Can't activate Direct Deposit on Desktop Pro

NikiPatt · ‎March 30, 2021

I am trying to correct an issue in QB Pro Desktop that prevents me from activating Direct Deposit for a client. The issue seems fairly clear to me but I can't get anyone at QB to understand it. This client has Desktop Pro and Enhanced Payroll. The desktop program itself has an email ID. However, about 7 years ago after a series of issues QB decided to assign a different user ID (not email) for the payroll portion - separate from the email address. Now that I have been trying to activate Direct Deposit for almost a year. Direct Deposit wants an email address -- will not accept a user ID - and will not let me go forward. I'm not sure but I think if you could just assign an email to this clients payroll or merge the email and user ID I think that would do it. In numerous attempts to solve this, I have been on the phone in several phone calls and on hold for hours, cut off, been escalated, sent back to the bottom of the line, called back at the wrong number, told that even though this was escalated they would not escalate it without going thru an hour of basic steps already done. If this isn't solved soon I will simply outsource this client's payroll altogether. Last like many bookkeepers I am a sub-con for this client - I go in every couple of weeks to do PR -- and so will NOT be at their office when you call but at a number that is associated with PR. I have said this every time but QB ignores. Can anybody advanced enough on QB Desktop Pro please help? Also -- note to whoever is reading this: I have been working with QB Pro since it came out in 1998 -- no beginner answers please. Thanks.

katherinejoyceO · ‎March 30, 2021

Hello there, @NikiPatt.

I understand the need to activate a direct deposit for your client. Please know that when setting up a direct deposit, you'll need to select the following after clicking the Get Started button:

Select I’m the admin, and I’m the primary person who can… and enter the admin’s email address or user ID.
Select Continue.
Enter the email or user ID and password for your Intuit Account, then select Sign In. If you do not have an Intuit Account, select the Create an account link. Note: If you’ve already signed into your Intuit Account somewhere else in QuickBooks you won’t see this screen.
Select Get Started.

For more insights, you can check out this article for a thorough guide: Set up your company payroll for direct deposit.

For future reference, read through this article to know more about dealing with some direct deposit problems: Handle a direct deposit paycheck that was not received by an employee. It also includes answers to some of the direct deposits frequently asked questions.

Feel free to get back if you have additional concerns about activating direct deposit. I'm always around to help in any way I can.

NikiPatt · ‎March 30, 2021

Did you see above where I said I'd been using QB since 1998? I'm not a newbie. I can't even get to the Get Started. When I click "Activate Direct Deposit" under Pay Employees it returns "Error Code 40001. Contact our support team." Which I have done several times. And what happens is everything else I've reported above. It will not accept the user ID assigned to the payroll account to activate direct deposit -- it wants an email address. That email address does not go with the payroll but with the overall QB account. Anyway to merge the two? Then I might have a chance.

Ryan_M · ‎March 30, 2021

Hi @NikiPatt,

The user ID or email address that's requested on your end is for an Intuit Account. The user ID you use to log in to your company file may be different compared to your Intuit Account.

I'll share this article with you for your reference: Set up your company payroll for direct deposit.

If you need further assistance with this process, then I suggest you contact our Technical Support for further assistance. I understand that you've already contacted them before, but it's our Technical Support team who can assist you with the activation process of direct deposit in your QuickBooks Desktop (QBDT) company.

Tap the Reply button and leave a post below if you have other concerns with the activation process of direct deposit in QBDT. I'll be sure to get back to you.

NikiPatt · ‎March 30, 2021

I already have contacted Technical Support -- 3 times. With 5 hours on the phone total. The call has been escalated twice -- with QB twice failing to connect the escalate. Are you telling me I need to start at the bottom of this process again? And work another however many hours to correct QB's inability to respond?

The issue seems clear -- the Error Code is 40001. Every time I try to activate direct deposit QB wants an email address. Not a user ID. A user ID will not allow me to enter the direct deposit process. Is there anyway to change the user ID for this client's payroll to an email address? Just tell me that and I'll start the process.

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Can't activate Direct Deposit on Desktop Pro