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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?

 
11 Comments
QuickBooks Team

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

 

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.

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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?

QuickBooks Team

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

QuickBooks Team

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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. 

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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. 

QuickBooks Team

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

Not applicable

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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?

 

Moderator

Re: I had a held deposit. I cleared up the issue. The deposit was made. Then I made a deposit in ...

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.

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