@SPRS 

If you run a B2B, you can also check Melio to connect with QBO.

https://affiliates.meliopayments.com/get-paid

So our our use of Bill.com has been seamless. We're generating all of our invoices from Bill in a way that does not require us to be dependent on QB. The QBOL integration is only so that Bill generates a QB invoice number, but we can do that with any other Bill integrated payment processor. Bill support has been fantastic, able to answer any and all of our questions regarding AP and or AR processing. The only downside, IMHO, would be the subscription fee which is not excessive but is unlike Melio in that. Our customers happened to prefer the Bill experience and some were already working with them so it made going with Bill a no-brainer. 

I do find it ironic that QB support is sending us support surveys for problems they've never even attempted to solve. We respond respectfully understanding their call center employees are simply reading off a script but understand it's Intuit as a company who refuses to fix issues while still charging customers for the services they've promised but can't provide. 

@Softwareshouldwork Thank you for the information!  

Our pleasure. As a community at least we can support each other, especially if a vendor is going to, knowingly & willfully, fail to do so. Intuit appears unwilling to fix the issue, realistically it's unlikely they are unable to, and as such we'll have to figure out how to keep our businesses functioning reliability and remove the risk of using unreliable vendors. While we and our accounting folks really like the QB interface if a software poses a known & continued risk to the business, we've no choice but to seek vendors who wish to service their vendors honestly, reliability and continuously. 

It's sad to note that this Community post has been up for 1 year and 7 months without resolution. 

591 days QuickBooks customers have had to await support that will never arrive, to address customer and vendor concerns without a time to resolution, 19 months to look for alternate vendors to provide them the services they believed Intuit should have. This is not the only post of its kind, and represents a sad, sad commentary on the way Intuit treats its customers. 

Hello! Our client has ACH info on file with us for his monthly fees. We have been using the same info for the last 12 months when POOF! It all of a sudden stopped working in September. He states that nothing has changed with the bank and that other companies have withdrawn from his account for whatever needs he has with them. When I ran his ACH info today, just to try it again, it gave "The transaction was declined because the bank account is incorrect, or there is a security concern." What would the security concern be? And why would it fail all of a sudden after working fine for 12 months? He swears up and down that nothing is different, and he has been in contact with his bank who has said that they didn't even see an attempt from us to withdraw. 

Any ideas?

@krissy6 Good luck - the same thing happened with me.  I hope you get more than a canned response from QuickBooks and you get the issue resolved!!

Thanks for sharing your concern in QuickBooks Community, @krissy6.

I understand the importance of receiving customer payments on time. To address this issue, let me direct you to the appropriate support group.

To determine the exact cause of the error message, I recommend contacting our QuickBooks Payments Team. They have the necessary tools to review the situation and provide a solution to prevent future occurrences.

To reach them through QuickBooks Online, please follow these steps:
 

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Click Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Ask the community to get help from businesses like yours.
   • Start a chat with a support expert.

For additional resources, the links below provide tips and solutions for resolving credit card payment issues. You will also find information on ACH payment rejection codes and how to handle them.

• Fix customer's declined credit card payments
• Fix rejected ACH payments or fees in QuickBooks Payments

Feel free to reach out if you have any other payment concerns or need further clarification. I will be happy to assist you. Take care!

Raymond, thanks for weighing in. 

What you will find, generally, is that Intuit is unwilling to support its customers. These types of generic messages stating "I understand the importance of..." are really very tone deaf, canned, on a thread spanning a great deal of time with no resolution. 

If we've not contacted the payments team directly, we've been forwarded to them via phone, chat and/or email. I've spoken directly with the payments team time and time again and their unwillingness to provide any resolution - or even clear identification of the problem - pose a significant risk to our company and customers and ultimately caused us to abandon Intuit for AP, AR & Payroll. We're now reviewing other accounting software companies in an effort to isolate ourselves from Intuit and the risk they present, and we're not alone in this effort.

If you read the title of this thread you'll note it says "Re: QuickBooks Online Customer ACH Payments Declined". Credit card processing does not enter into the conversation - other than as a "solution" posed by Intuit payments support - as if we can dictate to customers to use a CC when they wish to use ACH but can't tell them how long that will be as Intuit can't even acknowledge what the problem is or when it will be repaired.

As may of us receive no error messages from ACH failures and Intuit cannot provide a clear root cause analysis of the issue (if/when they acknowledge the issue exists at all) or when it will be fixed this makes troubleshooting even more difficult, meanwhile our accounting workflows are disrupted, customers are disrupted, payroll is disrupted, etc. 

We went to a 3rd party processor and from day one have enjoyed phenomenal, engaging, proactive support as well as error free payment processing services. The processors clearly articulate limits, fees, processing times, etc. - all of the things missing from the "service" Intuit claims to provide. We appreciate the opportunity that Intuit provided us to find vendors who truly support our business and our customers and could provide a reliable way of servicing them. 

If you are happy to assist I have some questions for you perhaps you can answer:
1. What are the per transaction, per day, per week and/or month limits on Intuit transaction processing. 
2. What is the time frame before which customers can process transactions at various sizes. 
Is there a graduated system before which customer transactions are limited, as has been suggested by never proven by Intuit support. 
3. Why do ACH payments fail with Intuit which do not fail with other providers - is this due to "changes in Intuit payments fraud detection" which has been repeated on multiple support calls with the payments team. 
4. What is the Intuit SLA from problem identification to resolution for its payment processing customers.
Hint: Over 2 years is not an acceptable SLA. 
5. What is the escalation process for failed payments processing with the Intuit payments team?
Many have been told there is none - that the one person they reach in the payments team is the only person they will ever be able to speak to on the subject. 
6. Why does Intuit find the use of a credit card to be an acceptable alternative to a failed ACH transaction through their payment processing service - they are not equivalent, nor can companies dictate the method of payment as an alternative to a service their 3rd party fails to provide them. 
7. Is the Intuit payments processing service a native Intuit service or is it outsourced and maintained by a 3rd party, if so what 3rd party is that? 

I would invite everyone else on this feed to reach out to ReymondO and take him up on his offer to assist them. 

Thanks for following up with the Community, Softwareshouldwork. I appreciate your detailed information.

Our QuickBooks Payments services are a native Intuit service.

In regard to your question about what can be done for declined (failed) payments, you'll want to work with your customer to identify why the transaction declined. Additionally, you can check the payment status in your Merchant Service Center. Intuit also sends email notifications about rejected ACH payments, so you'll be able to find information about a decline in the emails about them as well.

Once you've identified why an ACH transaction has declined, your customer can address the issue on their end, then let you know once it's been resolved. Once the reason that caused the decline is fixed, you can attempt processing it again.

Here's an article that goes over the different reject codes that can cause ACH transactions to decline: Fix rejected ACH payments or fees

As you'll see, each code has its own reason for declining an ACH payment. If it's an R01 code, it will mean that there was insufficient funds in your customer's account when their bank tried to debit the amount from them. An R02 would mean that the account is closed on the bank's end and cannot be debited because of that reason. An R03/R04 reject means that the account doesn't exist/can't be located. This can occur when an account number was entered incorrectly.

After identifying the reason for a particular payment being declined, you'll have a better understanding of how to fix it, or if you may need to take a different form of payment, such as using a different bank account, a card, or cash.

If you'd like to discuss processing limits for your account, these are specific to each and every QuickBooks Payments account, so you'll want to get in touch with our Customer Care team to directly discuss the specifics of your accounts limits and if a request can be submitted to look into the possibility of raising them. They'll be able to discuss the limits, and timeframe limitations for processing payments, as well as answer any questions you have about this part of your account.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about working with rejected ACH payments which may come in handy moving forward: Fix a rejected bank transfer payment

If there's any additional questions, I'm just a post away. Have a wonderful Monday!

Hi Zack, thanks for responding.

In this thread you’ll notice that most have already called/chatted with support without resolution. For us we’ve called many, many times, have spent hours with intuit support. They’ve never found the source of the issue and nearly every time we called/chatted the people in payments support came up with a different reason - never positively identifying the reason and almost always the “solution” was to tell the customer to use a CC.

Support refuses to escalate the calls - and says there is no way to do so. They blame customers who verify there are no issues and never have been, use ACH with other vendors. Our customers tried paying over 20 times. When speaking with our banks there are no restrictions, prohibitions and as the failures are instantaneous they are clear it can’t be them as they don’t process the ACH that quickly.

From payments support we’ve heard it’s customer, our bank, new fraud detection, etc. but never “here is the problem and here is how to resolve it, when it will be fixed”.

We check the merchant service center - there is zero useful information. ACH that had been working stop for no reason. One time we called into support saying “it’s too much money”, we ask “what’s the limit & where’s that policy” and they say they can’t provide it - but Intuit claims they support transactions over $90K in the few documents on line.

I’d like to know how we’re supposed to “work with our customers to see why payments have been declined”. They pay, we receive - Intuit is the common link, in the middle. They have the money, we await the money, neither bank is blocking the transaction - yet while it works with other vendors it doesn’t with Intuit. Intuit must take some ownership of the issue, not just throw it back to their customers. We pay you for a service - and expect that service to work reliably and be fully supported.

Many of us never receive a “reject code”. We’ve no idea why things stop working - and so we call into Intuit who can’t tell us and won’t support us. 

We never once received a failure code but still went through the process of re-entering all bank account info on both ends. As you’ll see if you spend the time to actually read this and other threads like it no codes, no support from Intuit, no escalation, no resolution. That’s unacceptable.

The “you can find another method of payment” is not an acceptable response. Many have had working ACH fail for no reason suddenly. We tested with customers for 2 weeks - 2 weeks of not getting paid, frustrating customers, getting behind on receivables, holding up payroll - all for an issue Intuit provides zero support & resolution for. That makes every one of your customers look bad with their customers. We can’t demand that customers pay with a CC “forever”. That’s not a solution. 

Zack, what limits.

Your documents don’t include them.

There is no published policy regarding them.

There is no warning when you exceed them.

Customer Care? They’ve no idea what you are talking about - and we’ve asked many, many times.

its a shame that Intuit resources like yourself ignore years of posts providing a great deal of information regarding our problems and the lack of resolution. We’ve been through every document you’ve posted and still nothing works - the whole “code” thing is maddening as many Intuit people are aware many failures don’t have a code and yet that’s still the standard response.

We moved all of our AR, AP & payroll out of Intuit. If you can’t support your own services and provide a cause and time to resolution your a risk to every business who purchases your services. We’re not Guinea pigs nor do we have the time to be ignored by Intuit.

Many of the items you reference in your response don’t work and don’t apply to this thread and the experiences of the people on it. This is unfortunately typical.

We all feel the pain of those on this thread who trusted and depend on Intuit services. Our issues were never resolved. There was no effort by Intuit to resolve them, no escalation, no root cause, no solution. As such we’ve moved away from Intuit and we are very happy to find companies who are ready, willing and able to support us. Many we now work with? Are taking customers from Intuit.

@ZackE Yet another "canned" response.  There are plenty of posts in this thread from individuals that have already followed through with all of your suggestions to no avail.

Public forums can be a great way for a company to alert themselves to serious issues facing their customers, as well as provide a way for their user community to share experiences, support each others. Public forums can also be a way for companies to distract from their inability to support their customers, are simply provided as a palliative mechanism while they ignore issues they fail to support. 

It’s very disappointing that Intuit seems to fall into the later category. 

it would be really nice to see a knowledgeable, diligent & focused Intuit support person spend time looking at the age and volume of messages, the level of detail provided and respond in a manner that doesn’t display the fact that Intuit would rather work from a script than actively address customer issues.

iMHO this will only be resolved if it impacts Intuit bottom line numbers. While we were seeking to add services and expand our QBOL business, recommend it to our customers that’s not a possibility today, and we’re actively working to insulate ourselves from Intuit services.

if our accounting department didn’t like the interface so much we’d have already departed to a competing solution for accounting - but we continue to look, test and prepare for a migration that will completely remove us from the Intuit family of services.