All Intuit web based products and services are designed for use and compatibility with Internet Explorer and as a result any problems that occur must be diagnosed in Internet Explorer.
This article can help you resolve the following problems:
IMPORTANT: QuickBooks 2012 and older products are not compatible with Internet Explorer 9 or newer! The browser will need to be reverted back to Internet Explorer 8 -or- the version of QuickBooks will need to be upgraded to QuickBooks 2013 or newer. QuickBooks 2013 versions were redesigned to work with Internet Explorer 9 or newer.
If the problem occurs in every browser version on your system or network, the security configurations are likely causing the problem.
Since Internet Explorer is the default browser for QuickBooks and other applications, clearing the cache may resolve persistent issues.
There are five key items that should be cleared from the Internet Explorer cache:
If the problem is isolated to a particular system(s) or network but does not happen when attempted on other systems (e.g. home or neighboring computer, systems outside of the network), you will need to consult your IT technician to further determine the cause of the specific issue.
If merchant service features work correctly in other browsers (e.g. Chrome, FireFox, Safari, etc...) but continue to fail in Internet Explorer, this indicates the problem is exclusive to this browser. If the above steps have been unsuccessful, the following steps are recommended and will resolve any remaining issues. These steps will remove all saved data and customizations entered in Internet Explorer!
If the problem continues to occur in Internet Explorer only and other browser continue to work correctly, you will need to contact your IT technician for further assistance, Since QuickBooks uses Internet Explorer exclusively for internet connections, this will likely impact your ability to process transactions in QuickBooks or via Internet Explorer. You can access the Merchant Service Center via other existing browsers that do function correctly until you problem with Internet Explorer is resolved. If you need information on manually entering payments into your QuickBooks software, click here.
NOTE: If you're experiencing a problem with QuickBooks 2012 (or older) and the Internet Explorer 9 (or newer) update has been installed, that version of the Internet Explorer update will need to be removed for merchant services to work properly. This is due to significant updates made to newer versions of Internet Explorer after the respective QuickBooks version was released. QuickBooks 2013 and newer versions have been specifically designed to be compatible with newer versions of Internet Explorer.
IMPORTANT: Internet Explorer updates must be removed from the View Installed Updates list located in the Programs and Features section of the Windows operating system. Attempting to install an older version of Internet Explorer over and existing newer version will results in an error. Internet Explorer should not be fully removed from a computer as it will cause problems with file navigation and access. For information on removing newer versions of the Internet Explorer, see the Troubleshooting issues section of the article, QuickBooks and the new Internet Explorer, 9 & up.
If you continue to have problems on various compatible systems and/or in various compatible network configurations that only affect your merchant services, there may be a problem with the merchant account. Please contact us at 800-558-9558 for further assistance.
NOTE: If problems occurs within QuickBooks with any web-based connections and are not limited to merchant services, the QuickBooks support team will need to be contacted at 888-320-7276 to resolve the QuickBooks connectivity issue.