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noemiw
Level 1

I have a customer who paid an invoice online using the payment link provided with an invoice back in July 3, 2018. Until now, that payment has not been deposited to our account. I have been trying to call Stripe and no one is answering. How is this going to be resolved? The customer is no longer reachable.

8 Comments
Charies_M
Moderator

Hi there, noemiw.

 

I want to make sure you are routed to the right support that can help you with Stripe payment.

 

Since the payment has not been deposited to your actual bank, I recommend you get in touch with Stripe Phone Support. They have the tools to pull up your account and verify the status of the payment.

 

 If you need further help while working with invoice payments, feel free to reach back to me. I'm always happy to help.

noemiw
Level 1

Do you have an actual phone no to a real person at Stripe Phone Support? 
I got [removed] and it just keeps on ringing and then terminates. 

 

 

noemiw
Level 1

Spoke finally to a real person yesterday. After providing our information, we are awaiting the eventual deposit. Will update when completed. Thank you.  

noemiw
Level 1

After getting to a real live person on 03/25/2019 and providing the information required to get this resolved (see email below), we have yet to see the payment deposited to our bank. It has been (2) months since then. 
------

From: NoResponse <[email address removed]>
Date: March 25, 2019 at 5:57:44 PM EDT
To: "[email address removed]" <[email address removed]>
Subject: Disabled payments :  [removed]    [ ref:_00Di0Xs0j._5002A1XWPLZ:ref ]

Hello Customer Name,
Please send us the information below to us as soon as possible. Once we verify the information you have provided. We can get your account updated.
We need some information from you:
Please provide a color scan copy of a government issued ID.
Please fill out the form we have provided in the link.
Please follow steps bellow to upload files:
Go to https://intuitb2b.secure.force.com/FileExchange
the case # ([removed]), your email, and PIN (opPkBKI5).
Accept the Terms of Service and click Sign In.

Once updated you will receive an email confirmation and be able to log back into your Quickbooks online to update your bank account information.If you have any questions or concerns, please feel free to respond to this email.

Case# [removed]
Thanks,
The Payments Team
Phone number: [removed]
Intuit | Powering Prosperity Around The World

 
ref:_00Di0Xs0j._5002A1XWPLZ:ref

noemiw
Level 1

I followed up with the phone number to the Payments Team [removed]. The person I spoke to, his name is Zack, said that there is no helpful info associated on this case [removed]. I am again reaching out to you QBO to help me resolve this.  Kindly call me back at [removed]. 
Thank you. 

BettyJaneB
QuickBooks Team

Greetings, @noemiw.

 

I'm here to help you get pointed in the right direction to get assistance with your payments concern.

 

To address your QuickBooks payments concern, I'd recommend reaching out to our Merchant Services Team. This team is the best resource for such inquiries as they're able to check on your account and verify why the payment hasn't been deposited into your account. This also to ensure that you're account is in a secure place since the Community is a public forum.

 

Also, you may check out these articles below about deposits and status in QuickBooks Payments for your future reference:

You can always post again if you have any other questions with QuickBooks Payments. I'll be around to help you out. Have a nice day ahead!

noemiw
Level 1

Am already past that. And I have a case no. The people from that group has not gotten back to me. Hence am back here trying to get answers. 

JonpriL
Moderator

Hello @noemiw,

 

I personally want to address your concern about the payment deposit you're unable to receive but we don't have a direct view of your account here in the Community for security reasons.

 

Thus said, I'd still recommend contacting our Merchant Services Team. They can pull up and look into your account in a secure environment and explain the components or status of your undeposited payment.

 

To contact our dedicated support, you can check out this article for their phone numbers: Which Payments Product Do You Need Help With?

 

For additional reference, you can check this helpful article to learn more about your payment deposit: QuickBooks Payments Deposits FAQ.

 

Lastly, here's an article you can read for your future reference: QuickBooks Merchant Services or QuickBooks Online Support - Who Should I Contact for Help?

 

Please let me know in the comment section below if you have any other questions. I'll be always around to help.

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