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Best answer by JenoP

Joining you here to provide information and help with your question about payments on hold, Thomas.

 

I totally understand that receiving the payment in a timely manner is very important to everyone, specially for small business owners.

 

Customer payments may be placed on hold when there are pending details in a merchant's account, transactions, or customers that require clarification before funds are released. This measure is taken to ensure that everything is in order and running smoothly.

 

In most cases, holds are triggered when any of the following situations occur:

 

  1. When your payment processing exceeds the established maximum dollar amount expected on your account
  2. When a transaction is processed following multiple unsuccessful authorization attempts.
  3. When specific transactions require verification of your business type to ensure compliance with the Intuit Acceptable Use Policy.
  4. When our systems detect processing patterns that pose a risk to any of the parties involved—be it you, your customer, or Intuit.

 

An email will be sent to inform you about the necessary information or documents required to release the payment. Please check your inbox for any instructions related to it. It will provide you with detailed steps to resolve any issues. Typically, we request additional information to facilitate the completion of our review process.

 

Once we have all the necessary information, our review process is usually completed within 2 business days. After the review is finalized, we can proceed with processing the payment.


Additional details about this are discussed in the article that's shared by Just_me. 

 

Let me also share these articles for additional references when receiving online payments from your customers: 

 


Feel free to ask any follow-up questions or reach out to us again for any other inquiries. We are always available and more than willing to offer our assistance once more.

3 replies

J
Just_me
August 2, 2023

This link explains what Intuit/ QB is of holding money.  BUT!!  Just so you know, a LOT of people never get their money released and have to collect it from their state after MONTHS of Intuit/ QB holding it.  Don't believe me, use the search bar at the top of any page here in the community to search the topic. 

 

https://quickbooks.intuit.com/learn-support/en-us/help-article/payment-processing/funds-hold/L4WyBLfan_US_en_US

 

Good luck!! 

    T
    thomastaylor-proAuthor
    August 4, 2023

    My account was on hold for 3 days.   I provided 6 months business banking statements as requested.   4 days later I received an email stated that my account is successfully closed.   I talked with qb reps during those 7 days and they couldn't tell me why the account was on hold to begin with and I still don't know the reason.   Now, how do I receive the funds that were on hold or have them reverse the charges back to my customers?   Qb Intuit does not communicate their intentions very well.

    C
    ChristieAnn 11
    August 4, 2023

    I appreciate you for coming back to the thread and clarifying your issue about holding funds and performing some steps to resolve it. This isn't the kind of feeling I'd wish you to have, and I know how vital it is to receive the funds that were on hold. I'll ensure you'll be routed to the right place and point you to the right support team to assist you further on this matter.

     

    To start with, I encourage visiting the Resolution Center in the email you received from Intuit. This is the best place or way to check and ensure you answer all document requests and questions from our team.

     

    I suggest contacting again our QuickBooks Merchant Support Team. They're the best support group for such inquiries as they can request account information. They can investigate why the deposit is put on hold, and explain how to get your funds. They can also further discuss the email you received about account closure and the reason for it.

     

    On the other hand, you can process a void or fully refund a transaction to your customer through your QuickBooks Payments account. However, due to the account being on hold or closed, you cannot accomplish the reverse.

     

    Lastly, refer to each article below if you need additional details on why Intuit holds and delay your funds so you're able to handle them.

     

     

    Please post a reply below if you have additional questions about your deposit. I'll be more than happy to assist you again, thomastaylor-pro.

    JenoP
    JenoPAnswer
    August 2, 2023

    Joining you here to provide information and help with your question about payments on hold, Thomas.

     

    I totally understand that receiving the payment in a timely manner is very important to everyone, specially for small business owners.

     

    Customer payments may be placed on hold when there are pending details in a merchant's account, transactions, or customers that require clarification before funds are released. This measure is taken to ensure that everything is in order and running smoothly.

     

    In most cases, holds are triggered when any of the following situations occur:

     

    1. When your payment processing exceeds the established maximum dollar amount expected on your account
    2. When a transaction is processed following multiple unsuccessful authorization attempts.
    3. When specific transactions require verification of your business type to ensure compliance with the Intuit Acceptable Use Policy.
    4. When our systems detect processing patterns that pose a risk to any of the parties involved—be it you, your customer, or Intuit.

     

    An email will be sent to inform you about the necessary information or documents required to release the payment. Please check your inbox for any instructions related to it. It will provide you with detailed steps to resolve any issues. Typically, we request additional information to facilitate the completion of our review process.

     

    Once we have all the necessary information, our review process is usually completed within 2 business days. After the review is finalized, we can proceed with processing the payment.


    Additional details about this are discussed in the article that's shared by Just_me. 

     

    Let me also share these articles for additional references when receiving online payments from your customers: 

     


    Feel free to ask any follow-up questions or reach out to us again for any other inquiries. We are always available and more than willing to offer our assistance once more.

      U
      UnifiedAirJC
      March 6, 2025

      Quickbooks have done this way too many times and it’s hard getting a live person.  I will be switching to a different platform asap!

        J
        Joeaudiollc
        May 20, 2024

        My question is .. how many days I need waiting for deposit costumer b'cus its on hold for 4 days I need help 

        R
        RoseJillB
        May 20, 2024

        I’ve got you covered about funds on hold in QuickBooks Online (QBO), Joe. I have the details you need so you can be guided about what to do and the frequent reasons for this occurrence. 

         

        With QuickBooks Payments, you can process payments right within QuickBooks. If a payment you've recently received is on hold, there's no need to worry. It simply means we need to review it to ensure everything is in order. This is a standard process that benefits all parties involved in the payment. Payments are reviewed periodically to guarantee accuracy.

         

        In line with that, customers with funds withheld on their accounts will receive an email to the one you used to sign in to the Merchant Service Center. It'll give you specific steps to fix any issues.

         

        To sort it out, please follow the steps in the email urgently. After that, our dedicated team will work on this within 2 business days, then, they can finish processing the payment. However, if the funds are withheld for more than the specified days, please consider contacting our Merchant Support Team to check it further. 

         

        The process may need you to provide your confidential information. To maintain your privacy, it’s best to contact them. You can do so by following the steps below within your company file:

         

        1. Sign in to your QuickBooks Online account.
        2. Click the Help button.
        3. In the QuickBooks Assistance chat box, select Talk to a Human or tap the Contact Us button at the bottom.
        4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
        5. From there, choose a way to connect with us: Chat with us, get a Callback, or call our support line directly by getting our Phone number.

         

        Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedule and hours: Contact Payments Support. 

         

        Don't hesitate to reach out to me through this forum if you require further assistance. Stay safe!

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