My QB Cash account is not paying interest as outlined in the deposit account agreement. Support has not been able to help. How can I report this bug to get it resolved?

Thanks for getting in touch with us here, twolfe789.

To securely check into your account, I'd want to route you to the right support. I'd suggest reaching out to the QuickBooks Cash Support Team so they can further investigate the unexpected behavior you're currently experiencing. Please click here for our contact information.

For more details about our cashflow, feel free to visit this page: Learn more about QuickBooks Cash Accounts and the Cash Flow Menu.

I'm just here if you need anything else. Take care!

Thank you for the quick reply. I actually already tried contacting support in the method listed in your links. I talked on the phone with one support agent and over chat and email with two others. They were unable to resolve the bug I am seeing or pay out the interest owed from my past two statement cycles. The one agent over the phone cited that the cash account will only pay interest on money collected through QuickBooks payments, not regular bank transfers. She was very unsure of the answer overall and never called me back. However, the description of the account clearly does not specify this as a requisite for interest.

Can you confirm whether any money transferred to a QuickBooks cash account accrues interest or was the support agent correct in the statement that only income from QuickBooks payments accrues interest?

Thank you for the quick reply. I actually already tried contacting support in the method listed in your links. I talked on the phone with one support agent and over chat and email with two others. They were unable to resolve the bug I am seeing or pay out the interest owed from my past two statement cycles. The one agent over the phone cited that the cash account will only pay interest on money collected through QuickBooks payments, not regular bank transfers. She was very unsure of the answer overall and never called me back. However, the description of the account clearly does not specify this as a requisite for interest.

Can you confirm whether any money transferred to a QuickBooks cash account accrues interest or was the support agent correct in the statement that only income from QuickBooks payments accrues interest?

Hi there, twolfe789.

Interest rates are calculated at the end of your statement cycle using the average daily balance over the previous 30 days. We calculate interest separately for each of your envelopes and your QuickBooks Cash account.

I can see in your original post and in your reply that you've already contacted our chat and phone support teams. However, we're unable to pull up accounts in the Community because this is a public forum. I would still recommend reaching out to them again so they can pull up your account. They will check the case documentations added by the tech support that previously help you out. This way, they can double-check your statements and make more investigations to sort this out. 

Please don't hesitate to reach out to us again if you need anything else. 

Thanks JenoP!

For anyone else who is having problems with this, I finally figured out, after approximately 15 hours of support calls, to ask to speak with Green Dot Bank. The QuickBooks rep will forward the call to Green Dot. There is apparently no way to contact them directly. This issue has still not been resolved for me, but I think it is getting closer. If someone else has this issue it will save them some time. The bank reps and QuickBooks support know virtually nothing about the QuickBooks Cash Account. Each time, I have had to explain to them how interest in a bank account works and how it works with the terms of average daily balance with monthly payouts. I am hoping for a callback from a manager at the bank and will update this thread if I hear back. If there is a way to report this problem, I would really like to see it escalated and addressed for myself and other users interested in the cash account.

Thank you for the additional insights, @twolfe789.

I want to ensure customers like you are having the best possible experiences while working with QuickBooks. I value your feedback, and I want your voice to be heard by addressing all of your concerns about the Cash Account. You can send a report within your company file. I can guide you on how.

1. Open your QuickBooks Online account, then select Feedback from the Gear icon.
2. Enter your feedback (comments or product suggestions), then click Next.

Once done, you can track it through the website. Here's the link: Customer Feedback for QuickBooks Online.

You can always add a comment below if you have any other QuickBooks questions. I'm a few clicks away to help. Have a good day!

Was this resolved? I am seeing the same thing in my account.

Thanks for joining this thread, jmfocus.

I've checked and there's no report created about the QuickBooks Cash account monthly statement not calculating interests. 

I recommend contacting our QuickBooks Support Team so they can create a case. Then, they will send it to our Product Team for further investigation.

To get in touch with them, you can visit this link: Contact QuickBooks products and services Support, then choose your product. Our Support Team needs information by pulling up your account and send it to your Product Team.

Let me know how the contact goes by commenting below. I'm always right here whenever you need help.

Has this been resolved? 

I can see by the comments that are over two years old that nothing has been done about this. I have the same problem. I was receiving interest in my Quickbooks Cash account each month, and then suddenly in December 2022 it stopped. I have been trying to figure out who to contact. There is no information in Quickbooks Online and in the account on Quickbooks Online there is almost no information at all. So what is the deal. Why was I receiving interest, per the agreement, and then suddenly last month I stopped receiving interest? I actually received an email in November that the interest rate was going to increase, but then zip, nada, nothing. No interest at all!

Please help. 

No it hasn't. It is two years later and I am now having the same problem.

Thanks for joining in on this thread, mgielniak. I've come to share information and ensure you'll get the support you need.

As I've checked my resources here, I haven't seen any similar cases reported as to why you're receiving interest in your QuickBooks Cash account. I can see how relevant this is for you. To help you assist further with this, I'd recommend contacting Green Dot bank to help us identify what's causing your account.

Also, you can directly reach out to our Customer Care Team and request a transfer to Green Dot bank. This way, they can check and pull your account in a secure environment. They can provide you with thorough information about the unexpected behavior you're experiencing.

Moreover, you can visit this article to help you review the money ins and outs of your business and bank account: Track your cash flow in QuickBooks Online. Doing so will allow you to know and monitor your business' financial stability. 

You can always reply again if you need additional assistance with any QuickBooks-related concerns. We'll be right here, willing to help you. Have a good one!

We are in the same situation.  Our last interest received was October 2022.  None received for November, December, and now January 2023.

I'll provide some information about QuickBooks Cash interest rate, CellarAcct.

Interest is paid out proportionally to each envelope based on their balances and is calculated at the end of each statement cycle. As mentioned by @FateCandylaneT, you can reach out to Green Dot Bank to help us identify what's causing the issue.

At the same time, you can contact our support team so they can also check if this is a common issue. Other than that, they'll be able to pull up your account in a secure environment to investigate further. 

To give you more information and an overview of QuickBooks Checking, learn from this article for more details: Learn More About Checking Account.

Reach out to us if you have any other concerns about QuickBooks Cash. We're here to help you all the time. Have a nice day!

I have the same issue.  Looks like interest was stopped being paid in December 2022 so I am due interest for 6 months.  I am sure there are plenty of others that have the same problem.  Has anyone gotten resolution on this? 

Well, I think I just found the answer.  Here is the language from the Deposit Account Agreement:  

When we say “account,” we are referring to the single registered FDIC-insured account, not held for
personal, household or family purposes, held in your name and your business’ name that consists of a noninterest-bearing transactional account to which you may receive incoming deposits and other credits and from
which you may withdraw and/or spend money, including the envelopes, which consist of multiple interestbearing subaccounts to your primary account where you may put money aside for certain purposes
(“Envelopes”).

So, the money needs to be in Envelopes in order for it to earn interest.  BS in my opinion but that is what it is.

Wow, it's now 4 years later and I'm experiencing the same problem.  I cannot believe this is an issue.  I put an sum of money into the account on 7/25.  Interest was recorded on my statement and deposited into my account on 8/30. No interest since, and no interest even recorded on my statements since.  What in the heck.  And yeah, I've already spent a few hours on the phone with Quickbooks payment support and haven't gotten much help.  I'll try again and request to speak with GreenDot.  I cannot believe a bank account is operating so negligently AND FOR FOUR YEARS.

I'm not sure - I have never used the Envelope feature of the account and I received interest during my first month.  Then it stopped, and it's been two months so far.  Interest was recorded in my first statement, but not in the next two, and nothing has changed on my end.  So frustrating.