@nicolas-kline Good luck - quite disappointing.

I am having this exact same issue. I am an Accountant User and one of my clients cannot pay any of his vendor's invoices (sent from the vendor's QBO account) using his Bank of America account number and routing details. We initially thought it was an issue with the way BOA had set up his account so he just opened a brand new account with everything corrected on BOA's side. He has tried to pay one of the vendor invoices (sent to him from his vendor's QBO account) using new BOA account and routing number and it is saying "Payment declined". We have quadruple checked that we are using the correct account and routing numbers. I tried processing an ACH payment via a sales receipt from my QBO account using the new bank account and routing numbers and it DID process. So it is not an issue with the bank. It appears to be an issue within QBO when you try to pay another QBO invoice via ACH/bank transfer. We have tried paying it on different computers (my laptop, their laptop, a cell phone). Nothing works. This is truly beyond frustrating at this point because I have spent many many hours on the phone with QBO support trying to figure out what is causing the payment to decline. My client has also spent a lot of time with me trying to trouble shoot this issue. It appears, based on this forum thread, that for whatever reason, QBO cannot process a bank transfer payment from a BOA account (& other banks as well) which is pretty absurd because BOA is a huge bank. The QB support person I spoke with today (for 45 minutes) did not see any outstanding tickets or issues open about this - but I have seen multiple responses from QB support on this thread that state that there is an open issue - so which is it? Can someone from support contact me so I can get added to these "tickets" that are out there? This is clearly an issue for a lot of people and has been going on for months - QB needs to resolve this. 

I tried 5 accounts from 3 banks (including CapitalOne) and all declined immediately. I tried 4 different routing numbers for CapitalOne. I used multiple browsers, different computers, mobile devices. I called support and she was EXCELLENT… and she believed me that if I tried multiple banks it had to be in their system… but after searching for an hour with me on the phone, she said it was due to the other banks. I could tell she didn’t really believe it, but that’s what her system said and she confirmed all my settings were correct.

So I setup a Stripe account and sent a replacement invoice. 🤷🏻‍

@ktj1390 I hope someone contacts you from QBO payments and you get the issue resolved.  To avoid this issue with my customers, I process the payments.  Of course, the customer has to feel comfortable enough to give you the routing and account numbers, but payments processed this way have not been declined.  I, like you, believe it is a QBO issue and not a banking issue.  I have been given many excuses, and I even had one QBO rep from the payments department tell me to go into the merchant side, my account profile and change the industry type, then change it back.  It sounded very absurb, but I tried it because I was willing to try anything.  Guess what, it did not work!!  The rep was adamant this would resolve my problem!!

Yes, thank you. In fact I do have recurring customers that set up my Quickbooks Cash routing & account number on their end and regularly pay that way. But how do you process the payments yourself? I also tried to directly pull from a routing & account number using QBO's payments (echeck) backend, and it also declined.

@ChristineJoieR Christine,

Please reach out to me as well. I have one client that got declined today and all the others have worked. We need to ensure we can receive payments from all customers and when there is an error the reason is provided to the customer and/or us.

Being able to work out your client's ACH payment is our top priority, soucep.

There are times, a customer's credit card transaction doesn't go through. This is usually caused by common issues. You'll just have to make sure to check if the credit card information is entered correctly. May I know what specific error your client is getting? Generally, in cases like this, I'd suggest contacting our support team so they can double-check what causes the error. Thus, they'll be able to identify and investigate further. They have also the tools to be able to pull up your account in a secure environment. Here's how to reach them:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

For more information on how payments are being processed, check out this article for your guide: Fix Customer's Declined Credit Card Payments.

Please get back to us if you have any questions about payments. We're here to help you all the time.

In a span of 2 weeks, I have had 4 customers with multiple ACH declines.

One customer, I just gave credit card payment as an option, and that payment went through just fine..

Another customer, with multiple declines, just came over and paid with a physical check (same routing and account number) and that check cashed just fine..

Another customer, tried to pay last Friday and came up with multiple declines.. tried on a Monday and it went through, not without a review.. 

Last customer today, declined multiple times.. Was as frustrated as I am.. and will go to his bank tomorrow to see what is happening.. I am 100% sure it's quickbooks fault, but they disagree and what our customers try another method of payment..

The reason we choose ACH is because it is less fees.. I will lose out on close to $1,500 each month if every customer pays by Credit Card... 

Quickbooks should be ashamed of themselves, small businesses like myself spend hours trying to fix an issue that they obviously are not willing to fix... I'm contemplating on just giving up and taking physical checks again and save myself hours in headaches.. What a disaster Quickbooks Payment has become!!!

It's not the kind of experience we want you to have, @gpines.

To check why the payment of your customer were declined, I suggest reaching out to our Merchants Services Support Team. They have the tools to check your account in a safe and secure environment and verify the payment. 

For more information about when payments will reach to your bank account, check out this article:  Find Out When QuickBooks Payments Deposits Your Money.

Let me know if you still have follow-up questions about customer payments or any other concerns. I'll be there to help in any way I can. Have a wonderful day!

Everyone in this discussion has called your payments team, has called your customer service team. Everyone of whom has told us that it is not Quickbooks, to look into all our customers because it is common apparently to have multiple ACH declines. None of your customer service reps tell us anything different. They will tow the line to tell our customers to change their payment method, wait, or both.. If this is happening multiple times to multiple Quickbooks customers, then obviously it is not on our customer side.

Your solution to call the payment team falls on deaf ear, we have all obviously done that without results!

Update: My customer went to their bank. The bank, the manager, the customer, they all tried to get the ACH payment to go through, and they all said that it is not the bank's fault. They took 1 hour, all of them trying to get this stupid Quickbooks ACH payment to go through.. DECLINE!

So that confirms to me that it is on Quickbooks end. This is a retired physician, that has had issues, they have paid us numerous times in the past. QUICKBOOKS PAYMENT SOFTWARE is to blame. I am sure of it.

As of next week. will cancel my quickbooks payment subscription, and will return to accepting physical checks. What a horrible 2 weeks this has been.

Here it February 2023 and Quickbooks is still having this issue and still say there is nothing they can do about it.  I was told it has to do with "federal regulations".  Really?

Has anyone found any solutions to this or do I just need to find other payment processing methods?

The error code is 1500 when declining ACH payments. 

I just spent 1 hour and 20 minutes on the phone with Inuit. Intuit has a problem accepting funds from both Bank of America and Citibank.  Lets say for instance that you sign a big life changing contract with a client that you charge $4000/m and the ACH does not go through, you would think maybe next month it will work. So the client pulls out his/her credit card despite the owners instructions to use ACH as the FEEs for a $4000 transaction is $136 x 12 or $1632 per year on top of your fees for the work. This now becomes a liability for you the Intuit user. You are now charging more than the agreed to amount. When the owner audits the report to see that 6 or 7 vendors are charging an extra $12,000 to $20,000 in credit card fees... an investigation starts. The owner now wants a report from accounts payable to audit and determine if there's a cheaper way to get these services. Now the intuit users job is at risk. The work flow that normally should just happen every month is now being looked at and criticized and your job is now at risk. Intuit. Can you please accept payments from Citibank and Bank of America. Its been years. Really. 

Let's make sure payments will successfully go through on your end, Newmedia1970.

I can see the convenience of being able to process payments successfully. Declined payments happen due to the following reasons. I've provided the list below:

• You're over the credit limit.
• Payment information is incorrect.
• Suspicious activity

You'll want to reach out to our support team so they can double-check further why this is happening. They also have the tools to pull up your account in a secure environment. I'll guide you through the steps:
 

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

Moreover, learn how QuickBooks categorize and match bank transactions. I've got this article for your guide: Categorize And Match Online Bank Transactions In QuickBooks Online.

Fill me in and keep in touch if you have any questions about payments. I'd be happy to help.

@Newmedia1970 

If you are running a B2B company, you can utilize a 3rd party payment processor for free to accept ACH payments as your backup.

I'm on hold with Merchant customer service again for the 5th time this week.  Each time i get a different answer.  This last rep just told me that it's because it is a newer account.  It does this for the first month.  Not buying it.  We had to open a new merchant account because we tried for 3 months to change the bank account to no avail.  We did not have even one decline on the old merchant account.

I am also having this issue. Trying to use Quickbooks' Payment Links feature, but on the receiving end, my customers cannot send payment. I've tested with three known-good bank accounts with plenty of funds, tried clearing my cache and incognito modes for Firefox, Chrome, and Safari, and it still gives me the same error every time:

 What recourse is there? I've tried every suggestion posted in this thread. This error is holding up thousands of dollars of revenue for my company.

I am a customer of merchant that uses QB Payments and am having the same issue.  I my case it was sort of self-inflicted as our bank (chase) recently implemented an ACH Debit Blocking (screening) service on our account, which I suspect is the same issue that a lot of payors with Bank of America or Citibank accounts are likewise experiencing.  I was able to clear the issue on my bank's side for future transactions, but QuickBooks Payments still has my bank account blocked on their side.  So now I am in the same situation as everyone else on this thread, and likewise was told today by QB Support that the merchant would have to contact QB Payments Support.

Of any of the merchants on this thread, just curious if anyone has tried voiding and creating a new (duplicate) invoice using this procedure (or something similar)?:

   https://quickbooks.intuit.com/learn-support/en-us/help-article/banking/handle-rejected-failed-bank-t...

If so, did anyone have any success with that "solution"?

I also found the following QB article that may be relevant to this thread: https://quickbooks.intuit.com/learn-support/en-us/help-article/money-movement/fix-rejected-ach-payme...

Unfortunately, I have no idea what R error code my transaction was since neither the merchant or I (the payor) received any email when the original declination occurred.  Also for a number of the causes, it says that a bank letter has to be sent into QB before they will resolve, but then provides no email or mailing address to send said letter to.

For what it is worth, I as the payor I also tried deleting and re-adding my bank account to my QB payment profile, but that did not achieve any progress either.

I can see how important for your business to process payments seamlessly, doctorfizzix.

Based on the situation, I recommend to coordinate with your vendor and inform them to reach out to our QuickBooks Payments Team. This is to verify if there's an issue with your vendor's bank. 

You can go over the following links again to learn more about how to troubleshoot rejected payments or fees:

• Fix rejected ACH payments or fees in QuickBooks Payments
• Handle a rejected or failed bank transfer payment

Furthermore, the following resource contains a list of topics that will assist you with payment-related activities: QuickBooks Payments FAQ. 

Feel free to visit the Community again if you have other payment concerns or questions about QuickBooks. I'm always ready to assist you further. 

I spend 2-3 hours every month ($400 of my time) working with your team to manually negotiate or authorize a $10 Processing FEE with Citibank. Its 100% in your hands to process the ACH.  You have successfully processed the payment 3 to 4 times. It takes many phone calls and maybe 7 days. It works. QB just has to let it process automatically.  I bill other clients that have smaller banks. I can see that the FEE ranges from 2% to 10% more or less. I suggest that you negotiate a better deal with Citibank.

Thank you Rasa-LilaM for re-posting the same articles that I just posted in the immediate previous message.

I am waiting for the vendor to create a new invoice per one of those solutions, although from what I have read on this and a couple other threads, that is probably an exercise in futility.

Regarding the guidance provided in the first article:

   1) How am I or the merchant supposed to know what the applicable "R" code is when Inuit does not send either of us an email regarding the ACH payment declination?

   2) Why is a bank letter necessary for some of those instances?  The payor (i.e. bank account owner) should know whether or not their bank account issue has been remedied.

   3) The first article fails to provide any email, fax or mailing address contact for Inuit, as to where the bank letter is supposed to be submitted.  Can you please provide that contact?

Thanks!

Thank you for following up with us, @doctorfizzix. Let me provide additional insights about your experience with ACH payments.

First, you can see the applicable R code on the email message sent from Intuit. From that email, we also provide you a link to where you can upload the completed bank letter from your bank to resolve the issue. The bank letter is necessary for legal purposes. It's a confirmation from your bank that clear any possible issues that affect the declined transaction.

Since you or your vendor doesn't receive any email messages from us, review your spam messages to narrow down the result. Also, please ensure that the email information is valid and correct under the Company Settings window. Your vendor can follow these steps:

1. Open QuickBooks.
2. Go to the Gear icon, then click on Account and Settings.
3. Click on the Company section, and review the details under Contact info. Modify if needed.
4. Hit Done, then Save.

Alternatively, you may reach out to our Merchant Team for more details about the problem. From there, they can guide you on the possible solutions to isolate the issue as quickly as possible. Check out this link for the contact details: Contact Payments or Point of Sale Support.

Once done, see the resources from these links as your tips while handling declined or rejected payments:

• Handle a rejected or failed bank transfer payment
• Fix rejected ACH payments or fees in QuickBooks Payments

If you have follow-up questions in mind, please let me know by leaving a comment below. I'm more than happy to help you again. Have a good one!

Replying to @Angel_T, the issue is not with my email spam email folder or the contact information that my vendor (the QB merchant) has on file for me.  I know this for a fact because:

   1) I have (and continue to) successfully received the vendor's QB-generated invoices they have sent me over the past several years.  These emails are being transmitted to me by the QB Payments email server.

   2) I have always gotten payment confirmation emails from the QB Payments service every time over the past several years, except until the QB Payments platform began blocking my bank account.

   3) I checked my spam folder anyway, as no email from QB Payments, Inuit, etc. was in there.

So since no declination error emails are being sent to myself (the payor) or my vendor (the QB merchant), how am I or my vendor supposed to determine the applicable R## error code?

Furthermore, even if were were able to ascertain the applicable R## code and thus know the appropriate action according to the 2nd article (Fix rejected ACH payments or fees in QuickBooks payments), then if a bank letter were "required" (assuming my bank is willing to waste their time with that), how/where would I submit said bank letter?  The article provides no contact information.  No email address, no contact form with an attachment upload capability, no postal mailing address.

Can you please investigate and advise on the appropriate R## code?  And if a bank letter is "required", can you please provide the contact information for the QB Payments team group or department to which said letter needs to be submitted?

Thanks!