Fixes to Try When QuickBooks Merchant Service Not Working

When making customer payments, you may notice your QuickBooks merchant service not working. You can often face problems receiving and processing payments, including credit cards and e-checks. The following message can appear on your screen:

“Please wait. We’re matching your deposits to QuickBooks Desktop records.”

“We’re sorry, but your session ended due to inactivity. Click here to log back in.”

 In this blog, we will talk in depth about the reasons behind this issue to help you understand the real case in your system. We have also listed troubleshooting steps to help you resolve the problem in QuickBooks Desktop. 

If you need any help while initiating payments in your QuickBooks, feel free to get in touch with our experts at +1(800) 780-3064.

Common Issues When You Encounter QuickBooks Merchant Service Not Working

Listed below are the potential issues that might interfere with the merchant service when it is not working in your QuickBooks:

• You can’t connect to the merchant service account in QBDT.
• The ACH payments are rejected.
• The merchant service deposit link is unable to process operations. 
• You may face an unrecoverable error when trying to load merchant service deposits.

Before proceeding to troubleshooting, ensure you have linked the payment account to QBDT.

Link the Payment Account to QuickBooks Desktop

Listed below are the steps you are requested to follow to link the payment account to your system.

• Access the QuickBooks Desktop.
• Go to the Customers tab.
• Click on the Link Payment Service to the Company File.
• If a pop-up message appears titled ‘Credit Card protection,’ enter the details and tap OK.
• Here, type in the user ID and password to log in to the QuickBooks Payments account.
• Tap on the Connect button to link it.
• But, if you are transferring the payments, tap on the Transfer option.
• Then, click on Yes, transfer.

Now, let’s learn about the troubleshooting methods to try when this error appears.

Troubleshooting Methods for QuickBooks Merchant Service Not Working

The first step you should take is to make sure you don’t use an outdated version, which can cause several other errors and keep you behind in using the application’s new features. Thus, consider updating QuickBooks Desktop to the latest version. 

Next, follow the troubleshooting methods given below, one by one. 

Solution 1: Reconnect Merchant Server Account

Try to reconnect to the merchant server by following the steps below:

• Access the QuickBooks Desktop.
• Tap on the Edit menu.
• Choose the Preferences options.
• Now, go to the Payments menu.

Here, disconnect the server account, and to reconnect, follow the steps below:

• Access the QuickBooks Desktop.
• Now, go to the Customers option.
• Tap on the Link Payment Service to Company File section.
• When the message about credit card protection appears, enter the required information and tap OK.
• Now, input the user ID and password to log in to the QuickBooks merchant payments account.
• Tap on the Sign in option.
• Now, connect to the QB Merchant Service account.

Once the steps above are completed, a pop-up message confirming the connection to QB Payments appears on the screen.

Solution 2: Turn Off Auto-Matching and Record Settings

In situations when the auto-matching and record settings are turned on then you can notice your QuickBooks merchant service not working. Follow the steps below to disable it.

• Move to the Banking menu.
• Now, choose the Record Merchant Service Deposits option.
• Tap on Change your deposit settings.
• Disable the Auto match & record settings, then tap Save.

Performing these steps will help you to disable the auto-matching option.

Solution 3: Repair the QuickBooks Desktop

When you wish to repair the QBDT application, the first step is to download and install the QuickBooks Tool Hub on your system and follow the steps below:

• Launch the QuickBooks Tool Hub in your system.
• Go to the Program Problems issues tab.
• Click on the Installation Issues tab.
• Choose the Quick Fix my Program option to fix this issue.

If the merchant service issue persists, try running the install diagnostic tool.

• On the QB Tool Hub, access the Installation issues tab.
• Here, tap on the QuickBooks Install Diagnostic tool.

These steps will help you resolve the program-related issue and repair the QuickBooks Desktop. You can also face this issue while downloading the payment, and it cannot be matched. Let’s look into the reasons behind this error.

Payment Can’t be Recorded or Matched – Methods to Fix That

There can be issues when you try to record and match payments, but you are unable to download them. Here are the possible causes for that:

• When there is damage or corruption in the account in which the amount is to be received, or multiple A/R accounts in QuickBooks Desktop.
• There may be a situation in which the invoice you want to modify/edit is generated before the closing date.
• The invoice associated with merchant payment might be fully or partially in QBDT.
• If there is any damage, an incorrect payment, or a check payment method.

Let’s now move on to the solutions you can try if the QuickBooks merchant service isn’t working.

Method 1: Verify if the Invoice is Paid

• Locate the invoice for the payment due that is causing the error.
• Eliminate all payments on this invoice so the balance appears as due.
• Access the QuickBooks merchant service deposits.

Note: Check if the customer has paid the invoice online, then verify not to make any changes to emailed invoices.

Method 2: Check the Payment Method and Type

• Under the List tab, choose the Customer & Vendor Profile Lists option.
• Tap on the Payment Method List section.

Here, verify the Payment Methods details and Payment Types. The list for the bank and bank type is mentioned below:

• Now, correct any wrong payment methods or types, and the merchant payments should be recorded.

Method 3: Change/Modify the Closing Date

• Quit the Merchant Service Deposits page.
• Log in to the QuickBooks company file as an administrator.
• Choose the Edit menu and then go to the Preferences tab.
• Now, select the Accounting option.
• Under the Company Preferences window, choose the Set Data/Password and modify the closing date.
• Save the changes to the closing date and preferences.
• Move to the Merchant Service Deposits again and record the payment.
• Head back to Preferences, change the closing date to the correct date, and save the preferences to complete the process.

Method 4: Modify the Payment Method

Here is how you can modify the payment method:

• Go to the Lists menu.
• Tap on the Customer & Vendor Profile Lists tab.
• Select the Payment Method List.
• Now, double-tap on the Check option.
• Choose the Payment Type to one of the credit card types.
• Choose OK to save the changes.

Method 5: Merge Existing or Multiple A/R Accounts

To first merge the existing and new A/R accounts, here are the steps to follow:

• Go to the Lists option.
• Now, head to the Chart of Accounts and choose the Account from the drop-down menu.
• Choose the New section and click on Other Account Types.
• Then, select the Accounts Receivable section.
• Tap the Continue option, then enter the Account Name “Accounts Receivable 2.”
• Hit the Save & Close option.
• Now, right-click on the existing Accounts Receivable account and choose the Edit Account menu to change the name to Accounts Receivable 2.
• Hit the Save & Close option.
• Tap on Yes to merge the accounts.

After the steps are complete, open the QuickBooks Merchant Deposits window and check whether the issue is resolved, or try merging the multiple accounts.

• Choose the Chart of Accounts option, which can be found under the Lists menu.
• Here, look for the Accounts receivable account that you want to merge.

Important: The payments that you made using the QB Merchant Deposit Screen may not be applied to invoices against an A/R subaccount.

• Open the invoice you wish to apply payments to, and review the selected Accounts Receivable account.
• Swap the Accounts Receivable account to the main account.
• Now, tap on the Save & Close button to save the changes.

These are the solutions you can use when you wish to merge the accounts and overcome the QuickBooks merchant service not working issue.

Conclusion

This blog covers all the essential aspects you should know when you notice your QuickBooks merchant service not working. We have explained the leading causes behind the error in your system. Moreover, we elaborated on the methods you can perform in your QuickBooks Desktop to overcome it. 

Additionally, you can find the reasons and solutions when your payments don’t match or aren’t recorded on the invoices in this blog. If you need any further help when you are stuck with QuickBooks merchant services, feel free to contact our experts at +1(800) 780-3064.

Frequently Asked Questions (FAQs)

Gabby Taylor

Gabby Taylor, combines financial expertise with literary prowess. With over a decade in finance, she crafts insightful narratives on navigating fiscal complexities