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I work for a bank. I have a client trying to move her payroll to my bank and she says that after she enters the new routing and bank account number she is then prompted for some MFA where the system wants to call her. The problem is it gives her two choices of phone numbers to call her. One number is the business phone (and everyone is working remote) and the other number is her cell phone but it one digit is wrong so she cannot use that either.
She called QB support and they told her these numbers are pulling from the bank. I cannot find this wrong cell phone number ANYWHERE in our systems. Is it possibly wrong at the bank they are moving FROM?
What is the best way for her to get help? I have access to the FI portal but it does not support banks for payroll just bank feeds and connectivity.
Please help me help our client
Welcome to Community, @worksatFI.
Thank you for your detailed statement. This MFA might be from QuickBooks or from the Bank. You can check or update the number that is connected to the payroll account.
Here's how:
Also, you can try checking your Bank if the MFA is coming from them.
Let me know if you have additional questions. Post it here in Community.
She had already checked her Quick books/Intuit profile and it was correct.
She checked my bank and it is correct but I wonder if it is still looking at her soon to be past bank? Maybe it is wrong there. It would make sense since she has not successfully connected to our bank yet right?
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.
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