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N
nbpaddock
February 4, 2021
Question

My GoPayments app sporadically declines cash and check transactions. Have spent hours on the line with support and they cannot help me. Anyone have a solution?

  • February 4, 2021
  • 4 replies
  • 0 views
Credit Cards run perfectly, but when it comes to posting cash or checks through the app...we are randomly declined. It may take several days for it to start working again...but it inevitably goes down. The help desk has had me reinstall the app several times, use different devices, etc...all are declined. Help!

4 replies

R
RCV
February 4, 2021

This is not the impression we want you to experience when using the GoPayments app, nbpaddock.

 

I appreciate you for the time and effort in contacting our support agent regarding the GoPayments app issue. I've also checked here on our and there's no reported case about this one. Uninstalling and reinstalling your app or using different devices are the recommended solutions to get your GoPayments app working.

 

Since the problem persists, I'd suggest contacting our QuickBooks Payments Support Team again. I know you already called but since this is a public forum, they can pull up and check your account in a secure environment. Just provide the reference number provided by the agent before for them to review the case. From there, they will further investigate what's causing this issue.

 

Feel free to visit our QuickBooks Payments page for more insights about managing your customer payments on your account.

 

I'd like to know how things going after contacting our support agent, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. You have a good one.

N
nbpaddockAuthor
February 4, 2021

Thank you for your attention to this matter. 

 

I spent 50 minutes on the phone this evening working with another service agent.  This is the third time we have gone through the same steps of uninstalling/reinstalling and still find the same issue.  We have tried several devices (iphones, ipads, androids, etc.) and when it doesn't work on one device...it doesn't work on the others.  We have tried wifi, cell, different locations...all the same result.  Transaction Declined.  See image.

 

It's almost as if we have reached a cash/check processing limit, or have triggered some sort of fraud element and been shut down.  All the while, cc payments work just fine.

 

It's baffling that we can't figure this out...and frankly makes us look pretty shabby when our customers present cash or checks to us and the system can't handle it.

N
nbpaddockAuthor
February 4, 2021

I tried a cash sales again this morning and the same result...declined. I was hopeful that a night’s sleep would have fixed something, but not yet. 

see image

R
ReymondO
September 10, 2021

Thanks for getting back to us, @Assurantenotary.

 

You've mentioned that you've already reached out to our phone support. Can help me verify if there are any open ticket created during your call? 

 

If so, I'd recommend giving our phone support another call. This way, they can provide you further help in posting your cash and check transactions using the GoPayments app. 

 

You can also chat with them through this link: https://public-consumer-chat.app.intuit.com/app/ccs/consumer?experienceId=sbsegUsDtCorePos&_ga=2.152031609.1734534408.1631038874-1976416422.1631038874

 

I know you've been through a lot. I hope you can give us another shot at fixing the issue. 

 

Keep me posted on this. I'll be here to provide further help. Keep safe.

T
tailwaggersmassage
June 6, 2022

Have you gotten any solution. Mine started doing this Saturday. So far help desk is no help! Thanks Earlene 

R
RDC5
April 10, 2023

Did you ever get this fixed or figured out?  I am having this issue too randomly.  This is the second time this has happened, and we have only used this system for 2 months.  I have spent hours on phone and chat with customer support over 2 or 3 days and they don't know anything.

R
RoseJillB
April 10, 2023

Hello there, @RDC5.

 

I value the time and effort you invested in getting in touch with our support representative about the GoPayments app concern. Uninstalling and reinstalling your app, or utilizing various devices, is one of the fundamental actions we can do to address this issue and get your GoPayments app running.

 

On the other hand, we can perform mobile troubleshooting to fix it and enable the app to accept cash payments. To start, we can refresh your data to see the latest available fixes and other information. Please ensure that you’re connected to the internet and proceed to the steps below:

 

  1. Go to Menu ☰ and tap Help & Feedback.
  2. Tap Refresh Data.
  3. Note: A message appears “Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes.”
  4. Tap Refresh to confirm.

 

You’ll want to check out this article for more details: See your latest data in the QuickBooks Online app.

 

If the issue persists, it would be best to get in touch with our Technical Support again. Doing so will enable us to re-investigate this matter and initiate a further investigation if necessary: Contact Payments or Point of Sale Support.

 

To find out more about using the app to accept payments and how to monitor when QuickBooks puts client payments into your bank account, you might want to look at the following article:

 

 

If you have any queries or qualms regarding your payment transactions, feel free to mention me in your comment. I'll be delighted to assist. Always be cautious!

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