Payroll limits support

EZVik · ‎February 06, 2020

I transferred my payroll to QB Payroll in December 2019. The payroll limits were set at the impossible low level of $2,500/week and I never asked for that. I submitted my first request to increase payroll limits on January, 17. On January 21st I submitted the requested documents - ID and bank statements. Never heard back. I submitted another request (35637) on January, 30th. I called on Feb 03 and spent almost two hours over the phone with a representative, who was able to push the request. So I, again, submitted the same documents (form+ID and the bank statements) now via the case center. And, again, never heard back.

It's been two requests, three days since the last one and no results.

The back end team cannot be reached and in the meantime, they never respond back. I can't pay my employees and contractors because of the limits. I'm well aware of the option paying by check but this is not why I chose QB Payroll. Please help me to solve this problem.

Kristine Mae · ‎February 06, 2020

We want your request approved as much as you do, EZVik.

We usually review the Direct Deposit increase request within 2 business days. Although, it will take more time if you've requested during a busy season (tax season). I'll share the reference on what to do if you hit a direct deposit limit for more information.

In the meantime, you can create a regular paycheck, and print it.

You can also get in touch with our payroll specialists to verify the status of your request. Here's how:

Click Help inside QuickBooks Online.
Select Contact Us.
Enter "Status of Direct Deposit increase request" in the description field, then click Let's talk.
Select either Start messaging or Get a callback.

We're just around to help you if you have other payroll concerns. Feel free to visit us anytime.

EZVik · ‎February 06, 2020

This is not helpful at all. My first request hadn't been reviewed within ten days! My second request has been pending for three business days.

Speaking or chatting with a representative is pointless as they always refer to "the back end team", the one that never responds back. Also, I wrote emails to [email address removed] - no replies.

I paid for using 24 hour Direct Deposit service and not for having someone tell me how to pay my employees with my own money. If this can't be used and you can't fix your customer support, then let's cancel the service and you return my money.

KlentB · ‎February 06, 2020

Hi there, EZVik.

I understand where you’re coming from, as what my colleague Kristine Mae mentioned, it will take more time if you've process your direct deposit limit increase request during a busy season.

Currently, we're receiving high volume of emails during business hours. Rest assured, we do our best to reply on the emails as soon as we can.

You'll be hearing from us soon. Your understanding and patience in this matter are greatly appreciated.

I'll be right here to help you have any other concerns or questions.

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Payroll limits support