QB Payroll Fraud Department

Thanks for sharing your insights with us, @saadali,

I know how it can be frustrating to be held up like this when you just want to get your account updates be resolved.

Also, our Payroll Team will require supporting documents like government-issued ID's for account holds. This is one way of safeguarding your account, and to confirm the primary person is processing the changes.

Don't worry. Your information is safe with us. We value the security of every customer's data and commit to secure their information by employing advanced security tools, service monitoring, and adapting to security events. See this link to learn more about how we handle your data: How we use your Personal Data in Intuit?

Also, this community doesn't support account-related concerns for security, we would still recommend contacting our Live Support to check on the progress of the Direct Deposit hold status. 

To get our support, follow the steps below:

1. Access our sample company here.
2. Go to the Help menu in QuickBooks, then choose the Search tab.
3. At the bottom click on Contact us.
   
4. Enter the keyword Payroll, Account Management and Billing in the What can we help you with? box.
5. On the next screen, scroll down to How would you like to connect with us section.
6. Choose your preferred contact option.

Another option is to chat with an experts using the links below:

• QuickBooks Online Payroll
• QuickBooks Full Service Payroll
• QuickBooks Online Payroll Core
• QuickBooks Online Payroll Premium
• QuickBooks Online Payroll Elite

If you have other payroll preferences concerns in QuickBooks, please tag me anytime. I'm always right here to help you.

We ask for your patience while this is still unresolved. If you have other questions or concerns that needs immediate attention, please let me know in the comment below. I'll be more than happy to help. 

@Jen_D you'll have to review my message again. We can't login to our QB Account, it says, there was no account that exists with this email. How am I supposed to go to Help section in the first place if we can't even login to our Quickbooks Account in the first place 

Thank you for getting back to us and sharing your concern in such great detail, @saadali.

Since you're unable to login into your QuickBooks account, you can use our test-drive account to get in touch with our Live Support Team. This way, you'll be able to speak with our representatives and determine the progress of your direct deposit hold.

The test drive can be accessed through this link: QuickBooks Online Test-Drive. From there, you may follow the steps shared by my peer Jen_D above to reach them or click the links directly to chat with the support team. 

Also, you can recover your QuickBooks account, just sign in through an incognito window and access your account from there. If you're able to do so, go back to your regular browser and clear its cache. Close and reopen it after doing so. 

Alternatively, you can use another supported browser (see the Note section in the hyperlinked clear cache article). 

If you're still having issues logging in (or if you still can't find the correct account), you can recover the account. Go to https://c3.qbo.intuit.com/qbo3/login?webredir, then click the I forgot my user ID or Password link. Next, enter the phone number or email address associated with your subscription and proceed with Continue. For more details, see this article: Recover your account when you can't sign in.

I suggest visiting the All Online Payroll - NSF Holds article for more insights about the variety of hold types. It also contains some FAQs, such as why your payroll account is on hold.

Stay in touch if you have other questions. I'll be happy to assist you again. Keep safe always.

I'm having the same issue. 

I received an email on 10/14/2022 from QB needing to verify my company’s Identity, after 9 months. 've called 5 times, called the corporate office in CA, and it’s now 10/21/2022, and can't pay my employees. They sent me an email stating “they need a clear copy of a government ID”... The owner works in Construction, and it has a little bit of dirt on it. You can make out what's on the license. We've used the same ID to open a bank account, 2 merchant accounts and to start a business. I don't understand why QB is making this so difficult. I'm switching over today to another payroll system if this doesn't get cleared up today!

We've been clients for 15+ years of Assisted Payroll. 

After submitting Vendor Payments last week, the payments were canceled with NO EMAILS notifying us that they did not send the funds. So when vendors started calling, the nightmare began.  20 wire transfer fees to get out payments we thought we'd paid.

NOW we can't process payroll either.  NOTHING HAS CHANGED. 

After my 5th call due to never receiving the promised email updates, they finally told me that documents were required from my Principal.  Sent it in immediately.  Wait a day, they don't show receipt of them even though we got the "We are confirming the receipt of your email communication." email response from them.  

Now today they are telling me it takes 2 days for them to get to the documents and another 2-3 days to review them and then they'll let me know what else is required.   On average the agent said it takes A MONTH to resolve a hold on the account. 

A MONTH of wire transfer fees, inability to process payroll.  Now my W-2 information is at risk of being incorrect if they don't fix it before year-end and the W-2 printing deadline.

Talk about hanging a business out to dry with no options cause guess what trying to move to a diff payroll processor with this type of unresolved status isn't going to go smoothly either. 

15 years of loyalty. . . and we are shopping for new software and payroll providers ASAP as this lack of service and care of their decimation of our business is unacceptable. 

Hi there, @Jkeese.

Know that this is not the kind of service that we want you to experience and that our team wasn't able to come through to your urgent issue.

For now, our team received all the proper documentation to conduct the review and you will receive a determination in the next 24 hours, if not sooner.

In the meantime, we will send a formal complaint on your behalf to our Merchant Services department so that they are aware of what happened. They will reach out to you soon to talk more about your support experience.

If you need further assistance with payments and payroll, please reply to this post or you can post again in the Community. We'll be willing to help, Keep safe!