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L
Ledger Doctor
New Member
August 25, 2026
Question

Pay Feature

  • August 25, 2026
  • 1 reply
  • 7 views

Although our company never signed up for the new pay feature, QBO has allowed one of our customers to use it anyway. The customer made a payment in the amount of $10,500 eleven (11) days ago and QB is STILL HOLDING THIS MONEY!

I have spoken to three different people with QB and am being told that the only way to get this money released to us is if we sign up for the new “Pay Feature”. We DO NOT WANT TO DO THIS. I have spent hours on hold with QB trying to resolve this, and I can’t understand for the life of me how this could possibly be legal. I have asked to have the money returned to our customer, but am told that they will hold the money for 30 days before returning it to the customer.

I do understand that this is a payment that our customer willing made to/through QB, but I feel that QB is playing pretty dirty here. They are giving our customers those “PAY NOW” buttons that make the customer believe that we have signed up for this payment service and they are making money by holding somebody else’s money hostage.  

Has anyone else experience this? Any suggestions on how to handle? How to keep this from being repeated?

1 reply

L
Lolly_NCQuickBooks Team
QuickBooks Team
August 25, 2026

I understand how frustrating and stressful this situation must be, especially when a significant amount of money is involved.

 

QuickBooks Payments does not activate on its own or without consent. Someone within your company would have needed to sign up for or enable the Payments feature. We'd recommend checking with anyone who has admin access to your QuickBooks account to find out when and how it was activated. It's possible this was done unintentionally, but it would have required action from someone on your end.

 

We understand you've already reached out multiple times without a resolution yet. Since this involves held funds, I recommend contacting our Merchant Services again. They can access your account, review the hold, and work on getting your funds released as quickly as possible.

 

Please let me know if you need further assistance with payments or anything else. We're always here to support you!

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