What happens if some of my employees did not receive their pay and Intuit says they did?

We know how important it is for you to pay your employees on time, @skaplanr1.

If you're using direct deposit, there are a few reasons why employees didn't receive their pay. This happens when:

• An employee's bank account information was recorded incorrectly.
• There's a problem with the employee's bank.
• The pay date happens on a weekend or holiday.
• The direct deposit payroll was submitted after the cutoff time which is 5 PM Pacific Standard Time. When this happens, the payroll will be processed on the next banking day.

If your scenario falls on the first two reasons, then the funds will be rejected and returned to the employer's account. This process will take 2-3 business days after the pay date. 

If the employee still did not receive the funds by 5 PM after the settlement date, I recommend giving us a call so we can further investigate and do a direct deposit trace. 

Here's how:

1. Sign in to your QuickBooks Online company.
2. Select the Help (?) menu.
3. Choose the Assistant tab.
4. Click the Talk to a human option.
   
   
5. Select Get help from a human.
6. Click either Chat with us or Have us call you button.
   
   

I'm also attaching these links for additional reference on how to handle Direct deposit in QuickBooks:

•  When to send your direct deposit payroll 
• Handle a direct deposit paycheck that was not received by an employee

Keep in touch if you have further questions about managing your employee pay in QuickBooks. I'll be happy to help you again. Have a good day.

Hi, @skaplanr1.

Hope you’re doing great. I wanted to see how everything is going about the employee pay concern you had the other day. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at any time.

Looking forward to your reply. Have a pleasant day ahead!

All of my employees didn't receive their payroll direct deposits for 2 weeks straight. Money have been taken from my business account and QB verified that. Somehow they never been received by my employees. QB provided me with Trace # for each transaction but their respective banks are telling me there are no transactions that correspond with these #. Since I had to write them physical checks how do I get my money back from QB??? I suspended all my payroll transactions with QB going forward. This is ridiculous! I already spent hours on the phone with them and got nowhere

Thanks for getting involved with this thread, KGLLC.

Since you've already received each of the trace numbers for your direct deposit transactions, I'd recommend continuing to get in touch with the ACH departments for the financial institutions who received them.

It's recommended that you reach out to them with your employee/contractor on the line, or they can contact them themselves and provide the relevant trace numbers. This will help the agents you're working with at each bank to locate the deposits and identify what's going on with them.

You'll also be able to find many detailed resources about using QuickBooks in our help article archives.

Please don't hesitate to send a reply if there's any additional questions. Have a great day!

This is currently happening to me and has been over a month of fighting. Did you ever resolve your situation? Any help would be appreciated 

I understand the importance of paying your employees on time. Please know that this is not what we want you to encounter, goodboygroomers. 

Since you've been experiencing this for over a month, and this involves pulling up personal information, I recommend contacting our support. This way, they can access your account and may find ways on how to deal with this concern. 

Here's how: 

1. In your QBO account, select Help (?). 
2. Choose the Search tab.
3. At the bottom of your screen, click Contact Us.  
4. Type your concern. Then click Continue. 
5. You may choose Callback, Appointment, or Chat as your way to connect with us. 
6. Kindly fill out the provided field such as your First name, Last name, Email address, and Phone number. 
7. Depending on what you choose as your way to connect with us, click Callback, Schedule an appointment, or Chat. 

In addition, it may be helpful to share this material to know what to do if an employee does not receive their direct deposit paycheck: Handle a direct deposit paycheck that was not received by an employee. 

Let me know in the comment section how it goes as you contact our support. We're always here to hear you out.