- I need to change the information on my BigTime Payments account. How do I do that?
If you have any questions about changing or updating your BigTime Wallet account information, reach out to BigTime's customer support team by emailing support@bigtime.net.
- What types of payments does BigTime Payments accept?
BigTime partners with BlueSnap to run BigTime Wallet. This makes it possible for BigTime Wallet to accept credit cards and bank transfers (ACH) as methods of payment. BigTime accepts the following credit card types: Visa, MasterCard, Discover, and American Express.
- How long do I have to wait before a payment is deposited into my account?
If your client makes a payment using bank transfer, you will need to wait three to five business days before that payment shows up in your account. If you want bank transfers to process faster, you can enroll in our expedited plan to have them deposited the next day. Otherwise, all credit card payments will take between two and three business days to deposit.
- Can I control the method my client uses to make a payment?
Yes. When you create an invoice for a client, you have the ability to select the type of payment that is required on that invoice.
- How can I send my client the link to make a payment?
There are multiple ways to send a payment link to your client. The first method is to check the online payment method option on an invoice and email it to your client. To do this, click the ENVELOPE icon on your draft invoice page.
A new window will open where you can add info about the invoice you plan to email. Check the box next to ALLOW USERS TO VIEW/PAY THIS INVOICE ONLINE. This will send your client the invoice and a link to make a payment.
Once you email the invoice to your client they will also see a PAY INVOICE button on the invoice PDF.
The second way to send your client a payment link is by copying the payment link from your invoice and sending it to a client yourself. Scroll to the bottom of the right-hand toolbar on your invoice and click GET PAYMENT LINK.
This will open a window where you’ll see the payment link for that invoice. You can click COPY LINK and then send the link to your client via chat, email, text, or whatever communication method you prefer.
- Some of my clients are located outside of the United States. Can those clients make payments with BigTime Payments?
Yes, depending on the method of payment they use. BigTime Wallet can accept payments from clients outside the U.S. so long as they use a credit card as the method of payment. However, bank transfer payments cannot be made internationally.
- Is BigTime Wallet PCI compliant?
Yes, BigTime Wallet follows all PCI compliance standards.
- Does my firm need to be integrated with QuickBooks to use BigTime Payments?
No, you can use BigTime Wallet if you aren’t set up with QuickBooks integration.
- If I am integrated with QuickBooks, how do payments from BigTime Wallet get logged in my QuickBooks file?
So long as your invoice has already been posted to QuickBooks, your payments will be able to travel from the payment portal to QuickBooks right away. If you're using QuickBooks Online, those payments will be posted immediately, but if you're using QuickBooks Desktop you will need to run the Sync Agent in order to post the payment.
Once it's deposited, QuickBooks will create four journal entries for that payment. Two of those journal entries will be credit entries, one recording the deposit amount and one recording the associated transaction fees. The other two entries will be debit entries, one of which will debit your bank account for the deposit amount, and the other one recording those associated transaction fees. To learn more about journal entries with payments in QuickBooks, look at this article.
- How do I refund a client payment?
First, either find the payment in the payment history report. You can also open the relevant project from the project list, open the BILLING tab and then find the payment in that screen.
Click into payment, which will open the window below.
At the bottom, you’ll see a button labeled VOID/REFUND. Click this button and fill out the refund amount in the window that appears, then click VOID/REFUND again. Note that the amount you’re able to refund to a client is capped by the total payment amount – you cannot refund for more than the client originally paid.
Finding Card Specific Processing Fees for BigTime Payments
Per-card processing fees for BigTime Payments, powered by BlueSnap, including rates for AMEX, Visa, Mastercard, and Discover, are documented in the Pricing Agreement rather than displayed inside BigTime. The Pricing Agreement is the authoritative source for these rates, and Support cannot quote specific fees on a customer's behalf.
- Step 1: Log in to BigTime.
- Step 2: Go to Gear Icon and select Integrations.
- Step 3: Select BigTime Payments from the list of integrations.
- Step 4: Open the Pricing Agreement within the BigTime Payments settings. This document lists card type processing rates, transaction fees, and all other fee terms.
Reconciling BigTime Wallet Deposits and QuickBooks When Amounts Differ
Differences between BigTime's deposit report and the amount posted to QuickBooks can occur when non-processing fees are deducted from deposits. BigTime may display deposit totals with only processing fees deducted, while QuickBooks reflects both processing and non-processing fees.
Common symptoms include:
- The deposit total in BigTime's deposit report doesn't match the amount posted to QuickBooks.
- QuickBooks shows a lower deposit than the total in BigTime's deposit report
- A difference exists between the two systems, but no fee is listed
Understanding the Amounts
- BigTime deposit report: Shows the deposit total with standard processing fees deducted.
- Amount sent to QuickBooks: Includes both processing and non-processing fees (for example, adjustments, network assessments, ACH return fees, and chargeback fees).
Example: If an extra $1.50 non-processing fee is applied, QuickBooks will show a deposit $1.50 lower than the total you see in BigTime's deposit report.
To reconcile the difference, follow these steps in order.
- Step 1: Open the DEPOSIT DETAILS in BigTime.
- Review the fee breakdown for the batch.
- Step 2: Compare to your QuickBooks entries.
- Locate the bank deposit and any associated fee lines or journal entries.
- Step 3: Adjust for non-processing fees.
- Subtract any non-processing fees from BigTime's deposit amount to match the QuickBooks net deposit.
- Step 4: Categorize the fees properly.
- If your integration did not create separate fee lines, add journal entries in QuickBooks to record the fees to the appropriate expense accounts.
Troubleshooting Discrepancies
- No fee listed but amounts differ: Check for refunds, reversals, or ACH returns included in the deposit.
- Date range mismatch: Ensure you are reconciling the same batch across systems. Some deposits combine multiple days.
- Persistent mismatch: Gather the deposit batch ID and totals and contact BigTime Support for assistance.
Best Practices
- Always reconcile to the net amount that reached your bank account. QuickBooks should reflect the net deposit after all fees and adjustments.
Payments from BigTime Not Posting to QuickBooks Online (QBO): Required Invoice Settings and Troubleshooting
If a payment recorded in BigTime is not posting to QuickBooks Online, the most common cause is that the invoice was never posted to QBO. BigTime only posts payments for invoices that meet specific requirements.
Common symptoms include:
- A payment recorded in BigTime doesn't appear in QBO
- A persistent error appears when the payment is posted or synced
What Must Be True for Payments to Post from BigTime to QBO
- The invoice must be posted to QBO.
- The invoice must be in the Sent/Posted status (not Draft and not Paid).
- The invoice should be posted or sent before the payment is applied.
- If the invoice already has payments applied, Enable QuickBooks Payments must be turned on before the invoice can be posted.
To fix a payment that won't post, follow these steps in order.
- Step 1: Confirm the invoice was posted to QBO.
- Open the invoice in BigTime and check whether it has been posted to QuickBooks. An invoice that was never posted to QBO is the most common reason a payment doesn't post.
- If it hasn't been posted, post the invoice to QBO using POST TO QUICKBOOKS. Payments already applied to the invoice post to QBO along with it.
- Step 2: Turn on Enable QuickBooks Payments.
- If the invoice already has payments applied, it can't be posted until ENABLE QUICKBOOKS PAYMENTS is turned on.
- If you see the error "You cannot post an invoice with a payment until Enable QuickBooks Payments is turned on in your QuickBooks integration settings," turn on ENABLE QUICKBOOKS PAYMENTS in your QuickBooks integration settings, then post the invoice again.
- Step 3: Verify the invoice status.
- Open the invoice in BigTime.
- Confirm the status is Sent/Posted (not Paid and not Draft).
- If the invoice is marked Paid, change it back to SENT/POSTED so the payment can post.
- Step 4: Ensure the invoice was posted or sent before the payment.
- If you applied the payment while the invoice was not Sent/Posted, unapply or delete the payment, update the invoice (update the status), then reapply the payment.
Best Practices
- Avoid manually marking an invoice Paid in BigTime before the payment posts. Let the sync and payment update the status to Paid automatically.
Turn Off Payment Notifications
If you're receiving payment-related email notifications and want to stop them, you can manage these from the Notifications page.
To turn off payment notifications, follow these steps in order.
- Step 1: Sign in to BigTime.
- Step 2: Click the GEAR ICON (global settings) in the app header.
- Step 3: Select NOTIFICATIONS from the menu.
- Step 4: On the Notifications page, locate PAYMENT NOTIFICATIONS.
- Step 5: Toggle the setting off (or uncheck the option) to stop payment emails.
- Step 6: If prompted, SAVE your changes.
If You Can't Find the Notifications Page
- Make sure you're clicking the gear icon and opening the main settings.
- If Notifications isn't listed, your role may not have access to manage notifications. Ask a System Administrator to adjust your permissions or make the change on your behalf.
- Try refreshing your browser, or signing out and back in.
What Changes When You Turn Off Payment Notifications
- You will stop receiving BigTime payment-related email alerts.
- This change does not affect payment processing or your ability to collect payments.
- If you continue receiving payment emails, confirm whether they are coming from BigTime or your payment processor (for example, BlueSnap). Emails sent directly by BlueSnap are managed separately within your BlueSnap account.