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CRM21
Level 1

DIRECT DEPOSIT ERRORS

CPA Firm doing payroll for a multitude of customers.  Several customers have DD ..  no problems at all. Trying to sign a client up for DD and all of a sudden major issues!  Spent 3.5 hours on the phone with support yesterday and my issues are still not solved!

 

Requirements of submitting all business contact info, the principal officer info and the bank account...which had to be done manually, because as an agent, we don't want online access to a clients bank account; however, in this circumstance our client does NOT use online banking.  Therefore the banking information can not be done 'live'  The manual entry of the bank account, routing number, etc., has been filled out, and the system says it will take about 5 minutes.  My system has been spinning around and around and around for 35 minutes so far, and nothing is being done.  If I X out the screen, it won't save the info (as I found out yesterday).

So here I sit, investing time I don't have to try to tackle a SIMPLE project of setting up DD.  Why did QuickBooks make it almost impossible all of a sudden?  Anyone have ANY ideas on how to get this activated?  Thank you!!

7 Comments
ShiellaGraceA
QuickBooks Team

DIRECT DEPOSIT ERRORS

Thanks for coming in to Community today, @CRM21.

 

I have some information about activating direct deposit. To activate and connect direct deposit account, you'll need to have a strong and stable internet connection. You'll want to try activating again during less network traffic. This way, you're able to activate faster.

 

You might also want to try the following lists below to stabilize your connection. 

 

  • Move closer to your router.
  • Check your internet speed and bandwidth.
  • Close other application programs and websites.
  • Restart your router.

Check out this handy article for more information about setting up direct deposit.

 

Please give us a call if you're still unable to connect. Here's how to reach out:

 

  1. In your QuickBooks, go to the Help menu at the top and then select QuickBooks Desktop Help.
  2. Scroll down and tap the Contact us link.
  3. Enter a brief description of your case, then hit Search.
  4. Choose Get Phone Number.

Additionally, here's a link that covers all tasks you can do when using the payroll feature.

 

If you still have questions or concerns with payroll, please let me know. I'm more than happy to answer them for you. Take care and have a wonderful day ahead.

CRM21
Level 1

DIRECT DEPOSIT ERRORS

Thank you.  But that is NOT the problem that I am experiencing.  Our internet is quite fast.  The problem is that the DD activation is asking all sorts of personal questions about our client.  Our client does NOT have online banking, therefore, I am manually updating the DD banking information.  This should NOT take as long as it has been trying.  I put aside all my other work and let the DD spin around and around and around for 2.5 hours.  I got so disgusted with it that I finally closed it out.  I have tried this at various times during the early morning hours, during the day, as well as late into the evening.  I can assure you that our internet is NOT the problem.  The problem is that all of a sudden QB is making demands on the 'agents' to tap into their clients personal information and that is not how DD is supposed to work.  The route that the DD used before was simple and not a problem at all.  Now, all of a sudden, it's a huge issue.  So putting any internet speeds behind me, there is NO plausible reason or solution to fix this in a timely fashion.  As of now, I have chalked up more than 15 hours of trying to do this.  In my world where billable time is how I survive, this was a total and complete was of 15 hours.

CRM21
Level 1

DIRECT DEPOSIT ERRORS

No solution.  The router and/or internet IS NOT THE ISSUE!  It's a QuickBooks issue!

MaryJoyD
QuickBooks Team

DIRECT DEPOSIT ERRORS

This is not the kind of experience that we want you to have @CRM21.

 

Thank you for that additional information. To continue isolating the issue you're having and help you resolve it, I suggest reaching back to our Customer Support team. Their tools can get into your account in a secure environment and double-check the error you're having.  

 

You can follow the steps below on how to reach them:

  1. From your QuickBooks Desktop account, click the Help menu at the top.  
  2. Click the QuickBooks Desktop Help menu and select QuickBooks Desktop Help.
  3. Provide some information about this concern on the search box.
  4. Click the Contact Us link at the bottom of the window. 
  5. You'll now be provided with a few support options.  
  6. Select Get a call to arrange a callback from a support agent. Or Start a chat to chat with them directly.  

Here's the contact QuickBooks Desktop support article for more information about this.

 

Here’s more information on how to fix issues with direct deposit in QuickBooks: Fix direct deposit issues

 

If there’s anything else I can help you within the meantime, please let me know. I’m here to help! Take care and have a great rest of the day!

Accountant95
Level 2

DIRECT DEPOSIT ERRORS

I am having the same issue with trying to set up 2 direct deposit payrolls.  After being on phone with support for over and hour still no resolution.  This have been going on for almost 2 weeks.  When will it be resolved?  I will need to look at other software companies for direct deposit and move my 100+ clients with me if this isn't resolved.  Please advise 

AlexV
QuickBooks Team

DIRECT DEPOSIT ERRORS

Hi Accountant95!

 

I understand that you need to fix the direct deposit issue you encountered in order to set it up successfully. I still suggest reaching out again to our Payroll Experts to see if there's an update since you already reported this. Also, they can create a ticket so our engineers can investigate it, if necessary.

  1. Go to the Help menu and select QuickBooks Desktop Help.
  2. Select Contact Us on the pop-up.
  3. Enter your "Direct Deposit Setup", then  Continue.
  4. Choose a way to connect with us:
    • Start messaging
    • Get a callback

I've added some articles for more info about Direct Deposit payroll in QuickBooks Desktop:

Post again here if you have other concerns. We'll respond as soon as we can.

Accountant95
Level 2

DIRECT DEPOSIT ERRORS

I have spoken with Support and they created a ticket on Monday however the issue is not resolved.  They claim it is a software wide issue however a new client was able to be set up direct deposit so it is not a software wide issue.  I must get the 2 payrolls set up direct deposit ASAP they have been waiting over 2 weeks now but continue to receive error something's not right please try again later and it should work.  After trying dozens of times it still doesn't work.  

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