Intuit GoPayment (QuickBooks) Review
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- Date Established
- Mountain View, CA
- Predictable flat-rate pricing
- Supports PayPal payments
- Inexpensive hardware
- No setup or application fee
- No early termination fees
- Poor customer support
- High per-transaction fees
- Numerous public complaints
QuickBooks GoPayment (formerly Intuit GoPayment) allows merchants to take payments on the go and seamlessly sync with QuickBooks Online. While QuickBooks GoPayment can be a standalone feature set, technically it also falls under the auspices of QuickBooks Payments, which we’ve already reviewed. So did we need a separate standalone GoPayment review? Yes, and here’s why.
The mobile payments industry represents a bit of a unique space and one that is ever-changing. Standalone mobile apps that offer pay-as-you-go rates are becoming rare nowadays. Most big processors now roll out their own branded mobile solution within a broader, overarching ecosystem. QuickBooks GoPayment represents a viable standalone option that can also be used in tandem with the rest of QuickBooks’ products as well as integrated with many other apps, too.
You don’t need to be a QuickBooks user to set up a merchant account with QuickBooks GoPayment. However, you won’t automatically get many features that typically come along in other standalone mobile solutions. For instance, you can’t send an invoice or download a simple sales report without purchasing a monthly QuickBooks Online plan. On the other hand, Square (read our Square review) comes with a seemingly endless laundry list of solutions for the mobile user that include sales reports and invoicing. In this QuickBooks GoPayment review, we are going to keep all of this in mind and answer the question: Is QuickBooks GoPayment a good option?
We have a lot to consider. For starters, with QuickBooks GoPayment, you’ll open a merchant account through Intuit to use GoPayment. Having a traditional merchant account adds to the overall stability of the service because, in theory, you have a decreased amount of holds and freezes. You still also get access to the full suite of services QuickBooks Payments provides. However, it also means that brand new businesses and micro-merchants might find it a bit more difficult to get approved for an account than they would with Square or PayPal.
Additionally, QuickBooks charges a $0.25 per-transaction fee. That fee makes small transactions more expensive to process via GoPayment. And that’s why, for us, the pricing is the single most significant mark against its mobile processing app.
Despite the pricing issues that may affect smaller businesses, it’s always important to remember this: If a solution saves you time, improves workflow, or reduces hours on a task, it may be worth it. If you’re a business owner who’s interested in seamless QuickBooks integration, or you need a full-fledged merchant account with mobile processing built-in, then GoPayment will probably suit you well.
QuickBooks Payments offers a mobile payment solution that doesn’t have many bells and whistles, but it does have what you need to accept mobile payments with minimal fuss. Moreover, you’ll also get the stability that comes only from a merchant account. Not only that, but Intuit offers a high level of transparency, with no hidden fees, tricky contracts, or other nonsense that can cause headaches for merchants.
For these reasons above, Intuit GoPayment earns a very respectable 4 stars and a general recommendation.
However, this recommendation comes with a few caveats — the pricing and some customer service concerns that seem to persist over time. GoPayment isn’t suitable for merchants with very small tickets, as you’ll pay more than you need to. If you process mostly very small transactions (under $50 or even under $75), you should probably look at Square, which has everything Intuit offers minus a dedicated merchant account. However, you’ll find the pricing far more to your wallet’s liking, and it has a boatload of other features that come along at no extra cost.
In the meantime, let’s explore what QuickBooks GoPayment has to offer so that you can determine if this solution is the best option for your business.
Table of Contents
Products & Services
As I mentioned in the Overview section above, opening a QuickBooks GoPayment account means you’ll get a legitimate merchant account. It’s important to note that if you are also a QuickBooks Online customer, you’re going to enjoy some additional features than what GoPayments offers on its own, such as invoicing and reporting. In this review, however, we are just focusing on GoPayment as a standalone solution. Here’s what you can expect with the free mobile app:
- Easy QuickBooks Online Integration: While you’ll have to pay for any additional QuickBooks products, the convenience of exceptional compatibility between QuickBooks solutions is worth mentioning! No matter how you process your payment with QuickBooks GoPayment, all your transactions sync to QuickBooks Online automatically (with GoPayment version 10.3 or later). That syncing can be a huge benefit to existing customers and those who choose to add this plan in the future.
- Merchant Service Center: When you sign into the web portal through a browser, you can take a fully secure payment from your customers right at your virtual terminal.
- ACH & eCheck Payments: GoPayment allows you to process ACH and echeck payments. QuickBooks Online users can process echecks in the Merchant Service Center, then manually record them in QuickBooks Online.
- Add Up To 50 Users: Having many users on the same account who can use the service in unison could make a big impact on your business. Not all providers allow this, but Intuit lets you add up to 50 users with an assortment of user permissions.
- Tax & Tip: Collect sales tax and allow your customers to leave a tip. Customization for tipping is limited, and tax management is basic at best, but both are acceptable features.
- Apply Discounts: You can customize a discount for your customers by percentage or dollar amount, which is a nice touch.
- Item Library: The library is, admittedly, pretty basic. You can create items, add descriptions, set the price, add a photo, and set a category. Also, you can set a list of favorites. There are no item counts, however.
- Item Sync: Your can sync your item list to other devices and users on the same account. Only admins and managers, however, can add and delete items and categories or sync them to other devices.
- SMS Or Email Receipts: Receipts sent by email are customizable and can include your logo and contact information. You can also automatically send a copy of every receipt to an email address as a backup.
That’s a wrap for the app as far as features are concerned. The GoPayment app is certainly not the most full-featured mobile payment app out there. It’s also worth stressing that the QuickBooks GoPayment app doesn’t allow you to send an invoice, and it doesn’t have any reporting features. You can only pull reports for transactions, deposits, fees, and sales tax from your web portal. That’s not a lot of reporting ability when many mobile payments providers also offer some fairly useful inventory analysis (even without item counts). For invoicing and reporting, you’ll have to purchase a QuickBooks Online plan. QuickBooks GoPayment is best suited for QuickBooks Online customers because of this structure. For more about this solution, check out our QuickBooks Online review.
When it comes to pricing, you should keep in mind that QuickBooks runs promotions and changes pricing on a relatively frequent basis. So be sure to head to their site for the most current pricing information.
QuickBooks GoPayment Card Readers
Currently, the only two card readers you can purchase are pictured above. I like that QuickBooks has retired its swiper. While it was a good little reader, the EMV compliant chip readers represent a more secure option for merchants. What I like even better is that QuickBooks offers the chip card + magstripe reader for free with QuickBooks Payments. However, even if you pay the full $20, you’re still getting a fair price for a Bluetooth chip reader. The other option you have is the All-In-One Bluetooth Card Reader that allows you to process Apple Pay, Google Pay, Samsung Pay, and other contactless cards as well as your EMV chip and magstripe cards. This reader also comes with a charging dock. You can accept all of the major credit card brands with both readers, including American Express, Discover, Visa, and Mastercard. In this category, GoPayment earns a good rating. The readers are priced right and fulfill what they need to for mobile merchants, but to get an excellent rating, I’d like to see a few more features in the app itself.
Note: As you may have guessed by now, GoPayment isn’t meant for a countertop retail setup. You won’t get cash drawer or receipt printer support. For that, Intuit suggests that you use its QuickBooks POS solution, which connects with QuickBooks Payments and syncs with QuickBooks Desktop. Should you use QuickBooks POS instead? Well, that’s up to you, but we recommend that if you’re seriously considering it to check out our QuickBooks POS review for the details.
Fees & Rates
QuickBooks is generally great about disclosing its pricing for GoPayment (and the rest of its services). It’s also true that you need to pay attention to how the other services you may need or want will affect your total cost. Whether you use GoPayment as a standalone option or combined with other QuickBooks products, your pricing may vary. No matter which plan you choose, you’ll have a rather hefty per-transaction fee that makes GoPayment less than ideal for low-ticket merchants (less than $50). That’s a disappointing aspect of the GoPayment rate structure for me, and it could be a deal-breaker for some merchants. However, I like that the volume discounts are available to merchants processing just $7,500/month, so be sure to consider that if you have a higher volume business.
Here’s what you can expect for processing costs:
- No monthly fee
- 2.4% + $0.25 per swiped/dipped transaction
- 3.4% + $0.25 per keyed transaction
Also remember that even to run a basic sales report or have the ability to send and track invoices, you’ll need to purchase QuickBooks Online (read our review).
If you decide to opt-in for PCI compliance service, you’ll be charged $9.95 per month. You should also be aware of the fees at the bottom of Intuit’s Standard Pricing Schedule (“legacy” customers may have different rates). Here are the extra fees you might encounter:
- Chargebacks: $25
- ACH Bank Reject Charge: $25
- Returned Check Fee: $10
The only one you’re likely to deal with as a GoPayment user is the chargeback fee; however, chargebacks for in-person transactions are pretty rare. We recommend that every merchant take the time to understand how to prevent chargebacks. Learn more about what they are and how to protect yourself from this and other cash flow issues in our post, How To Avoid Merchant Account Holds, Freezes, and Terminations.
Finally, be aware that Intuit will assign you a maximum monthly processing limit and possibly a per-transaction limit. To keep your account open, be careful not to go beyond those limits. You can request increases to your limits, but they are issued at Intuit’s discretion and may even require you to set up a reserve fund. Still, I feel this is better than what you get from Square, which imposes limits but doesn’t disclose what they are for each business. With QuickBooks Payments, including GoPayment, you can log into the web portal and check your processing limit.
Overall, GoPayment has a good rating in this category for its affordable cost and easy-to-understand pricing models. Especially if you already find value in QuickBooks and have a steady volume of business.
Contract Length & Early Termination Fee
When you have a QuickBooks GoPayment account, the great thing is that you can cancel anytime you want, with zero cancellation fees. Because you only pay for the transactions you process, there’s a lot of flexibility if you want to try this solution. You won’t need to worry about additional financial risk if you change your mind.
Whenever we discuss contracts, however, it’s always worth mentioning that it is critical to read the terms of your contract before signing. Information on all types of policies that can affect your bottom line is in your contract. Understanding all of this from the get-go can prevent a lot of heartache and surprises down the line. I am happy to see that QuickBooks gives their customers the flexibility to add and remove services without penalty, which is typically not the case with traditional merchant accounts. They’ve earned an excellent rating in this category.
Sales & Advertising Transparency
Intuit, on the whole, has made great progress in the transparency category. You can find the merchant agreement and pricing schedule on the website pretty easily. The important information appears in the main advertising copy, and additional disclosures are not difficult to find. I don’t see any consumer complaints about hidden fees or problems with contracts, either. All of this is a great sign that you don’t have to worry about a bait and switch. You shouldn’t be surprised by any fees, but make sure you read the Intuit Merchant Agreement and the standard pricing schedule. There’s no longer a separate GoPayment agreement, which makes sense if all of these different elements are lumped under QuickBooks Payments. Don’t sign up for anything until you’ve read the whole agreement. It’s that important. I’ll give Intuit points for how easy it is to understand their materials.
Not only that, but the Quickbooks blog covers a wide range of topics that small business owners need. The content is great — and exactly what I like to see. From their Community GoPayment support page, you can also access a curated feed of just QuickBooks Payments blogs that may prove to be helpful and timely. QuickBooks has established a good reputation in sales and advertising transparency, and I can happily say that’s still the case today; they’ve earned an excellent rating in this category, without a doubt.
Customer Service & Technical Support
If you need some assistance, you can find it in a few ways:
- Customer service support by phone
- Searchable QuickBooks Help FAQ
- QuickBooks Community (can discuss with other business owners)
- Chat a question on site
- Facebook message
Reports of long wait times and customer service issues are fairly common; however, not all the poor reviews of customer service may represent actual QuickBooks GoPayment experiences. For instance, QuickBooks “scam” customer service lines have fooled customers into thinking they are speaking to a QuickBooks employee and that they need to pay a fee for technical service. QuickBooks does not charge for customer care. We strongly recommend that to ensure you didn’t land on a scam site to only access Intuit’s customer service through the website or app, not a Google search.
While you may need technical support or have a more complicated question, as a general rule, the robust FAQ section is enough to answer most basic questions.
In my experience, the live chat was quick to respond, but your experience may vary. QuickBooks Payments customers have access to customer support Monday-Friday 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. While we’d like to see 24-hour support (or at least better evening hours), having Saturday call times is better than nothing. While it may not be an advertised method, posting an issue to Facebook seems to warrant a response by the QuickBooks team consistently. Their business page on Facebook also clues us into how long it may take for them to answer a message: typically within two hours. Facebook seems to be a place where people air their grievances and get a response, so it’s something to keep in mind.
QuickBooks has covered their bases so that merchants can likely find what they need quickly, but if you’re in a pinch in the evening, you may be out of luck. Because of this and because QuickBooks is specifically called out for long wait times and inconsistent customer service, I’m giving them a fair rating in this category.
Negative Reviews & Complaints
I was rather surprised to find one of the most unfavorable consumer feedback spots is on the QuickBooks section of Intuit’s site itself! As you can see in the screenshot above, the majority of people aren’t happy with QuickBooks on this review page. As you’ll see in the positive reviews, however, it’s not as bleak when we visit the app stores, which also give us a much wider user base and likely a more balanced view of customer experience overall. Suffice it to say, those who visit the QuickBooks user review section are likely just not happy campers to begin with.
As far as the other big reviewer hub, Better Business Bureau, you won’t find a unique QuickBooks or QuickBooks Payments BBB page from Intuit’s profile, but you can also find a smattering of complaints directed at GoPayment there. Intuit occasionally responds to reviews — mostly the ones that relate to glitches in the app. I’d rather see no reports of technical glitches, but that’s just unrealistic in the mobile space.
The major issues with GoPayment seem to be the following:
- Long Hold Times For Customer Service: Many users have reported less than stellar customer service, including unacceptably long hold times for unhelpful service. This is honestly the biggest complaint against GoPayment and QuickBooks Payments on the whole. However, it’s also not unique to Intuit, either.
- Held Funds: Another noteworthy but uncommon complaint is Intuit holding funds from large transactions. This one is disappointing but not entirely surprising. At least one complaint that I saw came from a merchant who processed a transaction from a family member, which raised a red flag and triggered a hold. You can avoid this by being cautious and avoiding your typical processing red flags. (For more information, check out our article on how to prevent holds, freezes, and terminations.) Be aware of your processing limits too. Contact Intuit if you need an increase, and be prepared to provide documentation to justify the increased limit.
- Glitches: This one comes up most frequently. Merchants sometimes encounter trouble logging into their accounts, or the app might freeze. This is disappointing, but it sounds like Intuit pays attention and tries to resolve the issues quickly.
What’s great is that I don’t see an overwhelming number of complaints that say, “I opened an account with Intuit, and three days later I took a payment and now my account is closed!” The absence of these types of complaints tells me that most merchants can expect a level of account stability that exceeds both Square and PayPal. So while you might run into occasional trouble with a transaction, overall you can expect account stability.
Positive Reviews & Testimonials
It doesn’t take too long to figure out that we are going to have more luck heading to the app stores to see what the consensus is from users who download and use the QuickBooks GoPayment app. Things are a little sunnier here for QuickBooks. At the Apple store, GoPayment has earned 4.8 out of 5 stars among 2,155 ratings. Google Play has an even broader user base of over 1 million downloads and 6,000 reviews, with a 4.0 rating overall.
There are some noteworthy positives:
- Higher Processing Limits: First, Intuit is one of the only mobile processors that will tell you outright what your limit is, and it seems to be higher than other mobile providers, even with pay-as-you-go.
- Seamless QuickBooks Integration: GoPayment only syncs with QuickBooks Online, but at least this is available, and you don’t have to do any manual data entry.
- Multi-User Support: Up to 50 users can use a single account, which is great for growing businesses, mobile service-based businesses especially.
- Straightforward Rates: While I can’t say Intuit is the cheapest processor around, its pricing is clear, transparent, and easy to understand. The company has made massive improvements in this regard, considering it got off to a very rocky start.
Let’s not forget that you’re setting up a full-fledged merchant account with Intuit, so if you need a comprehensive payment solution on top of mobile support, you’re set. In addition to seamless bookkeeping, you can set up ACH transfers, and you have ecommerce support. I won’t say Intuit is particularly advanced or leading-edge technology for payments, but it definitely caters to most merchant needs and works with small and large businesses alike. Overall, QuickBooks earns a good rating in the User Review category, as merchants report being happy with QuickBooks, despite some of the drawbacks we’ve mentioned above. While complaints are likely valid, they don’t represent a typical user experience, according to the data.
In the past few years, QuickBooks has made some serious improvements to its payment processing service and its overall pricing structure. That includes a commitment to improving GoPayment, which is a great sign for current and future users.
The seamless QuickBooks integration makes it easy for you to keep track of your funds and your expenses, which is a vital part of doing business. In tandem with the GoPayment app, you have what you need to accept credit cards on the go. However, this solution doesn’t have a lot of the bells and whistles that you find with Square, which comes with a more robust feature set and also has countless ways to integrate apps or add premium services to create exactly what you need.
It’s important to remember, though, that because you’ll have a merchant account with QuickBooks, you should expect a bit more stability than with third-party processors (such as PayPal and Square). However, as a merchant, you should pay careful attention to your given processing limits and do your best to avoid any potentially suspicious behavior to maximize your account’s stability.
It’s clear that QuickBooks GoPayment was designed for a specific type of merchant. First of all, the ideal GoPayment user is an existing QuickBooks user, which means a major selling point is simplified accounting. (Although you should note that Square also integrates with QuickBooks.) The most compatible merchants have established businesses, not necessarily brand new enterprises still testing the waters of viability. And the pricing suggests that GoPayment isn’t particularly well suited to micro-merchants (crafters and artists come to mind, especially) or those with very low ticket sizes.
QuickBooks GoPayment pricing is fair and transparent with zero gimmicks, and they provide merchants with a robust set of features tailored for small and growing businesses. Because of this, I’m happy to award GoPayment 4 stars and a general recommendation. However, I strongly encourage you to do the math in advance and make sure the pricing structure works for your business. If you are just starting out with not much of a processing history, you also might want to look at Square, which will likely suit you better and also provides you with solutions that scale with your business.
Interested in shopping around a bit more? Check out our comparison chart to see how GoPayment stacks up against our other mobile payment options.