invoice payment withheld, no contact from quickbooks

Hi @MarinInc,

I'll point you in the right direction so you can get support on your query about your customer's payment, still showing withheld. 

I suggest contacting our Merchant Services support for further assistance. They can pull up your account in a secure environment, and check out the status of your customer's payment.

Visit this page: Contact Payments Support. This lists the links for chat support, as well as phone numbers.

You can also refer to this article: QuickBooks Payments or Online support - who should I contact for help? This lists different situations and will tell you which support team you need to contact.

Have other questions in mind? Post a comment below, and I'll be sure to get back to you. 

I’m having the same problem. Any resolution? How can I resolve?

Hey, Manon1. Welcome to the Community. You've come to the right place.
 

When a transaction/deposit is displaying a withheld status, this means that Intuit is holding the funds and conducting a review on them. Whenever these types of reviews happen you'll receive email communications explaining what all we need to move forward. These are sent to the contact email address on file with your QuickBooks Payments account. If you aren't seeing any emails about it in your inbox or spam folder, it's possible there could be an issue with the email you're checking.
 

Since you already know this is happening based off the status you're seeing, you can contact us to speak with an expert who can help you to see what's taking place on your merchant account. They can also assist you in checking the email address you have on file to help get to the bottom of why you aren't seeing the email(s) we sent. Once you get in touch with our support team, they'll be able to explain why it's occurring, what we need from you to get the review moving forward, and the time frames.
 

I've attached a few resources below that provide further details about funds on hold reviews and what to do if they're occurring on your account:

• Why are my funds on hold?
• An overview of funds on hold reviews
• What to do if payments are on hold
• Intuit Merchant Agreements

Please feel more than welcome to respond to me here if you have any questions. Have a great day!

Same problem. I first contacted support Monday. I've submitted the requested documents and information twice.

It's now Saturday and transaction is still flagged withheld.  Because it was larger than our usual transactions

I even contacted support BEFORE the transaction to make sure I wasn't exceeding our limit or otherwise raising red flags.

What did I do wrong? How can I prevent this happening again? Surely the payment has cleared my customers bank after a week, so when will I get my money?

Hi there, GailH.

If a deposit has been withheld, it means that something in the batch that comprises the deposit raised a red flag and Risk Management is conducting an investigation on your behalf.

A deposit may be withheld for various reasons, but there are two primary reasons:

• Security concerns with one or more transactions in the deposit

• The deposit exceeds a predefined account threshold (approved monthly amount or average individual charge)

You can also prevent future hold or review by avoiding unusual activities that includes: 

• Changes in your average transaction amount or processing pattern 
• Monthly percentage of different transaction types
• Excessive Chargebacks.

I can see that you have previously reached out to our Merchant Support Team about this issue. However, I would still recommend reaching out to them again so they can review the transaction and give you updates. Here's an article as a guide: Contact Payments or Point of Sale Support.

The Community is always here if you need anything else. 

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I am having the same issue. I have 3 payments over the last month and every single one has been withheld and i received zero communication from Quickbooks except the emails stating the payments were made. I am SO frustrated and ready to stop using quickbooks for invoicing.

Hi mycancerchic!

I understand the importance of getting paid. Allow me to help you.

As mentioned by my colleague, there could have been an issue with the payment which is why it was on hold. You'll want to check this link to learn more about it: Understanding Payment Holds.

I encourage you to contact our QuickBooks Self-Employed Support so they can further assist you in fixing it since they have all the tools needed.

Do you need help in linking your bank to QuickBooks Self-Employed? Check this article for the detailed steps: Connect bank and credit card accounts to QuickBooks Self-Employed.

Comment again here if you need more help. Take care!