I have employees paychecks showing as having been deposited but they're not receiving the money. How can I resolve this?

Hi aimee970,

A deposited payroll may not be received on time if processed beyond the cut off time.

• When do I need to submit payroll to pay employees on time?

• How do federal holidays affect my direct deposit?

Receiving pay on time is really important, and we'll help you check to see what happened. However, only our phone and chat agents have the tools to do this. I would recommend contacting them on Monday from 6 AM to 6 PM, PT.

1. Click on Help and choose Talk to a human.
2. Search for something like direct deposit not received by employees.
3. Choose I still need a human.
4. Click on Contact Us.

You can always go back to this thread if you have more questions about your payroll.

This does not answer my question.  The payroll has run four times since September and not one deposit has gone through.

I appreciate you coming back with additional information, aimee970.

Let's try checking the status of the payroll you have sent, and verify that the employee was included in the payroll. I've outlined the instructions below.

If you're using Intuit Online Payroll:

1. Go to Setup.
2. In the Payroll and Services section, select Direct Deposit.
3. In the Employer Info section, the status will show as Active or Waiting for approval.

If you're using QuickBooks Online Payroll:

1. Go to Settings and select Payroll Settings.
2. Select Company under Bank Accounts.
3. Depending on the status, this is what will appear: Connected/Active, Pending, Waiting for verification and Failed.

For more information about checking your direct deposit status, check out this article: How to check your direct deposit setup status.

Here is also an article for tips on how to resolve common direct deposit issues: Fix direct deposit issues.

Once you verify the status, I recommend contacting our QuickBooks Payroll Team so we can conduct a direct deposit trace. This is to identify the reason why the direct deposit payroll that was created in September didn't go through.

Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

I'll be right here if you have further questions. Keep safe and have a good one.