Same problem, and support does not understand.

We are in Canada too and the understanding is worse.

Merchant Services tries to email / call us, but the emails and calls DO NOT WORK.  So we can never solve the problem.  Merchant Services do not understand what is going on inside your QBO account and vice versa.  It's very frustrating.

Solution is to stop using Quickbooks for incoming payments.  Use stripe or ETF while they fix their IT back-end.  Maybe in 2024, Merchant Services will figure out how to send important emails reliably.