Major Payroll Issue

REBroker123 · ‎February 18, 2023

My direct deposit reversal was denied last night stating they couldn’t find the transaction. WTH?

1. The account ending in 9325 that is currently in my employees file for direct deposit information is an account that no one in my company has ever used for payroll, it is not a company account and this account has appeared out of thin air. I see that the routing number is for a Green Dot bank. I understand that QB processes their payroll through this bank. This is not a legitimate account for my company or any employees or contractors. It appears my payroll payment is stuck at Green Dot Bank if it is even still there.

2. My contractor has never provided an account number ending in the digits 9325, nor was this account entered by anyone in my company.

3. Her previous payment on 1/10/2023 went through and there were no problems. Nothing was changed in the system since this payment.

4. The transaction on 1/10/2023 now shows the account number ending in 9325. This is not possible, and we can show you the deposit to the account ending in different numbers.

5. May contractor had a different account for the payments on 10/14/2022 and 12/14/2022, but mysteriously, the last 4 digits of the account those two deposits were made to are now showing as 9325 when the account those two deposits were made to ended in different numbesr.

6. As you can see, something is amiss and we have initiated nothing on our end to change the account information for this contractor. I believe QB sent the payment through Green Dot to process my contractors payment and it was never sent on to her bank. We need to find out who owns the account ending in 9325, how did this information get changed in the system and how are you going to get this payment for $7215 on to my contractor asap? Was our account compromised? Is there a glitch somewhere. Please help us resolve this asap.

7. I've called 4 times now and no one can help other than to send me to the payroll reversal request which was denied. Now we are past the 5 days for an ACH reversal period. How long is this going to take? How do you escalate things here other than to request a supervisor to call you back within 48 hours? As soon as this is resolved, we are going to use a new company for payroll.

markwilliam8506 · ‎October 06, 2023

Hey, @REBroker123

Fixing payroll issues in QuickBooks or any other payroll system can vary depending on the specific problem you're facing. Here are some general steps you can follow:

Identify the Issue: First, determine the exact nature of the payroll problem. This could include issues with employee records, tax calculations, direct deposits, or other payroll-related tasks.
Check for Updates: Ensure that your payroll software is up to date. Sometimes, software updates include bug fixes and improvements that can resolve common issues.
Review Employee Information: Verify that all employee information, such as tax with holdings, deductions, and pay rates, is accurate and up-to-date.
Check Payroll Settings: Review your payroll settings to make sure they are configured correctly. This includes tax settings, payment schedules, and pay types.
Run Payroll Reports: Generate payroll reports to identify any discrepancies or errors in your payroll calculations. This can help pinpoint the source of the problem.
Resolve Tax Issues: If you're encountering tax-related problems, double-check that all payroll taxes are calculated correctly and submitted on time.
Fix Direct Deposit Issues: If you use direct deposit, ensure that bank account information is accurate for employees and that there are sufficient funds available.
Contact Support: If you're unable to resolve the issue on your own, reach out to the payroll software's customer support or consult with a payroll specialist or accountant for assistance.
Backup Data: Before making any significant changes, back up your payroll data to avoid data loss.
Test Payroll: After making any necessary adjustments, test the payroll process with a small sample to ensure that the issue has been resolved.

Remember that payroll issues can vary greatly, so it's essential to diagnose the specific problem and take appropriate actions accordingly. If you're using a specific payroll software like QuickBooks Payroll, you may also refer to their official documentation or support resources for detailed troubleshooting steps.

AbegailS_ · ‎October 06, 2023

Hi there. I understand how crucial is your direct deposit concern. I want to redirect you to the best support group to address this immediately. Please note that this is a public forum, and we do not handle account-related concerns to protect our customer's data. Allow me to explain and help you regarding the unsuccessful direct deposit.

This happens when:

An employee's bank account information was entered incorrectly.
There's a problem with the employee's bank.
The pay date falls on a weekend or holiday.
The direct deposit payroll was submitted after the cutoff time which is 5 PM Pacific Standard Time.
When this happens, the payroll will be processed on the next banking day.

If your scenario drops for the first two reasons, the funds will be rejected and returned to the employer's account. This manner will take 2-3 business days after the pay date. Since your employees still haven't received the funds after the settlement date, please give us a chat or call so we can do a direct deposit trace.

Here's how to get our contact number:

Go to Help and enter Talk to a human.
Click on Talk to a human and enter Direct deposit trace.
Select I still need a human and click Get help from a human.

Then choose to start a Chat or get a Callback.

You can also refer to this article for the frequently asked questions about direct deposit.

I've added more references for more information, FAQs, and resolved direct deposit issues:

I'll help if you need anything else about employees' direct deposit. Thanks for dropping by.

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