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A
Austin110
January 22, 2024
Question

I can't bill my customers using their checking account. I get "The transaction was declined because the bank account is incorrect, or there is a security concern."

  • January 22, 2024
  • 4 replies
  • 0 views
Customer support is horrible, no one seems to know what they're doing. I've been on the phone for over 4hrs and still no resolution. They put me on hold and then hang up. I need to figure out how to fix this error so I can get paid. This is happening to all my clients using ACH

4 replies

A
AnneMariee
January 22, 2024

Hello there,

 

I hear your sentiments regarding the issue you're experiencing with billing your customers. Let me make it up to you by providing some information about this matter.

 

Failed bank transfer payments can happen due to various reasons such as incorrect bank information or insufficient funds. To resolve this issue and keep your financial records accurate, please follow the steps below:

 

Follow these steps:

 

  1. Identify the rejected payment.
  2. Create a service item to track the rejected bank transfer.
  3. Create a new invoice.
  4. Remove the payment from the original invoice.
  5. Move the expense to the new invoice.
  6. Create an expense.
  7. Attach the payment to the new expense.

 

For a more detailed guide, please refer to this article: Fix a rejected bank transfer payment in QuickBooks Online.

 

If you continue to face this issue, I strongly recommend reaching out to our Customer Care Team. Although you have already contacted them before, I encourage you to contact them again. They can carefully review your account in a secure environment and conduct further investigations if necessary.

 

Here's a step-by-step guide on how to contact us:
 

  1. Go to the Help menu and select the Search tab.
  2. Then, click Contact Us.
  3. Then, enter a brief description of your concern and select Continue.
  4. Lastly, choose either Start a Chat or Get a Callback to start connecting with them.

 

Our support team is available to assist you Mondays through Fridays from 6:00 AM to 6:00 PM Pacific Time and Saturdays from 6:00 AM to 3:00 PM.
 

For more information on QuickBooks Checking, please refer to our FAQ article: QuickBooks Checking FAQ.

 

Please let me know if you have any other concerns or questions about billing your customers. I am always here to help you in any way that I can.

4
4Gal
January 23, 2024

@Austin110 

Consider having a backup payment processor.

G
gks1229
January 23, 2024

I'm having the same problem.  It started 12/25/23 and is continuing.

A
AileneA
January 23, 2024

I understand how frustrating it is when you are unable to bill the customer for various reasons, gks1229.

 

I completely understand bank transfer payments can fail for several reasons, such as incorrect bank information or insufficient funds in the account. It's always a good idea to double-check the details before initiating a transfer to ensure that everything is accurate. Additionally, ensure you have enough funds to cover the transfer amount, as more funds can result in a successful transaction.

However, If none of the reasons mentioned above apply to your customer, please seek assistance from our customer support team. Our team has the expertise to examine the account and investigate the issue further. They are equipped with advanced tools and systems to help you resolve any problems you might be facing. Rest assured, we will make sure that your issue is resolved in the shortest possible time and to your utmost satisfaction. 

 

To get in touch with our support, follow these step-by-step instructions:

  

  1. Click the Help menu and choose the Search tab.
  2. Press Contact Us.
  3. Enter a brief description of your concern and tap Continue.
  4. Choose either Start a Chat or Get a Callback to connect with them.

 

In the meantime, I'm adding this article that answers the most frequently asked questions about QuickBooks Payments: FAQs. It includes topics about funding status, payment processing, and e-invoices, to name a few. 

 

You can always reach out to me by leaving a comment below if you have any further questions about billing your customer or other concerns. I'm always here to assist you. Have a great day ahead.

A
abcintx
May 16, 2024

I have had the same problem with multiple customers.  Seems to happen mostly (but not always) after an ACH was returned NSF.  I get with the customer to clear up the issue.  They get the funds into the account, but now I am blocked by Quick Books and get the note "The transaction was declined because the bank account is incorrect, or there is a security concern."  This "security concern" has to be the issue - yes they had a previous NSF, but it has been resolved.  Just let the payment go through.

M
MelroseV
May 16, 2024

Hello there, abcintx. I recognize the importance of billing your customers using your checking account. Let me route you to the right support team, where you may request another option to achieve your goal.

 

Since you've received an error message and to confirm if you're using the right bank in your account, I recommend contacting our Merchant support team for this concern. They'll be able to assist you with the process and provide any necessary information.

 

Here's how you can reach them:

 

  1. Sign in to your QuickBooks Online.
  2. Select the Help icon and click the Search tab.
  3. Select Contact Us.
  4. Provide a brief description of the issue, then Continue.
  5. Choose between Chat with us and Have us call you.

 

I'll be adding an article that answers common questions regarding this account. It will provide you with a better understanding of how it works. Refer to this article: QuickBooks Checking FAQ. 

 

Feel free to add a comment below if you have any concerns about your bank account. I'm always here to help. Take care and stay safe.

C
Chesco
August 13, 2024

Same issue with my new QBOA account, and no help, thanks I will try with another merchant service, it will be better!

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