Missing "Sort payments by” on the Payments To Deposit screen

I have a client who is using QB Pro 2015 and recently updated to R6 and is missing "Sort payments by” on the Payments To Deposit screen. I have talked to QB Support and they are stumped and trying to figure out what is going on.

Has anyone else encountered this problem?

Answer

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Tech Support said:  There is an undocumented issue when a client has merchant services turned on having to do with that “sort payments by” dropdown.  The issue is, apparently, that that drop down creates issues with merchant services.  So, the “fix” is to remove the dropdown!  Who knew, not us as it is undocumented.  Now, and thanks to you and your client, we are writing an article on this so it is documented and we will have an easily found answer to the issue. What this means is it isn’t a damaged file or any such issue, as it looked to be from my initial call.  We threw literally everything at it and nothing worked, because this is built into the software!  So once we got the file and looked it over we could not find anything wrong with it, eventually we got hold of somebody in Product Development who knew all about it and it was the merchant services.  Again we are writing an article as I write this email to you to document it for the front line agents. We want to thank you for bringing this to our attention so we can get that documentation created and available.  We have almost never gotten a call on this but now when we do we know what the cause is.  Thank you for that.

There is no solution to get the dropdown back.  It is removed when merchant services is turned on.

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