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C
CKC11
July 14, 2021
Question

Merchant Service Center Deposits are Greyed out

  • July 14, 2021
  • 1 reply
  • 0 views

In the Merchant Service Center the transactions are greyed out (where the customer name is) and I am unable to "Add Payment" unless I manually receive the payment under the Customer then make the Deposit. This was working OK until this week. Usually, after I manually receive them they would disappear from the Merchant Service Center. Now, they are saying the payment was "dismissed" or "auto dismissed". 

Another new thing has happened, where the transaction background (where the customer name is), is now white but the customer name is grey. This presents the same problem where I have to manually receive the payment.

 

Ideally, I would like to just check the customer name and then select "Add Payment" - this is what we thought using Merchant Services would be like and it is rarely like that. In the hundreds of transactions I've received recently only maybe 10 of them were able to be easily added without manual entry.

 

When calling QB previously the person we spoke to was unable to explain to us why this was happening. He suggested waiting a few days because maybe the funding wasn't there yet. We have waited several days and there is no change - the customer name box is still greyed out. 

1 reply

C
Charies_M
July 14, 2021

It's my pleasure to assist you today, CKC11

 

I appreciate such detailed information about your concern. The grayed-out customer name box indicates that your software needs to be refreshed. To do this, you'll need to update the QuickBooks Desktop software and you can only do that by logging in as the admin of the account.

 

Here's how:

  1. Close all the programs then restart your computer.
  2. Right-click QuickBooks Desktop icon.
  3. Select Run as the Administrator.

Once done, you can manually update your QuickBooks Desktop to the latest release:

  1. Go to the Help menu.
  2. Select Update QuickBooks Desktop.
  3. Click the Options tab.
  4. Select Mark All and then click Save.
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  5. Go to the Update Now tab.
  6. Select the Reset Update checkbox.
  7. When you're ready, select Get Updates.
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To give you more insight and a visual guide on how to update QuickBooks Desktop, please check out this article: Update QuickBooks Desktop to the latest release.

 

If updating the software doesn't work, I suggest going back to your company file and running the Verify and Rebuild Utility Tool. This helps repair any data damage in the system. Below are the steps on how to do this:

  1. From the File menu.
  2. Click on Utilities.
  3. Select Rebuild Data/ Verify Data.
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If you need other helpful articles in the future, you can always visit our site: Help articles for QuickBooks Desktop.

 

Also, for questions about QuickBooks Payments, you may want to visit this page to find answers: QuickBooks Payments FAQ.

 

Feel free to drop a comment below if you have any other questions. I'm always here to help. Have a good day.

C
CKC11Author
July 15, 2021

We have already updated to Version 21.0 as an attempt to resolve this a couple of weeks ago when we called in and it did not correct the issue. 

 

We were told to do the rebuild but that it would make our reconciliations off. When we asked how to correct this we were told "I don't know" and that we would essentially have to go back and correct each year manually. We obviously do not want to do this.

 

Do you have a suggestion for fixing this that does not involve rebuilding our financial records of past years?

Tori B
Tori B
July 15, 2021

Hi there, @CKC11. 

 

I appreciate you taking the time to follow up with us and for sharing additional details. 

 

Please know that when you run the Rebuild utility that it's designed to identify the most commonly known data issues within your company file while resolving them right away. This utility will in no way compromise your reconcile.

 

Typically, how we justify the quickest and easiest way before running the utility would be to answer a few questions. 

 

  1. Are all users experiencing the same issue?
  2. If you log into QuickBooks from a different computer, do you still have the same problems?
  3. Have you run a Verify? 

 

To break down the questions asked, if only you were having these issues on your computer, then this would narrow it down to program-related issues. If all users (on different computers) were experiencing this same issue, then that would let us know that it is company file-related, because all users access the same file but do not use the same computer that QuickBooks is installed on.

 

By running the Verify utility first, this will scan the file and let you know if there are any errors that are causing your issue. It will alert if there isn't any detected. 

 

Should you need to run the Rebuild after you have run the Verify, please understand that a local backup will be created and you can save it straight to your desktop. A backup is created for the safety of our users so if needed, they have the option to restore it. This way, when you open the backup file it's like no changes were made (like the rebuild). 

 

I encourage you to try running these utilities to see if this helps resolve your concerns. 

 

Please let me know if you have additional questions. I'm happy to lend a hand. Take care! 

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