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I recognize the importance of using the Go payment app to process payments within QuickBooks Desktop (QBDT), Patti.
I've reviewed the records and found no similar issues. The possible reason that your other employees or users are unable to process payments online or using a card reader could be an improper connection between QuickBooks Payments and QBDT or that the Go Payment app is outdated. Here are the ways to address this:
- Make sure to connect your QuickBooks Payments account correctly. Once it's successfully connected, you will see a Person icon in the top right corner of your QBDT
- Ensure that QuickBooks is up-to-date by updating your QuickBooks Desktop to the latest release.
- Uninstall and reinstall the Go payment application
- Update the mobile device to its most recent operating system version.
After following the steps and the issue persists, I recommend contacting our Payment Support to identify the root cause of this problem. I understand you've tried several times to get help. They have the tools to access your account and do a screen share to help you identify and verify the issue in a safe environment.
Here's how:
- Open QuickBooks.
- Go to the Help menu, then select QuickBooks Desktop Help.
3. Click Contact Us.
4. Give a brief description of your issue, then click Continue.
5. Choose a way to connect with us:
- Start a chat with a support expert.
- Select Let's Talk to get a live person.
Our support hours are Monday-Friday, 6 AM to 6 PM PT. You can also contact support using this link article: Contact Payments Support.
Additionally, you can explore these resources to continue processing your payments and find out when the customer payments get deposited:
- Take and process payments in QuickBooks Desktop
- Find out when QuickBooks Payments deposits customer payments
Our support team will diligently address the issue and fix this as soon as possible. We value your patience and cooperation in getting this resolved. Keep us posted if you have other payment concerns. We'll be around to find ways to help. Keep safe.