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KatiesBliss
September 4, 2020
Question

Payroll account placed on hold

  • September 4, 2020
  • 2 replies
  • 0 views

My payroll account has been placed on hold for a 'possible fraud issue' and now Intuit is requesting my bank to complete a risk assessment form. There is no bank that completes third party forms that are not their own bank forms, so this is not possible, and Intuit should know this by now.

 

I have also never run any successful payrolls through Quickbooks yet as I've always had this issue. I opened up an entirely new business bank account to try and resolve it and still Intuit holds the new account too. Please remove the hold, at this point Quickbooks is becoming more of a nuisance than a solution.

 

I've had 15 conversations with customer service people and not a single one has been helpful in resolving this but just go off their script. It also says

 

QuickBooks Self Service Payroll
SUSPENDED
We were unable to process your payment. Please update your card.

 

The card is up to date and charging me for the other services. Another issue.

2 replies

MaryLurleenM
MaryLurleenM
September 4, 2020

Hello there, KatiesBliss,

 

We would want you to resolve this matter as soon as possible. However, for our Tier 2 team to verify your account, we'll need you to complete the risk assessment form. The bank will be able to fill the form out for you. You can check with another banker to help you out with this.

 

As for the subscription error, you can update the card on file. You'll want to contact our QuickBooks support about the charges you're getting so we can check it in our system.

  1. Click the Gear icon, then select Account and Settings.
  2. Select Billing Subscription.
  3. To update your payment info, select Edit then enter the details.

Here's an article on how to resolve payroll hold: Resolve a non-sufficient funds (NSF) hold on your payroll service. It contains possible reasons why the account is placed on hold. The detailed steps on how to go on about resolving the hold are also included.

 

We look forward to you to run your payroll successfully. Let me know if you have other questions.

K
KatiesBlissAuthor
September 4, 2020

I've tried two banks, and made a new business account just to try for a second time with Quickbooks. Both of my banks say they will not fill out a third party form. I said this in my original message above. Was this confusing?

    JasroV
    JasroV
    September 4, 2020

    I appreciate the clarification, @KatiesBliss.

     

    We’ll have to look into your account and further investigate this. I understand you’ve contacted our Support team, but, it would be best to get in touch with them as they have the tools to check your account securely.

     

    There, they can verify and provide additional information as to why your payroll account is on hold. To reach out to them, you can follow these steps below.

    1. Go to the (?) Help icon.
    2. Click Contact Us.
    3. Enter a brief discussion of your concern and click Let’s talk.
    4. Then choose to Get a call, Check availability (for scheduled callback) or Start a chat (if you preferred chat). 

    Let me also add this article that can walk you through the steps in running payroll in QuickBooks Online (QBO): Process or run payroll.

     

    You’re always welcome to post a reply anytime you have other concerns about your QBO account. I’m only a few post away from you.

    Q
    quickkim
    January 12, 2022

    I face exactly same issue as you faced.  I firmly believe that there should be a lot of people face the same issue.  Quickbooks is so bad in resolving the issue.  I have spoken many many agents and exchanged emails a lot.  But, they have never resolved the issue.  Btw, did you resolve the issue you had?  As a group of consumers, we should raise this issue publcly.

    A
    August_Ashley
    January 31, 2022

    I am currently facing this issue right now, literally on the phone with Quickbooks Canada. I've been going back and forth for OVER two months trying to resolve this issue with absolutely no success. Did you get your issue resolved? I am trying to speak to the risk department but it seems impossible to speak to anyone via phone, email, anything....

    C
    Charies_M
    January 31, 2022

    Hello there, August_Ashley.

     

    I appreciate you for letting us know about your experience with the support. This is something Intuit doesn't want you to come across in your future interactions.

     

    Our support may be experiencing a high call volumes. Please try it another time. Also, the availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.
     

    To help you with the future task and tips when using QBO, you might want to visit our Help Articles.

     

    The Community is always open if you have other questions. I'll be around to help. Wishing you a great day ahead!

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