Question

Dashboard = "! Needs Attention" in red, Invoices show "! Deposit failed" in red. Updated Bank info in QuickBooks Payments, funds received. how do I clear Attn & Invoice?

Forum|Forum|5 years ago
July 17, 2020
6 replies
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Original commenter did not share additional details

QuickBooks Online

Good Afternoon, @rick_d1.

Since you've already received the funds from the customer payment, let's try a few basic troubleshooting steps to help remove the "Needs Attention" message from your dashboard. Clearing your browser's history will help remove any errors or glitches that may be occurring in your account. Here's how to in Google Chrome:

Go to the Three Vertical Dots in the top right-hand corner.
Select History and then History again.
Press Clear Browsing Data.
In the "Time Range" section, pick All Time.
Tap Clear Data.

Afterward, log back into your QuickBooks Online account and see if the message is still appearing. Here's an extra article that may come in handy in the future: Handle a rejected or failed bank transfer payment.

Should you need further assistance, please let me know.

R

rick_d1Author

Thanks for your reply. I use the Windows QBO App for my desktop, and the appears there, as well as, when I use Firefox via the web, and my colleague has same experience, he uses Safari and Chrome on a Mac.

Note: I contacted QBO Chat support, they thought everything was "OK" just wait a few days it it should clear from the Intuit Payment management system. It has not, after a couple of weeks.

Still need help.

C

ChristieAnn 11

Hi there, rick_d1.

Thank you for providing additional information about the issue you've encountered.

I see you've contacted our QuickBooks Tech Support to get this issue fixed. However, to investigate why the issue re-occurred, I suggest contacting them again. They have the necessary tools to review your account to see the cause of the problem. They can also verify why the Needs Attention error on the Dashboard appears both in the QuickBooks desktop app and web version (Firefox). You'll also have the option to request a callback.

Here's how:

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about the needs attention error.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

Get a callback from the next available expert.

7. Fill in the information.

Please click this link to see different payments related concerns and articles: Help articles.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

C

Centreweb

I've had this same problem for 3 months now. Several chat sessions, several phone calls to both QBO and Intuit payment services and a Forum posting here and the problem still persists. I see many other people posting the same problem here over the past few weeks and the response seems to always be "clear your browser cache" - that is a waste of time. Removing the transaction removed the invoice it was attached to requiring reentering the invoice from scratch. Reapplying payment just brings back the error.

I thought I making progress when an Intuit support person promised Engineering would fix the problem but as I mentioned the problem has still persisted for 3 months.

M

MisterNelson

Has there been a fix to this problem? I am experiencing the same thing on QBO.

I received a customer payment
The deposit to my bank account failed
I updated my banking information
The payment was successfully deposited into the new account
Two weeks later, I am still seeing the "Needs Attention" message

I cleared my browser data and the message is still there.

Please help!

C

CharleneMaeF

Thanks for sharing the detailed steps you've performed, MisterNelson.

Since the issue persists, I recommend contacting our QuickBooks Payments Team. One of our representatives can investigate the main cause of the error message "Needs Attention" in the dashboard.

Since we’ve improved the process of getting in touch with our support, you can reach one of our agents by going to the Help menu.

Here are the complete steps:

Go to the Help menu.
Select Talk to a human.
Type in your concern in the Type something field.
Click the send icon.
Choose I still need a human.
Click Contact Us.
Select the Send a message button.
Enter the necessary details, then click Continue.

For more information about how to check when will be the payments get deposited into your bank account, I suggest checking out this article: Find Out When QuickBooks Payments Deposits Customer Payments.

Additionally, I've included an article that'll help you learn more about what to do in QuickBooks Online when a customer's bank transfer is rejected or returned: Handle a Rejected or Failed Bank Transfer Payment.

You can always post here in the Community if you have other concerns. This helps us provide an accurate solution for you.

L

LBG7

I'm having the same problem. I managed to remove the red "attention" from one account but the other is still there. Since the process requires a high level degree in software comprehension, I can't remember how I removed it. Now I am afraid to do anything because a screwed up one time. I have been on the phone for hours for problems related to a failed ACH transfer. Mostly I get disconnected and then can't call back on the number they provide. If there was a Quickbooks alternative, I would be there in a heartbeat!!!!!

I

Iain Howe

I chatted with QBO support on Friday regarding the same issue. I'd followed the steps at https://quickbooks.intuit.com/learn-support/en-us/reverse-payments/handle-a-rejected-or-failed-bank-transfer-payment/00/185432 to create a new invoice, post the returned payment to the original invoice then apply the replacement payment to the new invoice, but while it solved the A/R part of the equation, the "Needs Attention" message was still there even though the issue had been resolved.

According to Guy at QBO support, QBO's official solution is to delete the returned payment and delete the original invoice. I have not tried this yet, but off-hand, I am not sure if this will correct everything. I'm normally against deleting anything as a solution, but per Guy, that is QBO's solution to remove the "Needs Attention" message.

chewy-chewbacca

I too went round and round with "support" and got nowhere! I was able to fix this issue this way:

Follows steps 1-4 here: https://quickbooks.intuit.com/learn-support/en-us/help-article/banking/handle-rejected-failed-bank-transfer-payment/L3Jf1Qo6H_US_en_US

Delete or VOID the new invoice you just created that you linked to the payment. The warning message will now disappear but your A/R and bank account amounts will be off.

This will give your customer/client a credit balance and your funding account (checking) will be credited in the amount of the reject.

Expand the "Refund a customer's overpayment or credit" at bottom, and follow steps 1-2 here: https://quickbooks.intuit.com/learn-support/en-us/help-article/customer-refunds-credits/record-customer-refund-quickbooks-online/L5PbCkJk8_US_en_US#:~:text=Select%20%2B%20New.,payment%20for%20the%20invoice%20to.

In the expense, make sure to put the correct bank account (where the reject occurred) for "payment account" and the category should be "Accounts Receivable A/R", the preexisting AR account.

Step 2 outlines tying the expense to the payment to zero out your client credit.

This is totally ridiculous but it worked for me.

M

mmoon1

Thank you everyone, I have been going mad with the Needs Attention due to a chargeback that you have dealt with and STILL have a red alert .

QBO: fix this. It's ridiculous. Chargebacks aren't so uncommon that you should ignore the lingering Alert issue. Deleting an invoice, making a new one, and applying the original payment should be enough to remove the alert.

Fix it. All the deleting it requires is poor bookkeeping and opens up people to creating multiple errors, hiding mistakes, and muddying their books.

This message chain is long for a reason. This QBO Function is HORRIBLE.