QB rep who can actually do something about Online Payroll Account on Hold

I recognize how important it is for your client to run their payroll on time and efficiently, Stephanie.

Please know this isn’t the kind of service I want you and your client to experience. Rest assured, I’ll take note of this feedback and raise this concern to our management team. Your voice is important to us to ensure we give our users the quality service they deserve.

With regards to your client payroll account being hold, there’s a possibility that the account has insufficient funds. Thus, causing the account to be held. Moving forward, you’ll want to ensure the account use in your client's payroll has sufficient funds to avoid any delays in the future. For more details about this, you can refer to this article: Resolve a non-sufficient funds (NSF) hold on your payroll service.

Moreover, I also recommend contacting our Support team. I understand you’ve already contacted them, however, it would be best to reach out to them again. They have the proper tools to check your client accountant and look deeper into the reason for the hold.

Once everything is in place, you can provide this link to your client for their reference: QuickBooks Online Payroll Hub. This resource can help them set up and process payroll seamlessly in the future.

Keep in touch with me if you have any other concerns or questions about payroll or with your account. I’m always around ready to back you up. Keep safe and stay well!

You are misunderstanding.  I was setting up my client with QuickBooks Payroll.  He has more than sufficient funds in his bank account.  This is a complete failure of QuickBooks support resolving the issue of further verifying his identity to complete the setup.

Again, the first issue started when he needed to upload his DL inside of QB and the file got "corrupted", but no one contacted him to advise so we just waited for over a week wondering why it was still on hold.

I have contacted support 3 times in addition to the 1 time that my client reached out.  This is unacceptable that there is no way to get to the higher level of support as we once were able to.

You are misunderstanding.  I just set my client up with QuickBooks payroll.  Something I have done many times in the past.  For some reason, QuickBooks wanted to further verify his identity and was instructed to upload a copy of his DL to a link within QuickBooks.  He has more than sufficient funds in his bank account.  The difficulty began when no one notified my client that somehow the file he uploaded got corrupted and we waited for the hold to be lifted.  After a week and a half, I contacted QB to find out that he needed to upload again to a link sent via email by the QB rep.  The QB rep verified that it was received.

Again, I have wasted lots of time with the QB first level help that responds when you are inside the QB file and select the '?.' 

It is not acceptable that there is no way to get in touch with the "higher level" of support that we once were able to.  This is a breakdown of customer service.

Interestingly, since I posted and then replied to the QB person who commented on my post I received a phone call that day from Edward at QuickBooks.  He verified that I was the one who did the post and then asked about the issue.  Edward then assured me that he would investigate the issue and then call me back in 30 minutes.  Needless to say, once again I have no follow-up from anyone 24 hrs later.

Hi there, stephanieMinistryCPA.
 

I'd be more than happy to help. I've sent a private message where we can discuss your account in greater detail.
 

I'll be looking forward to speaking with you there. Have a lovely day!

So, after finally being able to speak with a person who told me that the fraud department actually needed more documentation than his DL a new email was sent to my client with a link to upload the additional documentation on 4/15/21.  My client uploaded the additional information 4/15/21 and the hold on his account was removed on 4/15/21. 

QuickBooks has grossly left a gaping hole in their customer service.  I initially set up the client's payroll account on 3/10/21 and it has taken several hours of working with QB over several different days of phone calls to finally get the hold removed on 4/15.  This now leaves me to clean up the mess of getting additional historical payroll entered into QB and ensuring that the first quarter filings that we were forced to do outside of QB are accurately reflected inside of QB.  When four different tier 1 support level individuals over a period of 5 weeks can't help you, there is no established alternative to receive support.  Completely unacceptable. 

To be fair, in the last several years of working with QB, this is the first time I have experienced this extremely unfortunate hitting a complete wall with customer care.  Knowing that it is rare is nonetheless an opportunity for QB to assess how they can best fill the gap as it makes me a bit more hesitant to recommend QB as when there is a higher level issue with the QB, the support literally does not exist to assist in cleaning it up.  

I have been trying for a week to upgrade my QuickBooks Enterprise ONLINE and the chat group keeps sending me to the site to upgrade my QuickBooks Desktop.  I have both Online and Desktop for different entities.  I have now lost payroll ability and have spent over 5 hours in total trying again and again to get someone to help me get the updated ONLINE so that I can do payroll tomorrow.  My online is supported by Right Networks.

Any ideas?

Hi @judy82,

I appreciate you for reaching out to us here in the Community. I'm here to provide some clarification about the QuickBooks versions.

The QuickBooks Desktop product has three versions. When you purchase online, you can either choose Pro, Premier, or Enterprise.

These versions don't belong to QuickBooks Online. To learn more about the features and capabilities, I recommend checking out this page: Choose your QuickBooks Desktop product.

Since you've mentioned the program is supported by Right Networks, you may be using QuickBooks Enterprise with Hosting. Usually, Right Networks automatically update your payroll tax tables.

If you need the payroll updates, you'll need to contact the Right Networks Support Team. You can also email them using this email address: support@rightnetworks.com.

For the Online and Desktop comparison, I suggest you visit this link: Compare to see how QuickBooks Online delivers.

If you're using QuickBooks Online Payroll and you're unable to pay your employees, please contact our Payroll Support Team. One of them will be able to take over and help you with the payroll issue.

Here's how:

1. Click the Help option in the upper-right corner.
2. Select Get help from a human.
3. Choose Chat with us or Have us call you. 

Our Customer Support Team is available from 6 AM - 6 PM PT (Monday - Friday).

I've also attached an article you can use to assign or delete a pay schedule in QuickBooks: Set up and manage payroll schedules.

Leave a comment below if you have other concerns about running payroll. The Community and I will be around to help you.

I have had essentially the exact same experience as the original poster here. I have been performing a transition of all of my accounting, payroll and banking for my s-corp over to quickbooks from waveapps. I thought the program was fantastic and the transition was long overdue.

On 09/24 I created an account for my corporation and began doing basic tasks to connect my accounts, began invoicing, and moved over my historical data. On 09/27 I activated payroll services, started using quickbooks cash (the checking account integrated with quickbooks through greendot bank)  and planned my first round of payroll for that Friday. and then on 09/28 I received an email from emspayrollfraud that my payroll was on hold and that additional documentation was urgently needed to resolve this issue.

Specifically they requested:

• a copy of an ID for myself
• a copy of my business license
• 6 months of bank statements

I immediately called support to try to get a bit of clarification. For example, the bank account setup with quickbooks was my quickbooks cash account...which was just created. How can I provide 6 months of statements for an account I just made? My previous business checking account with chase was also already connected to quickbooks, but, as this was a new s corp, that business checking account only had 2 months of statements available. Additionally, what do they want when they ask for a "business license": My incorporation documents? My EIN letter? My Delaware SOS filling? My illinois SoS filing for foreign corporations to transact business? My IDOR corporate withholding filings? 

I was repeatedly shuffled between agents, all of whom said they weren't the right person to assist me with this issue until I finally ended up talking to a level 1 tech with general payroll, Angela, who was FANTASTIC. She wasn't able to help me herself much, but she stayed with me for the next 2.5 hours on the phone trying to ensure I wouldn't just get transferred again and lose all of the prior information. About 30 minutes into my conversation with her (45 minutes after receiving the hold notice) all access to my account was SHUT OFF, any attempts to login said the account didn't exist or was deactivated, and, even more infuriatingly, every single agent that we spoke to for payroll or merchant or general account services said they saw the account as fine and active. 

At this point I was entirely distressed. I have no access to an account that has ACTIVE INVOICES sent out to customers and no way to access them. If the customers paid would that mean that the money would now be in my quickbooks cash account which I have NO access too? Would that money just be in the void? Would it even be possible to refund that sale if I had to have them redo the payment through a separate service. Every agent we spoke to simply said "everything looks fine and active to us".

I eventually got into a text chat with someone with risk and they simply said "we've seen that your account has been cancelled but you will need to speak to fraud as we can't discuss anymore than that". So risk says my account is cancelled, payroll, and merchant says its still active and in good standing (and to this day I continue to get emails about my account reminding me my withholding has to be deposited soon). 

2 hours in we finally get someone from level 2 support who essentially shrugs and says that's odd but that they can't do anything and they all just direct me to send everything I can think of to fraud to get it cleared up.

To be clear, this is a delaware c corp, filing as an s corp, incorporated this year, I live in Illinois and I am the sole shareholder, director and employee of the company. I am the only authorized user on any business checking accounts for the corporation and all payroll pays out to my personal checking accounts. Where can fraud even enter any of this situation?! How could I possibly be defrauding myself by paying payroll to myself in my personal checking account with my quickbooks account from my corporate checking account (which I have 100% ownership and control of and is a quickbooks cash account) there is not a single chain in this system that quickbooks does not have 100% visibility of and I am not 100% the owner of.

So after 2.5 hours of trying we just decide that the only path forward is to send everything I can think of to this emspayrollfraud email. I send every single document I can think of, all of my previous statements, invoices and payouts from waveapps, statements from all of the bank accounts that existed, multiple state IDs, my social security card, my birth certificate, all of the filing documents as pdfs and numbers assigned, EVERYTHING, almost 20 documents in total, just to try to prove, without a shadow of a doubt, that I am who I say I am, my business is what it says it is, and it is all backed by every piece of evidence I have.

I sent these documents in segments over about 4 days, and then sent follow up emails every single day until yesterday (friday 10/8). I have not received a single reply. Not a confirmation of reciept, not a request for more information, not even a clarification or notice that it is being processed. Total silence. I still can't login to my account (but still receive emails about it regularly, which, annoyingly, provide links to take actions on an account that if clicked say the account doesn't exist). It has now been 12 DAYS! I was told to expect 1 to 2 business days. I am unable to run payroll, I have to do my monthly deposits in 6 days or I start getting fines, and ALL of my bookkeeping was transferred over to an account that I cant even log into! I can't even call someone to ask for information because, to them, everything looks fine and they say to email fraud, as if my 7th email over 13 days will somehow yield better results.

This has been one of the absolute worst experiences I've had, especially as someone who was trying to become a new customer. I can't even make this very post I'm writing right now on my account because it wont allow me to log in. I had to do it from my self-employment account. I'm scared to death about getting late penalties with my taxes and feel like I simply have no options at all, it's like yelling into the void. Even my quickbooks cash debit card says it can't be activated because the account is invalid. I'm exasperated and despondent . I see no clear path to resolution in a situation where I'm literally willing and able to provide anything necessary to see it concluded. I don't know who contacted the original poster on this thread but PLEASE, if you are able to get visibility on what is going on, contact me, anytime through any method. 

If ANYONE is able to help, I would greatly appreciate it, because right now I'm just looking for any glimpse of hope to get this finished. Thank you.

Thank you for sharing your concern in such great detail, @fryjustinc.

I understand that your concern needed and deserved a timely response. I also appreciate you for sending all the necessary documents to the team in concern. Rest assured that they review all of them and taking all the necessary steps to resolve this issue.

I also recommend reaching out to our Customer Care Support team. They can take a closer look at your account and review your case. You can contact them using our QuickBooks Online testdrive.

Here's how:

1. Click this link: QuickBooks Online Test Drive.
2. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
3. Select Talk to a Human.
4. Enter a short description of your concern and press Enter.
5. Click I still need a human.
6. Select Contact Us to connect with our live support.
7. Choose Get a callback.

You can review our support hours to ensure they can assist you on time. 

I suggest visiting the All Online Payroll - NSF Holds article for more insights about the variety of hold types. It also contains some FAQs, such as why your payroll account is on hold.

Keep me posted for more clarifications or questions about QuickBooks. Take care and more power to your business.

I have already read EVERY article you have about, payroll, holds, account deactivations everything, I've read about fraud holds, lack of funds holds, bounced payments holds, EVERYTHING. I have probably read half of your help articles on the site at this point. I'm glad that they review all of them, but notifying the customer of progress or receipt of documentation IS a necessary step which they have not taken. How do I even know if it was received to the right location? Or if there wasn't some issue with the files being in a format that they don't use. As of now, there's no way for me to tknow if they are reviewing my account actively and I can rest assured or if they wont get back to me for more than a month like the other user and if I don't migrate to another platform I'm going to be fined thousands because of my trust that they are really going to get to me. As I said, I HAVE reached out to your customer care support team, many many times, for hours, NONE of them could help me, the wonderful rep angela stuck through the whole thing with me over screenshare and took probably a dozen screenshots of me with her showing that as merchant support said my account was in good standing my login to my merchant account was saying it didn't exist in the error while logging in. I spoke to tech support, customer care, payroll, merchant services, risk, emailed emspyaroll fraud and all of them have either said they can't do anything or given information that was actively incorrect. Level 2 support wasn't able to help me either beyond saying email fraud. 

I apologize for being so combative in this reply but it is VERY frustrating as a customer to tell you I have spent 2-4 hours a day for 4 days straight and then probably 30 minutes a day for 8 days after that talking to every single department I can possibly think of (or that your agents can think of) and I have not received any sort of progress at all. To then be told "have you considered trying to read our help article or contacting support" is incredibly frustrating. I just went through PAGES of explanation of how I have gone to every type of support imaginable. NOBODY from your support team seems to have any visibility on this and emspayrollfraud is a black hole where information seems to go only to disappear from the universe. 

Please I am looking for anything at all that can demonstrated some form of progress or status towards resolving this. I feel like I'm reliving the exact same experience that the original poster above me had. They said it was awful, and living it myself now, it is awful. Quickbooks needs to have better policies for how to handle the communication and situations involving account holds because the only thing being communicated with the current methodology, is that my livelihood, and dozens of hours of my time are not even worth having a point of contact to deliver a small amount of the assurance you have mentioned. It is truly an terrifying customer experience. 

Please, is there any way for someone to contact me from support that is able to provide any visibility or updates on my issue. I have very few days left to resolve this and am desperate to make progress. no support member I can reach can even see the status of this and fraud has no phone number and does not respond to any emails.

I've been having a similar issue with the f-ing payroll fraud department (excuse my French).  I've been doing payroll in desktop and everything else online for clients for years and all of a sudden I'm being told that I can't use the same EIN for 2 different payroll accounts.  Well, I'm only doing PAYROLL in QBD.  I do use QBO for contractor payments.  All of a sudden that violates the terms of service agreement.  I don't understand why.  I'm so frustrated!  No one can give me a good reason why this is not allowed.  In fact, when I purchased the QBD payroll subscription, I TOLD them that is what I planned to do and no one said it wasn't allowed.  

I am currently Roy dealing with this same situation. All I get are emails and no one can contact me directly and I need to process my payroll so my employees get paid. This is unacceptable service and I am very unhappy with this entire process

Well, at least,  I am not the only one. Up to this point I have loved QB. Last week I set up direct deposit and went through all the steps. I even had one payroll ran via direct deposit and then all of a sudden I am flagged for fraud. F This service is absolutely horrible. I have spent a whole week trying to sort this situation out and all I get access to is emails. For a department that has no other form of communication but v email is ridiculous and not geared to serve their clients. This has been the most stressful situation I have dealt with and no one in support can offer help. No ONE! It is Christmas and I need to pay my employees and I am the only one that does this. We are a small business and I am leaving the country in 2 days. It has been a week since I have tried to rectify this and I am still stuck. For the amount of clients Quicbooks serves, they should be able to have a hands on team that can provide service urgently and promptly so business can run efficiently and not wait on emails. Very disappointed.

I honestly thought I was the only one going through this and come to find out some many people are experience POOR Customer Service from QB. I have been experiencing this issue since May 2021, with multiple calls, emails, submitted every document you can think off. I've asked to speak to a supervisor/ have it escalated with no follow-up from this Fraud department. How is possible that you provide a service with something that is such a important part but there is not actual human contact for an explanation. 

How is possible to that I've sent the exact documents request plus more and still my account is on hold?  I've been charge for the services and now it tax time I am unable to get my 1099-nec and the only response the support can give is that its only hold and "did you get the email about your account status"  How many times do you think customers should send documents over before we get a response? There must be magical number. smh

Your team needs to take a look at this process because it definitely is not working. 

I honestly thought I was the only one going through this and come to find out some many people are experience POOR Customer Service from QB. I have been experiencing this issue since May 2021, with multiple calls, emails, submitted every document you can think off. I've asked to speak to a supervisor/ have it escalated with no follow-up from this Fraud department. How is possible that you provide a service with something that is such a important part but there is not actual human contact for an explanation. 

How is possible to that I've sent the exact documents request plus more and still my account is on hold?  I've been charge for the services and now it tax time I am unable to get my 1099-nec and the only response the support can give is that its only hold and "did you get the email about your account status"  How many times do you think customers should send documents over before we get a response? There must be magical number. smh

Your team needs to take a look at this process because it definitely is not working. 

Hello, BarryDouglas.   

I know how it can be frustrating to be held up like this when you just want to get your account interruptions resolved.

As much as I want to check on this for you, account-related concerns are mainly handled by our live customer service. So I've reached out to one of our Support teams with the Risk Management department regarding your case.  

Someone will be reaching out to you via private message shortly.    

Post here again. I want to make sure you get the answers you need with the Risk department and I'll be right here if you need further help. Have a nice day!

I'll be looking out for that message.

Hello @BarryDouglas ! I tried to reach out via Private Message but was unable to see that option in your profile. Instead, look out for an email from me and I will discuss things with you there.

Thanks for your patience!

Working through an almost mirror image of this with a client. New business formed, bank open less than a month, bank rate forms with banker's signature verifying bank data, the entire thing. The payroll has been locked for 30 days now, and the last rep I spoke to said to not expect the issue to be resolved favorably.

For the most part, the reps, unhelpful as they may have been, were relatively nice. This ethereal "department", though, is a joke. Whatever good intentions Intuit had setting this up, this is not going over well. 

QB Online payroll support is not where it should be.  I recommend Gusto and Patriot Software now.  QB Online product is great so that is what I recommend for financials.

I am currently in the same situation and with very little hope of getting this issue resolved. I have sent documents and have called QB 20 times. Nothing...My account is on hold and I cant invoice any of my customers. If anyone can suggest another service provider, please do. This is not an appropriate business practice from QB. If I knew I was going to find myself in this situation I would have never used QB online.

Why is my account on hold