I need help with my account

We had our checking account compromised yesterday and I added a new account #, but we did have a batch of checks going out through ach payroll to our employees on the 22nd.  They haven't received them yet and they normally get them by now because I did it on the 22nd and it should be in there today.

Could you let me know if they are being processed?  Our bank doesn't show being received.

Thanks, Karen

Hi there, @sierrachem-aol-c.

Once direct deposit payroll is processed, the employee will get paid on the pay date. If the employee's account is locked or closed, the bank sends back the funds to the employer's checking account within 2-3 banking days. 

When it's credited to the employer's account, that's when you void and recreate a new direct deposit payroll. 

In case the fund didn't show up in the employer's account, you would need to contact us so we can request a Direct Deposit trace and reversal. This helps us know if the funds were successfully deposited into the employee's bank account. After which, that's the time we can void the payroll and recreate a new one. 

Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose to Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

We do not recommend creating a new direct deposit if the funds aren't credited yet to the employer's bank account. This is to avoid paying the employee twice.

We've got plenty of payroll support specialists available in the Community ready to help if you have other questions. Please post them here. Take care.