Learn why customer payments you accepted with QuickBooks may be on hold and what you can do to get things moving again.
If you have QuickBooks Payments, you can take and process payments in QuickBooks. If you notice a recent payment you accepted is on hold, don't worry. This doesn't mean there's anything wrong. It means we need to review the payment.
We periodically review payments to ensure everything is alright. This is for the benefit of everyone involved in the payment process. Here's how to check if a customer payment is on hold and what you can do during the review.
Note: If payments are taking longer than usual, they may not be on hold. For new QuickBooks Payments users, the first few payments take a bit longer to process while we set everything up. Learn how long it takes to get customer payments into your bank account.
Step 1: See if payments are on hold
Sign in to the Merchant Service Center any time you need to check the status of customer payments.
If you see the word "Withheld" in the Method column, that payment is on hold and we're reviewing it. Any time there's an issue, we'll email you about it.
Step 2: Check your email
If a payment is ever on hold, we'll let you know. You'll get an email at the email address you use to sign in to the Merchant Service Center.
Read the email carefully. It will give you specific steps to fix any issues. Usually, we ask for more info so we can complete our review. For example, we may ask you to send us a copy of the original invoice you sent to your customer.
Follow the steps in the email as soon as possible. Once we have everything, we can usually complete our review within 2 business days. After the review, we can finish processing the payment.
Note: If you want to change the email address on file, sign in to the Merchant Service Center. Select the Account tab and then Account Profile.