Disruptions in processing customer payments, such as the current issue with QuickBooks Payments, can cause significant inconveniences. Thank you to everyone who joined this thread to inform us of this problem. I want to share the latest updates and guide you to potential fixes.

As of posting, we have reported cases where QuickBooks Desktop (QBDT) users are experiencing difficulties processing credit card payments, resulting in the HTTP status 500 - Internal Server Error. Please be assured that our product engineers are actively working to resolve this issue. For now, I recommend contacting our live Merchant Support team to add you to the list of affected users and receive updates on the progress of the investigation. Here's how you can reach out to them:

In your QBDT, go to the Help menu.
Select QuickBooks Desktop Help/Contact Us.
Click on Contact Us.
Enter the description of your concern. Then, hit Continue.

Additionally, I would like to thank @Blue-River for their helpful workaround to this error. We greatly appreciate your valuable insights and proactive contributions. Here are the steps to follow for this workaround:

Sign in to the Merchant Service Center.
Go to the Processing Tools drop-down menu and select Charge a Card.
Complete the fields. Comments you add are only visible to you and the cardholder.
After you process the payment, you'll see a confirmation page. You can select Print, E-mail, Void, or Done.

Just a reminder, transactions processed in the Merchant Service Center are not imported into QuickBooks or the Web Store. Therefore, you will need to record these transactions manually afterward.

Additionally, since this problem appears to be because of the script processing functions being blocked or the script software being damaged, I encourage collaborating with an IT expert and performing the potential solutions listed in this article: Script error when using payments account applications or websites.

If you need help creating rules in QBDT to categorize your transactions once the issue is fixed, please refer to this article for future reference: Create rules to categorize transactions in QuickBooks Desktop.

We appreciate your patience while we work on resolving this problem. As always, we'll be here in the Community if you have further details or questions you'd like to add. We're committed to offering ongoing support.

J

jjulian

Any update on this error?

Z

ZackE_

Moderator

Thanks for getting involved with this thread, jjulian.

I've reviewed our ongoing investigation about subscribers encountering a Error 500 - Internal Service error message when trying to process payments and can confirm Intuit's Product Investigations team is currently researching the behavior.

If you haven't yet, I'd recommend getting in touch with our Customer Care team and referencing the investigation's case number (INV-115470). They'll be able to pull up your account in a secure environment and add it to our list of affected users if necessary. This ensures you'll receive email notifications about any updates relating to our investigation.

They can be reached while you're using QuickBooks.

Here's how:

In your top menu bar, go to Help, then QuickBooks Desktop Help.
Click Contact Us.
Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
Hit Continue.
Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

For the time being, the confirmed workarounds are to process payments through e-invoices you email to your customers for them to pay from their end, or you can manually process their payments yourself in the Merchant Service Center.

If there's any additional questions, I'm just a post away. Have an awesome Monday!

Same issue

same issue. Based on the QB support response, I am thinking maybe a something changed on the OS side as well.

I know we did monthly windows patching last night. I'm curious if anyone else did. I was thinking a rollback of the monthly updates as a temporary fix.

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