Skip to main content
P
PowPow
April 13, 2022
Question

Merchant Service Deposit (ACH transfers) not matching and not depositing

  • April 13, 2022
  • 4 replies
  • 0 views

Ugh!  In mid-January of '22 I started experiencing this problem.  It's been going on for 3 months now.  The first service person told me I needed to upgrade to the newest version of Quickbooks Desktop.  I did, QB Desktop Pro Plus 2022.  The problem still persists to this day despite the aid of numerous tech support personnel and an estimated 12-15 hours of time spent on the phone.  The issue:

 

I open the Record Merchant Services window.  Transactions display but show as not having been matched and requiring manual matching (all of my online payments are via Intuit Payment Network's ACH transfer, I don't accept credit cards).  On inspecting Customer records all of the transactions have been matched to their correct invoices, invoices are shown as PAID and the transactions appear in the Make Deposit Window queue.  In other words, the matching is functioning correctly, but not clearing the transactions from the Record Merchant Service Deposits window and the deposits (though they do end up in the bank) have to be manually batched and cleared via the Make Deposit Window, rather than the automated process that occurred before mid-January.  This last step is important for bank statement reconciliation.  (One maddening aside is that approximately 1 out of ever 30 transactions does complete the process completely.  Total mystery as to why.)

 

Since discovering the problem I have changed numerous settings, made many updates, changed my password, worked through the Tool Hub to clean up files, started and restarted, etc. all while having my hand held by QB Tech support.  The result is that now if I close the Record Merchant Service Deposits window and reopen it the transactions have cleared from the Record Merchant Service Deposits, a work around I can live with; however; the deposits are still not being batched and moved through the remainder of the process automatically.  That's something I still have to do manually. 

 

This is functionality that is an advertised function of the application and something for which I pay a per transaction fee.  I receive between 50-75 transactions of this type per month.  Each time I'm on tech support I'm assured the 'problem has been resolved'.  I manually clear the queue, await the next transaction and, voila, same problem.  Only one of the tech support people, a very nice person named Jun, bothered to follow up.  After several attempts by Jun to correct the problem over the course of a week it appears the case was closed and I lost the ability to reach Jun again.  I'm so frustrated at the amount of time this has cost both on the phone with tech support and manually dealing with my ACH transfers that I'm loathe to make another call and jump through the same ineffective hoops yet again and waste yet more of my time trying to make this expensive piece of software do what it's supposed to do and is charging me for.

 

Does anyone have a solution to this problem?  Is anyone else experiencing it?

 

Thanks!

4 replies

MichelleBh
MichelleBh
April 14, 2022

Dealing with the same problem for three months is so burdensome, PowPow. I'll do what I can to help resolve the issue as quickly as possible.

 

I have some settings that I'll let you check on your QBDT to help clear up the manual matching problem. Before doing so, I would like to thank you for continuously calling our support and following the troubleshooting steps provided. 

 

Ensure that the Auto match & record-setting is turned on in your QBDT. Turn on automatic matching so QuickBooks deposits and records customer payments for you. Here's how to check: 

 

  1. Go to the Banking menu and choose Record Merchant Service Deposits.
  2. Select Change your deposit settings.
  3. Check if the Auto match & record is enabled. If it's disabled, please turn on the feature to auto-match your transactions in the system.
  4. Click Save when done. 

 

QuickBooks will now automatically group customer payments each day and record them on your chart of accounts. After this, I'd recommend reviewing the transactions in QBDT. For complete steps, click this article: Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop.

 

Once everything is in order, you may now proceed in reconciling your bank account. 

 

Additionally, I'll take note of all of your experience with the product and our support. Then pass this to our dedicated team to enhance your overall experience. 

 

Furthermore, check out these articles below on how to fix reconciliation errors and know the QuickBooks Payments FAQs: 

 

 

Should you need more assistance with QuickBooks, feel free to comment below. I'm always around to take care of all your needs. Keep safe, PowPow.

P
PowPowAuthor
April 14, 2022

Thanks for your response MicheleBh.  Have already done everything called out in your response and in the articles.  No change.  To be clear:  The ACH transfers match to the invoices just fine, but don't clear from the Merchant Service Deposits window and, much more frustrating, the Deposits remain in the Make Deposits window until I manually clear them, which is a time consuming process as they have to be batched properly so as to make reconciliation with my bank account correct.

 

After so many hours on the phone with tech support I have already done all of the easy troubleshooting items (like changing settings) and many of the more complicated ones (like numerous updates and changing my Merchant Service password).  Nothing has worked.  I need to move past the straight forward technical support as it has been ineffective and time consuming.  I can provide trouble ticket numbers, if that's helpful, to see what's been done so far, but what I really need is a level of support that can address this issue.

    C
    Carneil_C
    April 14, 2022

    Hello, @PowPow. Please know that this isn't the kind of service we want you to experience with us. Rest assured that I'm here to help address your concern right away.


    One of our administrators submitted a review on behalf of your concern. That said, they will contact you for updates or if they need more information.

     

    Moreover, I'll be adding this article here to help you manage your deposit account information in the future: Manage your account information using the Merchant Service Center.

    If you have any other concerns about QuickBooks Desktop, feel free to post again in the Community. I'd be happy to assist you further. Keep safe. 

    E
    epowell
    June 6, 2022

    I have been having exactly the same issue since January of 2022 and, like you, have spent many hour on the phone with support and tried the same  step but still no solution.  In addition, I have been disconnected from two agents after spending over an hour troubleshooting with them.  I feel like I am paying for a service and then having to to a big part of the work myself!  It's beyond frustrating!!

    M
    Mich_S
    June 7, 2022

    I can only imagine the hurdle you've been through in fixing ACH transfer issues, @epowell.

     

    We appreciate your patience in contacting our support team about your previous QuickBooks Payments deposit not matching and depositing experience.

     

    I'll have someone review your cases and reach out to you shortly. I recommend reviewing your email or Community profile for their recommendations on a regular basis.

     

    Feel free to comment back if you have other QuickBooks concerns. We're always ready to assist further. Take the best care!

    P
    PowPowAuthor
    June 7, 2022

    Mich_S, please advise.  As recently as today I am still experiencing the same issue.  No one from Intuit has contacted me nor has any resolution been posted here.  I check email daily and have also received to call.  Where can I find the solution to this problem?  Assuming there's something beyond what I've already gone through which has proven unsuccessful.  Much like epowell I am paying for functionality which is critical to my business but isn't fully functional.

    F
    fpptreasurer10
    October 12, 2022

    Hi PowPow, I have had the problem that credit card payments would record but bank, ACH e-checks, would not. I had to enter them manually. Today I found the following in a help file. I entered all the payment methods that were not already entered. I believe the E-Check method not being in the list was the cause of e-checks not matching. Now any payments coming from a bank, ACH e-check, matches and records automatically. Hopefully this may help.

     

    1. Go to Lists, select Customer & Vendor Profile Lists, then Payment Method List.
    2. Verify that all default Payment Methods and Payment Types are correct.
      Payment MethodType
      CashCash
      CheckCheck
      American ExpressAmerican Express
      DiscoverDiscover
      MasterCardMasterCard
      VisaVisa
      Debit CardDebit Card
      Gift CardGift Card
      E-CheckE-Check
    3. Correct any incorrect Payment Methods or Types.
    4. The payments should now record.

     

     

    P
    PowPowAuthor
    October 19, 2022

    fpptreasurer10, thanks for having offered an alternative solution.  Unfortunately, changing those settings didn't impact the behavior I'm seeing, and the same issues occurred.  It was, at least, nice to have something new and different to try, so it is much appreciated.

      DivinaMercy_N
      DivinaMercy_N
      October 19, 2022

      I can see that you did everything you could, @PowPow. I'm here to share some details about this. 

       

      The issue of getting an error when accessing Merchant Service Deposits in QuickBooks Desktop (QBDT) is still ongoing. Currently, we don't have an estimated time frame on when this will be resolved. If your account was already added to the list of affected users, you'll receive updates about this via email.

       

      The recommended workaround for this is to locate all places you've added backslashes and manually remove them. 

       

      Please know that you can always post here in the Community if you have any other QuickBooks concerns. I'm always here ready to help. Have a good one. 

      I
      ihaveanopinion
      March 29, 2024

      I have had this same issue for almost 2 years as well.  I have to manually add deposits as nearly all of them do not post when using the merchant deposits function.  The invoices are marked paid and that is it.

      K
      KimberlyS
      March 29, 2024

      Hello there, ihaveanopinion.

       

      I can see how the automatic payment deposit feature allows you to work with customer payment efficiently. Hence, let me route you to the appropriate support to get the help you need with your concern.

       

      Since you've mentioned that the issue regarding the inability to deposit payments automatically has been going on for almost two years, I recommend contacting our Payment Support team. They can thoroughly check your account and determine the most appropriate resolution. They can also raise a ticket to get this investigated when necessary.

       

      Here's how:

       

      1. Visit this page: Chat with us.
      2. Fill in all the needed information.
      3. Click on Start Chat.

       

      You can also visit this article to locate their contact details under the QuickBooks Desktop with Payments section if you need further assistance: Contact Payments Support.

       

      On the other hand, consider scanning these materials for guidance on reviewing transactions, deposits, and fees using your Online Service Center or on dealing with delayed deposits:

       

       

      Keep us posted if you have additional questions regarding the automatic payment deposit or other related concerns in QuickBooks Desktop. We're here to help.

      Terms & ConditionsAccessibility statement