Why won't the mobile deposit accept my check?

I'm here to ensure you can deposit your check using the mobile app @chris-pulitzerpl.

To successfully deposit your check, make sure you meet the criteria. All checks must be in your name, endorsed by you, and drawn on a bank account in the US or a US territory. 

For more insight, you may also review this link: Learn about mobile check deposit.

If the issue persists even after verifying every info of the check, I suggest contacting our support team again. They have the necessary tools to check your account and ensure you deposit your checks.

Here's how:

1. Log in to your QuickBooks Online company.
2. Click Help (?) at the top right.
3. Select or type Contact Us.
4. Input your concern, then click Let's talk.
5. Choose Start a chat with a support expert.

In addition to that, let me attach this article to guide you using mobile check deposits to deposit funds into QuickBooks Checking: Use mobile check deposit.

Fill me in if you have further questions about managing your mobile check deposit. I'll be around to help you. Keep safe!

Thank you for the reply.  I'm currently on hold with the third quickbooks representative today.  The first representative I spoke to, confirmed that my mobile deposit was declined, but was unable to give me a reason.  The solution he recommended was to deposit the check at a different bank.  I asked him to escalate my call to a supervisor, and the line went silent and he stopped responding to me.  This is entirely unacceptable.  I need to be able to deposit these funds so that I can pay my vendors.  None of the agents I've spoken to on the phone so far have given me any useful information.   Very dissatisfied with the merchant service support so far.  I would really like to be able to resolve my issue today.  

At this point I've made 5 separate phone calls to Intuit merchant services support and I have gotten no where in resolving my issue.  The last two calls I was disconnected after waiting for an extended period on hold (50 minutes and 20 minutes on hold respectively).  I'm unable to get an agent to escalate my issue after they are unable to resolve it.  Posting in this community sections hasn't yielded any positive results.  Someone just posts a link to an outdated set of instructions that don't match up with the current Quickbooks Online layout.   If i'm not able to get an issue resolved throughout the course of 5 phone calls to merchant services, what other recourse do I have?  How do I escalate my situation to a department that can actually provide assistance?  

Thanks for getting back, @chris-pulitzerpl.

Let me jump into this thread and provide you with further insights about the possible cause of the issue. 

The mobile check deposit feature is subjected to eligibility criteria. QuickBooks Cash and Money by QuickBooks doesn't accept treasury checks. This is why the deposit doesn't go through when using the mobile app.

All checks must be in your name, endorsed by you, and drawn on a bank account in the US or a US territory. If you meet these criteria, you can deposit the following types of checks:

• Business checks
• Personal checks

Here are the types of checks that don't accept:

• Non-demand deposit account (post no debits)
• Credit card check
• Line of credit, home equity, or a brokerage check
• Foreign checks (routing number not registered by the American Banking Association)
• Travelers checks
• Savings bonds
• US Treasury checks
• 3rd party checks (not payable to you)

I would also feel the same, especially when dealing with customer support multiple times. Giving you the right information would easily fix the problem and save time. 

I'll take note of this incident and submit it to the right department. That way, we can improve our quality of service. 

Right now, let's make sure to use proper checks that are fit to mobile check deposit requirements. This way, you can successfully deposit the funds. 

For more details, please check out the following articles:

• How to use mobile check deposit to deposit funds into QuickBooks Checking
• Learn more about mobile check deposit for QuickBooks Cash and Money by QuickBooks

Please get back to me if you need anything else. Our QuickBooks Team and other joiners in QuickBooks Community are always ready to help. Keep safe.

Thank you so much for the reply!  That insight is incredibly useful.  I noticed something else while investigating this issue and it pertains to one of the items you mentioned.  On the invoice that I receive every month from Intuit for my QBO subscription fee, where it says "Bill to", instead of having my company name, it says "no company name" but still lists the correct address.  So if the check deposit system is attempting to verify the pay to name on the check against the name on my merchant file, and the system isn't seeing a name, it could potentially reject it for that reason too.  When I pull up the company info under account settings, it shows the correct name of my business.  But the invoice I receive from intuit says "no company name" and it makes me wonder if I"ll continue to have problems.  You have given the most useful answer so far to my problem, so perhaps you may be able to help me a little further?

Thanks for getting back with the Community, chris-pulitzerpl.
 

I appreciate your image. I've reviewed it and would recommend making sure your legal business name is accurate in QuickBooks Online, since it's for a Simple Start subscription.
 

Here's how:

1. In QuickBooks Online, use the Gear (⚙️) icon.
2. On your Company screen, find the Company name section and click its Pencil (✏️) icon.
3. Confirm your Company name field has the correct title.
4. If changes were made, select Save.

In the event your QuickBooks Online business information's correct, I'd recommend double-checking the QuickBooks Payments account details as well:
Sign in to your Merchant Service Center.

1. In the top blue menu bar, go to Account, then Account Profile.
2. Access your Account Holder/Business Information section and hit Edit.
3. Confirm the business name is correct. If it isn't, update it, then select Submit.

If your business info in both accounts all appears to be correct, but mobile deposits still aren't accepting the checks, I'd recommend continuing to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary. 

Please feel welcome to send a reply if there's any additional questions. Have a lovely day!

Again, thank you for the reply!  I have verified in both places that the business name is correct.  I will make another call to merchant services, but if I continue to be placed on old, only to be disconnected, who do I reach out to next?  From 9:30am till 1:30pm yesterday I was on 5 different calls with merchant services and could not get an answer regarding my issues, and ultimately wasted 4 hours of my time.  As I mentioned, the last two calls in to merchant services yesterday were regarding the issue with "no company name" appearing on my invoices from Intuit.  Both of those calls were disconnected while on an extended hold, so I'm hesitant to take that approach again.  Is there a different phone number available that goes directly to a call center for escalated issues?  

Thank you for getting back to the thread. @chris-pulitzerpl. I understand the urgency of getting this issue resolved. I can help you contact our support team again.

You can contact our support team again and make sure to use the existing open ticket you have from the previous calls, so you won't be able to go back from scratch.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Go to Help.
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.
   

Here's a quick guide for more details: Support hours and types.

For additional information about recording a mobile deposit, you can refer to this article: Add a bank deposit in QuickBooks Online mobile.

Let me know if you need any further assistance with bank deposits. I'll be around to help. Take care!

I'm glad I'm not alone. Chrony QBO agents just copy/pasting the same unhelpful information meanwhile the customer can't conduct business because of Intuit's manipulation and horrible design.

I actually have 5 banking relationships with different banks simply to perform mobile check deposit.

QBO doesn't actually do the deposit part, a super large, AI automated company does it, and when things are rejected, no one will ever know why because it's all written in code that doesn't return information.

QBO, and every other company that outsources mobile check deposit are phony.

LOL!!! Exactly! I'm going through the same thing. "Maybe you should deposit your check in another bank." What a great business model they have. LOL!!  I'm trying to deposit checks that I deposit once per month. "something went wrong" is the message I get. They call me right away with no help.

I'm done with this crap.

Even worse. I followed their advice and deposited into another account. Then I went to try and transfer money into my Quickbooks checking account. And guess what else is broken!  I am unable to connect an external bank account to my Quickbooks checking account. And there are no answers in this community, and the chat doesn't work to give any answers on how to solve.  So, basically Quickbooks is trying to push people away from using their checking account, becuase it actually does not work well for businesses that need to transfer money between accounts, or happen to have customers that still prefer to pay for products/services via physical check.

We hear you, Santa. We understand how it feels to follow the steps provided, but weren't able to fix it. Let us direct you to the best help possible.

Currently, there are no existing investigations about being unable to connect an external bank account to the Quickbooks checking account. 

With this in mind, we recommend reaching Merchant Services. They have the complete set of resources to pull up your account in a safe environment and look for the root cause of it.

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Select or type Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Start a chat with a support expert.

You can also use this article to learn more about QB Checking: QuickBooks Checking FAQ.

Please come back here if you have additional questions. We'll be happy to lend a hand. Keep safe.

The problem with connecting a bank account is secondary to the primary issue on this thread (and many other threads about the same topic) which is about mobile deposit. And I will attempt again during the times Merchant Services is open to try to resolve that part.
But this thread is about mobile deposit issues (and it has lingered for a VERY long time with no end in sight for root causing the issue and fixing it). I did call Merchant services and spent an hour on the phone with them and got nowhere. They offered nothing. They blamed it all on the check, or how I endorsed it, etc. When asked for them to escalate, she said there is no escalation path and that if she can't figure out what was wrong (assuming it was something on my end and not a Quickbooks issue) then there is nobody above her to escalate to that could troubleshoot and identify the root cause. That is when she just said that I should deposit into another bank account which is a ridiculous answer. Oh, and BTW it immediately got accepted into my personal checking account. Not all small companies have, or should require, multiple bank accounts at multiple institutions to do this.

Fix the issue with mobile check deposit, and my secondary issue also goes away. I shouldn't have ever needed to connect an external account because mobile check deposit should work.

Now to get to your point about seeking help. When clicking to chat with an expert, you don't actually get to talk to an expert right away, if ever. The AI chat bot that is used never understands the question asked and always provides an answer completely opposite of what is asked (based solely on keywords from what I can tell and not the context of the entire sentence), and refuses to quit trying to be helpful when it is not. Yesterday, I had to ask the same question 5-6 times different ways and once I got frustrated it then took another 8 messages in different ways asking to talk to a real person before it conceded, but then let me know that the "help channels are currently closed." When I first tried to get help on the mobile checking, it took me 15 minutes of working through the AI chat bot before it conceded that I should talk to a person and offered me a call when the next rep was available.

If the QuickBooks team has people (like you @Bryan_M) that can monitor this forum and respond on the weekends, why can't there be live people available to respond to help requests on the weekends too?