Question

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Forum|Forum|7 years ago
January 4, 2019
7 replies
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Original commenter did not share additional details

QuickBooks Online

Welcome to the Community. Let me address your deposit concern so you can get back to business.

When something unexpected occurs in your transaction(s), a hold may be placed on the funds. Here are some common reasons for holds:

When your payment processing exceeds the established maximum dollar amount expected on your account.
When a transaction is processed after several authorization attempts and failures.
When certain transactions require verification of your business type to ensure it is compliant with the Intuit Acceptable Use Policy.
When our systems identify processing patterns that pose a risk to any of the parties involved: You, your customer or to Intuit.

To get more details in handling deposits on hold in QuickBooks Online, please check out these articles:

Also, credit card deposit takes 1-2 business days to reach your bank while bank transfers (ACH) can take 2-7 business days. This can also be the reason why it's still showing on hold since it hasn't been deposited to the bank. However if it exceeds the given the length of time since the payment was made, I recommend contacting the QuickBooks Payments Support Phone Team. This team is the best resource for such inquiries, as they're able to request account information to pull up your company and share sensitive information. They'll be able to further assist with determining the details of the transaction and why it is still on hold.

This should get you moving today, @jakebanderson321. Don't hesitate to let me know if I can be of additional assistance. Cheering your business to continued success.

J

jakebanderson321Author

Hello, thank you for the information. However, this doesn't really answer my question.

As I mention, the deposit has already been made to the account. That was last month, so I already worked through all of the steps with the payments/merchant services group.

I then followed up with them yesterday, and they mentioned that since it is the QBO application showing the notification even though QBO also registers and shows that the money has been deposited I should work with the QBO team. I've talked to numerous QBO assistants, and no one has an answer.

I simply want the deposits to no longer say "Deposit on hold" in the invoices screen. My account shows that the funds were deposited in the transactions. How do I change those notifications?

HoneyLynn_G

Hi there, @jakebanderson321.

I appreciate you providing details of your issue and how the call went. I can help you out with this and resolve the deposit saying "Deposit on hold".

In order for the notification to update, you will have to disconnect the invoice from its payment and delete it. After that, re-create the deleted invoice (don't send it to Payments), and link it back to the original payment.

That should re-establish the recording of your transactions in QuickBooks. I'm sure that after following the steps above, you won't see the "Deposit on hold" on the invoices screen.

Keep me posted if you have follow up concerns about QBO. I'd be happy to help you more. Wishing you all the best.

J

JanyRoseB

Hi, @jakebanderson321.

Thanks for your responds. I'm here to guide you to the right support so you can get the help you need.

I appreciate you for taking the time to follow all the instructions provided by my colleagues above just to resolve this issue. Since the issue still persists, I encourage you to get in touch with our Care Support Team. They have additional tools to pull up your account and investigate this further. They can also create a new investigation and once it has been open, you’ll be receiving an email notification about the updates and progress.

Here's how you can contact our phone support:

Go to: Get help with QuickBooks Online.
Click the contact us link.
Select the Search for something else, and type-in Customer Support.
Click Search.
Scroll-down and click Get Phone Number.

In case you'd want to learn more about Payments Holds in QuickBooks Online, my colleague BettyJaneB provided some helpful articles above.

Please let me know how it goes. If you have any other concerns, don't hesitate to click the Reply button below. We're always here to help you out.

J

jakebanderson321Author

Hello, thank you for the insight. I actually have already gone through 3 separate conversations (2 with screen shares) regarding this issue. No one has had the answer, which is part of the reason I initially posted on here. I've tried both the Payments and QBO help center.

A

AldrinS

Greetings, jakebanderson321.

I appreciate all of your efforts for trying to resolve this issue. Allow me to join this thread and provide additional clarification regarding the deposit on hold.

This is in fact an ongoing issue that our engineers are collaborating with our Merchant Services Team to quickly resolve. I know you previously called us, but I encourage you to get in touch with our Customer Care Team again. Doing this will ensure you've been added to the product issue contact list

Contact QuickBooks Support

Click this link to go to the Official Contact Us page.
Choose QuickBooks Online.
Select Running your business in QuickBooks, then Banking.
In section 2, Here's how to connect with a QuickBooks expert, click Get Phone Number.

Once you've been added, you'll be signed up for scheduled email updates on the Engineering Team's progress towards a solution.

Please feel free to get in touch with me here for any additional questions, I always have your back. Thanks for dropping in and have a wonderful rest of your week.

S

Suleivys18

same problem over here 3 weeks 7k on hold talk to several people by chat no one answer the phone they keep asking the same question no answer this is digusting after solving this issue im done with this horrible company

J

Jodell56

I'm the newest victim of this scam. Did anyone get this resolved? I've been on multiple chats and calls with support, always has to hand me off to someone else and no one is resolving the issue. How can this be a multiple-year issue?

Jen_D

Thanks for joining this thread ans sharing this concern with us, @Jodell56,

If there is a problem with the bank or the account has insufficient funds, your payroll service is put on hold for a maximum of 5 days to make sure the redebit goes through. Please note that if a stop payment is enabled for your bank, it can cause further delays in resolving NSF holds.

Once the fund is settled, that is the only time our Finance Team will remove the hold status so you can resume payroll. If you haven't received any notification or updates, I recommend contacting our Support Team again for this.

They are the ones who have access to your payroll data and help lift the hold status for you. I know you already contacted them, however, we want to make sure your information is safe in this public forum. Disclosure of personal information related to account management and payroll is handled by our Customer Service Team for security reasons.

To learn more about this, see the following article: Resolve a non-sufficient funds (NSF) hold on your payroll service

To contact us, follow these steps below:

Go to the (?) Help menu and click on Contact Us.
Type the keyword Payroll Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to the Choose a way to connect with us section.
Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.

When using the messaging option, a small discussion box will open at the bottom right section of your monitor. An agent will be with you after filling in the information. See this:

Reach out to us during our operations hours. You will see it here: Support hours and type.

Provide you previous case number to help them track your previous ticket with us regarding this Direct Deposit Hold.

Let me know how the call goes, as I want to make sure this is taken care of for you. I'm also here if you need further help with anything in QuickBooks. Have a nice day!

A

ALEX ROSS

I am having the same issue at this very moment. I have have three clients paid using the quick books payment option. It has been months and after summiting all the documents request by quick books, no one could help to release the funds. We re now in January, 20201 and no one seems to know what is need to have the funds release. It is so unprofessional, and disgusting that they allow their customers to go through such troubling waters to receive their funds.

C

chelle611

I have been dealing with the same issue all week! They put my account on hold and they are withholding thousands of dollars that several of my customers paid for deposits on jobs that I can't start because they won't release the funds! My customers can't access their money and I can't access it to start their jobs. Every single day this week was wasted talking to these fools and getting a different answer from every single person I spoke too. I was told it would be done in 2 days and today is day 4 and NOTHING has been done! I have been lied to and jerked around all week by these people! I could possibly lose a HUGE job for my company due this BS I have been dealing with! They are a bunch of untrained, liars! I can't wait til this is done so I can find a different company to process my credit cards. Does anyone have any suggestions for me?

M

Margaret34

Purchasing QBO and the accompanying PR service is the worst thing our company ever did. It's HORRIBLE!!!!! I can't process payroll even tho I have followed all produres to release the hold on my account. THIS IS PAYROLL!!!! Unlike the rest of the world, we are still WORKING for a living and would like to be PAID!! We aren't getting government handouts. I am furious with this joke of a program.

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