Has anyone else had this issue? When I try and enter a credit card in the customers account, it says that the number is incorrect when it's not.

Hi there, @10steps. Let me share with you some insights about adding credit card information to your customer's profile.

From the Customer information window, you should be able to add the customer's credit card details under the Payment and billing section. To avoid issues, make sure that the information from the Credit card number, Expiration date, Name on card, Street address, and ZIP code fields are all precise to avoid issues.

If you're still getting an error message that the number is incorrect, I recommend adding the customer's credit card through a private window. This is to check browser-related issues while working with QuickBooks that may affect this behavior. 

You can use either of these keyboard shortcuts to save you time: 

• Google Chrome: Ctrl + Shift + N
• Safari 11 or newer: ⌘ + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P

If it works fine, go back to your original browser and clear its cache to start fresh. You can also use another supported and up-to-date browser to narrow down the result.

For more tips, while modifying your customer's billing information, you can open this article: Edit a customer's credit card information.

Once the card is added, you can now let your customer pay his or her invoices online. I'm adding these links as your reference:

• Connect your QuickBooks Payments account to QuickBooks Online
• Process a credit card payment in QuickBooks Online

If you have any other follow-up questions while entering credit card information in your customer's profile, let me know by adding a comment below. I'll get back to you as soon as I can help you again. Have a great weekend!

Thank you for such a comprehensive answer!  I tried doing it in an incognito window, and it didn't work.  It is still giving the "you didn't enter the credit card information correctly" error.  I have been using this same computer to do this function for years without a problem.  I am wondering if I have suddenly become dislexic or something.

I appreciate your prompt response and for performing the recommended troubleshooting steps, @10steps.

I can see the urgency of getting your issue about  entering customers' credit card info in QuickBooks Online (QBO) resolved. That's why I'm here to guide you on the next actions you need to help take care of this matter.

When adding a customer's card information, Intuit will perform a quick validation on it. Since the Community is a public forum, and we'll need to collect some personal information to pull up your account, I encourage you to reach out to our Customer Care team. They have all the tools to investigate this matter and guide you with a fix. To do this, here's how:

1. Sign in to your QBO company.
2. Go to the Help (?) menu.
3. Select the Search tab.
4. Click the Contact Us button.
5. Enter a brief description of your concern in the What can we help you with? field.
6. Select Continue.
7. Choose a way to connect with us (Send a message or Get a callback). 

Also, to further guide you in managing your customer information and sales and income transactions in QBO, I'd recommend checking out this article: QuickBooks Online Help Articles.

Keep me posted if you have other concerns about managing customer accounts and sales transactions in QBO. I'll gladly help. Take care, and I wish you continued success, @10steps.

I've been having the same issue! Had a QBs from Support screen sharing with me and we tried all the things mentioned but it still gave us that same box asking if I entered the information correctly, which I did. Nothing worked and this  isn't the only time its happened lately ! The customer ended up paying online by clicking on the invoice. Guess what, the same Exact information I was trying to enter is what she used and it went through for her but not me. This is getting Very Frustrating !

I appreciate you for letting us know about your experience with the support, t4357.

I understand the urgency of your concern about entering credit card in your customer's account. The steps shared by Angelyn_T are the basic troubleshooting options to fix it.

Since you're still experiencccg the same issue, I suggest contacting our support. I know that you've already reached us for the same concern, however, this needs further investigation to come up with a fix. For instructions on how to reach us just follow the steps shared by the previous represntatives.

The availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

I'd also like to share these easy-to-access articles, webinars, and video tutorials that will help you in familiarizing the different tasks, features, and functions of QBO. Below are the following:

• All QuickBooks Tutorials.​
• QuickBooks Webinars.
• Help Articles.

Be sure to get back to me if you have other concerns. I'll be here to assist you further. Wishing you well.                                                                                                                                                                                                                                                                                                                              

I've contacted Support on this same issue at least three times in the last few wks. Each time, I'm on the phone with them for at least 2 hrs with no resolve to the issue. So, unfortunately you're suggestion of contacting Support doesn't help me at all. I have a case number from Support this last time. But still waiting on hearing if the techs, that where it was last sent to,  were able to fix this issue. I checked today by entering the customer's card info and the box still pops up. Our company has been using QBs Online since 2014. We know how its suppose to work. When QBs switched to the new customer details form for us to fill out; I explained that when we click on 'check' as a form of payment, no box opens up to even enter the checking act information like it use to. I had asked Support about that too and they're just as baffled as I am about it. Very frustration to say the least!

I'm experiencing the same thing and it is beyond frustrating. QuickBooks needs to find a resolution for this. I've narrowed it down to that it only happens when a customer is trying to use a MasterCard. I've never received this error with Visa, Discover, or Amex. This appears to be an isolated MasterCard/QuickBooks issue.

Thank you for joining in on the thread, jestep10.

Payment errors can cause delays and have a financial impact on a business, so I'd definitely feel the same way if I were in your situation. I also appreciate your effort to be able to determine that this only happens with Mastercards. Rest assured we'll look into this issue so your customers can use their cards when making a payment.

I actually got help to review your records and found out that you have already contacted our Support team about this issue. I just want to know if this is already resolved on your end or not.

Thanks in advance.

Im having the same issue. .Cleared my cache.. Tried in incognito mode.. Nothing fixes getting the following error.. . This is extremely irritating. 

Did you enter your credit card info correctly?

Hello there, @mgangon. I realize the necessity of getting this handled as soon as possible. Also, I appreciate you're effort in trying all the possible troubleshooting steps to fix this issue. Let me share some updates about this matter.

The incorrect information you submitted is shown by the error message you are receiving. When inaccurate or erroneous credit card information is entered into a customer's profile, this occurs. The profile is locked and won't take any new credit card information after repeated attempts to submit inaccurate or invalid information. Check the credit card information twice and wait 24 hours before attempting to enter it again.

If the issue persists, I'd suggest reaching out to our Technical Support Team. That way, they can check into your account in a secure environment and investigate further about the issue. Here's how:

1. Go to Help.
2. Select Contact Us.
3. Enter your concern, then select Let's talk.
4. Choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.
  
  

• Take and process payments in QuickBooks Online
• Void or refund customer payments in QuickBooks Online
   

For additional queries, feel free to leave a comment below. I'll be glad to assist you at any time. Take care!

I am receiving the same error - and the QB rep said because you can not use your clients CC when you are logged in under your company file. Is this pistil accurate? SO you need to make A NEW QBO LOG IN FOR YOUR CLIENT FIRST? that defeats the purpose of use being the admin and advisor for our client, Please advise. 

Hello there, @Akuraczea.

If you want to add your client to your QuickBooks Online Accountant and sign them up for QuickBooks, please follow the steps below. 

1. Select ProAdvisor discount in the QuickBooks section to enroll your client in your ProAdvisor Preferred Pricing plan.
2. Review the available QuickBooks and payroll products in each section.
3. Choose the products you want your client to subscribe to.
4. Select the Make me the Primary Admin checkbox if you intend to do admin tasks for your client.
5. Select Save.

Moreover, if your client wants to pay for their own QuickBooks subscription, you can offer them a direct discount and allow them to handle their own billing and subscription. To do that:

1. Click on Direct discount under QuickBooks section. This offers your client a discount, but they are still responsible for paying for their own QuickBooks subscription.
2. If you want to do admin work for your client, check the Make me the Primary Admin checkbox.
3. Select Save.

However, if you don't have a QuickBooks Online Accountant, I agree that your client should first create their own account. To help them select the product that best suits their needs, you can send them this article: Choose a QuickBooks plan.

This article will help you learn how to manage clients and review charges: Manage your ProAdvisor Preferred Pricing plan and ProAdvisor discount clients.

If you have further questions about handling your clients or your QuickBooks Online subscription, please feel free to post in the Community. We're available 24/7. 

I am having the same issue. I tried the incognito and clearing my cache. Nothing is working. the error I am getting is :

Did you enter the card info correctly? Make sure your credit card info is correct and try saving again.

Yes.  Having the same issue as everyone else is describing.  I'm entering the card number correctly and QB recognizes  it as a VISA but says "did you enter the number correctly" and I did.  This is happening with 2 different client's credit cards.  One I've used before and the other I haven't. 

Hello there, @away. I'm here to provide some details about the error you received when adding a customer's credit card info in QuickBooks Online (QBO).

In QBO, you're getting an error "Did you enter your credit card info correctly? Make sure your credit card info is correct and try to save again" when the risk/security blocks the merchant from attempting to store credit card details in the Wallet due to too many previous failures in a short period. Our engineers have determined this is working as designed. 

That said, I encourage you to send feedback to our product developers to share your insights and suggestions about this feature. Here's how:

1. In your QBO account, select the Gear icon.
2. Next, choose Feedback and enter your product comments.
3. Then, select Next to submit.

Once done, visit our QuickBooks Online Feature Requests website to track your submitted feedback. 

Feel free to post again here if you have any other concerns about managing your customer's info. I'll circle back here to assist you further. Have a good one. 

I'm having the same issue began just before/around 12/1/23 and is still broken, supposedly we have a support ticket but its been two weeks and have heard nothing.  We cannot save any credit card or merchant account payment info on any of our hundreds of recurring monthly sales receipts.  We can also NOT even save the recurring preferred payment method and card credentials under the edit client screen either.  Every time we try (with multiple confirmed accurate correct customer cc numbers, expirations, address, etc.  It always gives us this response error screen...

Did you enter your credit card info correctly?

I know this has been challenging on your part for quite some time.

On top of that, we appreciate your effort in connecting with our support and being able to create a ticket to find a fix for your customer's payment account info.

However, we recommend contacting QuickBooks Merchant Support again, to acquire updates to your ticket. Moreover, they have the complete resources to pull up your account in a safe environment. 

You might want to check when QuickBooks deposits customer payments into your bank account. You can read this article: Find out when QuickBooks Payments deposits customer payments.

For additional questions about managing your customer payment info, don't hesitate to reply to this post. I'll here willing to assist you. 

Bryan- I understand you work for QuickBooks and represent Intuit…so I must ask, why even reply to my message if you’re not going to help or say anything relevant at all?

Supposedly there is an invest open for this issue #88958 per the merchant support person I just spoke with.  She said there's nothing she can do and has no eta for their fix.  We're stacking up thousands of dollars in payments we are due that we cannot bill customer cc for.  going on 3 weeks now...

We have the same problem with Mastercard credit cards and Quickbooks Online. Today is the first time I experienced this issue and our workaround was to process the customer's credit card using PayPal Virtual Terminal. Not an ideal situation, but the CCV, Zip Code aren't required by PayPal. Until Intuit fixes this problem this will be our temporary solution.

I have the SAME PROBLEM and they don't fix anything. No solutions from their support staff either.

This software is a mess and they don't even bother fixing an important issue!!!
What the hell Inuit?

How can I remove the current card and add another one for a customer?

How can I edit the card without that error?

I have been waiting for days and no response nor solution to the problem. 
This is important for my business!!!!

Did you get this fixed in some way? we have the same issue and the crappy Intuit support doesn't fix anything!! this is rediculous...

It can be a challenging situation to experience, @citation79. 

Upon checking, we have an ongoing investigation about the inability to add credit card information from your customers' profiles in QuickBooks Online (QBO).  

Therefore, I recommend contacting our support team. This way, you'll be listed as one of the affected users. You'll be notified about the course of this investigation accurately.   

Here's how: 

1. Go to the Help (?) icon.
2. Choose either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. Or, you can still Talk to a human. 
• Search: Search the QuickBooks Online knowledge base directly, or click Contact Us and choose a way to connect with us:
• Start a chat with a support expert.
• Get a callback from the next available expert.

In the meantime, refer to this article to learn more about managing your chart of accounts in QBO: Disconnect accounts connected to online banking in QuickBooks Online. 

We cannot even imagine how hard this must have been, @citation79. Rest assured that a team of engineers is actively working to find a fix to this issue. We value your understanding during this situation. Keep safe! 

No nothing, no solution not even any progress OR even the courtesy of an update. every time I call in (after 30mins of prompts and clearing cookies and other useless tasks) they say sorry we don’t know why our system isn’t working, then I ask for an ETA and they say they don’t have one.