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L
l00semarble
October 31, 2024
Question

Suddenly after 16 years Quickbooks payments/merchant services notification emails just stopped arriving

  • October 31, 2024
  • 1 reply
  • 0 views

1 week ago we stopped receiving email notifications about customers having made payments via Quickbooks payments.  This has been working for 16 years and we changed nothing on our side.  

 

I have checked, double checked, and triple checked spam and have added all related intuit email addresses and *@intuit.com to whitelists on both email clients and email server.  I have had tech support send a test message from QBOCare <[email address removed]> which came through to my inbox immediately.


I think the server stopped sending the messages but 2 hours on the phone this morning yielded no help and really no understanding of the problem.   They just keep telling me that it is our email's fault, not Intuit's fault.  I don't think this is true.

 

In these forums I see there is supposed to be some settings to configure email alerts but they are mysteriosly gone from the interface.  Of course tech support knows nothign about this.

 

 https://merchantcenter.intuit.com/msc/portal/settingsAndAlerts

 

There are supposed to be settings there but they are gone.

 

Anybody want to help?  This is pretty important as we need to know when our customer's make payments so we know to process their orders without any delay.

    1 reply

    C
    ChristineJoieR
    October 31, 2024

    It's crucial to ensure you receive payment notifications promptly to process customer orders without delay, l00semarble. Your determination to find a solution is admirable. I'm sure that we'll be able to resolve this issue via QuickBooks Payments.

     

    I discovered that there's an ongoing investigation into the issue of not receiving email notifications when a customer makes a payment. While we cannot provide a specific timeline for the fix, please rest assured that our team is working to resolve the issue by investigating its cause and identifying a solution.

     

    With that, I recommend contacting our QuickBooks Payments support team to follow up on the status.

     

    1. Sign in to your QuickBooks Online account.
    2. Click the Help button.
    3. In the QuickBooks Assistance chat box, select Talk to a Human or tap the Contact Us button at the bottom.
    4. Type in your reason from the What can we help you with? Box and click Continue.
    5. Choose a way to connect with us: Chat with us, Get a Callback, or call our support line directly by getting our Phone number.

     

    After completing the task, I suggest checking your email frequently. Remember to look in your spam or junk folder to locate them.

     

    To learn the best time to call our support team, tap the link for the full details: Contact Payments Support.

     

    Moreover, here are some QuickBooks Payments-related articles you might consider bookmarking for additional reference materials:

     

     

    Your understanding is much appreciated as we work towards a solution. If you have questions regarding your invoice emails in QuickBooks Payments, please add them here for assistance.

    L
    l00semarbleAuthor
    November 1, 2024

    THere was a major update that came through today for our 2024 Premier edition.  Any chance this is going to solve the problem with teh emails no longer being sent?

    C
    Carneil_C
    November 1, 2024

    Fixing this issue with the notification emails is our top priority, @l00semarble.

     

    Let me address your concern about sorting this issue out and getting back to business seamlessly.

     

    Beforehand, I'd like to ask what specific update you are referring to for the QuickBooks Desktop (QBDT) 2024 Premier edition. Additional information can help us get on the same page.

     

    Regardless of the updates, those are only product enhancements and not a resolution for the ongoing investigation into the issue you've encountered.

     

    As provided by my colleague ChristineJoieR above, you can contact our Customer Team Support so our representatives can add you to the list of affected users and be able to notify you once there's already a resolution.

     

    Learn what’s new in QuickBooks Desktop 2024 and QuickBooks Desktop Enterprise 24.0 by visiting this article: What’s new in QuickBooks Desktop 2024.

     

    You can always rely on us in the Community space for additional assistance managing customer payments. We're here to help you whenever you need it.

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