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C
Cassandra2021
July 18, 2024
Question

I want my payment gateway turned back on so that I can process sales on our website

  • July 18, 2024
  • 1 reply
  • 0 views

Our payment gateway was turned off on the 28th of June because a new customer account began trying to process multiple credit cards that were declined.  I have been contacting customer support every 2-3 days to get our payment gateway reestablished and each time our case has been escalated to a team who works on issues like this.  I've supplied a virus scan report from my business desktop and an invoice for a disputed transaction for $36 that were requested.  But other than this request for documents, I've received no communications by phone or email.  Customer support thinks that I should be getting responses to my queries, but I am completely in the dark.  In the meantime, I am loosing $1000's in sales and my cashflow threatens to strangle me.  I really need this resolved, please!

Tom

Summit Tea Company

1 reply

M
MichaelaS
July 19, 2024

I value the urgency of getting your QuickBooks Payment account opened, @Cassandra2021. Let me provide details to help address this.

 

You'll receive an email notification once your customer's credit card payment has been declined multiple times. This will inform you of the issue, such as insufficient funds, and include the specific rejection code along with instructions on how to resolve it. If you can't find it, consider checking your spam or junk folder.

 

I understand that you've already escalated this issue. Please note that the validation process may take longer, depending on the documents you provide. If additional data are required, you'll get notified and given a specific timeframe for compliance. Failure to respond within the said dates will result in the escalation team requesting to hold or close your account for security purposes.

 

Since you'd like to open your payment account, I strongly recommend contacting our Payment Support Team due to the public nature of this forum. Although you've already reached out to them, they have the necessary capabilities to securely check your account and provide you with specific details and documents to resolve this issue.

 

Here's how:

 

  1. Go to Help, then select the Search tab.
  2. Click Contact Us.
  3. Select the topic to connect with the right expert or choose Ask about something else and provide a brief discussion of your concern.
  4. Click Continue.
  5. Choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

 

 

Additionally, you can check this article to learn more about the rejection codes and the process of fixing them: Fix rejected ACH payments or fees in QuickBooks Payments.

 

For future reference, to know more about QuickBooks Payments, feel free to check out the information from these links:

 

 

You can post here again if you have any additional QuickBooks-related concerns or payment concerns. I'll be here, and I'll make sure to respond right away to assist you. Take care.

C
Cassandra2021Author
July 20, 2024

Good morning Michaela!

I appreciate your timely but entirely unhelpful response.  I’ve found the first tier of customer service reps in the call in center including yourself to be conscientious and empathetic people.  I can speak with experience as we have interacted many times over the now three weeks my companies payment gateway has been down. I’ve escalated my case to the second tier of customer service now 6 times  but I get no response.  Two document were requested and uploaded but I do not know if they were the right docs or if they were actually received.  This incredibly long and financial excruciating process continues to be a black box.  I feel that my many case escalations are being forwarded to a pay phone in the 7-11 parking lot across the street.  

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