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rachel-gathergri
September 30, 2022
Question

How long does it take to resolve a "payroll fruad" hold on our account? We have submitted all documents, it has been over a week and we can't get it resolved.

  • September 30, 2022
  • 2 replies
  • 0 views
The customer service agents seem to all read from a trouble shooting manual and it always ends with "there is no way to contact the payroll fraud dept. You have to wait for them to email you back." This is crazy that there is no way to talk to a human who knows what is going on with something as major and time sensitive as payroll! Isn't this what we pay for in the "full service" option? Someone please help!

2 replies

R
RCV
September 30, 2022

This isn't the kind of situation we want you to experience. Rest assured, I’ll take note of this feedback and raise this concern with our management team. Your voice is important to us to ensure we give our users the quality service they deserve, rachel-gathergri.

 

We appreciate you for submitting the required documents and contacting our support agent. The Non-Sufficient Funds hold is the most common term used for payroll accounts that are placed on hold. This happens when the bank account used to process the payroll didn't have enough funds to debit. You can check out this article for more details: Why is my Payroll Service on Hold?

 

I know you already contacted us, however, the best option to know the status of this one is to reach out again to our Payroll Support Team. Just provide the case number to the support agent for them to review the case. From there, they'll provide you the time frame of this case. Here's how: 

 

  1. Go to Help.
  2. Select Search.
  3. Click Contact Us.
  4. Enter Payroll account is placed on hold in the What can we help you with? text area.
  5. Select Continue.
  6. Click Chat with us or Have us call you.

 

I want to include that reaching out to our Customer Care Support is best during business hours from 6 AM-6 PM PT Mondays-Fridays. Use this article to learn more: QuickBooks Online Payroll Support.

 

You may also read this reference for another mode of payment and form filings to use: Pay and File Payroll Taxes and Forms in Online Payroll. Feel free to visit our QuickBooks Online Payroll Hub page for more insights about setting up and processing payroll seamlessly in the future.

 

Keep in touch with me if you have any other concerns or questions about payroll or your account. I’m always around ready to back you up. Keep safe and stay well!

K
kl336
April 28, 2023

How long did it take?  Just experienced a patroll freeze this week.  I need this resolved now or I'm moving my payroll services to a DEPENDABLE company.

S
SirielJeaB
April 28, 2023

We welcomed you to the Community thread. I appreciate you sharing your experience in payroll services in QuickBooks Online. I'll route you to the right team to help you isolate this issue.

 

I understand how this challenge is time-consuming and affects payroll activities with QuickBooks. I suggest contacting our Live Support Team. They have the tools to review the setup of your account, initiate a screen-sharing session, and may create a case to investigate this further if necessary.

 

 

To contact support:

  1. Sign in to your QuickBooks Online account.
  2. Click the Help (?) icon.
  3. Type in your concern, then select the Let's talk option.
  4. Choose Contact Us to connect with a live support agent.
  5. Select Start a chat with a support expert or Get a callback from the next available expert.

 

Please be aware that we do not currently have a timetable for when this issue will be fixed. Rest assured, though, that we'll send updates via email.

 

You might want to track your business' finances. Feel free to run payroll reports in QBO.

 

We're always here willing to assist you with any QuickBooks-related concerns. Click the Reply button below or post in the Community again. Keep safe!

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