Unable to switch bank deposit accounts

Hello Cole - Heart of Dakota!

We don't want you to feel that way. I'm here to turn around your QuickBooks experience by helping you.

It seems that you're referring to the deposit bank account for QuickBooks Payments. If so, we can simply update it by logging in to your Merchant Service Center.

Follow these steps:

1. Go to https://merchantcenter.intuit.com and sign in.
2. From the Account menu, select Account Profile.
3. In the Deposit Account Information section, select Edit.
4. Fill out the New bank account section
5. Select an option from the Reason for this account change dropdown.
6. Tap Submit.

Also, I added this link to help you in recording and reviewing the transactions from QuickBooks Payments: Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop.

Lastly, check this article on how to get your money faster: Get instant deposits in QuickBooks Desktop.

Keep on posting here if you have additional questions. We are available 24/7.

Hello Alex!

Thank you for getting back to me; I appreciate it. Unfortunately, I've tried what you suggested. In my account profile, I can put in the new routing number and account number like you suggested. However, it then asks to send me a verification code to the phone number it has on file. The only number we have on file is a our company landline, which can't receive texts. It cannot receive voice calls for the code either, as Quickbooks' auto call system seems to have trouble calling that number. This is probably because we have a landing menu where incoming callers need to select an extension.

This being the case, I have tried to get my cell phone added to my merchant services account so I can be texted a verification code. Customer service directed me to submit driver's license + signed authorization forms three separate times. I did this each time exactly as they specified, but it never worked. The first time no one got back to me about it for a week. The next time, the customer service agent never did anything with my submission so I had to submit it again (this is what the next agent told me). The third time, I got this email from Quickbooks support:

"Dear Cole, Good day! We received your request form to update phone number for you to get verification code in order to updated bank account but upon checking your account , you need to open new merchant account due to no date of birth on file nor credit report. For further assistance please click the link below to request a web callback."

I followed the link and got a call with a lady who told me she couldn't help me as this wasn't her department. So, I reached out to chat to see if I could assistance there. The agent I talked to there told me that I should call 1-800-650-1119 for the Merchant Sales Team to get my account set up. Sadly, even though he assured me this was their direct line, the lady I talked to told me this wasn't her department and that she couldn't help me. She did go above and beyond trying to get help for me (she stayed on the line with me for over an hour trying to connect me with someone who could help) and finally got me to someone who could create a new account for me. That person stayed on the line with me for 5-10 minutes, had me answer some questions and fill a form out. He told me I would get an email in 1-2 business days for my new account. That was a month ago, and I still haven't gotten any email, either in my inbox or my junk mail.

As you can see, this has been an intensely-frustrating journey for me. I'd love it if there could be a way that we could simply have our bank account switched and my cell phone added to my account.

Hello there, Cole - Heart of Dakota.

Since our support team didn't reach out back to you regarding your case ticket, I suggest reaching out to them again to make a follow-up. This way, they can check on the case ticket and provide the necessary actions needed. 

They are open from Monday to Friday, in between 6 AM to 6 Pm Pacific Time. They can review the case notes saved by the previous representative who assisted you. They can also check the agreed call back and make sure this is taken care of. Here's an article where you can get their contact details: Contact Payments or Point of Sale Support.

Hello Catherine_B,

Thank-you for responding. However, I am fairly burnt out on calling back and following up with Quickbooks representatives over the phone. I've been doing that since late October and had no success. I've had multiple case numbers associated with this, and I have always passed the latest one on. The tough part is, since I have to talk to an entirely new person each time, I have to spend time explaining to them what the problem is and what I've tried. Then they have to read the case number and ask me all same follow up questions that the agent before him/her had to ask in the last phone call. If I only had to do this a few times, I'd understand. However, after 17 times over the course of two months (not to mention email, chat, and now forum correspondence) my optimism has faded significantly.

Really, unless you know someone personally who can solve this issue, the last thing I want to hear is that I should try calling to check on my case number again. I've spent so much time on the phone with random agents, only for them to either (A) tell me this isn't their department and give me a different number to call (this has been especially ironic when I've had two separate departments give me each other's numbers, saying the other one could help) (B) have me upload forms and tell me this would do the trick... but then never follow up. 

If there is someone here who actually knows how to add these things to my account without passing me off to someone else, I would sincerely appreciate it. I'm not trying to be rude; I just am weary of riding the "call someone else" merry go round. 

That being said, if there truly is no other alternative, I'll try giving support another call using the contact information you provided. I'll follow up here to let you know how it goes.

I just wanted to post here to update you after my latest call. Following the link provided a few replies up, I ended up talking to a wonderful customer service rep named Stephanie. She was very clear, courteous, and pointed me towards several articles that no one else had shown me. She even screen shared with me — something other agents had refused to do. However, we still were unable to link our new bank account for deposits in Merchant Services successfully. 

For the time being, I think I'm just going to leave it at that. We've tried everything we can and things still aren't working.