I have a new account and all my test transacitons are "Voided by Intuit due to Risk Check"

Just a heads-up for anyone facing the same issue: I followed the above directions and had a conversation with a QuickBooks support representative about this. They explained that my account was being flagged as a risk due to its new status. At the moment, my only workaround is to process payments directly via QuickBooks invoices instead of using HDPhotohub. They mentioned that eventually, the system should allow me to process payments through HDPhotohub, but unfortunately, the representative wasn’t sure about the timeline for this. QuickBooks can't manually adjust my risk status. So now, I'm left with two options: either continue to use QuickBooks for invoicing and bypass HDPhotohub for now, or stick with using Square for my transactions.  Yep,  QB this is a fail!  

I understand how valuable your time is as a business owner, and I deeply appreciate your efforts in fixing this issue. We take all customer feedback seriously and are grateful you have shared your experience with us, halfwinter. 

The Risk Team voided the customer payment for a few possible reasons, such as an incorrect bank account or insufficient funds. This procedure is carried out to prevent fraud, minimize risks, and protect the security of the business, customer and financial institutions involved in the transaction.

In your case, I recommend contacting our Payments team so they can further investigate or diagnose why your customer payments were voided due to a risk check. I understand you have already contacted them, but they have the necessary security protocols to access your account details, which is beyond what we can do here in the Community space.

Here's how you can reach them:

1. In your QuickBooks Online account, go to the Help menu.
2. Hover to the Search tab, then click Contact Us.
3. Choose Customer and vendor payments. Type in a short description of your issue and concern in the box provided.
4. Click Continue.
5. Select the Chat or Callback option.
    

For future reference, you can check the deposit speed for your product to learn when QuickBooks Payments deposits your customer's payments. 

As part of our commitment to ensuring high customer satisfaction, we will submit an internal complaint on your behalf to document your experience and investigate the issue. We are still available to help if you need further clarification.

Your sentiments are valid, @PLLC2, and I appreciate you for expressing your concern regarding your customer's payment. Allow me to provide you with some information on this matter.

The payment risk error often appears if there's a problem with the credit card. If this is your case, use another payment method. If the same thing happens, I suggest contacting our Payments Support team.

I'm aware that you have already gotten in touch with them but it's the best we can do right now given that they can check the transaction by logging in to our system and offer guidance to resolve the issue.

Here's how:

1. Open your QuickBooks Online account.
2. Go to the Help menu.
3. Click the Search bar and choose Contact Us button.
4. Enter a summary of your concern: My customer got this message when they tried paying their invoices: "Voided by Intuit due to Risk check".
5. Click Continue and select between Chat or Callback option.

Make sure to review their support hours so you'll know when agents are available.

Moreover, you may visit this article to view the deposit speed of your payment: Find out when QuickBooks Payments deposits customer payments.

If you have more questions regarding payments, you can reply below. The Community team is always around to help.

No, they still haven't resolved anything. Mindless drones on Intuit's payroll continue to post the same canned garbage about going into the Help dialog and selecting Contact Us. Someone contacts the enigmatic "Us" that is Intuit, posts the tale of their ultimate failure to resolve anything...rinse and repeat.

Intuit, get your dev team on this. YOU HAVE A PROBLEM WITH YOUR TRANSACTION EVALUATION ALGORITHM. A window licking ape post-lobotomy can see as much but you all don't seem to either because you're too staggeringly stupid or you simply don't care about providing a working product. My guess is with the latter causation. Monopolies are nice until the new one comes along because you all got too arrogantly comfortable with your market dominance. When that new market leader does come, I'll be taking my multiple accounting clients to it.

Fix yourself.

Thanks for joining the Community and getting involved with this thread, Mark Lathrop.

If you're processing test transactions with your own payment information, and you own the merchant account you're processing the transactions through, this will typically initiate a hold of the funds so that a review can be done.

When funds are placed on hold, you'll receive email notifications about what's happening, and what your options are. If there's any information or documents needed to complete our review, you'll be asked to provide what's necessary.

In the event you're not seeing any emails about what's going on, I'd recommend checking your spam/junk folders. Sometimes emails can be routed to these areas by the service provider.

If you're still not finding any emails about a Risk review, or an explanation of why a transaction was voided, you'll want to get in touch with our Payments Support team. They'll be able to pull up your account in a secure environment and discuss the review with you.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
2. Click Contact Us.
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about using QuickBooks Payments which may come in handy moving forward: Learn about funds on hold in QuickBooks Payments

Please feel welcome to send a reply if there's any additional questions. Have an awesome Thursday!