Holding my funds for deposit

Hi Jackie,

I know that a business needs money to run, therefore receiving payments faster is really important. However, there are instances where we hold payments if we notice something unexpected in them. We do this to protect you from fraud and make sure your customer is safe as well.

Normally, you'll receive an email about this, and you'll get feedback in 2 business days after you respond. If it's taking longer than that, please contact our QuickBooks Payments team for further assistance.

Please don't hesitate to go back to this thread if you have questions about receiving customer's payments.

same thing happened to me first 2 payments put on hold sent all documents they asked for even chatted online with customer service about it and explained I make customers put deposits down for services and told them i just had another payment made today asked if that would be put on hold and was told no!!! then guess what next day got email those funds are on hold as well so not only are you taking fees but holding us back in the process,  absolutly pointless and flat dumb if im paying a fee it better be to deposit my funds in a timely manner not lock them down.  I am going back to just taking payments on the phone using my clover.  I guess this is what i get for trying to save time by allowing customers to just click pay and i could continue about my daily work load.

Thank you for taking the time to share your feedback here in the Community, @jdhamindianaman.

Allow me to share some information on why funds are placed on hold.

When something unexpected occurs in your transaction, a hold may be placed on the funds. Below 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 Intuit. 

I understand that these funds are important for running your business. What I can recommend is contacting our support team. They have the proper tools to pull up your account and find the root cause of this issue. You can use the link given by my colleague JessT to reach them.

Please also know that the credit card deposit takes 1-2 business days to reach your bank, while bank transfers (ACH) can take 2-7 business days. You may refer to this article to understand more about hold funds: Understanding Payment Holds.

Keep me posted if you have follow-up concerns about QBO. I'd be happy to help you more. Keep safe.

yes, Quickbooks is horrible.  As soon as I get my deposit money, if I get my deposit money I am switching to a different accounting software.  I have been jacking with their chat system for over 9 days trying to get my deposit funds.  Once you think it is resolved and they are going to release it they magically come up with more questions or information they need.  I just hope and pray that I do indeed wind up getting MY money they have stolen from me.  Then I am done with them......

Going on 2 weeks for me and they are still holding my money hostage.  Finally got to speak to someone and of course another liar, he told me my funds would transfer last night.....still on hold

I am experiencing a similar issue that started today. Did you ever get this resolved? We have been processing payments with them for about 2 months now issue free.  Then we got the dreaded HOLD email.  

Hi there, JM814.

I understand that you really want the funds to be released. 

As mentioned in this thread, there are reasons why the money is being held. This is to protect all parties involved in the payment process. Refer to the merchant service agreement for more details.

The email you received includes the detailed steps on how to fix this. Please follow the instruction in order for our team to complete the review. It usually takes 2 business days once all of the requested information has been provided.

Click this link for more information: Understanding Payment Holds.

I'll be here if you need anything else. Wishing you all the best!

Good evening AlexV, and thank you for your prompt response. I have read all of the articles provided by you earlier. Sadly the email that came did not have instructions and I did not miss any calls from Quickbooks or anyone so both of those that were noted in the article did not happen. I will try and reach out to support in the AM and see if there is something needed from me. Sadly I have halted my Ad campaigns.  This is a bad time, we were looking towards the increased sales with this Holiday Week and have been working hard on promotions etc.  Now like I said I am terrified that each transaction that is taking place with be a fee that I owe and a refund that I have to process, or funds held and product shipped to the customer.  After reading all the horror stories in these forums I am not going to lie that I am not concerned and scared that this could possibly take weeks.

I am having the same issue my funds of 40k have been on hold for 5 weeks now. Quickbooks is an absolute joke. They lie and I do not recommend anyone using there service you will be highly disappointed. They have caused me to take out loans to keep my business running. Seriously don’t use there service! Every time I speak with them they tell me 1-2 business days. Myself and my accountant have spoke with them over 10 times now and nothing changes. 

I've spent almost 20 hours trying to get someone to help me.  I've already done the steps listed below.  Every time I "talk to a person" they end up putting me on hold to connect me to someone else and they hang up on me.  I believe the person "Joe" that helped me this morning for 45 mins, just couldn't come up with any more ideas on how to find out why my funds were being withheld.  It's a huge scam for Quickbooks to hold peoples money and make a ton of money off of the interest while holding it.  They're withholding $22,0000 of my money.  Think of how much money they're making off of holding on to everyone's money...... They're making a killing and they're a big company so they don't have to care about us as a small business.  We're too small to fight back.  It's a sad reality that Quickbooks is out to screw the small people.  Everyone, please be warned to not let Quickbooks charge you $20 a month, plus all their other fees and then let them hold on to any of your money.  There are a ton of other services out there.  This was an extremely large mistake on my part, and I may have to close my business now, because I can't afford payroll.   

Same here! 12 days later and three 30 minute phone calls! They didn't mind taking their $ 550.00 cut immediately and then hold my funds for over 12 days! What a bunch of Crap! unchecking the credit card payment on all my invoices from now on.

This is pure BS. They have been holding a deposit since April. Asking the most ridiculous questions and still not releasing the money.  I'm in the process of find a lawyer at this point. I'm done with their BS

My company is going through the same problem and I pay to have a QB Live Bookkeeper.  

They say they have 2 business days to respond to a random request they are asking from us.  ( They say this is according to our agreement)   And the end of the 2nd day, just before closing at 7pm they say they need more irrelevant information and again they have 2 business days to respond.  They have no way of connecting me to the "reviewer".  Today I was told that when one person does the review and they need more info it gets passed up to a higher person for further review.

I was told there is no way to talk to this person, they act like it's the Wizard of Oz, "no one talks to the wizard".

No small company can afford this and the time it's taking to resolve, if there is an issue someone should get on the phone immediately!  This is my first big sale since Covid started and now I'm still unable to work without this money, and all they say is 2 business days.

I asked if the money could be returned to my customer and was told that would take 9 days, however another representative said 2 days (not sure who to believe, they all lie) It seems like my best bet at this point although embarrassing to me and an inconvenience to my client.  

Shame on anybody working for this company and giving these answers to small businesses that need their money.

This is clearly a scam by QB to keep these fund in their own accounts as long as possible.   

Class action anybody?

I hear you on this, Downtown NYC.

It is important to have the right expectations on when the funds will be available to your bank account. 

When funds are on hold, we will request some information from you. Once the details are provided, the review is typically completed within 2 business days. 

On the other hand, if you void a transaction prior to batching, the credit card may be placed on hold for around 7-10 days (or up to 30 days, depending on the cardholder's issuing bank policies).

I've got this article for more details: Understanding Payment Holds.

I know you've already contacted our support about this situation, and I recommend giving it another try. The Community is a live forum that all users can use and chime in on. Therefore, we're unable to review your account here. 

To reach out to our Merchant Service Team, you can click on the Chat with us link in this article: Contact Payments or Point of Sale Support.

If you have any other questions, feel free to post here anytime. Take care and stay safe!

What I need is a call form the reviewer, it's real simple.

I've heard all the rhetoric you are spewing for a week now, I need the person reviewing this to call me.  You should be ashamed of yourself for sending out these automated responses when my company has sent workers home because we can't access OUR money. Shame on you!

May I know if this has been already resolved? We're having the same issues.

Good day,  Jonna-PR.

I'd like to ensure you'll be able to identify why your funds are on hold.

While processing the payments, we held your deposit if we suspect something unexpected in it. We occasionally review unexpected transactions to help protect you and your customers from any fraudulent activities.

This is why we won’t deposit the money from the specified transactions until we complete our review. After we get all the information from you, we generally complete the review within 2 business days.

For more info, please visit these articles:

• Why are my funds on hold?

• Intuit payments Merchant agreement

Also, to learn when QuickBooks deposits customer payments into your bank account when using QuickBooks Payments, please see this link: Find out when QuickBooks Payments deposits customer payments. 

Please let me know how else I can help you with your payments and other transactions. I'm always here to help. Have a good one!

Customer's deposit are being in review but I have not received an email for the specific instructions on what to do.

How about, Customer's deposit in review but I haven't got any email for next steps. This is really confusing!

I asked to have the money returned to my client. It’s been 2 weeks now since the cash transfer was made and I still haven’t gotten my money 

I asked fir the funds to be returned to my client. 2 weeks later and I’m still not paid 

I can impart additional details on how to handle your customer deposit, @Jonna-PR.

You'll want to go to the For review tab and review the transactions from there. This way, you can ensure your downloaded transactions matches the record in your QuickBooks Online (QBO). I'd be glad to guide you how.

1. Go to the Banking or Transactions menu.
2. Select the tile for the account you want to review.
3. Click the For Review tab to start your review.
4. From there, you'll have the option to Match, Add, or View multiple matches.

You can also utilize this article for the complete details: Categorize and match online bank transactions in QuickBooks Online.

If you're referring to the email sent from QuickBooks Payment, you can refer to the steps outlined in this article on how to get around the issue: Unable to receive Intuit email.

In regards to your client's funds, @Downtown NYC. I propose contacting our Merchant support team.

I understand you've already contacted them, however, it would be best to reach out to them again. They have the proper tools to securely look into your account and check the status of the funds. You'll want to ensure to check their Support hours to know their availability.

Furthermore, I've added these resources for reference. These can guide you through the steps on how to link a deposit to an invoice and reconcile your accounts seamlessly: 

• How to link a deposit to an invoice
• Reconcile an account in QuickBooks Online

Fill me in if you have further questions about customer payments or anything else about QBO. I'm always around if you need any help. 

I was just responding to @Jonna-PR   Asked if my issue had been resolved and I said I am still without funds.

Thank you for your input tho.

No, these are for Quickbooks Payments transaction, there are 3 deposits "in review". There was a note saying "Check your email for more details" but I checked the email and haven't got any email for instructions.