Unable to update Bank account in payroll settings

Hello there, @WSpit99.

This isn't the experience we want you to have. Let me make it up to you by ensuring you get the best help available to get this sorted out immediately.

To address this issue immediately, I suggest reaching out to our Customer Care Support Team, as personal information is required to access your account. They can perform a screen-sharing session to investigate further this issue about updating your bank account in the payroll settings.

Check out this article to check their available hours: Contact Payroll Support.

To learn more about managing your accounting settings to map your payroll transactions, you'll want to visit these resources for your reference:

• Change your accounting preferences in QuickBooks Online Payroll
• Export your payroll data into QuickBooks

I'm always around to lend a hand if you need more help with payroll-related tasks or anything else related to QuickBooks. Take care always.

Customer Care Team has so far been unable to help (I'm not calling every day to see if the Case can be resolved). Sending me links "about managing your accounting settings to map your payroll transactions" doesn't address the issue - not being able to change payroll bank account.

Hi WSpit99,

I appreciate your feedback regarding your experience with our Phone team. I understand that needing to call them every day is not an ideal situation, and I share your expectation that issues should be resolved promptly. Your input is valuable, and we are committed to improving your experience moving forward.

If you've called yesterday or a few days again, I would like to ask for your patience to waif for an update from our Phone team. You should hear from them in the next couple of days. However, please contact them again if you won't anything from them yet.

I am having the same issue, and it has been going on since April.  I called and they have no clue whatsoever.

At least there is now a drop down when doing payroll to choose which bank account to use. But then again, I have to remember to do it and sometimes I make that mistake and have to delete the payroll and do it all over again.  We are also set up for QB to auto file our federal payroll tax and it takes it out of the correct bank account but records it in the wrong bank account. I then have to do journal entries in each bank account to fix this issue every single week.  So annoying and time consuming.

Same here. I updated everything and it's been stuck on the QuickBooks end for months on end.

Thanks for joining this conversation, jack2008.

I'm here to help fix the issue you're having when trying to update your bank account for payroll in QuickBooks Online (QBO).

To address the part where the federal payroll taxes are being recorded in the wrong bank account, you can make the changes in the Payroll Preferences. QBO Payroll has a feature that automatically generates accounts to track your payroll liabilities and expenses. However, if you would like to record them in a different register or account, you have the option to add a new one to your Chart of Accounts.

You can refer to this article for the detailed steps on how to do it: Change your accounting preferences in QuickBooks Online Payroll.

Furthermore, considering that you have opted for the auto-file payroll (full service) feature, there should not be any outstanding tax payments. If you have confirmed that there are no pending direct deposits, I recommend reaching out to our Payroll Support team.

Although you have already made a call, they possess specialized tools that can securely access your account and investigate the cause of the error you are encountering. Additionally, they can create a ticket and escalate it to our product engineers for further examination.

Here's how to reach them:

1. In QBO, go to the Help (question mark) icon at the top right.
2. Click Contact Us.
3. Enter your concern, then select Let's talk.
4. Choose a way to connect with us.

To check for our Support hours, please refer to this article: Contact Payroll Support.

You can also visit our website for more tips and resources you can use in the future: Self-help articles.

Please leave a comment below if you have additional questions about this or anything else. I'm always here to help. Keep safe.

Who did you finally contact with?  I am having the same issue.  I stumbled upon the area where I can add the new bank account and I clicked "verify".  A day later, the small amounts showed up in the new account and I went back to finish the verification and can not find it anymore.  It shows me the bank account currently connected, but does not let me edit it anymore.  The instructions to do the verification do not help because the so called "payroll" tab does not even show up.  I am so frustrated and as usual, trying to get someone on the phone that actually can resolve the problem without saying my name every other word is impossible. 

Who did you speak to? I am having the same problem and I am pulling my hair out.

You have to call in and then go through the process.  This issue is happening a lot and they will put a ticket in to tech to fix it on your QB.  If you do not call in and have a ticket started, it could be years before they work it out for everyone.  Getting a ticket started puts you in the que of those waiting.  Have about 2 hours of time ready when you call in because they will make you go through all of the steps with the rep before getting the ticket started. After that, it takes about a week for a resolution. Good luck. I don't remember the number I called, but you have to take 5 steps to get to that too.  Go to Help, contact and then go through the process to finally get "contact agent" and you will finally get a phone number. 

Hello.  Did you ever find a phone number to call and get someone who could help you?

Has anyone come across a phone number to call to get someone helpful on the line?

There's no way around the tier 1 support in the Philippines. You just have to start there and work your way up.

I can help you with reaching out to our Customer Support team, @VL4923.

To access the phone number for QuickBooks Online Payroll, simply navigate to the bottom of the article where it is located. From there, you can dial the number provided: QuickBooks Online Payroll.

Also, you can use the Help feature within your QBO account to initiate a chat or a call with a representative. This will allow you to get in touch with the right person who can provide the assistance you require. To do so, refer to these steps:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's Talk.
5. Choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

On the other hand, can you share more details about your concern? I might have the steps you need to sort it out. Other members of the forum can also see this thread and share their help as well.

Additionally, let me share these resources that will guide you in changing your payroll preferences and help you prepare your tax forms in QuickBooks:

• Change your accounting preferences in QuickBooks Online Payroll
• Year-end guide for QuickBooks Online
• Year-end checklist for QuickBooks Online Payroll

Please know that you're always welcome to reply anytime if you still have questions or concerns about contacting our support team. We'll be around to help. Take care and stay safe.

Has anyone been able to do this? I need to change the bank account in Desktop for direct deposit of our payroll. So far I have had no help at all. I was on the phone for 45 minutes with someone in another Country who had to keep asking for help herself . She said she would refer it to her supervisor. Meanwhile I can't do direct deposit. It doesn't need to be this hard, there must be a way to change a bank account for payroll/direct deposit. 

Hello there, Valerie25.

I can see that you're seeking a more efficient and effective solution to change the bank account for direct deposit. Allow me to lend a hand and steer you in the right direction when updating the information.

Before changing your bank account, it's essential to check for any pending tax payments and payroll transactions (direct deposits or paychecks). This will help guarantee a successful bank account switch and ensure that the payroll funds are withdrawn from the correct one.

Pending tax payments (QuickBooks Desktop Payroll Enhanced only):

1. In your company file, head to the Employees menu at the top bar and choose Payroll Center.
2. In the Pay Liabilities tab, choose the E-Payments tab to view any pending tax payments.
   
   

Pending payroll transactions:

1. In your company file, head to the Employees menu at the top bar and choose Payroll Center.
2. In the Payroll tab, check for any pending payroll entries.
   
   

 If you've already completed these steps with our Payroll Support Team, it'd be best to reach out to them again for further investigation. Additionally, provide them with the case number from your previous call so they can review the notes and continue troubleshooting from where they left off.

Feel free to browse this article to learn more about the process of updating your payroll bank account: Change your payroll bank account.

Furthermore, these resources will assist you in managing issues related to direct deposit and offer an alternative method for paying your employees:

• Handle a direct deposit paycheck that was not received by an employee
• Troubleshoot Payroll Service Server Error or Payroll Connection Error
• Create and run your payroll
  
  

If you require additional help with payroll or have any inquiries regarding direct deposit paychecks, please leave a comment below and mention my name, Valerie25. I will do my best to assist you promptly.

4 weeks trying to change payroll bank to pull money from, same error.  I have years of history in this software, and am going to have to leave since my bank account closes in 1 week.

Did you ever have this issue, where you can't even get to the setting to change it?

Thank you for joining this thread, eldal. I recognize the importance of changing your payroll bank. Let's perform some troubleshooting steps so that you can change your bank information.

Since you're unable to change your payroll bank on your end, we can open your account in incognito mode to see if this has something to do with your browser. Whenever you visit a website, it saves some information from the web page in its cache and cookies. These files allow the websites you visit most often to load faster.

Here's how to access incognito mode in some of the most commonly used web browsers:

•  Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Option + P

If you're able to change your bank by browsing privately, it's safe to say that it's being caused by the browser. It can be fixed by clearing your cache and cookies. 

In the event it continues occurring while using incognito, you'll initially have to try switching to another browsing application.

Here's a list of supported browsers:

• Google Chrome
• Mozilla Firefox
• Safari 11 or newer

If the issue persists after performing the troubleshooting steps, I recommend contacting our customer support team to obtain further assistance. As they have the expertise and tools to help you troubleshoot the problem and provide the most accurate guidance.

Additionally, If you want to get a closer look at your business's finances, you can check out this material to learn how to run, print, and customize payroll reports in QuickBooks Online Payroll: Run payroll reports

Keep me updated in the comments if you have further questions about your payroll bank in QuickBooks Online. I'm just a reply away. Keep safe and have a good one.

My issue is not solved. I have spent 6 hours on the phone with support so far. Not one of the 3 people I have worked with can solve this issue. Each one has a different approach and none have worked. It's so simple, I just need to change one number but no one at Intuit can figure it out. I have had to send my drivers license, the owners drivers license, a letter, articles of incorporation yet still no one at Intuit can figure out how to change one number. I am starting to think it will never be resolved and we will never be able to use the direct deposit function for our employees. If I hadn't spent 6 hours, so far, with people overseas I would laugh at how bad support for this software is. 

Do you know if your company was migrated automatically several years ago from the old intuit online payroll system? Ours was and I'm curious if this issue only exists for these accounts. I tried opening a trial on another intuit account and that section opens and works fine. 

However on mine that has probably 8 years of historical data it still just says 'somethings not right' and won't even let me see the page to edit the fields. See attached.

And yes the support is all over the place. This should be a simple fix for any novice programmer. 

And no it's not a cache and cookies thing. 

Do you know if your company was migrated automatically several years ago from the old intuit online payroll system? Ours was and I'm curious if this issue only exists for these accounts. I tried opening a trial on another intuit account and that section opens and works fine. 

However on mine that has probably 8 years of historical data it still just says 'somethings not right' and won't even let me see the page to edit the fields. See attached.

And yes the support is all over the place. This should be a simple fix for any novice programmer. 

And no it's not a cache and cookies thing. 

Do you know if your company was migrated automatically several years ago from the old intuit online payroll system? Ours was and I'm curious if this issue only exists for these accounts. I tried opening a trial on another intuit account and that section opens and works fine. 

However on mine that has probably 8 years of historical data it still just says 'somethings not right' and won't even let me see the page to edit the fields. See attached.

And yes the support is all over the place. This should be a simple fix for any novice programmer. 

And no it's not a cache and cookies thing. 

I don't think that's the problem but no one at Intuit seems to know. They have an email on file that was changed 12 years ago to the current email address. We can't access the old email which is somehow tied to the payroll subscription in spite of everything else being associated with the current email. There doesn't seem to be any way to change that old email on the payroll subscription. The three people I have dealt with, all have different solutions, none have worked so far. It's insanity that all we need to do is change one number to be able to use the direct deposit function and not one person at Intuit can figure it out. It doesn't have to be this hard to change one number.