Payroll account placed on hold

Hello there, KatiesBliss,

We would want you to resolve this matter as soon as possible. However, for our Tier 2 team to verify your account, we'll need you to complete the risk assessment form. The bank will be able to fill the form out for you. You can check with another banker to help you out with this.

As for the subscription error, you can update the card on file. You'll want to contact our QuickBooks support about the charges you're getting so we can check it in our system.

1. Click the Gear icon, then select Account and Settings.
2. Select Billing Subscription.
3. To update your payment info, select Edit then enter the details.

Here's an article on how to resolve payroll hold: Resolve a non-sufficient funds (NSF) hold on your payroll service. It contains possible reasons why the account is placed on hold. The detailed steps on how to go on about resolving the hold are also included.

We look forward to you to run your payroll successfully. Let me know if you have other questions.

I've tried two banks, and made a new business account just to try for a second time with Quickbooks. Both of my banks say they will not fill out a third party form. I said this in my original message above. Was this confusing?

I appreciate the clarification, @KatiesBliss.

We’ll have to look into your account and further investigate this. I understand you’ve contacted our Support team, but, it would be best to get in touch with them as they have the tools to check your account securely.

There, they can verify and provide additional information as to why your payroll account is on hold. To reach out to them, you can follow these steps below.

1. Go to the (?) Help icon.
2. Click Contact Us.
3. Enter a brief discussion of your concern and click Let’s talk.
4. Then choose to Get a call, Check availability (for scheduled callback) or Start a chat (if you preferred chat). 

Let me also add this article that can walk you through the steps in running payroll in QuickBooks Online (QBO): Process or run payroll.

You’re always welcome to post a reply anytime you have other concerns about your QBO account. I’m only a few post away from you.

I face exactly same issue as you faced.  I firmly believe that there should be a lot of people face the same issue.  Quickbooks is so bad in resolving the issue.  I have spoken many many agents and exchanged emails a lot.  But, they have never resolved the issue.  Btw, did you resolve the issue you had?  As a group of consumers, we should raise this issue publcly.

I am currently facing this issue right now, literally on the phone with Quickbooks Canada. I've been going back and forth for OVER two months trying to resolve this issue with absolutely no success. Did you get your issue resolved? I am trying to speak to the risk department but it seems impossible to speak to anyone via phone, email, anything....

Hello there, August_Ashley.

I appreciate you for letting us know about your experience with the support. This is something Intuit doesn't want you to come across in your future interactions.

Our support may be experiencing a high call volumes. Please try it another time. Also, the availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.
 

To help you with the future task and tips when using QBO, you might want to visit our Help Articles.

The Community is always open if you have other questions. I'll be around to help. Wishing you a great day ahead!

Hi Charles, 

Thanks for reaching out but this has nothing to do with high call volumes. I am speaking to at minimum 5 representatives each week and they cannot assist me because they can't do anything on their end or it has to be handling by the risk department - however there is no way to contact them directly. 

This issue cannot be handled by an article. I need to speak to someone directly but no one will call me back or email me (which they say someone will in 24hrs, which they don't)

Did you ever get this resolved?  I have been trying for 5 months and have a binder full of chat conversations.  This does not count the countless phone calls.  Is there really a risk management team?  I don't think so.  I have never had them call me back.  I'm thinking of ending my 20 year relationship with QuickBooks.

This isn't the experience we want you to have, Friedens. Let me connect you to the appropriate team to help you get this resolved.

We recognize and deeply appreciate your patience and loyalty to QuickBooks for the past 20 years, and the significant time and effort you've invested in resolving this issue, Friedens.

Since this matter has been ongoing for quite some time and the Support team has not yet called you back, I recommend contacting them directly once more. I suggest asking them for an update on your case and explaining the attempts you have made to get a callback from the Risk Management team.

1. Go to Help (?).
2. Click on Search, then Contact Us.
3. Choose a topic, and select Have us call you to save your spot in line. We will call you back to connect with us.

You can also reach us directly by clicking on this link and calling the number provided in the article: Contact Payroll Support.

For QuickBooks Online Payroll Core, support is available Monday to Friday from 6:00 AM to 6:00 PM PT, while for QuickBooks Online Payroll Premium and Elite, support is available anytime, any day.

Let me also add this article that can walk you through the steps in running payroll in QuickBooks Online (QBO): Process or run payroll.

You can always click the Reply button if you have further questions about managing your payroll account in QuickBooks. I will always be here as well as the Community folks to help. Take care.

Has anyone got their issue resolved?  I am in the same situation where I have been emailing and speaking with payroll "experts" for weeks and no one can do anything for me.  I firmly believe there is no risk department since there is no phone number and no one in that department can be spoken to. I am extremely disappointed in the lack of knowledge and willing to help a customer. 

Yes, we got our problem fixed after 8 months. You are correct; there is no risk management. Try calling payroll support and make sure you get the customer service center in the Philippines. Afternoons are best. I had two support people who were wonderful and finally fixed it. If you get support in India, hang up. 

Thank you, I'll try and see what I can do.

@FriedensChurch  "Try calling payroll support and make sure you get the customer service center in the Philippines."

Can confirm; the customer service representative from this region was much more helpful than the usual.