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WSpit99
August 31, 2023
Solved

Unable to update Bank account in payroll settings

  • August 31, 2023
  • 4 replies
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We closed our old payroll bank account and have been trying since early June to update the account (to match our general account). Over 30+ phone calls, chat sessions and emails have left us with no progress. At least 4 cases have been opened. All required documents/pictures, bank forms etc. have been uploaded on the "file upload" site (just last week support sent me a link and while on the phone we successfully uploaded the files) and emailed several times to QBO@ & accountvalidation@. Does anyone know of a way to speak with someone outside of the Tier 1 payroll team in the Philippines? Those I speak with seem sincere, but it gets frustrating when they literally start over each and every phone call (have you cleared your cache? have you tried a different browser? etc.) and they seem unable to see the history of the problem. 

Best answer by WSpit99

Hi WSpit99,

 

I appreciate your feedback regarding your experience with our Phone team. I understand that needing to call them every day is not an ideal situation, and I share your expectation that issues should be resolved promptly. Your input is valuable, and we are committed to improving your experience moving forward.

 

If you've called yesterday or a few days again, I would like to ask for your patience to waif for an update from our Phone team. You should hear from them in the next couple of days. However, please contact them again if you won't anything from them yet.


I eventually spoke to a person that was in charge of revising how this process is handled (verification of bank changes). With his assistance, the changes were made by their team. He said that "bank verification" is one area where improvement is needed. It was great to finally connect with someone that could approve and implement the bank account change.

4 replies

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Carneil_C
September 6, 2023

Hello there, @WSpit99.

 

This isn't the experience we want you to have. Let me make it up to you by ensuring you get the best help available to get this sorted out immediately.

 

To address this issue immediately, I suggest reaching out to our Customer Care Support Team, as personal information is required to access your account. They can perform a screen-sharing session to investigate further this issue about updating your bank account in the payroll settings.

 

Check out this article to check their available hours: Contact Payroll Support.

 

To learn more about managing your accounting settings to map your payroll transactions, you'll want to visit these resources for your reference:

 

 

I'm always around to lend a hand if you need more help with payroll-related tasks or anything else related to QuickBooks. Take care always.

W
WSpit99Author
September 8, 2023

Customer Care Team has so far been unable to help (I'm not calling every day to see if the Case can be resolved). Sending me links "about managing your accounting settings to map your payroll transactions" doesn't address the issue - not being able to change payroll bank account.

JessT
JessT
September 8, 2023

Hi WSpit99,

 

I appreciate your feedback regarding your experience with our Phone team. I understand that needing to call them every day is not an ideal situation, and I share your expectation that issues should be resolved promptly. Your input is valuable, and we are committed to improving your experience moving forward.

 

If you've called yesterday or a few days again, I would like to ask for your patience to waif for an update from our Phone team. You should hear from them in the next couple of days. However, please contact them again if you won't anything from them yet.

J
jack2008
September 29, 2023

I am having the same issue, and it has been going on since April.  I called and they have no clue whatsoever.

At least there is now a drop down when doing payroll to choose which bank account to use. But then again, I have to remember to do it and sometimes I make that mistake and have to delete the payroll and do it all over again.  We are also set up for QB to auto file our federal payroll tax and it takes it out of the correct bank account but records it in the wrong bank account. I then have to do journal entries in each bank account to fix this issue every single week.  So annoying and time consuming.

V
VL4923
January 15, 2024

Has anyone come across a phone number to call to get someone helpful on the line?

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WSpit99Author
January 15, 2024

There's no way around the tier 1 support in the Philippines. You just have to start there and work your way up.

JoesemM
JoesemM
January 15, 2024

I can help you with reaching out to our Customer Support team, @VL4923.

 

To access the phone number for QuickBooks Online Payroll, simply navigate to the bottom of the article where it is located. From there, you can dial the number provided: QuickBooks Online Payroll.

 

Also, you can use the Help feature within your QBO account to initiate a chat or a call with a representative. This will allow you to get in touch with the right person who can provide the assistance you require. To do so, refer to these steps:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's Talk.
  5. Choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

 

On the other hand, can you share more details about your concern? I might have the steps you need to sort it out. Other members of the forum can also see this thread and share their help as well.

 

Additionally, let me share these resources that will guide you in changing your payroll preferences and help you prepare your tax forms in QuickBooks:

 

 

Please know that you're always welcome to reply anytime if you still have questions or concerns about contacting our support team. We'll be around to help. Take care and stay safe.

V
Valerie2511
January 17, 2024

Has anyone been able to do this? I need to change the bank account in Desktop for direct deposit of our payroll. So far I have had no help at all. I was on the phone for 45 minutes with someone in another Country who had to keep asking for help herself . She said she would refer it to her supervisor. Meanwhile I can't do direct deposit. It doesn't need to be this hard, there must be a way to change a bank account for payroll/direct deposit. 

R
Rasa-LilaM
January 17, 2024

Hello there, Valerie25.

 

I can see that you're seeking a more efficient and effective solution to change the bank account for direct deposit. Allow me to lend a hand and steer you in the right direction when updating the information.

 

Before changing your bank account, it's essential to check for any pending tax payments and payroll transactions (direct deposits or paychecks). This will help guarantee a successful bank account switch and ensure that the payroll funds are withdrawn from the correct one.

 

Pending tax payments (QuickBooks Desktop Payroll Enhanced only):

  1. In your company file, head to the Employees menu at the top bar and choose Payroll Center.
  2. In the Pay Liabilities tab, choose the E-Payments tab to view any pending tax payments.

Pending payroll transactions:

  1. In your company file, head to the Employees menu at the top bar and choose Payroll Center.
  2. In the Payroll tab, check for any pending payroll entries.

 If you've already completed these steps with our Payroll Support Team, it'd be best to reach out to them again for further investigation. Additionally, provide them with the case number from your previous call so they can review the notes and continue troubleshooting from where they left off.

 

Feel free to browse this article to learn more about the process of updating your payroll bank account: Change your payroll bank account.

 

Furthermore, these resources will assist you in managing issues related to direct deposit and offer an alternative method for paying your employees:

 

If you require additional help with payroll or have any inquiries regarding direct deposit paychecks, please leave a comment below and mention my name, Valerie25. I will do my best to assist you promptly.

E
eldal
February 10, 2024

4 weeks trying to change payroll bank to pull money from, same error.  I have years of history in this software, and am going to have to leave since my bank account closes in 1 week.

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