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.

Any luck with this issue? 

I'm having the same issue, and QuickBooks is giving me a run around.

Their reps (both on phone and chat support) don't seem to know what they are doing. 

This is a big failure Quickbooks. 

Your sentiments are valid, @PLLC2, and I appreciate you for expressing your concern regarding your customer's payment. Allow me to provide you with some information on this matter.

The payment risk error often appears if there's a problem with the credit card. If this is your case, use another payment method. If the same thing happens, I suggest contacting our Payments Support team.

I'm aware that you have already gotten in touch with them but it's the best we can do right now given that they can check the transaction by logging in to our system and offer guidance to resolve the issue.

Here's how:

1. Open your QuickBooks Online account.
2. Go to the Help menu.
3. Click the Search bar and choose Contact Us button.
4. Enter a summary of your concern: My customer got this message when they tried paying their invoices: "Voided by Intuit due to Risk check".
5. Click Continue and select between Chat or Callback option.

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

Moreover, you may visit this article to view the deposit speed of your payment: Find out when QuickBooks Payments deposits customer payments.

If you have more questions regarding payments, you can reply below. The Community team is always around to help.

Was this ever resolved?? I am facing the same issue and have been on the phone with customer service 3 days a week for the past 3 weeks about this and am having NO LUCK.  I am now on the phone with the "risk department".  Would love to hear if it ever got fixed for you or if I just need to find another company...? 

No, they still haven't resolved anything. Mindless drones on Intuit's payroll continue to post the same canned garbage about going into the Help dialog and selecting Contact Us. Someone contacts the enigmatic "Us" that is Intuit, posts the tale of their ultimate failure to resolve anything...rinse and repeat.

Intuit, get your dev team on this. YOU HAVE A PROBLEM WITH YOUR TRANSACTION EVALUATION ALGORITHM. A window licking ape post-lobotomy can see as much but you all don't seem to either because you're too staggeringly stupid or you simply don't care about providing a working product. My guess is with the latter causation. Monopolies are nice until the new one comes along because you all got too arrogantly comfortable with your market dominance. When that new market leader does come, I'll be taking my multiple accounting clients to it.

Fix yourself.

Has there been any movement on this issue? I have a set of customers that require payment by credit card, and the Intuit support phone rep just told me to "Have them pay by check". It's not an option! I'm trying to stay in business!

I have been on the phone for 3 days, tested with 6 different credit cards including 3 of my own, and the transactions are still flagged. Everything is set up correctly AND I can process CC payments just fine against invoices in my other LLC using the same software license (QB Desktop for Mac). The phone rep said there was no escalation available and to wait 24-48 hours... I'VE DONE THAT. HELP!

Anyone find a solution to this? I can run transactions just fine in my other LLC, but the new company we started gets flagged "Voided by Intuit due to Risk Check". We've been running credit cards for almost 10 years in the other company using the same license (QB Desktop).

I have tried 6 different credit cards including 3 of my own on test transactions. I have customers that require payment by credit card! What is the solution to this issue!

I've been on the phone for 3 days and the rep just said "Have the customer pay by check". NOT AN OPTION.

Thanks for joining the Community and getting involved with this thread, Mark Lathrop.

If you're processing test transactions with your own payment information, and you own the merchant account you're processing the transactions through, this will typically initiate a hold of the funds so that a review can be done.

When funds are placed on hold, you'll receive email notifications about what's happening, and what your options are. If there's any information or documents needed to complete our review, you'll be asked to provide what's necessary.

In the event you're not seeing any emails about what's going on, I'd recommend checking your spam/junk folders. Sometimes emails can be routed to these areas by the service provider.

If you're still not finding any emails about a Risk review, or an explanation of why a transaction was voided, you'll want to get in touch with our Payments Support team. They'll be able to pull up your account in a secure environment and discuss the review with you.

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 using QuickBooks Payments which may come in handy moving forward: Learn about funds on hold in QuickBooks Payments

Please feel welcome to send a reply if there's any additional questions. Have an awesome Thursday!