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pbb2
February 26, 2022
Question

QuickBooks Online Customer ACH Payments Declined

  • February 26, 2022
  • 13 replies
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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..

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kking1967
May 6, 2023

I'm ready to leave QBs altogether because of NO RESOLUTION on ACH payment decline "due to incorrect account number or security concern" error message. I bill my clients monthly and have recurring invoices set up, payment info/bank account is on file. Out of all of my clients this particular issue happens with the same client every few months. Obviously the bank account is correct being it processes most months. There's no security concern with client's bank.  I'm exhausted with the piss poor support and the multiple layers of "customer service support reps" that we have to spend countless hours with...again, to NO RESOLUTION. Last time this happened I was told "there's nothing we can do, you'll need to get a different form of payment from your client". UNACCEPTABLE. I have a Square account and I input my client's SAME banking credentials into my system...approved immediately!  SO shame on QBs for not tackling this.  I process nearly $600k/year and then some. So because of my one client lack of processing, I'm moving things into Square.  This is obviously a QBs issue that they are unwilling to fix. Yet they continue to raise their subscription fee.

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    Softwareshouldwork
    September 29, 2023

    QB payments support is useless on this. If you call 9 times you’re likely to hear 9 different reasons - customers bank, your bank, qb back end changes, qb fraud detection, invoice limits, merchant account age, etc.

     

    Unlike square, stripe, etc. QB has zero useful documentation on potential limits and/or conflict resolution and will decline inbound customer payments without R codes any time they wish, then tell you to have your customer use another bank and/or pay with a CC. They can’t tell you why it’s not working, nor how/when/if they will ever make it work.

     

    if you like QB for the interface great, you can always use a 3rd party payment processor, but with other software/service options out there find the one you like and go with it. If Intuit wants to create an unsupported service then try to charge a fee for it people should simply go elsewhere.

     

    After many hours on with support, zero ability to escalate, no idea if/when the service we pay for will work or if it will remain reliable for our customers we’re simply going to move to another accounting package.  

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      pbb2Author
      September 30, 2023

      @Softwareshouldwork   I feel your pain!! Best of luck--

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      MOTA18
      May 12, 2023

      I just recently signed up to QBO and my experience has not been great so far getting things setup.  I have seen a few threads about ACH payments getting declined and no email with R code.  I am not sure this directly relates since it seems like a you were receiving payments then it stopped working.  While I just joined and couldnt even get it working, tried two different bank accounts / two different people try to pay an invoice I sent them.  The only customer service (quickbooks has terrible customer service) response I got was nothing is wrong on our side it must be the bank etc and to wait 24 hours try again.  I tried again this morning and of course same issue declined (its a $5 test invoice) so not insufficient funds and I wrote the routing/acct triple checked and no email with why its rejected or merchant service information just declined.  Finally I re-read the threads and found one post to try out something before I give up and go to stripe.  To my amazement I did the change and I was able to start accepting payments.  Now again this might not help everyone on this thread but hopefully some who run into the same issue it may.

       

      Steps:

       

      1) go to your merchant services page

      2) top bar go to account > account profile

      3) Under deposit account information press edit

      4) Now if you signed up like me through the quick connect bank account you should see your info already filled in but there seems to be a bug in their software or somewhere when you do it this way.

      5) Under New Bank Account, re-enter your information Routing/Acct manually

      6) Reason for account change, fixed incorrect information

       

      VOILA!  All the sudden I am able to accept ACH payments

       

      According to this post I found in another thread, some backend customer service rep said they found a wrong number in the acct# when looking at that customers information that was under the bank account info. My guess as far as I can tell is there must be a bug in the software when you sign up through the auto connect your bank info when I first got QBO up and running.  

       

      TLDR ;

      Go enter your bank account information manually under merchant services webpage

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      Softwareshouldwork
      October 2, 2023

      This did not work for us and was not a recommended solution provided by Intuit support, not that they provided a solution other than "have your customers use a credit card, try another bank or try breaking your invoice into multiple smaller invoices and have your customer try that". Trying to use your accounting system to experiment with an unreliable and unsupportable payment processing system is not a great reflection on a company and those they choose to do business with/through...

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      SPRS
      October 2, 2023

      I am thinking about switching from Quickbooks to another provider. Last Wednesday my client paid through ACH on a large construction draw - nothing has shown up in our bank account as of this afternoon. I am furious that I have to now deal with contacting Quickbooks to escalate and find out where the deposit went! As a general contractor we have to pay subcontractors when they invoice. We are incredibly reasonable with our customers and bill as projects complete. I don't have enough money in the bank to cover added time and material expenses. If Quickbooks is unreliable, there are other companies and choices in getting paid. Since the money left my customer's account last Wednesday, there is ZERO reason that its not in our account!

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      pbb2Author
      October 2, 2023

      @SPRS I wish there was a solution I could give you - you would think by now QuickBooks would have a solution.  This has been happening for years.  Best of luck!!!

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      Softwareshouldwork
      October 2, 2023

      Thanks. For there to be a solution to the problem Intuit would need to identify what the problem is, then have the desire to actually fix it. Intuit has no apparent desire to do either. I've called support again and again and, in most cases, someone ends up reading off a script, tells me my customers need to pay via Credit Card. Some tell me that Intuit has a policy regarding ACH payments, but this policy is not published to customers - nor does it appear to be available to Intuit staff and no one can provide any detail. That's not policy, it's a rumor, customer avoidance. If Intuit doesn't want to be a payment processor, they should end advertising their service. If they do want to be a payment processor, they should create a supportable product. Other vendors are very clear on any potential limits, issue resolution, etc. and are more than willing to work with customers to address them. If Intuit can't provide a reliable, fully supported, service businesses can't use them. Period. 

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