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M
monica-sheertec-
November 1, 2022
Question

Up until 6 weeks ago when a client paid on QB I got 2 emails. The first one was Payment Received and the second was Money on the way. I don't get the first one now. Why?

  • November 1, 2022
  • 2 replies
  • 0 views
I am just receiving the Money on the Way emails now, but don't get any payment details anymore. Why did I stop getting those emails?

2 replies

G
GlinetteC
November 1, 2022

I'll help you fix the notification issue, monica-sheertec-.

 

It could be that the email is added to the Spam or Junk mail folder. Here's how to check it:

 

  1. Open your email, and then check your Spam or Junk folder.
  2. Locate the email or notification, and then move it to your Inbox.
  3. If not, please proceed to steps 2 and 3 in this article: Unable to receive Intuit email.

 

If the problem continues, I suggest contacting our Payments to investigate further why you're not getting the payment details anymore. They can also escalate this if needed.

 

For more payment tips, you can check this link for reference: QuickBooks Payments FAQ.

 

You can always get back to me with any payment concerns. I'll be right here to assist.

A
Anne16720
October 8, 2024

Two years later I run into the same problem.  I reached out to support but 2 weeks later still nothing.  I NEED these emails to function.  How can I get this resolved.  Waiting on the phone for an hour while the support person contacted her team - only to end the call with no answer and no ticket for future reference.  Am I supposed to make another hour call and get nowhere.  How can this be?  A known issue for 2 years and no answer!!!!???

A
Anne16720
October 8, 2024

Did you ever get this fixed?  The same thing happened here and I am beyond frustrated trying to get QB to resolve.  I can not hang in the merchant center all day waiting for payments to appear!!

G
GenmarieM
October 8, 2024

I know where you're coming from, @Anne16720. Let me route you to the right support to get the help you needed. 

 

It's best to contact our support team so they can check your account internally and identify what causes the issue with their tools or initiated an investigate if necessary. 

 

Here's how: 

 

  1. Log into your QBO account.
  2. At the right upper screen of your QBO account, click Help icon.
  3. Go to Search, then enter Contact Support.
  4. Click on the Contact Support tab.
  5. Choose whether you want to have a Chat with an expert or get a Callback.

 

Our support hours for QuickBooks Online Payroll Core are Monday - Friday, 6 AM to 6 PM PT, and Saturday, 6 AM to 3 PM PT. For Premium and Elite, support is available anytime, any day. 

 

For detailed information about payments customer support, you can refer to this article: Contact Payments Support. 

 

As you continue to manage payments, remember that I'm always here to provide guidance. Feel free to post your concerns below, and I'll get back to you at any time. 

A
Anne16720
October 8, 2024

Sorry this is a canned response.  I spent an hour on the phone with support last week, I spent 20 minutes on the phone again today.  I have a case number 15124623235 - which doesn't mean a lot.  The only update I am given is that the back support team is aware of the issue and is working on it.  So, the same issue from 2 years ago still doesn't have a solution??  This is not acceptable.  I wish I could contact someone higher up.  But other than calls with support people who are not the problem fixers and this community board which is basically a place to vent and let others know the low regard Intuit has for its customers...I guess I need to wait another 2 years and maybe this can be fixed.  Does anyone who matters in that organization even read these messages? They should be ashamed of the treatment given to high paying customers!

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