Quickbooks will not release my funds, my money

Hello, Brogan. I recognize that a business relies on timely funds to operate smoothly, and receiving payments is very important.

I know that you've already reached out to us. However, I still recommend contacting the Merchant Services Team. They are the best resource for such inquiries, as they can request account information, verify the payment status, and investigate why it hasn't been deposited into your account yet.

Additionally, please check your inbox or spam folder for any emails with instructions related to this issue. These emails usually contain detailed steps to resolve any problems. Typically, we might request additional information to facilitate the completion of our review process.

I'd also like to share these articles for additional references on receiving online payments from your customers:

• Managing and Avoiding Payment Holds
• Common Questions About Payments Deposits in QuickBooks Online

Once everything is all in place, you can categorize your transaction and reconcile your account whenever you're ready.

Feel free to reach out if you have any other concerns or questions about managing your deposits. I'm always here and ready to help. Stay safe!

Hi Josem,

I appreciate you replying. However, I have interacted with them. I loss track the number of times I have been to merchant services portal and confirmed there was no batch ID nor has the status of the transaction resolved to deposited.

Three months is inexcusable. And lying to me for 5 weeks even more so. I've attached an email I received 7 days ago, and I have yet to hear back. I finally started tracking my case numbers around mid September, and have had multiple cases opened: 15123841489, 15123874627, 15124035127, 15124237953.

How can you excuse this? Quickbooks is very close to making it so I cannot feed my family.

I received one email from QBO stating that they resolved my issues. I received another one stating that they wanted to jump on a call with me, I gave them a time, and then no one called. One email attached here, other in another reply.

When will this be resolved? When will someone tell me what is going on?

[Removed attachments]

Other e-mail.

[Removed attachments]

We hear you, Brogan. I'll direct you to the best possible help to confirm the status of your funds.

I'd like to know if the email stated a schedule for the callback. If not, or if it exceeds the time frame of the schedule, I suggest contacting Merchant Services support again. Then, provide your case number to avoid repeating the details about your concern.

If you're seeking answers to some payment deposit questions, you can check this article: Common questions about QuickBooks Payments deposits in QuickBooks Online.

Please never hesitate to leave a comment below if you have additional questions about fund deposits in QuickBooks Payments. We'll assist you as soon as possible. Have a good day.

Hi Bryan,

They never replied. Please see the attached pdf of the email.

As my original post stated, I have received multiple case numbers and they just get closed. One of the emails, also attached, made a NEW case number (15124236118). 

I have called and talked to everyone I can via the help line. I am not receiving the help I need.

WHY DO I NOT HAVE MY MONEY YET!?!

I called Merchant Services again, and I now have yet another case number: 15124411348

Hello, am I to get any more support? I have another ticket open. Why is no one responding anymore?

Your concerns are important to us, and I want to ensure you get the assistance you need, Brogan.

Yes, you can still get support from our QuickBooks Team regarding your open ticket. To obtain the latest updates and ensure your concerns are addressed, I recommend reaching out to them again. They have the expertise and resources to assist you effectively. Here’s a step-by-step guide on how to connect with them:

1. Click the (?) Help icon.

2. Select the Search option and choose Contact Us.

3. Enter a brief description of your concern and click Continue.

4. Choose either Have us call you or Chat with us.

Additionally, I’d like to share some articles that may prove helpful as you work on receiving online payments from your customers. These resources provide valuable insights and best practices:
 

• Best Practices for Handling Customer Payments
• Common Questions About Payments Deposits in QuickBooks Online

If you have any other questions or concerns about managing your deposits or anything else related to QuickBooks, please don’t hesitate to reach out. I’m always here to help.

I am expecting funds to deposit in my bank account on Wednesday. Case # 15124411348.

I also received an email from a Rainer J. about setting up a call, but they never reply. Case # 15124236118.

I also have all the cases that were closed but I never received my money. I listed those all above. Can you please read the previous correspondence and get back to me about the case #s? I have already talked to Merchant Services multiple times. I have spent close to 20hr on the phone with your customer support already.

I am dealing with the same issue. Were you ever paid. They are holding over 5k from me for an invoice that was paid by my customer. 

This isn't the experience we want our users to go through, Zysamay06. I'll share the possible reasons why online payments are placed on hold.

QuickBooks Payments allows you to accept and process payments seamlessly within QuickBooks. If you see that a recent payment is on hold, rest assured it is a normal part of the process. QuickBooks takes a moment to review the payment to ensure everything is alright.

I recommend reaching out to our Live Support team, as they are the only ones who can pull up your account and further investigate the status of the funds on hold.

Here's how to connect with them:

1. Navigate to the Help menu.
2. Click the Search option, and type "contact support".
3. Select the Contact Us tab at the bottom.
4. Enter the question, keyword, or topic you need help with.
5. Follow the prompts, then choose a way to connect with us.

Additionally, you can review the resources below to learn about when QuickBooks Payments deposits customer payments and how to void or refund customer payments:

• Deposit speed
• Void or refund payments

Feel free to hit the Reply button below if you need anything else. The Community team is here to help you.

I’m dealing with the same crap too this company is full of crap. And they wanna charge a fee with it too. It’s a slap in the face these people are doing the opposite of helping businesses. Most garbage payment service I’ve ever used. 

Same issue here, most garbage payment service I’ve ever used. Borderline crooks. I got bills to pay and stuff to do for my business. 

id like a refund for the 30 bucks you take out of my pay for this garbage service that takes over a week to pay us

Yep!  Mine got "flagged for review".  Lesson learned- never pay through quickbooks.  Never let quickbooks have any money ever.  They'll hold on to the money for as long as they possibly can to make money on the interest.

This is also happening to us. That are holding thousands of dollars with no explantion. It’s been weeks and we still haven’t gotten anything after multiple conversations.

We will be escalating this issue with an attorney. 

I am wondering if anyone ever got their funds back.  On April 18, 2025 - a client paid via QB. We applied for a payment account but elected to use our own bank as to where we wanted our money to go.  Interestingly enough - looks like QB didnt like that. 
Your QuickBooks payments account has been declined. You can continue to create and send invoices, but you can no longer get paid online or in-person. Any available funds will be returned to your customers. Reach out to them directly to find another way to get paid.

Its May 22 and we have yet to see our money, our client has not received his refund either.  We keep getting emails "warning us" to take action or our funds will be returned.  I've lost track of the times we've called QB to get this resolved. Returning money that doesn't belong to QB should not be this hard.  Considering that they make money off of small business' why are they trying to steal from us?

@CharmieH  RE: This isn't the experience we want our users to go through, Zysamay06.

Nonsense. It's absolutely the experience Intuit wants their users to go through. It's exactly what you've designed and it's completely nuts.

I've had a merchant service for almost 20 years and they have never, ever put a payment on hold for any reason, much less the reasons reps here keep making up, like for security.  When a customer sends a payment, they've sent it. That should be it. There is no need for anyone to review it.

RE: I'll share the possible reasons why online payments are placed on hold.

You didn't share even one reason. We're waiting... What are the reasons?

RE: QuickBooks takes a moment to review the payment to ensure everything is alright.

Nonsense. If you took a moment, no one would even notice. You're taking days and weeks and months.