I have a new account and all my test transacitons are "Voided by Intuit due to Risk Check"

I'm here to share some information about your concern with your customer payments, @MentalMoxie.

The Risk Team voided the customer payment for a few possible reasons, such as an incorrect bank account or insufficient funds.

They will notify customers via email if there are any payment issues. If you haven't received an email, I suggest contacting our Customer Support Team so they can review why your customer payments were voided due to a risk check.

Here's how: 
 

1. Log in to your QBO account.
2. Click the Help button at the top right corner.
3. Go to the Search tab, then select Contact Us.
4. Enter a brief discussion about your concern, then click Continue.
5. Choose to Have us call you to connect with us.a
    

To help you manage customer payments, please refer to this article: Void or refund customer payments in QuickBooks Online (intuit.com).
 

If you have further questions about the problem you encountered with your customer payments, I'll be here to help. Have a nice day!

Just a heads-up for anyone facing the same issue: I followed the above directions and had a conversation with a QuickBooks support representative about this. They explained that my account was being flagged as a risk due to its new status. At the moment, my only workaround is to process payments directly via QuickBooks invoices instead of using HDPhotohub. They mentioned that eventually, the system should allow me to process payments through HDPhotohub, but unfortunately, the representative wasn’t sure about the timeline for this. QuickBooks can't manually adjust my risk status. So now, I'm left with two options: either continue to use QuickBooks for invoicing and bypass HDPhotohub for now, or stick with using Square for my transactions.  Yep,  QB this is a fail!  

Is there a solution for this? 

We are a 5-year customer.

Having this same issue — haven't taken any revenue for *14 days* due to this. We are an e-commerce subscription company that sells memberships. We cannot invoice our customers as they are charged monthly and annually and we have a high number of customers on a low dollar amount membership. 

I've been on 3 calls with reps for over 2 hours each over the last week and no solution. The second rep said turn your processor off for 48 hours and it'll work again. We did, turned away every customer, and when it turned it back on — same issue. The only solution they suggested, still, is to change your payment method. Our customers are angry because they keep getting failed payment orders. 

I literally have to make payroll next week and cannot get an answer. HUGE FAIL QUICKBOOKS. How you treat small business owners is outrageous. I am posting here in a desperate attempt for a solution as I have already taken myself off payroll and cancelled our credit card payment because we don't have the cash to make it until we this gets fixed. PLEASE HELP!

I hear your sentiments, lisa.

I can imagine the hurdle you've been through when reaching out to our support team to find a resolution to your concern related to QuickBooks Payments.

I understand you've already contacted them and waited for them to fix things on your end, but it didn't work for you. With this, I suggest contacting them again to have them conduct a proper investigation on the risk check and to ask for updates regarding this matter.

You can contact them through QBO by following the steps below. Here's how:

1. Click Help (?) at the top right.
2. Select or type Contact Us.
3. Type in your concern, then select Let's Talk.
4. Choose a way to connect with us,

You also go over this link for more ways to connect with our Customer Care Team: Contact Payments Support.

Moreover, here's an article that might come in handy in the future: Find out when QuickBooks Payments deposits customer payments. It includes verifying your deposit speed if you use QuickBooks Payments.

You can always reply or reach out to us again if you need anything else. We're always here to guide and assist you whenever you need help with QuickBooks-related tasks. Have a good one.

I have done this three times over the course of a week and Intuit has claimed they have done an investigation and don't see anything wrong. Not one rep has had a solution other than "change your type of payment solution." It was escalated to Tier 2 support and that's what support told the rep who told me. Three times. 

Based on this forum, it seems you don't have a solution for the problem.

Continuing to contact Customer Support is not a solution, when one does not exist. I will try again tomorrow because I have no other choice and have to get my business up and running or we will fail without getting our membership subscriptions reinstated. The other choice is find another payment provider and lose all of our customer data — which we would not be able to withstand. 

Intuit has to do better. There are livelihoods and businesses at stake. 

@lisabuffo 

You should have another merchant service as a backup provider.

I am having the exact same problem! Multiple clients, trying to pay multiple invoices, using any type of payment (CC, ACH, Paypal..), across multiple days, and all of them fail. "Voided by Intuit due to Risk Check". And yes, I contacted support, and they had no idea what the problem was. They, just like others have mentioned, just told me to try again another day. How is that acceptable? I'd like to figure out how to void my payment to Intuit due to Risk Check. 🤬

I understand how valuable your time is as a business owner, and I deeply appreciate your efforts in fixing this issue. We take all customer feedback seriously and are grateful you have shared your experience with us, halfwinter. 

The Risk Team voided the customer payment for a few possible reasons, such as an incorrect bank account or insufficient funds. This procedure is carried out to prevent fraud, minimize risks, and protect the security of the business, customer and financial institutions involved in the transaction.

In your case, I recommend contacting our Payments team so they can further investigate or diagnose why your customer payments were voided due to a risk check. I understand you have already contacted them, but they have the necessary security protocols to access your account details, which is beyond what we can do here in the Community space.

Here's how you can reach them:

1. In your QuickBooks Online account, go to the Help menu.
2. Hover to the Search tab, then click Contact Us.
3. Choose Customer and vendor payments. Type in a short description of your issue and concern in the box provided.
4. Click Continue.
5. Select the Chat or Callback option.
    

For future reference, you can check the deposit speed for your product to learn when QuickBooks Payments deposits your customer's payments. 

As part of our commitment to ensuring high customer satisfaction, we will submit an internal complaint on your behalf to document your experience and investigate the issue. We are still available to help if you need further clarification.

Your response, though professional, is frankly insulting. I have contacted "help" multiple times, and they have read the same unhelpful responses each time. "Try another form of payment", "Try smaller amounts", "Try waiting a few days". I have tried all of these things, with multiple clients, over the course of multiple days. Every attempt to pay an invoice (via CC, ACH, Paypal or any other method QB offers) is met with "Voided by Intuit due to Risk Check". One of my clients was gracious enough to wire me the funds directly from their own bank, so I can tell you with full confidence that your implication of "lack of funds" is unfounded. If a system built entirely around the flow of money BLOCKS THE FLOW OF MONEY of what use is it to anyone? I have used Wave (a cheaper QB competitor) for years with none of these issues. I thought I was upgrading with Quickbooks—it was a massive waste of time.