Question

Payment Declined

Forum|Forum|3 years ago
August 15, 2022
12 replies
10 views

I'm trying to pay a vendor, they sent me a link to the online invoice so I could pay them. I filled out the details (business checking, rtg number, acc number) and it threw the error

Payment declined. Your payment method was declined. Please use another method or try again.

I checked with my bank (Bank Of America) and they say there are no restrictions on the account that would cause this. I then tried to pay with an old PNC bank account and the payment went through fine. How can I get more details on the error? The error shown on the website is less than helpful and I need to resolve this before I can close the old account. Any ideas greatly appreciated.

QuickBooks Payments (Merchant Services)

AlcaeusF

Level 14

Hello @Whittade,

Thank you for dropping here in the Community about the declined charge from your bank account. I'm here to help you figure out how you can get more information about the payment error.

Since your vendor sent a link for the bill, they may be using a third-party app for payment processing. To know more about the error, I recommend reaching out to your vendor for them to check the rejection details.

If you've already checked with your bank, and there are no restrictions that would cause the issue, the issue may be related to the account details you enter or other information.

If you're referring to Online Bill Pay, you can contact our QuickBooks Support Team. They have tools to trace the rejected payment and determine what's causing the error.

Our support for Plus, Essentials, and Simple Start is available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM PT (Saturday). For Advanced, any time, any day.

Here's how you can reach them:

Click the Help tab in the upper-right corner.
Go to the Assistant tab.
Click Get help from a human.
Choose Chat with us or Have us call you.

Also, I've attached an article you can use as a reference in the future in viewing payment history if you'll use Online Bill Pay: Payment details and history in Online Bill Pay.

Please don't hesitate to drop a comment below if you need more assistance with vendor payments. I'm always available here in the Community space.

W

WhittadeAuthor

Thanks, the vendor sends the invoices using a link to connect.intuit.com, not sure on the exact process as we don't invoice our clients that way. I wasn't sure how to contact QuickBooks support as this isn't an issue on my account and I doubt they would be able to talk about someone else's. the issue seems to just be that Intuit is unable to process the payments from my Bank Of America accounts but they go through fine from the PNC accounts. Because the website doesn't give any useful error message I can't tell where the process is failing. Is it a bank account/rtg number mismatch, if I should be entering it as something other than business checking, if it's actually a problem at Bank of America despite them claiming it's not :-). I've seen this issue in a couple of other places on the forums but there was no solution in any of the posts, we need intuits help to debug as you guys can see the transaction logs.

Thanks!

M

menotyou

I am having same issue and I will add that I have been successfully paying this vendor all along until this last 2 invoices. I called the vendor, she said call intuit- been on hold for LONG time. plenty of funds, no record of attempt at bank end, that tells me the data transmission is not going through intuit successfully...

A

Archie_B

Level 6

Hello there, menotyou. Let me help and share some information about the declined payments.

It's possible that your bank is sending you an update, which explains why the funds aren't going through. You can check with your bank for any alerts or notifications regarding those declined payments.

Also, I recommend reaching our QuickBooks Support team using the steps provided by my colleague AlcaeusF above. This way, our team can investigate further why you are unable to process those payments.

Let me add this article for future reference: Pay bills in Online Bill Pay.

You're welcome to comment below if you have other concerns or follow-up questions about processing vendor payments in QuickBooks. I'll be around if you need me. Enjoy the rest your day.

W

WhittadeAuthor

Hi Archie,

I think you're misunderstanding what is happening. This isn't paying FROM my quick books account (which is what the links you posted relate to), this is a vendor sharing an invoice from their account that I then click on an email link that takes me to an intuit payment webpage to enter my bank account details. I've seen this issue elsewhere on the forums, so I know it isn't just me, it does seem to involve bank of America in several of the cases I've seen. The problem really is you can't contact support as this isn't to do with your quick books account, and your vendor can't because they need your details to be able to recreate the error. What we really need is a more useful error message that explains what failed and what the error codes were. The one now basically doesn't provide the information to find out where the failure is and therefore who can fix it. Is it possible to have a support analyst attempt to recreate this issue in a UAT or Dev environment where they can capture the logs to see where in the transaction the failure is happening or perhaps provide a production link with more verbose logging where we can step through the process to debug?

AlcaeusF

Level 14

Thanks for getting back to us, Whittade.

Allow me to chime in and help ensure this is taken care of for you.

If your vendor is using a third-party app for payment processing, as mentioned by my colleague above, I suggest reaching out to them to know more about the cause of the error.

On the other hand, if they're not using a third-party app, I highly suggest contacting our Support team again. They have tools such as screen-sharing (remote access) that can check the error that you're getting and verify its cause. They have also perform some troubleshooting steps if necessary.

Please refer to these to reach them:

If you're using QuickBooks Online (QBO): QuickBooks Online Support.
If you're using QuickBooks Payments: Contact Payments or Point of Sale Support.

In the meantime, I recommend visiting our website for more tips and other resources you can use in the future: Self-help articles.

Please post again or leave a comment below if you have more questions about this or anything else. I'll be more than willing to help. Stay safe.

M

montanauser406

@Mohammn @Whittade Did either of you get this resolved? I've been dealing with it for a month now with countless hours with support on the phone and no luck so far.

D

DebSheenD

Level 5

We don't want you to feel this way, @montanauser406.

I understand the importance of paying your vendor. I can share some information about the possible reasons why you'll get a declined status on your QuickBooks Payments.

Usually, this happens because of the following:

Invalid account number
Expired credit card
Overlimit or past due
General decline, no other information provided by the processor
The issuing bank will not electronically authorize the credit card
Billing Address in QuickBooks Online does not match the address on your statement

That said, here are some tips and steps you can take to resolve the issue:

Make sure the credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
In addition to the credit card number, you need to enter a verification code. For most cards, like Visa, Mastercard, and Discover cards, it's the 3 digit code on the back of the card. For American Express, it's the 4 digit code on the front of the card.
Make sure there are no special characters or spaces in the credit card number or other data fields.
Use the customer's address from the US USPS website.

For additional instructions, feel free to read the details from this link: Fix customer's declined credit card payments.

If none of the solutions work for you, I highly suggest contacting our QuickBooks Payments Support team. They have the tools that can pull up your account in a secure environment, and verify what's causing this issue.

Here's how to reach them:

Click the Help menu in the upper-right-hand corner of your QBO account.
Type in "Talk to a human" in the chatbox, then press Enter.
Choose Get help from a human.
Tap Chat with us or Have us call you.

Also, to know more about QuickBooks Payments, feel free to check out the information from these links:

Please let me know how it goes by leaving a comment on this thread. I'm only a post away if you have any follow-up questions about processing payments. Have a good one.

D

drkier

Same exact problem today. I need to make a deposit for a project to keep it scheduled for this Thursday (2 days from now). Only other choice is to pay by credit card and pay a 3.5% additional charge on just over $9000. I don't have the time to spend with people that either can't or won't work to understand and resolve the problem but it's not the first time I've had to work around QB's problems.

Fiat Lux - ASIA

Level 14

@drkier

Explore Melio as another option to lower your cost.

https://affiliates.meliopayments.com/pricing

C

Charies_M

Level 9

Hello there, Whittade.

Our Payment Support is the best place to go for problems with charges. They can assist in confirming the charges and the basis for the sum.

Here's a link to get routed: Contact Payments or Point of Sale Support.

Otherwise, you may want to consider Fiat Lux -ASIA's suggestion.

I also have the following article to assist you in managing payments in QuickBooks: Take and process payments with QuickBooks Payments.

The Community is always open if you have other concerns about QuickBooks payment process. Have a good one.

S

Spiketrain

I am having the same problem for months with multiple vendors and through quick books. It is unbelievable that this issue has been going on since August without a resolution. It is costing me real money having to use alternatives to direct transfer. Same meaningless error message. I need someone to contact me that understands this issue. I have spent useless hours on support calls and nothing is fixed and QB just keeps saying it's not them. This is not the way you support small businesses.

J

Jtemple24

I am having the same exact problem. Incredibly frustrating that I can't pay a vendor and Quickbooks does not appear to be doing anything to solve the issue.

Adrian_A

Level 8

I understand how it feels when a feature isn't working, Jtemple24.

I suggest reaching out to our phone support team. One of our agents can look at your account and investigate the issue further. You may contact them via this link: Contact Payments or Point of Sale Support.

I also have the following article to assist you in managing payments in QuickBooks:

Feel free to leave a Reply if you have other concerns or follow-up questions about processing vendor payments in QuickBooks.

J

Jopage10

I've been using QuickBooks to pay my landlord for 4 years now. Using the same bank account. This happens to me a lot and usually I have to wait a day or 2 to try again and it will work. I am in talks with him to drop QuickBooks due to this and many other that pay rent to him having this same issue. Quick books is junk and has so many issues. For my business I won't touch them and use a much better setup for accepting payment. Get used to bad service and customer service that won't help you.

W

WhittadeAuthor

Hey Intuit team, is anyone looking into this yet? Please don't suggest phone support, they literally can't help (and are told not to as we are clients of your clients not direct clients in this instance!). The ONLY way to solve this is to have a person experiencing the problem submit their payment details in a controlled environment where the dev team can monitor the payment gateway responses to figure out what is going wrong. Then we know is this a bank issue, gateway issue or Intuit issue. Right now it seems Intuit doesn't know what the problem is so they can fix it and, more concerning, doesn't want to put in the effort to find out.

Any chance that after this many months someone could actually investigate what's going on? Again, please don't suggest calling support, we've all tried that, wasted hours of our time and they can't help, the issue is systemic affecting a subset of routing numbers, and requires a team above an beyond support to engage.

P

pursuedsloth

I figured this out with my customer a few days after posting this - and Quickbooks support was still contacting me with very weird suggestions!! Its seems they didn't know either!

The whole problem was that this customer signed up for Bill.com a few days before and that somehow ties up their standard ACH banking info to Bill.com only. So to get around it, i had to setup an account there too, and now i have to go into it each month and duplicate my quickbooks invoice in Bill, so that that customer can enter their ACH info info there and thats how i get the payment. Its an extra step that sometime causes reconciliation nightmares, and i would like to avoid it, but its the only way.

Hopefully this can help someone in the future.

J

jamespaul

Level 8

Hello, tmallare.

I would also be aggravated if I encounter an issue when paying my dues, especially if it's a time-sensitive process. I would like to take this opportunity to point us in the right direction to fix the Payment declined error message.

Declines are often caused by the issuing bank, and it's a good thing that you've already called USAA to confirm any issues.

Have you tried using another payment method to pay your bills? We can use that if you haven't done it yet.

However, if you've already used all of the available payment methods, let's take another step forward to fix this.

We would want to get to the bottom of this and fix this issue. We'll want to give our phone agents a go and take a look at the system. They would use their tools to find out the root cause of the Payment declined error message and fix it for you.

If you use QuickBooks Online, here's how to reach them:

Click the Help icon on the top right corner of the screen.
On the pop-up panel, go to the Search tab.
Click the Contact Us button on the bottom part.
In the box, we'll want to enter "Payment declined when paying bills."
Proceed with Continue, then choose how you want to reach us.

If you have QuickBooks Payments, the support's contact details can also be found here: Contact Payments or Point of Sale Support.

After fixing the issue with our support, do you also need to review and check your financials through reports? I'll add this article in case you need help sometime in the future: Run reports in QuickBooks Online.

I'm all ears and ready to help again if you have other concerns about paying vendor bills. Let me know also know if you have questions about managing sales entries or running some reports.

K

ktj1390

To all who are reading this thread, I would advise not wasting your time calling customer support as there isn't anything they will be able to tell you that will fix this problem. Trust me, I called multiple times and nothing came of it. Eventually we just had to find another way to pay vendors. It was extremely frustrating - tried for over a month with multiple calls to QB support and my client's bank (including the client also calling the bank) but it could never be resolved so we just gave up.

J

JRM2023

I am having the same issue as well. I spoke to our vendor and they see no errors on their side. It's definitely an issue with Quickbooks. It has to be. And in my experience, Quickbooks helpers are only able to read a script not truly solve any real problems. I came up with a work-around. I used Bill.com to pay via ACH. The bank that we are using is Mercury. So it's not a bank issue either as others on this thread are using a variety of banks. It would be fabulous if Quickbooks would solve this problem that many people are having. It's not a problem with my Quickbooks Online account either. Good luck trying to get the "Expert" to understand that. It's an issue with vendors who are using Quickbooks to invoice customers and when those customers try to use the link with ACH banking info, the payment is declined for no reason that anyone can figure out. Seems like a bug to me.

D

designedbyform

Im having the same issue with multiple clients. Looks like Quickbooks is trying to make extra money by forcing customers to pay through Credit Cards and sunsetting the ACH option. The fact that there is no solution to a major issue with the ACH system after 8 months is pathetic. Fix this.

B

bstew6391

joined this forum for the same issue. After reading through the response from ADMIN...it is certainly reflective of the same response that QB's customer service gives. Why offer a forum if you don't intend on using it to help resolve client issues. For the only solution to be "contact customer support" is such a waste of time and effort and quite frankly insulting to the business owners trying to use your product.

J

JDE Prop

I have just finished a telephone call with a representative of the Office of the President of Intuit regarding the error message that some of my customers receive when attempting to pay one of my invoices by ACH bank transfer -- “PAYMENT DECLINED. Your payment method was declined. Please use another payment method or try again.” I do not accept credit card payments but I do accept ACH bank transfers.

I eventually contacted the Office of the President for Intuit because the answers that I was receiving from QB Support were unbelievably useless. In response to my submission of case #1599618198, the QB Online Support Team representative emailed me “I am emailing you on behalf of Intuit QuickBooks Online Team regarding your open case 1599618198 relating to the payments of $530 that was processed twice on May 16, 2023 that keeps on declined due to some reason of ACH_CP_YOUNG_NONCASH_HIGH_QUICKAUTH_QBO:Transaction restricted by the internal ACH QuickAuth model which means Transaction restricted from BFS" The customer’s bank has declined the transaction as it has as some restrictions. The customer should use an alternate bank or credit card.”

The invoice in that case number was sent to a new customer that I added since migration to Online and this was the first invoice that they received from me. The error message was returned immediately upon the customer clicking PAY. The customer’s bank DID NOT decline the transaction. QuickBooks software declined the transaction for a reason known only to God. The customer (following the instructions in the error message) attempted to pay again with the same information and the payment was again declined.

Another new customer received the Payment Declined message attempting to pay a $45 invoice. His second attempt was also declined. The customer then (again following the instructions in the error message) attempted to pay the invoice using a different checking account at a different bank. Those attempts were again declined.

Multiple attempts to get help by chat and telephone returned essentially the same response from QuickBooks support representatives…(1) do not try again unless you wait 24-48 hours after the error message, (2) tell the customer to try another “payment method” such as credit card, and (3) tell the customer to contact his bank to get the restriction lifted.

I went to Intuit dot com, selected Company, then selected Executive Leadership. I noted that the header on that page said “Do you have a question, concern, or feedback about an Intuit product or service? Submit an inquiry to the Office of the President (OOP). We’ll respond within one business day to help resolve your concern.” A link below that said “Submit a request”. So I did.

I received an email late the next day (6:34 pm on Mau 18, 2023 from Samantha) asking what time I could talk. I responded that I would be available 8-5 CST the following day (Friday, May 19th). I did not hear back so I emailed on Monday, May 22nd asking if she needed anything further from me or if she had an update. Another OOP representative (Sharyn) responded by email at 4:50 pm that day to tell me that Samantha was out of the office and that she (Sharyn) was “watching over this” while Samantha was out of the office. We agreed to talk at 11 am CST the following day. In our brief telephone conversation on Tuesday, she indicated that she was not sufficiently fluent in the invoice payment process so she would have a technical representative contact me. I advised Sharyn that I would not be available 3-4pm CST the following day due to a prior engagement but would otherwise be available to talk on Wednesday. At 2:50pm CST, I received an unknown caller and let it go to voicemail so that I didn’t get tied up that close to my 3pm engagement. At 3:20 pm, I received an email from Joey asking if we could talk the next day at noon CST. I responded that I would be available.

Joey called on time today and we had a lengthy conversation regarding the Payment Declined error messages. Joey agreed that the instructions in the error message were at best misleading for the customer and should be changed. Joey also agreed that the email I received from the Intuit QuickBooks Online Team telling me that the customer’s bank had declined the transaction was inappropriate. Otherwise we did not make any headway toward a resolution of the situation.

Joey said that the transactions were being declined by Intuit “security software” unrelated to any communication with the customer’s bank but he could not tell me why the transactions were being declined. When I asked if Intuit could assign somebody to look at the software code to determine why the transactions were being declined, Joey said no. No reason, just NO. We concluded our conversation by agreeing that we would disagree on what action was needed to resolve this issue.

The Intuit website says that QuickBooks has seven million customers worldwide. I am reminded of the Thought for the Day from many years ago that said “If seven million people love a stupid idea, it is still a stupid idea.” Submit your “concerns” to the Office of the President. You will no doubt be just as frustrated as I am with the results but, who knows, it might just light a fire if enough people tell them how this is affecting our relations with our customers.

M

Mogr

I've been experiencing this same issue. Can't believe this has been happening and is still unresolved for a year. QUICKBOOKS WHEN ARE YOU GOING TO FIX THIS???

MariaSoledadG

QuickBooks Team

Let's make sure this issue will be fixed so you can process payments in real-time, Mogr.

Normally, you can process payments directly from QuickBooks products. Customers can pay you by credit card or debit card. There are times, a customer's credit card process doesn't go through. This is caused by many common issues, such as authorization problems or missing information.

However, if there are no issues arise and yet you're still unable to make a payment, I recommend reaching out to our support team so they can take a look at this and investigate further. They have the tools to pull up your account in a secure environment.

Sign in to your QuickBooks Online company.
Go to the Help (?) icon.
Select either tab to get started:
- Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
- Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  - Start a chat with a support expert.
  - Get a callback from the next available expert.

You may also want to know the most frequently asked questions about QuickBooks Payments. This will help you answer any of your concerns: QuickBooks Payments FAQ.

Let me know if you have questions when making a payment. We're here to ensure everything is taken care of.

S

SV250

The same this is happening to us. Our old bank, US bank, works fine and goes through but First Republic Bank (our new bank) is getting declined. So, I just spoke to Intuit, and they said vendors would have to call them because only the vendor account will show the reason why the payment from their customer is getting declined. So we'll probably just pay a different way. So if you're a vendor and your customers are getting thier payments declined, call Intuit 1.866.340.7237

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