions over $1000.  its getting old having to manually enter all our credit card transactions one by one.  Is there any updates on this issue yet?  

FritzF
Moderator

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

Thanks for getting back to us, @theflooringguy.

 

 As much I would like to help verify the status of this issue, I am unable to do it here in the Community without asking for account details. I don't want them to be displayed here for security purposes.

 

That said, I highly suggest contacting our Merchant Support team and provide the case number created from your previous interaction. They have the tools that can pull up your account in a secure environment and check the notes in the case, as well as its status.

 

Please refer to this article and proceed to QuickBooks Desktop with Payments section to get their most updated contact information: Contact Payments Support.

 

I want to make sure everything is taken care of for you, so let me know if you have any other issues or concerns in the comment section. Have a wonderful day!

bchannah
Level 2

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

I'm experiencing this exact same issue. Intuit please keep us posted!

MariaSoledadG
QuickBooks Team

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

Hi bchannah.

 

We haven't received related reports about deposit issues in QuickBooks Desktop 2020 for Mac. As mentioned by my previous colleagues, you can contact our support team to investigate this further. This way, they'll be able to check if other users are also experiencing this aside from those users who posted on this thread. They also have the tools to pull up your account in a secure environment.

 

Here's how to reach them: 

  1. Go to the Help menu and select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Give a brief description of your issue and click Continue.
  4. Select either Talk to a Specialist or Message an Agent. 

In case you want to match your bank transactions, please check this article for more information: Add and Match Bank Feed Transactions in QuickBooks Desktop.

 

Please touch base with us if you need further assistance. I'd be happy to help.

bchannah
Level 2

Quickbooks 2020 Desktop Mac Merchant Deposit Glitch

I appreciate you getting back to me, but my past experience with contacting your support team is exactly as OP described—I spend several hours on the phone, they finally decide it actually is a bug in the software (I've been a QB Mac customer for over a decade, so I've experienced a LOT of bugs), they say I'll get a call or email and I never do.... I've had much better luck getting your dev team's attention by posting here!

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