This is not the service we want you to experience, Mwills. I understand the importance of knowing why you can still receive those payments. Let me route you to the right support that can provide more details about this.
I know that you've already contacted us. However, it's best to reach out to our Merchant Services Support Team again. This way, they can check your account in a secure environment to determine the root cause of this problem and help you address this promptly. You can follow the steps below to contact us:
- Go to the Help menu and select the Search tab.
- Then, click Contact Us.
- Then, enter a brief description of your concern and select Continue.
- Lastly, choose either Start a Chat or Get a Callback to start connecting with them.
Furthermore, you can check out this article to record payments to connect them to the invoices to balance your accounts: Record invoice payments in QuickBooks Online.
I appreciate your patience regarding this matter. Keep us posted if you need assistance and other concerns related to QuickBooks. We'll be here to help you out.
