Merchant Services

I know that this hasn't been easy, @ns21. 

I would also feel the same thing where Merchant Services has not been downloading or matching transactions for almost two weeks. I'll take note of your experience with our customer support so we can submit proper feedback to our Management Team. We'd like to have this opportunity to help you in a more timely and efficient manner in the future. 

At this time, this is still n ongoing issue where Merchant Service Deposit (MSD) is stuck in "Please wait... We're matching your deposits to Quickbooks desktop records." In this case, I'd suggest contacting our To speak with one of our agents from the QuickBooks Merchant Support Team, please check out this link: QuickBooks Online with Payments & Merchant Service Center. From there, they'll add you to the list of affected users and will send you an email notification once there's an update on this case. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

I also encourage you to review some of our commonly asked payment questions through this article: QuickBooks Payments FAQ. Visit our QuickBooks Payments page for more insights about managing your customer payments on your account.

I'm just one post away if you need a hand with processing customer payments or any QuickBooks related. I'll be here to ensure your success. You have a good one. 

Is there an ETA for the fix?

Hello there, ns21.

I appreciate you for getting back to us here in the Community. Allow me to chime in and share some information about matching transactions in QuickBooks. 

This issue has been reported already and our engineering team is working to resolve this for you. Right now, we're unable to provide an estimated time on when it will be fixed. No worries. We'll update this post once we receive an update.

I'm also including some additional info on Merchant Service Deposits in QBDT:
 

• Record Merchant Service Deposits.
• Duplicate entries when downloading merchant service deposits into QuickBooks.
• Connect your Payment Account to QuickBooks Desktop.

You can get back to me anytime you have additional questions about Merchant Services. Take care!

The error that is occurring in Merchant Service Deposits (stuck on “Please wait… We’re matching your deposits to QuickBooks Desktop records”) showed up with the last update (QuickBooks Desktop 2020 R14).  I have reinstalled the QuickBooks software and by reinstalling the update components individually have isolated the error to the “maintenance” component of R14.  I have also run the various utilities from the QuickBooks Tool Hub, with a full reboot between each run, and that did not fix the problem.

We want this fixed as much as you do, @since2007. 

As of now, our engineers are still investigating the cause of the issue. Rest assured, though, that they're doing their best to come up with a fix as soon as possible. 

I recommend contacting our  QuickBooks Payments Support Phone Team. so that you can be added to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. 

I suggest you open this article as well: Process payments in the Merchant Service Center. You'll find steps on how you can process a credit card and an eCheck. 

I'm also including some additional info on Merchant Service Deposits in QBDT: Record Merchant Service Deposits.

I'm just one post away if you need a hand with Merchant Service Deposit or any QuickBooks-related. I'll be here to ensure your success. You have a good one. 

It's Friday May 20, 2022. Do we know yet when this will be fixed? Thank you

It's Friday, May 20, 2022.

Do we have an update as to when this will be fixed yet?

Thank you!

Can you please send your engineering team a note and ask for a status update.  Without the ability to download and match payments and deposit, your merchant service is not worth the hassle.

Could you tell me how to do that please? Thank you!

Hello, MLA.

I understand it's been a few days and you still haven't heard or received any updates for your customer payment downloaded in QuickBooks Desktop. I'll provide some updates on this matter.

Our engineers are currently working to resolve this issue. They have already identified the problem, which is caused by the Internet Explorer browser, which Microsoft no longer supports. We're unable to provide a specific timeline for when this will be fixed. At this time, they're still working on switching the browser from Internet Explorer to Chrome.

If you haven't been added to the list of affected users, please contact our Payment Support team. They have the tools to look up your account and put you on the list, so you'll get an email notification once the problem has been resolved.

In the meantime, you can consider manually matching and recording your customer payments. I'll show you how.

Step 1: Turn off automatic matching.

1. Go to the Banking menu and select Record Merchant Service Deposits.
2. Click Change your deposit settings.
3. Turn off Auto match & record setting.
4. Hit Save.

Step 2: Manually match and record payments.

1. Go to the Banking menu and select Record Merchant Service Deposits.
2. Click the Add payments to record tab.
3. Hit the small arrow icon ▼ next to the first deposit on the list.
4. Review the payments in QuickBooks.
5. Choose Add payments in the Action column to add payments to the bank deposit.
6. Compare the deposit total in QuickBooks with the deposit for that day on your bank statement.
7. When everything matches, select Save and close. 
8. Review each bank deposit on the list.
9. When you've added all the payments in QuickBooks to a bank deposit, hit Record deposit.

The deposits you make are saved under the Recorded tab. Each deposit made in QuickBooks should correspond to the deposit made on your bank statement for that day.

For future reference, I'm also including this article about how to fix issues when the downloaded or recorded payment can't be matched: Fixing error in Merchant Deposits.

If you have any additional questions or concerns about your payments, please let me know and I'll gladly answer them. Do you want to do something else in QuickBooks or the Merchant Service Center? If so, please lay down what you need to do and I'll guide you.

I have Quickbooks Accountant Desktop 2020. But I did try what you suggested, but it did not work. As the payments are not even loading into the "Add payments to record" screen for me to pick manually. How do I get the payments to load? Thank you

Also, when I click on your link "Payment Support Team", it does not work. How do I contact my Payment Support Team please?

"Please wait... We're matching your deposits to QuickBooks Desktop records"

We are having the same issue here. It began happening after Quickbooks 2020 Pro installed the latest update. Luckily until today I avoided installing that update on one of our other workstations and could still process merchant deposits. Unfortunately today Quickbooks forced me to install the update now that workstation no longer processes merchant deposits.

I'm in chat with Intuit now as instructed to 'notify' them we are also having the issue. This seems pointless and it taking valuable time.

Mark

Trying to notify someone about this issue is a joke. I was in chat for 30+ minutes and got nowhere. I told them you said to notify Intuit we were having this same issue and they wanted to know what I did to try to correct it along with several other questions. When it takes 3-5 minutes to wait for a reply to your text, it can get pretty frustrating.

Mark

We also are having this issue.  I have called twice when i called last week i was told it would be fixed in an update on Friday.  There has not been an update.  This is not good service.  It has been almost a month since the issue started.  Quickbooks this needs to me priority!  

I'm in IT so this was easy for me to do but this has been my work around until Intuit issues a patch...

I created a Windows 10 virtual machine so I'd have a clean Win10 install to work with.

I installed my original download of Quickbooks 2020 R6 then unchecked auto updates so it wouldn't update.

This allowed me to open my existing company file and perform merchant deposits. Quickbooks did nag about opening a company file formatted for a newer version of Quickbooks, however, it still worked. When I'm done with the merchant deposit I close Quickbooks on the virtual machine then open it on my workstation and carry on as usual. I'm only using the virtual machine to process the merchant deposits.

It's dumb that I have to do this but it beats manually entering the credit card transactions and deposits.

Mark

We tested the Merchant Services Deposits function in our QB Desktop 2020 Premier yesterday and the error:

“Please wait… We’re matching your deposits to QuickBooks Desktop records” is no longer appearing, and the records matching function is now working again.  We did not download any QB software updates so the fix seems to be internal to QB. 

Keeping our fingers crossed...

I just tried it and it worked for me also. YAY!

So much for getting notified about the fix... What a racket.

Mark

I didn't get notified either despite being told by three reps that I would.  Poor service.

This isn't the experience we want you to have, ns21.

I understand how you feel, especially after being told that you'll be notified once the problem has been resolved. I checked on it, and I see that our engineering team is still working on it. Since the transition is done in waves, you may be among those who have not received a notification.

In the meantime, you can turn off the Auto match & record function and re-launching the Merchant Service Deposit (MSD).

Here's how:

1. Go to the Banking menu and select Record Merchant Service Deposits.
2. Click Change your deposit settings.
3. Turn off the Auto match & record setting.
4. Hit Save.

After that, you can close QuickBooks and ensure you have the most recent QuickBooks Desktop release. I also encourage you to contact our QuickBooks Support once again so you'll be added to the current investigation. This way, you'll get an email notification once it's fixed.

I'll keep an eye on this thread and will provide updates once the transition has been done for all. Have a great day.

Hi all,

Any resolution or updates on this issue? 

We have been having this same issue for several weeks.  We cannot download transactions from the Merchant Center into our QuickBooks (Premier Non-Profit Edition 2020).  I spent a couple hours on the phone with the Intuit Help Center, the work-arounds don't work, and we have been added to "the list."

I am getting very anxious as we are trying to close the books for our fiscal year that just ended (8/31/22) and launch our required semi-annual audit.  The fall months will become extremely busy, and not having this capability to download payment and deposits adds hours to my workload.

What's up Intuit???

Kim

Good news, Kim_2022.

The unexpected behavior of Merchant Service Deposit (MSD) stuck in "Please wait... We're matching your deposits to QuickBooks desktop records." has been resolved in the latest release of Payments.

The root cause was a migration of the software from Internet Explorer to Chrome.

To make sure things are working properly for you, please update to the latest release by clicking Help, select Product Name, then Update Now.

Here's what’s new and improved in the latest updates for your version: Release notes for QuickBooks Desktop 2020.

If you're still getting the same results after the upgrade, I recommend getting back in touch with our QuickBooks Desktop Live Support Team. I know you've already contacted them. However, they can provide additional instructions and add notes to your cases.

Let me know how the contact goes by commenting below. I'll be around whenever you have follow-up questions.

Nearly a year later and still having the same issue.  Payments will not automatically sync and manually adding payments will not work.

Thanks for following up with the Community, ns21.
 

I've reviewed our investigation and can confirm it's been closed as resolved. Our Product Investigations team believes this is caused by an invalid character being entered in customer names, memo fields, or in bank names in the Chart of Accounts.
 

Since you're still encountering a "Please wait... We're matching your deposits to Quickbooks desktop records." message, I'd recommend checking each of these areas in your books and confirming there's no illegal characters. The only known character to cause this issue is quotation marks (").
 

If you locate any characters like this in your customer names, bank names, or memo fields, you'll want to try removing them, and see if this allows you to bypass the "Please wait..." message you continue seeing.
 

In the event you don't see any illegal characters in these areas, or you've removed them and aren't seeing any difference in the message that's displaying, I'd recommend getting in touch with our Customer Care team and referencing the investigation's case number (INV-70624). They'll be able to pull up your account in a secure environment, conduct further research with you, and look into reopening the investigation if necessary.
 

They can be reached while using QuickBooks.
 

Here's how:
 

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field, then hit Continue.
   
   
    
4. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.
 

I'll be here to help if there's any questions. Have a wonderful day!