Question

QuickBooks Online Customer ACH Payments Declined

Forum|Forum|4 years ago
February 26, 2022
13 replies
0 views

For the past couple months, many customer ach payments are being declined for no reason or they get an error. I cannot get a solution to my problem from QuickBooks. There is no reason for the payments to be declined. Does anyone have a solution? It makes it difficult to carryon a business when a customer cannot easily pay their invoice or the payment is declined and merchant fees are charged..

QuickBooks Online

Fiat Lux - ASIA

Are you running a B2B or B2C company? Consider having a 3rd party payment processor/merchant service as the backup option.

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pbb2Author

I do not know what your reply means?

Fiat Lux - ASIA

You are using QB Payment to accept ACH payments from your customers, correct? You should consider to have a 3rd party payment processor as a backup option.

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RCV

This isn't the kind of situation we want you to experience, montanauser406.

If you are referring to declined (ACH) payment, you'll receive a notification via email providing you with specific info or the cause of why your payments are declined and guiding you on how you can resolve them. The invoice payments may have been declined due to any of the following:

Account frozen
Policies or regulations prohibited or ACH limit has been reached
The account number doesn't match the individual on the payment
Insufficient fund
The payment refused by their bank

If you did not receive an email notification, I'd suggest contacting our Payment Support team. They have the tools to pull up your account and investigate what's causing this issue. Here's how:

Go to: https://community.intuit.com/browse/payments-contact-us.
Under QuickBooks Payments, you'll find their most recent phone number.

For additional resources, the links below contain tips and solutions to resolve credit card payment issues. You’ll also learn about ACH payment rejection codes and ways to handle them.

To learn more about accepting electronic customer payments for online invoices and in-person sales in QBO, please see this article: Take and process payments in QuickBooks Online.

Feel free to keep me posted in the comments if you have other concerns about managing customer and vendor transactions in QBO. I'm always ready to help. Take care always.

C

ChristiD

Just yesterday we had a customer try to pay via ACH from an invoice we sent, I noticed the payments in various amounts attempted, the pmts were declined 3 times. The amounts were under our ACH transfer limits and they had plenty of funds in their account. This customer has previously paid two invoices using this method and the same bank account, 6 & 9 days prior. The customer finally changed bank accounts, changed the payment amount and the transaction is pending today. I have not yet reached out to the customer to see if they received an error code but we did not, no email, no contact about declined banking transactions. I plan to reach out to the customer today because they want to make additional payments using the bank to bank transfer. This is a big sale and I can't imagine how frustrated the customer is. I know I'm not encouraged after reading the thread. I'll keep you informed.

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ktj1390

I am having this exact same issue. I am an Accountant User and one of my clients cannot pay any of his vendor's invoices (sent from the vendor's QBO account) using his Bank of America account number and routing details. We initially thought it was an issue with the way BOA had set up his account so he just opened a brand new account with everything corrected on BOA's side. He has tried to pay one of the vendor invoices (sent to him from his vendor's QBO account) using new BOA account and routing number and it is saying "Payment declined". We have quadruple checked that we are using the correct account and routing numbers. I tried processing an ACH payment via a sales receipt from my QBO account using the new bank account and routing numbers and it DID process. So it is not an issue with the bank. It appears to be an issue within QBO when you try to pay another QBO invoice via ACH/bank transfer. We have tried paying it on different computers (my laptop, their laptop, a cell phone). Nothing works. This is truly beyond frustrating at this point because I have spent many many hours on the phone with QBO support trying to figure out what is causing the payment to decline. My client has also spent a lot of time with me trying to trouble shoot this issue. It appears, based on this forum thread, that for whatever reason, QBO cannot process a bank transfer payment from a BOA account (& other banks as well) which is pretty absurd because BOA is a huge bank. The QB support person I spoke with today (for 45 minutes) did not see any outstanding tickets or issues open about this - but I have seen multiple responses from QB support on this thread that state that there is an open issue - so which is it? Can someone from support contact me so I can get added to these "tickets" that are out there? This is clearly an issue for a lot of people and has been going on for months - QB needs to resolve this.

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nicolas-kline

I tried 5 accounts from 3 banks (including CapitalOne) and all declined immediately. I tried 4 different routing numbers for CapitalOne. I used multiple browsers, different computers, mobile devices. I called support and she was EXCELLENT… and she believed me that if I tried multiple banks it had to be in their system… but after searching for an hour with me on the phone, she said it was due to the other banks. I could tell she didn’t really believe it, but that’s what her system said and she confirmed all my settings were correct.

So I setup a Stripe account and sent a replacement invoice. 🤷🏻‍♂

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gpines

In a span of 2 weeks, I have had 4 customers with multiple ACH declines.

One customer, I just gave credit card payment as an option, and that payment went through just fine..

Another customer, with multiple declines, just came over and paid with a physical check (same routing and account number) and that check cashed just fine..

Another customer, tried to pay last Friday and came up with multiple declines.. tried on a Monday and it went through, not without a review..

Last customer today, declined multiple times.. Was as frustrated as I am.. and will go to his bank tomorrow to see what is happening.. I am 100% sure it's quickbooks fault, but they disagree and what our customers try another method of payment..

The reason we choose ACH is because it is less fees.. I will lose out on close to $1,500 each month if every customer pays by Credit Card...

Quickbooks should be ashamed of themselves, small businesses like myself spend hours trying to fix an issue that they obviously are not willing to fix... I'm contemplating on just giving up and taking physical checks again and save myself hours in headaches.. What a disaster Quickbooks Payment has become!!!

MJoy_D

It's not the kind of experience we want you to have, @gpines.

To check why the payment of your customer were declined, I suggest reaching out to our Merchants Services Support Team. They have the tools to check your account in a safe and secure environment and verify the payment.

For more information about when payments will reach to your bank account, check out this article: Find Out When QuickBooks Payments Deposits Your Money.

Let me know if you still have follow-up questions about customer payments or any other concerns. I'll be there to help in any way I can. Have a wonderful day!

G

gpines

Everyone in this discussion has called your payments team, has called your customer service team. Everyone of whom has told us that it is not Quickbooks, to look into all our customers because it is common apparently to have multiple ACH declines. None of your customer service reps tell us anything different. They will tow the line to tell our customers to change their payment method, wait, or both.. If this is happening multiple times to multiple Quickbooks customers, then obviously it is not on our customer side.

Your solution to call the payment team falls on deaf ear, we have all obviously done that without results!

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LADLLC

Here it February 2023 and Quickbooks is still having this issue and still say there is nothing they can do about it. I was told it has to do with "federal regulations". Really?

Has anyone found any solutions to this or do I just need to find other payment processing methods?

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shebarthel

I'm on hold with Merchant customer service again for the 5th time this week. Each time i get a different answer. This last rep just told me that it's because it is a newer account. It does this for the first month. Not buying it. We had to open a new merchant account because we tried for 3 months to change the bank account to no avail. We did not have even one decline on the old merchant account.

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Anonymous

I just spent 1 hour and 20 minutes on the phone with Inuit. Intuit has a problem accepting funds from both Bank of America and Citibank. Lets say for instance that you sign a big life changing contract with a client that you charge $4000/m and the ACH does not go through, you would think maybe next month it will work. So the client pulls out his/her credit card despite the owners instructions to use ACH as the FEEs for a $4000 transaction is $136 x 12 or $1632 per year on top of your fees for the work. This now becomes a liability for you the Intuit user. You are now charging more than the agreed to amount. When the owner audits the report to see that 6 or 7 vendors are charging an extra $12,000 to $20,000 in credit card fees... an investigation starts. The owner now wants a report from accounts payable to audit and determine if there's a cheaper way to get these services. Now the intuit users job is at risk. The work flow that normally should just happen every month is now being looked at and criticized and your job is now at risk. Intuit. Can you please accept payments from Citibank and Bank of America. Its been years. Really.

MariaSoledadG

Let's make sure payments will successfully go through on your end, Newmedia1970.

I can see the convenience of being able to process payments successfully. Declined payments happen due to the following reasons. I've provided the list below:

You're over the credit limit.
Payment information is incorrect.
Suspicious activity

You'll want to reach out to our support team so they can double-check further why this is happening. They also have the tools to pull up your account in a secure environment. I'll guide you through the steps:

Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
When asked by the bot, enter your concern.
Select I still need a human, then proceed with Contact us or Get help from a human.
Choose either Chat or Callback.

Moreover, learn how QuickBooks categorize and match bank transactions. I've got this article for your guide: Categorize And Match Online Bank Transactions In QuickBooks Online.

Fill me in and keep in touch if you have any questions about payments. I'd be happy to help.

S

stephen44

I am also having this issue. Trying to use Quickbooks' Payment Links feature, but on the receiving end, my customers cannot send payment. I've tested with three known-good bank accounts with plenty of funds, tried clearing my cache and incognito modes for Firefox, Chrome, and Safari, and it still gives me the same error every time:

What recourse is there? I've tried every suggestion posted in this thread. This error is holding up thousands of dollars of revenue for my company.

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doctorfizzix

I am a customer of merchant that uses QB Payments and am having the same issue. I my case it was sort of self-inflicted as our bank (chase) recently implemented an ACH Debit Blocking (screening) service on our account, which I suspect is the same issue that a lot of payors with Bank of America or Citibank accounts are likewise experiencing. I was able to clear the issue on my bank's side for future transactions, but QuickBooks Payments still has my bank account blocked on their side. So now I am in the same situation as everyone else on this thread, and likewise was told today by QB Support that the merchant would have to contact QB Payments Support.

Of any of the merchants on this thread, just curious if anyone has tried voiding and creating a new (duplicate) invoice using this procedure (or something similar)?:

https://quickbooks.intuit.com/learn-support/en-us/help-article/banking/handle-rejected-failed-bank-transfer-payment/L3Jf1Qo6H_US_en_US

If so, did anyone have any success with that "solution"?

I also found the following QB article that may be relevant to this thread: https://quickbooks.intuit.com/learn-support/en-us/help-article/money-movement/fix-rejected-ach-payments-fees-quickbooks-payments/L4e8UkDSc_US_en_US.

Unfortunately, I have no idea what R error code my transaction was since neither the merchant or I (the payor) received any email when the original declination occurred. Also for a number of the causes, it says that a bank letter has to be sent into QB before they will resolve, but then provides no email or mailing address to send said letter to.

For what it is worth, I as the payor I also tried deleting and re-adding my bank account to my QB payment profile, but that did not achieve any progress either.

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Rasa-LilaM

I can see how important for your business to process payments seamlessly, doctorfizzix.

Based on the situation, I recommend to coordinate with your vendor and inform them to reach out to our QuickBooks Payments Team. This is to verify if there's an issue with your vendor's bank.

You can go over the following links again to learn more about how to troubleshoot rejected payments or fees:

Furthermore, the following resource contains a list of topics that will assist you with payment-related activities: QuickBooks Payments FAQ.

Feel free to visit the Community again if you have other payment concerns or questions about QuickBooks. I'm always ready to assist you further.

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rutrae

Having the same issue on a few different business accounts I have with Quickbooks. Multiple customers are saying that their payment declined, when there are sufficient funds in their account. One or two have gone through and they are not doing anything different

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JamesAndrewM

It's my pleasure to welcome you here in our growing QuickBooks Community, @rutrae. I'd be happy to share some information that could help you prevent future transactions from being rejected.

There are a few common reasons why cards get declined. Here are some:

The information they entered may differ from what the bank has on file.
The payment amount may exceed the card issuer's or bank's limit.

If a card gets declined, we recommend your customer talk directly to their bank.

You can also check some of the things that cause this issue. Here's what to check if you enter the credit card info manually:

Check that the credit card number and verification code are correct (typically found on the back of the card). The majority of credit card numbers have 16 digits. American Express cards have a total of 15 digits.
A verification code must be entered in addition to the credit card number. Most cards, including Visa, Mastercard, and Discover, have a three-digit code on the back. It's the four-digit code on the front of the American Express card.
Check the credit card number and other data fields for any special characters or spaces.
Use the USPS website to get the customer's address.

For detailed information, refer to this article: Fix customer's declined credit card payments.

If the issue persists, I recommend using a different payment method.

I'm also adding an article to learn more about what to do if you received a payment against the wrong invoice: Fix a payment applied to the wrong invoice in QuickBooks Online.

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead.

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lleclerc

My company has been using QB payments for 4 business days and have had 4 successful payments and 9 declined. We used our prior payment system (Clover, which we are holding off on canceling for obvious reasons...) to recharge the cards and had no issues.

The only answer QB can provide for declined credit card payments is to tell your customer to call their credit card company. What terrible customer service! I'm not going to inconvenience the majority of my customers and make them sit on hold with banks / credit card companies just to pay their invoices. This is no way to run a business and it's unacceptable that QB cannot provide actual support for this and fix what is clearly an internal issue with their systems. The customers' cards worked just fine with another payment processor. What is QB doing to fix this issue?

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joelablain

Just to give you my recent experience with this error. I was trying to pay a vendor via their quickbooks invoice link and I was also getting this same Payments Declined error even though I knew my checking account routing, account number and funds available were all in line.

My wife and I are both co owners of this checking account. Out of curiosity, I tried changing the settings in quickbooks from my name to my wife's name and it went through without error. I shouldn't have to do this, but at least it worked. I have made similar ACH payments using my name from this account without error in the past.

Something to try if you are experiencing this and have more than one name on the account.

D

doctorfizzix

Thank you!!!! That worked!!!

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