How did an online payment my customer made end up in the wrong bank account? It went into the bank account set up on a different business which is now cancelled.

Hi moran,

I appreciate you reaching out to us here.  Providing your customers with the option to pay directly from the invoice they receive, is a great way to prevent overdue accounts.  It's important that your funds are received without delay.  I'd be happy to help!

Please follow these steps to update your bank information for QuickBooks Online Payments;

1. Log into QuickBooks Online from a web browser

2. Open your Settings ⚙ and select Account and settings

3. Click on the Payments tab. In the Deposits section next to Standard Deposits, select Change next to your existing bank account

4. Hit Add new bank account

5. Enter the card number

6. Follow the prompts to enter your login credentials and connect your account

7. Hit Save 

8. Review the bank account information and ensure it’s selected before completing your request.

QuickBooks will start depositing customer payments from online invoices and other sources into the new account.

Please don't hesitate to reach out with other questions.  We would be glad to assist!

Hi Trish, thanks for the quick reply! Actually, the payment by the customer was by clicking my invoice and paying by credit card, but it went to the wrong bank account. I have actually tried the steps you mentioned, several times yesterday and then again today. Once I fill in the new bank info and then click 'confirm', I am presented with the screen where it wants to be sure I'm actually me. I click send me a text, but I never receive it. I also tried clicking 'call me instead', still nothing comes to my phone. I've checked the phone number on my account and it is correct. Any ideas on that?

Welcome back, moran. There are a couple places you'll need to check in order to make sure you have the correct phone number. In the top right hand corner, you'll see a blue circle. Click on this and select "Manage your intuit account". Next, chose "Sign in & security". Here you can verify if your phone number is correct. The next area to look would be in Account and settings. Click on the Gear icon, select "Account and settings", click on "Company", and then then select "Contact info". Make sure the number is correct in this section as well.

Hello again... I've looked in both of those locations and the number is correct. I've tried several times more, but still not receiving the code so that I can confirm the change of banks.

Hello again moran,

I appreciate you checking both those fields to make sure that the number is correct as well as taking the time to try the other steps mentioned above. For further assistance with not receiving the code by text or by phone, I recommend reaching out to the QuickBooks Online support team outside of the Community  They'll be able to verify your details in a secure setting so that they can take a look at your account in the system to see why the code isn't being received, and help resolve this so you can get that money correctly deposited. You can reach out using these options:

Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook and X / Twitter

If you have any other questions, feel free to reach out here.

Thanks Alex, I appreciate your suggestions. Just to clarify though, the Canadian support doesn't give chat as an option. It's only receive a call back or post to the Community.

Anyway, I finally spoke to support on the phone and apparently, when I'm logged into my QuickBooks Online account, the phone number that I entered when setting up the online payments is not visible anywhere. It's with the Merchant services. The support person caught that I had entered my phone number with one digit incorrect. So that's why I wasn't able to receive the confirmation texts/calls. He opened a support case, had it escalated and I am now awaiting an email from QB to verify my change to be made on my phone number! Sheesh! I'm usually a very careful, accurate typist... it happens I guess

Hi there moran,

I'm happy to hear that you were able to reach them. If you have any other questions, feel free to reach out here.