Question

Has anyone else had this issue? When I try and enter a credit card in the customers account, it says that the number is incorrect when it's not.

Forum|Forum|4 years ago
February 26, 2022
10 replies
0 views

I'm in QBO, under customer information, payment and billing trying to enter the credit card information.

QuickBooks Online

Hi there, @10steps. Let me share with you some insights about adding credit card information to your customer's profile.

From the Customer information window, you should be able to add the customer's credit card details under the Payment and billing section. To avoid issues, make sure that the information from the Credit card number, Expiration date, Name on card, Street address, and ZIP code fields are all precise to avoid issues.

If you're still getting an error message that the number is incorrect, I recommend adding the customer's credit card through a private window. This is to check browser-related issues while working with QuickBooks that may affect this behavior.

You can use either of these keyboard shortcuts to save you time:

Google Chrome: Ctrl + Shift + N
Safari 11 or newer: ⌘ + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P

If it works fine, go back to your original browser and clear its cache to start fresh. You can also use another supported and up-to-date browser to narrow down the result.

For more tips, while modifying your customer's billing information, you can open this article: Edit a customer's credit card information.

Once the card is added, you can now let your customer pay his or her invoices online. I'm adding these links as your reference:

If you have any other follow-up questions while entering credit card information in your customer's profile, let me know by adding a comment below. I'll get back to you as soon as I can help you again. Have a great weekend!

1

10stepsAuthor

Thank you for such a comprehensive answer! I tried doing it in an incognito window, and it didn't work. It is still giving the "you didn't enter the credit card information correctly" error. I have been using this same computer to do this function for years without a problem. I am wondering if I have suddenly become dislexic or something.

R

Rea_M

I appreciate your prompt response and for performing the recommended troubleshooting steps, @10steps.

I can see the urgency of getting your issue about entering customers' credit card info in QuickBooks Online (QBO) resolved. That's why I'm here to guide you on the next actions you need to help take care of this matter.

When adding a customer's card information, Intuit will perform a quick validation on it. Since the Community is a public forum, and we'll need to collect some personal information to pull up your account, I encourage you to reach out to our Customer Care team. They have all the tools to investigate this matter and guide you with a fix. To do this, here's how:

Sign in to your QBO company.
Go to the Help (?) menu.
Select the Search tab.
Click the Contact Us button.
Enter a brief description of your concern in the What can we help you with? field.
Select Continue.
Choose a way to connect with us (Send a message or Get a callback).

Also, to further guide you in managing your customer information and sales and income transactions in QBO, I'd recommend checking out this article: QuickBooks Online Help Articles.

Keep me posted if you have other concerns about managing customer accounts and sales transactions in QBO. I'll gladly help. Take care, and I wish you continued success, @10steps.

A

Akuraczea

I am receiving the same error - and the QB rep said because you can not use your clients CC when you are logged in under your company file. Is this pistil accurate? SO you need to make A NEW QBO LOG IN FOR YOUR CLIENT FIRST? that defeats the purpose of use being the admin and advisor for our client, Please advise.

S

SirielJeaB

Hello there, @Akuraczea.

If you want to add your client to your QuickBooks Online Accountant and sign them up for QuickBooks, please follow the steps below.

Select ProAdvisor discount in the QuickBooks section to enroll your client in your ProAdvisor Preferred Pricing plan.
Review the available QuickBooks and payroll products in each section.
Choose the products you want your client to subscribe to.
Select the Make me the Primary Admin checkbox if you intend to do admin tasks for your client.
Select Save.

Moreover, if your client wants to pay for their own QuickBooks subscription, you can offer them a direct discount and allow them to handle their own billing and subscription. To do that:

Click on Direct discount under QuickBooks section. This offers your client a discount, but they are still responsible for paying for their own QuickBooks subscription.
If you want to do admin work for your client, check the Make me the Primary Admin checkbox.
Select Save.

However, if you don't have a QuickBooks Online Accountant, I agree that your client should first create their own account. To help them select the product that best suits their needs, you can send them this article: Choose a QuickBooks plan.

This article will help you learn how to manage clients and review charges: Manage your ProAdvisor Preferred Pricing plan and ProAdvisor discount clients.

If you have further questions about handling your clients or your QuickBooks Online subscription, please feel free to post in the Community. We're available 24/7.

M

MFerris

I am having the same issue. I tried the incognito and clearing my cache. Nothing is working. the error I am getting is :

Did you enter the card info correctly? Make sure your credit card info is correct and try saving again.

The card info is correct

A

away

Yes. Having the same issue as everyone else is describing. I'm entering the card number correctly and QB recognizes it as a VISA but says "did you enter the number correctly" and I did. This is happening with 2 different client's credit cards. One I've used before and the other I haven't.

DivinaMercy_N

Hello there, @away. I'm here to provide some details about the error you received when adding a customer's credit card info in QuickBooks Online (QBO).

In QBO, you're getting an error "Did you enter your credit card info correctly? Make sure your credit card info is correct and try to save again" when the risk/security blocks the merchant from attempting to store credit card details in the Wallet due to too many previous failures in a short period. Our engineers have determined this is working as designed.

That said, I encourage you to send feedback to our product developers to share your insights and suggestions about this feature. Here's how:

In your QBO account, select the Gear icon.
Next, choose Feedback and enter your product comments.
Then, select Next to submit.

Once done, visit our QuickBooks Online Feature Requests website to track your submitted feedback.

Feel free to post again here if you have any other concerns about managing your customer's info. I'll circle back here to assist you further. Have a good one.

S

Satellite Army Inc

I'm having the same issue began just before/around 12/1/23 and is still broken, supposedly we have a support ticket but its been two weeks and have heard nothing. We cannot save any credit card or merchant account payment info on any of our hundreds of recurring monthly sales receipts. We can also NOT even save the recurring preferred payment method and card credentials under the edit client screen either. Every time we try (with multiple confirmed accurate correct customer cc numbers, expirations, address, etc. It always gives us this response error screen...

Did you enter your credit card info correctly?

Make sure your credit card info is correct and try saving again.

Sooo frustrating we were told and emailed that case #15108408545 is open and should be resolved soon but that was almost 2.5 weeks ago, have had no response from Intuit/QBO support and now have thousands of dollars in customer payments we cannot process....ughhh

Bryan_M

I know this has been challenging on your part for quite some time.

On top of that, we appreciate your effort in connecting with our support and being able to create a ticket to find a fix for your customer's payment account info.

However, we recommend contacting QuickBooks Merchant Support again, to acquire updates to your ticket. Moreover, they have the complete resources to pull up your account in a safe environment.

You might want to check when QuickBooks deposits customer payments into your bank account. You can read this article: Find out when QuickBooks Payments deposits customer payments.

For additional questions about managing your customer payment info, don't hesitate to reply to this post. I'll here willing to assist you.

S

Satellite Army Inc

Bryan- I understand you work for QuickBooks and represent Intuit…so I must ask, why even reply to my message if you’re not going to help or say anything relevant at all?

S

Satellite Army Inc

Supposedly there is an invest open for this issue #88958 per the merchant support person I just spoke with. She said there's nothing she can do and has no eta for their fix. We're stacking up thousands of dollars in payments we are due that we cannot bill customer cc for. going on 3 weeks now...

C

citation79

Did you get this fixed in some way? we have the same issue and the crappy Intuit support doesn't fix anything!! this is rediculous...

E

Erika_K

It can be a challenging situation to experience, @citation79.

Upon checking, we have an ongoing investigation about the inability to add credit card information from your customers' profiles in QuickBooks Online (QBO).

Therefore, I recommend contacting our support team. This way, you'll be listed as one of the affected users. You'll be notified about the course of this investigation accurately.

Here's how:

Go to the Help (?) icon.
Choose either tab to get started:

Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. Or, you can still Talk to a human.
Search: Search the QuickBooks Online knowledge base directly, or click Contact Us and choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

In the meantime, refer to this article to learn more about managing your chart of accounts in QBO: Disconnect accounts connected to online banking in QuickBooks Online.

We cannot even imagine how hard this must have been, @citation79. Rest assured that a team of engineers is actively working to find a fix to this issue. We value your understanding during this situation. Keep safe!

N

nepm

We have the same problem with Mastercard credit cards and Quickbooks Online. Today is the first time I experienced this issue and our workaround was to process the customer's credit card using PayPal Virtual Terminal. Not an ideal situation, but the CCV, Zip Code aren't required by PayPal. Until Intuit fixes this problem this will be our temporary solution.

C

citation79

I have the SAME PROBLEM and they don't fix anything. No solutions from their support staff either.

This software is a mess and they don't even bother fixing an important issue!!!
What the hell Inuit?

How can I remove the current card and add another one for a customer?

How can I edit the card without that error?

I have been waiting for days and no response nor solution to the problem.
This is important for my business!!!!

S

Satellite Army Inc

Also just so you’re up to speed (I know it first hand how hard these repeat technical issues are on us small business owners) I’m coming up on two months since I brought this issue to their ‘support customer care team’ at this point it seems like they just don’t care, it’s 1’s and 0’s … code, API and merchant protocols, if they wanted to fix it they could. They do however keep billing our small company for all our intuit services every month and at full price of course, this part of their platform works just fine. There are probably some individual support techs they have, that genuinely do care and want to fix issues but in terms of Intuit as a stock ticker publicly traded entity, it really does seem like they do not care even when notified that there platform has a verifiable issue. they have us locked into their platform- and they know it. might have to start writing our congressional representatives or just throw in the towel

M

mgraham7400

I am having the same problem. I have spent over 4 hours on the phone with customer service and no resolution. Has anyone had positive resolution with this yet?

A

asiebenga

Hello, I have had the exact same issue with 2 customers now in the last 2 months. This is new after 2 years of using quickbooks. I also called them and they were no help. Any solutions yet?

A

asiebenga

SOLUTION!

I had this work... I have had 2 customers suddenly have issues with cards that never had issues. Its VERY inconvenient and not something I am going to want to do every month for a handful of customers with monthly payments (so i hope quickbooks fixes this glitch in their system fast!).

** Send an invoice with the option for them to pay via card in the invoice. Either have them do it, or I actually just sent it to myself ( i have this setting already for invoices) and entered the card info manually from the invoice and the transaction was sucessful. The EXACT info will not add to the customer profile within quickbooks which is crazy. QUICKBOOKS - please fix this issue. I have 150+ reoccurring monthly CC payments and can not continue to do this manually....this is why I choose your payment services, for ease, but this is becoming painful and very inconvenient.

Thanks.

J

JJP200

I am also experiencing this issue as well. It is extremely frustrating. QuickBooks support is useless.... you spend hours on the phone with no resolution. This should be considered and urgent matter.

R

rynophiliac

I have had this issue for 2+ years and spent at least 20 hours on the line with customer support on 4 or 5 occasions with no resolution. On 2 occasions I have had the issue elevated all the way to the "software engineers". In both of those cases the ticket was closed a bout a week later saying the issue was resolved but it was not resolved. There was no way to reopen the ticket other than call into support and go in another circle.

My temporary fix- I just create a recurring invoice for the customer and then I go in a enter the card details each time and pay it. It's a pain but I don't know what else to do other than switching to a different merchant completely.

Did you enter your credit card info correctly?

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded