Ugh! In mid-January of '22 I started experiencing this problem. It's been going on for 3 months now. The first service person told me I needed to upgrade to the newest version of Quickbooks Desktop. I did, QB Desktop Pro Plus 2022. The problem still persists to this day despite the aid of numerous tech support personnel and an estimated 12-15 hours of time spent on the phone. The issue:
I open the Record Merchant Services window. Transactions display but show as not having been matched and requiring manual matching (all of my online payments are via Intuit Payment Network's ACH transfer, I don't accept credit cards). On inspecting Customer records all of the transactions have been matched to their correct invoices, invoices are shown as PAID and the transactions appear in the Make Deposit Window queue. In other words, the matching is functioning correctly, but not clearing the transactions from the Record Merchant Service Deposits window and the deposits (though they do end up in the bank) have to be manually batched and cleared via the Make Deposit Window, rather than the automated process that occurred before mid-January. This last step is important for bank statement reconciliation. (One maddening aside is that approximately 1 out of ever 30 transactions does complete the process completely. Total mystery as to why.)
Since discovering the problem I have changed numerous settings, made many updates, changed my password, worked through the Tool Hub to clean up files, started and restarted, etc. all while having my hand held by QB Tech support. The result is that now if I close the Record Merchant Service Deposits window and reopen it the transactions have cleared from the Record Merchant Service Deposits, a work around I can live with; however; the deposits are still not being batched and moved through the remainder of the process automatically. That's something I still have to do manually.
This is functionality that is an advertised function of the application and something for which I pay a per transaction fee. I receive between 50-75 transactions of this type per month. Each time I'm on tech support I'm assured the 'problem has been resolved'. I manually clear the queue, await the next transaction and, voila, same problem. Only one of the tech support people, a very nice person named Jun, bothered to follow up. After several attempts by Jun to correct the problem over the course of a week it appears the case was closed and I lost the ability to reach Jun again. I'm so frustrated at the amount of time this has cost both on the phone with tech support and manually dealing with my ACH transfers that I'm loathe to make another call and jump through the same ineffective hoops yet again and waste yet more of my time trying to make this expensive piece of software do what it's supposed to do and is charging me for.
Does anyone have a solution to this problem? Is anyone else experiencing it?
Thanks!
