Your client is on the right track in verifying the accuracy of their Intuit profile and your bank, @worksatFI. I'm here to ensure they're able to move their payroll account to your bank.
Yes, your suggestion would make sense. It could be the phone number is stored incorrectly from their previous bank. With this, I'd recommend having your client to contact their support team. From there, they can confirm if the phone number is accurate or not. That way, they can update it in their system.
Once updated, have your client proceed with changing the bank account info in QuickBooks. If they're using the Desktop Payroll service, have them see Step 2 - 3 through this article: Changing Direct Deposit Bank Account. After that, they'll be able to send direct deposit paychecks to their employees using the new bank account.
Otherwise, have them go to the QuickBooks Online Payroll section through this link: Change Bank Account Info. Then, we'll verify your client's new account with a test transaction within 2-3 business days. They can call your bank or check their statement online to verify the less than a dollar amount. Once confirmed, they'll be able to create paychecks for their employees.
I'm always here to lend you a helping hand if you have other concerns. Enjoy the rest of your day, @worksatFI.
