Question

Any one else still having issues with Melio?

Forum|Forum|4 years ago
November 19, 2021
19 replies
0 views

Had high hopes for doing payments right from quickbooks but after a few weeks of testing my experience so far with their processor Melio has been super disappointing.

Overall the integration seems very clunky and common sense fields like "check delivery address" do not automatically populate over to Melio.

Worse than the integration though has been the customer service which is only active during EST business hours and they are overall not responsive enough via chat.

The major issue I am having right now is an error message every time I try to re-initiate payment for a vendor whose initial ACH payment bounced back due to some error in their account info.

Also funds to cover that ACH payment were drawn from our payor business account 17 days ago still but have not been refunded back to the account even though the payment did not go through.

At this point I'm afraid that Melio does not meet the standards of the other apps that Quickbooks has integrated into the platform and may be un-usable after putting in a lot of time to make it work.

QuickBooks Online

A

Archie_B

Hi there, Robert_Benjamin.

I'd like to help and share what some insights about the error you encounter when connecting a third-party application to QuickBooks Online.

You can check your antivirus settings, as it may be blocking your apps connection to QuickBooks Online.

You can also use a private browsing window to overcome irregular browser settings.

These are the keyboard shortcuts to open a private window for browsers:

For Google Chrome and Microsoft Edge press CTRL + SHIFT + N.
For Mozilla Firefox press Ctrl + Shift + P.
For Safari (Mac) press Command + Shift + N.

If everything looks good when using the private window, you can go back to your regular browser and clear browser cache. This process will help you fix browsing issues and remove some outdated temporary internet files.

Get back to me if you still have other questions about it. I'm always here to help. Have a great week!

R

Robert_BenjaminAuthor

This seems to be a non specific answer not applicable to an integrated app like Melio. In any case I tried a new browser and still the same error came up.

G

GebelAlainaM

Welcome back to the Community, @Robert_Benjamin. I appreciate you doing the basic troubleshooting process. Let me provide you with some information regarding your concern.

To further assist with your concerns, I suggest contacting the developer support of Melio. Here's how to contact the Developer Support:

Go to Apps.intuit.com.
Type in the Melio app in the search bar.
Select the Contact tab or the Support tab.

I've also added an article that will guide you through the correct timing for paying your bills.

Feel free to get back here in the Community if you need more help. We are always happy to assist you. Take care and have a blast!

D

DL28

I agree - the integration is at best - clunky - and not very efficient. I also had high hopes for this application but I currently have about 100 payments that are "stuck". They are showing as scheduled for prior dates but they haven't gone through at all. As for customer service, I found the chat to be available but very slow on the responses as well and I was told that the issue I have has been escalated to the compliance department in Tel Aviv and so I can expect an additional response in several days.

I also have issues with the ACH payments not being cancellable/reschedulable when the payment has been rejected or vendor has entered their bank information wrong.

The timeliness of response/resolution is adequate.

I'm extremely disappointed that these issues weren't worked out BEFORE releasing this feature.

K

kate111

I'm having issues with it just this morning. I set up two payments to test this new (to me) feature out. One was fine. The other was not - name on the account was not quite right. I tried and tried to reissue the payment this morning. I finally exited QB, and when I went back in, the whole 'schedule online payment' button is gone, as well as my ability to view the payment that did go through. It's too risky to use an unreliable service like this, back to paying my bank to do this correctly. Very disappointing!

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RNewhouse

Yes, as of today (February 8th, 2022) I am not able to make or view payments made by Melio in QB Desktop.

Does anyone have an idea of if/when this will be fixed? Now I am curious to know if the ACH payment I made yesterday is going to go through...

MJoy_D

I can share some information that can help you fix the error you're having, @RNewhouse.

To further check the cause of why you're not making or viewing payments made by Melio in QuickBooks Desktop, I highly recommend contacting their customer support team. They’ll be able to investigate the status of the payments and share steps to resolve the issue.

You can go to their website to check the contact details under the App information section: Melio app information.

Here's also more information on how to enter the prepayments or deposits, either by using Accounts Payable or an Asset account in QuickBooks Desktop: Record vendor prepayments or deposits for prepaid parts or services.

Don’t hesitate to post a comment if you have additional questions or concerns in making or viewing payments. I’ll be right here to answer them for you. Have a good one!

P

peglegs1 11

I cannot see how to pay my multiple invoices with one melio payment. Seems like there should be a way to do this. I don’t want a vendor to get 10 or more checks when they could just relieve one. Does anyone know if this been addressed?

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kate111

There definitely is NOT a way to combine a payment for multiple bills into one. Generally I don't like this, but at least we are not paying them to do something per transaction. I'm still not sure if it's worth dealing with the shortcomings of this service, though. I'm using it on a trial basis for a bit.

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Mary4booksbybrooks

Really? I think I just successfully paid 2 bills on one check in Melio. Just clicked both of them to the left to be scheduled to be paid, and then it came up with a different screen that showed the total for both.

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Ekatarin

Can't say I'm impressed with this either. I entered one bill to trial this on Thursday 2/17/22. They pulled the funds out of my account on Friday 2/18/22,and my vendor received payment in his account on the following Friday 2/25/22.

The issue I'm having is the system didn't show any connection between the payment and the invoice. The invoice continued to show as open and past due, and the payment was applied to the vendor's account but not to the invoice. I attempted to reach Melio but none of the 'click to chat' options work - I tried on multiple windows, from within help, etc - none of them work. I used the email support option, sending a request for assistance on 2/28/22. No one got back to me. Today, I managed to find a contact phone number within the help and called them. The representative tried a few things with me but couldn't do anything from within QuickBooks Online. She insisted I had to go to meliopayments.com which pretty much negates the point of having an integrated bill payment option to QBO. She tried a few things which didn't work, then put me on hold. While I was on hold, I got a reply to my email request from 2/28/22, asking me to confirm my checking account was the correct bill pay account. In the 10+ minutes I was on hold (she never came back to the phone and never responded to my reply email regarding staying on hold), I was able to go into QBO and manually post the payment against the open bill. I hung up and hopefully will have no need to use this often.

QuickBooks Online - please improve the integration, get the support chat links functioning again, and get Melio to significantly step up their game, or find us another integration for bill pay.

C

Charies_M

Hello there, Ekatarin.

I appreciate you for sharing your experience with the connection between your payments and invoice while using Melio app.

I understand that you've already tried contacting Melio Support about this. However, the nature of your concern requires help from the Melio itself. Since it's a third-party application and is not affiliated with QBO, you'll want to reach them so they can verify the settings.

Feel free to click this link to learn more about the process of integrating Melio with QBO: Integrate Connect Melio with QuickBooks Online.

Let me share these easy-to-access articles, webinars, and video tutorials that will help you in familiarizing the different tasks, features, and functions of QBO. Below are the following:

Be sure to get back to me if you have other concerns. I'd be here to assist you further. Wishing you well.

P

peglegs1 11

I understand that it is a melio issue that doesn’t allow you to pay more than one bill with an online payment. My point to QuickBooks is- if melio cannot fix this, then QuickBooks should find another third party processor. This isn’t the only issue. It’s ultimately QuickBooks responsibility to find a fix for this.

U

UnhappyMelio

Melio is a mess. Began using it was satisfactory results for free paper checks through USPS. Now QB is telling me that in August 2022, the fee will be $1.50 per check. Melio's website still lists paper checks via USPS as FREE! There is no Melio support. No chat. No phone number. I've emailed [email address removed] 3 times with no result. I can't login to the Melio site and the "forgot password" function does not work. Is this company bankrupt yet?

MaryLandT

Hi there, UnhappyMelio.

This may not be an easy process for you, but I want to make sure you're able to get this fixed as soon as possible.

I got the site where you can contact Melio so they can provide an update about the status of your account. You can browse this link, Connect Melio with QuickBooks Online, and select the Overview tab.

From there, you'll see the App information on the right side of the page. You can call or email them using the contact information they've provided.

If you're unable to get in touch with them, I recommend contacting our QuickBooks Online Live Team. That way, they'll report this and check so you can pay bills and receive payments using another method.

Don't hesitate to post again if you have additional questions. Or leave a comment below if you have other QuickBooks issues to share. I'll be right here to help you.

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UnhappyMelio

First of all, I am using QB Desktop, so the QB Online option is useless. The phone number for Melio (646-665-4684) only tells you to use the in-app Melio chat or to send an email to [email address removed]. I cannot log in to Melio.com to use the chat because Melio and Intuit have not integrated my user info so that Desktop users can access the Melio app directly. AND emails sent to [email address removed] go unanswered for days.

On top of all of this, as of 08/17/2022, Melio is going to begin charging $1.50 per paper check sent via USPS. Even though the Melio website says that paper checks are free...in 25 days they won't be. This is a deceptive trade practice and is bad business. All in all, Melio seems like a failed company with poor customer service and predatory pricing. I will go back to using my bank's free online bill pay.

I would anticipate that Melio's client volume will drop as soon as they see the $1.50 per check.

U

UnhappyMelio

Melio is a mess. Began using it was satisfactory results for free paper checks through USPS. Now QB is telling me that in August 2022, the fee will be $1.50 per check. Melio's website still lists paper checks via USPS as FREE! There is no Melio support. No chat. No phone number. I've emailed [email address removed] 3 times with no result. I can't login to the Melio site and the "forgot password" function does not work. Is this company bankrupt yet?

B

Brunt

Sounds like a trend… 3 weeks trying to get $ credited back that they said would be 3-5 days…Won’t be in business long as they cannot keep up.

B

BLUEEnforcement

Good morning,

Overall Melio has been great for payment processing (I do it directly in Melio), however, I agree that customer service & resolution of issues is SEVERLY lacking!

These are currently the ongoing issues with have in Melio:

Failed Payments over the last 6 months are still showing up on the payment screen.
In the pay screen, when you enter a specific vendor name, payments are not listed in date order. Note other vendors with similar names show up as well. (Example Allard/Ballard)
Melio does not show partial payments that are listed in QuickBooks Online
Savings accounts are not available for direct deposit.
When entering direct deposit details under each vendor, we have discovered that over 25 email addresses that were entered along with direct deposit details, the email addresses are not showing after the fact. When going back in to the vendor, the email address is auto populating proving that the email address was once there.
No longer having an account manager-We were recently advised that going forward, when issues arise, we need to contact customer service via chat or send email. This is not effective or efficient--we are in Melio because we are making payments that need to go out that day and simply do not have time to wait 24-48-72 hours for customer service to email us back. The chat feature is back logged as well and asking a customer to sit on hold for over 45 minutes to chat is extremely poor customer service!
With each payment processing transaction, I have to log out/log back in as the right side of the screen is continually not loading data in order to process payments.

K

Kurt_M

Hello there, @BLUEEnforcement.

First, know that this isn't the kind of experience we want you to have here in QuickBooks Online (QBO). I understand how important it is to be able to accomplish your task without encountering these issues while using Melio inside your QBO account. If there's anything else that you'd like me to help you with, feel free to get back to me anytime. I'll be more than happy to assist you.

Also, if you have feature request that you'd like to use here in QuickBooks, I can help you send a feature request to our Product Development Team. This way, they'll see your request and consider it in the next product updates. Here's how:

Access your QuickBooks Online company.
In the upper-right corner, click the Gear icon.
Under the Profile column, select Feedback.
Enter a brief description of your product suggestion. and then click Next.
Type your email address.
Once done, click Send Message.

In addition, I've got you this article to help you manage payments in QBO: Take and process payments in QuickBooks Online with QuickBooks Payments.

You can also check this page to learn more about customizing reports to show the data that you need for your business in QBO: Customize reports in QuickBooks Online.

Thanks for visiting the Community today, @BLUEEnforcement. Take care, and have a good one.

B

BLUEEnforcement

Good morning Kyle,

You mentioned "If there's anything else that you'd like me to help you with, feel free to get back to me anytime. I'll be more than happy to assist you."--- Well, Yes you can assist in getting ALL these issues corrected as no one at Melio seems to see any sense of urgency in fix or even responding to emails. The standard response is "we will get back to you as soon as possible". This is not a sufficient answer. All these issues have been reported repeatedly to Melio and I was finally given Ticket # ZenDesk Ticket #466364 yesterday.

Also note, I requested at 0600 8/24/22 that a payment that failed be reprocessed and have yet to receive notification this morning that this has in fact been taken care of. Reprocess Payment- Payment ID 13713427 - ZenDesk Ticket #466503. Our business has specific pay dates we need to meet in order to keep law enforcement officers working. Simply put, Melio's customer service is TERRIBLE!!!

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crollq

Please add another complaint to the mix. Melio has terrible customer service and may, in fact, be over the line with fraud. On Oct 11 I had to request a refund of money taken for a payment they show as failed 9/15 and had not been returned. Other vendors I have worked with would automatically refund that money. I was told to expect a refund in 3-5 business days. I have yet to see over $7600 returned to our account and have been waiting in a chat queue for over 25 minutes for a follow up inquiry. Quickbooks should absolutely find a different partner. I'm concerned we may need to incur legal fees to get our money back.

K

Keisha1

This is completely unacceptable and is seriously making me doubt my service with Melio and Quickbooks. They both advertise on all social media platforms, I would suggest adding your experience to them.

T

tonnye

I am a more recent converter to Melio and have been struggling for the last month. Today, I discovered this long list of emails that has been going on for months. QuickBooks is risking its reputation by using this vendor. The integration between QuickBooks and Melio is imperfect at best as many have pointed out above. QB seems helpless to assist and refers to Melio where the support is sub-standard.

I now see that using Melio to pay bills with QuickBooks is a fool's errand. QuickBooks, PLEASE LET US KNOW WHEN AND IF THIS IS EVER FIXED. Thank you.

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