Why would direct deposits not go through for my employees?

There are a few reasons why employees won't get their direct deposit, msabourn.

This happens when:

• An employee's bank account information was entered incorrectly.
• There's a problem with the employee's bank.
• The pay date falls 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, please give us a call so we can do a direct deposit trace.

Here's how to get our contact number:

1. Go to this link https://payroll.intuit.com/support/contact/?infosrc=qs&service=64.
2. Select Intuit Online Payroll.
3. Get the phone number for QuickBooks Online Payroll.

You can also refer to this article for the frequently asked questions about direct deposit.

I'll be around if you need anything else. Thanks for dropping by.

My payroll did not go through.  None of these scenarios are accurate.  There was no change in the bank account info.  The payroll was processed well before the cutoff time.  How do I speak to a human being about this?  Why is it so hard to find a phone number on your website?

Hi Aimee Deverall, 

We are aware of this behavior and our engineers are actively working on the issue. Currently, the bank/financial institution has until 5 PM PT to deposit the money to the employee's accounts. However, we're actively tracking each of our affected customers to see if we can make this happen any sooner, or provide a more specific time frame. Please inform your employee to wait for their pay within the day and check their account from time to time. 

I'd recommend clicking the Subscribe To Update button on the link to receive notifications once the fix is available: QuickBooks Status.

Thanks for your patience. Take care!

I'm having the same issue! How can I make sure you know my business is affected too? Why is there no one to speak to about this?

Same happened to all my employees!!!!

what’s the deal. No one got paid 

I'm having the same issue. It is impossible to get ahold of someone to speak with and they turned off their chat and receive a call back feature under the help section. 

I too have tried to contact QBP and can not get a response from QB. I realize you are having issues and that is not my problem . I pay good money for this service and I expect some kind of reposne from a human being. Not staring a screen hoping to chat with someone. Not only that my men expect a payday 

I have 82 employees who did not receive their direct deposits today, On chat hold over 2 hours and no call back yet, What is going on?  I need answer immediately. Payroll sent well on time, no bank changes, everything normal.

I am in the same situation, our employees did not received the Direct Deposit and not way to find help with intuit or quickbooks, not even an email or a text informing.

I am a CPA and have several clients experiencing this same issue. At every bank. What changed? This has never been a problem before?

My employees did not receive any paychecks as well 

Hey there, @Vjones86.

Please know that getting your employee's paid is our top priority. 

Other Community participants are also sharing in other threads that they are experiencing the same concern about employees' direct deposit not posting to their account today. Please let your employees know that our engineering team are aware of this issue and to please wait for their pay within the day. 

I'd also recommend contacting our Payroll Support Team so they can trace your direct deposit submissions. They are available from Monday to Friday from 6 AM - 6 PM PT. Just visit the Help menu, then select the Contact Us button.

Please let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care! 

Is this problem being automatically handled for all accounts, or do I need to call to let you know that my payroll did not post to my employee's account either?

Thanks.

Tori,

All the customer service/help departments are closed.

How do we know if our payroll is being processed today?

No one can get ahold of support through any of your links because every channel is "currently closed". Please give us an actual way to contact someone.

Good morning QuickBooks payroll team. We are in the same boat with our employees not getting paid. We understand that there's a glitch in the system but we weren't told that there was anything wrong. I've been sitting here for 2 and 1/2 hours waiting in the chat box and they say thank you for your patience. Please continue to wait for the next available expert. You can also visit our help articles under the help menu in your product. It's a busy time and we appreciate your patience. We've still got your place in line. It's taking longer than we expected to respond. Will be with you as soon as we can. Instead of just saying that there is a problem with the payroll system. I don't think you would get as many people irritated as you do right now for not responding. It's just wrong. I hope this gets resolved today before the end of the day. Otherwise I don't know what I'm going to tell my employees. I tried to call the number that was provided and they told me that I had to go to the chat box. Instead of you guys putting something on the automated system stating that there was a problem. I think that's all we're asking for. We spend money on these services, and I think we all just expected more from the company.

Hello everyone,

Thank you for reporting this in the community. We have resolved the issue from this morning which prevented some direct deposits from being processed as normal.  We expect to see funds available in your employees' bank accounts by the end of the day today.

In the meantime, this status page will have the latest updates and information on the issue while we work through all impacted accounts: http://status.quickbooks.intuit.com/incidents/jnhwslhtskgd

Thank you for your patience as we focus to ensure your employees’ funds are available as soon as possible. 

Hi there, donovanluxe, alyssa77, and Findaway.

I know that this hasn't been easy for you and your employees.

We'd like to inform you that the direct deposit issue is already resolved, and your employee should get their pay by the end of the day. Please follow this link for more details: http://status.quickbooks.intuit.com/incidents/jnhwslhtskgd. 

We thank you for your patience and time to post in the Community. Have a great rest of the weekend!

I agree - same issue here.  I don't understand why Intuit couldn't send an email out to us about this known issue.  Very frustrating. They are IMPOSSIBLE to contact.  Not happy with the customer service or communiation.

This is very frustrating that we are not able to speak to anyone live.  Our employees are not as understanding as we are expected to be.  

So disappointing that Quickbooks no longer has customer support.  You used to be able to speak to someone when necessary.  

I would certainly not recommend Quickbooks to anyone these days.  Very dissatisfied with all the changes that they have made.

I know that this hasn't been easy for you and your employees, TJNelson71 and msabourn.

We were alerted to a third-party issue with direct deposit processing this morning that has delayed the deposit of employees' paychecks into their accounts. The issue has been resolved and your employees should expect to see the funds available in their bank account by end of the day today.

We know how critical each paycheck is to your team. This is, even more, the case in our current environment. Thank you for your patience as we focus to ensure your employees’ funds are available as soon as possible.

and if funds are not deposited by end of day then what? I can't even print a paper check since payroll is technically processed. I can't speak for any other employer but my employees count on their paycheck being in their account on pay day. 

Thanks for posting here, @PRautosales,

We were alerted to a third-party issue with direct deposit processing this morning that has delayed the deposit of employees' paychecks into their accounts. The issue has been resolved and your employees should expect to see the funds available in their bank account by end of the day today.

We know how critical each paycheck is to your team. This is, even more, the case in our current environment. Thank you for your patience as we focus to ensure your employees’ funds are available as soon as possible.

OK, so its pretty much the end of the day. NONE of our employees have received their money and we need some answers. Who can we call? What do we have to do in order get our employees their money? People depend on their direct deposit on friday to pay bills and feed their children. What do we need to do in order to get this fixed now. Not next week , now. Or were gonna start looking into other options for our payroll, a company that has a support team availabe that will actual provide support for their paying customers.