Deposit Live Check

My QuickBooks Checking account is active and in good standing. I don't get an app error message when trying to use mobile check deposit — instead, when I called support, an agent verbally told me the account is "not eligible." No specific reason was given, and no path to resolve it was offered.

I've now spent significant time on the phone (1.5+ hours, transferred through 5 different agents) and no one has been able to tell me what's actually causing the ineligible status or what I need to do to fix it. This is blocking me from depositing a paper check from a client.

Can a moderator or QuickBooks staff member please look into the backend eligibility status on my account and let me know the specific reason and how to resolve it?