Hello lindseyk21!
Thanks for posting here. Allow me to share some updates about this behavior in recording payments.
Our team is still investigating the cause of this behavior. If you haven't contacted our Support Team, I suggest you do so. That way, they'll be able to include you to the investigation. Your data can help fixing this issue.
- Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
- When asked by the bot, enter "Save and close in the Receive payment screen".
- Select I still need a human, then proceed with Contact us or Get help from a human.
- Choose either Chat or Callback.
I added this link if you're interested in receiving payments within QuickBooks Online: Take and process payments in QuickBooks Online.
Post again here if you have more concerns with payments. I'm looking forward to assisting you again.
