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jakebanderson321
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

 
24 Comments
BettyJaneB
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

 

Hi there, @jakebanderson321.

 

Welcome to the Community. Let me address your deposit concern so you can get back to business. 

 

When something unexpected occurs in your transaction(s), a hold may be placed on the funds. Here are some common reasons for holds:

  • When your payment processing exceeds the established maximum dollar amount expected on your account. 
  • When a transaction is processed after several authorization attempts and failures.
  • When certain transactions require verification of your business type to ensure it is compliant with the Intuit Acceptable Use Policy.
  • When our systems identify processing patterns that pose a risk to any of the parties involved: You, your customer or to Intuit. 

To get more details in handling deposits on hold in QuickBooks Online, please check out these articles:

Also, credit card deposit takes 1-2 business days to reach your bank while bank transfers (ACH) can take 2-7 business days. This can also be the reason why it's still showing on hold since it hasn't been deposited to the bank. However if it exceeds the given the length of time since the payment was made, I recommend contacting the QuickBooks Payments Support Phone Team. This team is the best resource for such inquiries, as they're able to request account information to pull up your company and share sensitive information. They'll be able to further assist with determining the details of the transaction and why it is still on hold.

 

This should get you moving today, @jakebanderson321.  Don't hesitate to let me know if I can be of additional assistance. Cheering your business to continued success.

jakebanderson321
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hello, thank you for the information. However, this doesn't really answer my question.

 

As I mention, the deposit has already been made to the account. That was last month, so I already worked through all of the steps with the payments/merchant services group. 

 

I then followed up with them yesterday, and they mentioned that since it is the QBO application showing the notification even though QBO also registers and shows that the money has been deposited I should work with the QBO team. I've talked to numerous QBO assistants, and no one has an answer. 

 

I simply want the deposits to no longer say "Deposit on hold" in the invoices screen. My account shows that the funds were deposited in the transactions. How do I change those notifications?

HoneyLynn_G
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hi there, @jakebanderson321.

 

I appreciate you providing details of your issue and how the call went. I can help you out with this and resolve the deposit saying "Deposit on hold".

 

In order for the notification to update, you will have to disconnect the invoice from its payment and delete it. After that, re-create the deleted invoice (don't send it to Payments), and link it back to the original payment.

 

That should re-establish the recording of your transactions in QuickBooks. I'm sure that after following the steps above, you won't see the "Deposit on hold" on the invoices screen.

 

Keep me posted if you have follow up concerns about QBO. I'd be happy to help you more. Wishing you all the best.

jakebanderson321
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hello, this did not work. I recreated it and it immediately re-stated that the new invoice was on hold.

 

How do I fix this? I feel like this shouldn't be that hard.

JanyRoseB
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hi, @jakebanderson321.

 

Thanks for your responds. I'm here to guide you to the right support so you can get the help you need. 

 

I appreciate you for taking the time to follow all the instructions provided by my colleagues above just to resolve this issue. Since the issue still persists, I encourage you to get in touch with our Care Support Team. They have additional tools to pull up your account and investigate this further. They can also create a new investigation and once it has been open, you’ll be receiving an email notification about the updates and progress.

 

Here's how you can contact our phone support: 

  1. Go to: Get help with QuickBooks Online.
  2. Click the contact us link. 
  3. Select the Search for something else, and type-in Customer Support
  4. Click Search.
  5. Scroll-down and click Get Phone Number

In case you'd want to learn more about Payments Holds in QuickBooks Online, my colleague BettyJaneB provided some helpful articles above.

 

Please let me know how it goes. If you have any other concerns, don't hesitate to click the Reply button below. We're always here to help you out. 

jakebanderson321
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hello, thank you for the insight. I actually have already gone through 3 separate conversations (2 with screen shares) regarding this issue. No one has had the answer, which is part of the reason I initially posted on here. I've tried both the Payments and QBO help center. 

AldrinS
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Greetings, jakebanderson321.

 

I appreciate all of your efforts for trying to resolve this issue. Allow me to join this thread and provide additional clarification regarding the deposit on hold.

 

This is in fact an ongoing issue that our engineers are collaborating with our Merchant Services Team to quickly resolve. I know you previously called us, but I encourage you to get in touch with our Customer Care Team again. Doing this will ensure you've been added to the product issue contact list

 

Contact QuickBooks Support

  1. Click this link to go to the Official Contact Us page.
  2. Choose QuickBooks Online.
  3. Select Running your business in QuickBooks, then Banking.
  4. In section 2, Here's how to connect with a QuickBooks expert, click Get Phone Number.

Once you've been added, you'll be signed up for scheduled email updates on the Engineering Team's progress towards a solution.

 

Please feel free to get in touch with me here for any additional questions, I always have your back. Thanks for dropping in and have a wonderful rest of your week.

Peter292
Level 2

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

OK, this problem was in January. Now it is October 2019. I have the same problem, too. Can you please let us in on the secret regarding how to delete these inaccurate, annoying, false, bad-accounting notices about "DEPOSITS ON HOLD" by Merchant Services that are not on hold? Remember, QUICKBOOKS+MERCHANT SERVICES put it there. This is your service. This is not my mistake.

Peter292
Level 2

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Regarding the last comment, it would make no sense to respond as in the response to Jake above, by saying, "get in touch with our Customer Care Team again. Doing this will ensure you've been added to the product issue contact list." That was 9 months ago.

If 9 months have gone by, and there is still no answer posted here by Quickbooks, getting on a list clearly does nothing but waste the customer's time. It would not be nice to put customers through the time-consuming process of making phone calls to get on lists that STILL have not provided their own people at Quickbooks with a helpful answer after 9 months.


PLEASE understand that I am trying to work with you, but being that this thread popped up as the top result when I Googled this problem, there really should be a solution posted here by now. It has been 9 months, after all.

Peter292
Level 2

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Like Jake above, I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

 

Is there anything to do to clear this up?

 

MaryLurleenM
Moderator

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hello there, Peter292,

 

Once the deposit is posted, it should also reflect on your QuickBooks account. If the deposit is still showing as deposit on hold, I recommend contacting our QuickBooks support.

 

  1. Click the Help icon.
  2. Click Contact us.
  3. Enter deposit on hold, then click Let's talk.
  4. Select Call us.

You can also check out this article about payment holds: Understanding Payment Holds.

 

Let me know if there's anything else I can help you with.

Peter292
Level 2

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Thanks for the polite boilerplate response. Did you read about Jake's 3 calls above? His two sessions of screenshares? Jake made it quite clear above that calling tech support is an exercise in frustration and fruitlessness.

I just got an automated "Kudos" via email from this system, apparently triggered by new people in this community who seem to be experiencing this problem. Quickbooks just "awarded" me as a "Level 2" community member because people apparently appreciate my spelling out the problem here. But really, I am not looking for "Kudos" and "Community Member Awards."

I am looking for Intuit and Quickbooks to fix this problem, or tell me who can fix this problem. Mary, it is not helpful to send me back a fourth time to the same support-people who were unsuccessful 3 times previously. Can you or anyone over there provide the help that one would expect from a reputable company such as yours?

Tori B
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Hello, @Peter292.

 

Thank you for providing detailed information on this concern.

 

This isn't the impression I want to leave you with. It is my goal to ensure you receive the best support possible. As of right now, this is a known issue. We would need you to call into support to open a ticket so this can be documented for an investigation. Once the issue is pressed, you'll receive email updates about the concern that will include workarounds for a resolve.

 

To contact support:

 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

If you have further questions or concerns, feel free to reach back out. Take care, and have a great rest of your day!

 

 

 

Elkster23
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I am having the same issue and can't get help from QBO or chat or anyone! Dang this is frustrating. Seems like it should be such an easy problem to fix. (having to resend because I used a bad word! LOL I didn't know dam was a bad word!

has1523
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I am having the same issue. Customer payments are on hold. Now I am on the line, on hold, for apparently over 1 hour which is ridiculous. 

Suleivys18
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

same problem over here 3 weeks 7k on hold talk to several people by chat no one answer the phone they keep asking the same question no answer this is digusting after solving this issue im done with this horrible company 

Suleivys18
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

were you able to solve the issue same problem here for 3 weeks please advise

 

The Sauce Suppliers
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

This seems like a bit of a scam with Quickbooks / Intuit. They say they are protecting the customer (US) due to fraud where in fact they are holding onto legitimate business deposits for potential months on end with little to no customer service. Impossible to reach somebody. Then we the customer have to go back to our client and state the funds have been with held and we look like a poorly ran business. I dont understand how legally they get away with it.

Jodell56
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I'm the newest victim of this scam. Did anyone get this resolved? I've been on multiple chats and calls with support, always has to hand me off to someone else and no one is resolving the issue. How can this be a multiple-year issue?

Jen_D
Moderator

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Thanks for joining this thread ans sharing this concern with us, @Jodell56,

 

If there is a problem with the bank or the account has insufficient funds, your payroll service is put on hold for a maximum of 5 days to make sure the redebit goes through. Please note that if a stop payment is enabled for your bank, it  can cause further delays in resolving NSF holds.

 

Once the fund is settled, that is the only time our Finance Team will remove the hold status so you can resume payroll. If you haven't received any notification or updates, I recommend contacting our Support Team again for this.

 

They are the ones who have access to your payroll data and help lift the hold status for you. I know you already contacted them, however, we want to make sure your information is safe in this public forum. Disclosure of personal information related to account management and payroll is handled by our Customer Service Team for security reasons.

 

To learn more about this, see the following article: Resolve a non-sufficient funds (NSF) hold on your payroll service

 

To contact us, follow these steps below:

  1. Go to the (?) Help menu and click on Contact Us.
  2. Type the keyword Payroll Account Management and Billing in the What can we help you with? box.
  3. On the next screen, scroll down to the Choose a way to connect with us section.
  4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.

When using the messaging option, a small discussion box will open at the bottom right section of your monitor. An agent will be with you after filling in the information. See this:

 

Reach out to us during our operations hours. You will see it here: Support hours and type.

 

Provide you previous case number to help them track your previous ticket with us regarding this Direct Deposit Hold.

 

Let me know how the call goes, as I want to make sure this is taken care of for you. I'm also here if you need further help with anything in QuickBooks. Have a nice day!

Case1
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I shouldn't be having issues having a payment via card withheld from my bank account.

Pilgrim's Market paid me Monday the 12th

JasroV
QuickBooks Team

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

Greetings, @Case1.

 

I appreciate you for bringing this concern to us, as my colleagues shared above. There are several factors on why your funds are on hold. 

 

To learn more details about it, you can check these articles for reference:

To get around this, I recommend contacting your bank and verify the reason on why your account is placed on hold. You can also contact our Merchant Support team to investigate this further. There, they can look into your account and check the root cause of this issue. 

 

Additionally, here’s an article that you can use for your future guidance in case you’ll need to link a deposit to an invoice.

 

Let me know if there's anything else I can help you with. I’m just a post away from you. 

ALEX ROSS
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I am having the same issue at this very moment.  I have have three clients paid using the quick books payment option. It has been months and after summiting all the documents request by quick books, no one could help to release the funds.  We re now in January, 20201 and no one seems to know what is need to have the funds release. It is so unprofessional, and disgusting that they allow  their customers to go through such troubling waters to receive their funds. 

chelle611
Level 1

I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in Quickbooks to account for this. Why does QBO still say deposit on hold?

I have been dealing with the same issue all week!  They put my account on hold and they are withholding thousands of dollars that several of my customers paid for deposits on jobs that I can't start because they won't release the funds!  My customers can't access their money and I can't access it to start their jobs.  Every single day this week was wasted talking to these fools and getting a different answer from every single person I spoke too.  I was told it would be done in 2 days and today is day 4 and NOTHING has been done!  I have been lied to and jerked around all week by these people!  I could possibly lose a HUGE job for my company due this BS I have been dealing with!  They are a bunch of untrained, liars!  I can't wait til this is done so I can find a different company to process my credit cards.  Does anyone have any suggestions for me?

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