Merchant Services Customer Support

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Welcome to the Community, getnickifit.

Intuit can hold funds on QuickBooks Payments accounts for a number of reasons. Sometimes it could be due to chargebacks, or collections scenarios, while other times it could be for a risk assessment review.

To verify my understanding, which type of hold are you working with? If you're unsure, any time Intuit holds funds on QuickBooks Payments accounts, an email is sent to the address on file, detailing what's occurring and what your options are. This email will also cover if there's any documents or information needed from you.

I've included a detailed resource about working with QuickBooks Payments which may come in handy moving forward: Why are my funds on hold?

I'll be looking forward to your reply. Have an awesome Thursday!

@ZackE   You forgot to list the one where QB will hold funds to make money off of it.  You know... Collect the interest that the company collects when they hold their customers funds for NO reason.  

And fyi, an email isn't always sent.  (But I think you know that) 

My funds are on hold because of a $15 NSF. I received your email with instructions to pay. This is what it says:

How to pay

• (Information removed by a moderator because it includes PII)
• If you can’t pay the full amount at this time, call or chat with us to discuss all available options.

I called the phone number on March 1 to pay, and it's been hell ever since! Your incompetent customer service agents transferred me, put me on hold, escalated my case, de-escalated my case- everything except fixing the problem. I only wanted to pay the amount owed and return to business. I still haven't paid the amount due. Everyone I talk with is clueless; honestly, I don't know what's happening. When I click on the gear icon from my dashboard and click on resolution center it shows I have no active case. So, you see my frustration? This should have been a simple fix per the email instructions. But that's QBO Support for you--it's NEVER simple. In fact, it's the most complicated, frustrating crock of crap ever!!! ( I couldn't type the real word I want to use).

Hi there, @getnickifit.

I understand how challenging this must be on your end as to why your funds are put on hold. Please know this isn't the kind of service we want you to experience. Let me direct you to the best possible help.

Before anything else, I'd like to appreciate you for contacting our support. I see that you have recently escalated cases.

With that in mind, I recommend contacting Merchant Support again to acquire updates on those cases. 

I'll share this article that contains details about funds being on hold: Why are my funds on hold?

You might also want to learn how to put payments into the Undeposited Funds account, you can read this article: Deposit payments into the Undeposited Funds account in QuickBooks Online.

Leave a comment below if you have additional payment-related concerns. I'll be willing to lend a hand. Keep safe always.

You may feel these links are helping, but I've been waiting on a phone call from merchant services since Friday, March 1. According to your agent, the call was to come within 24-28 hours. Do you know what call I received? A call to upgrade to Quickbooks Online Advanced! Freaking laughable. I'm still waiting. 

I have a client that had a change of members in her C-corp.  She tried to change the information in the merchant account and was told all she had to do was close that account and open a new one.  Now the deposits have been on hold for a week and after multiple calls was told they have no timeframe for a resolution.  Long story short, essential employees are threatening to leave and the business may have to close.  Is the the "enhanced functionality" they keep talking about?  WTF

I appreciate you for chiming in this thread, @DigitWizard.

I see that you're client's experience with the on-hold deposit and account management wasn't easy. Also, we acknowledged your client's effort in contacting our team to find a solution.

With that in mind, let me direct you to the best help possible and to further explain the "enhanced functionality".

Before that, I'll share some info about on-hold deposits. QuickBooks holds recent payments accepted to periodically review and ensure everything is alright. This doesn't mean there's anything wrong, we're obligated to protect the interests of all parties involved in the payment process.

Check out this article for more info: Why are my funds on hold?

On top of that, I recommend contacting Merchant Services again to acquire updates about your client's account progress. They have the tools to help review your client's case and check for a resolution. 

If you want to learn how to check deposit speed, check out this article: Find out when QuickBooks Payments deposits customer payments.

For additional queries about managing your payments account and deposits, don't hesitate to reply to this post. I'll always be around to help. Have a good one. 

Except this has been going on for a week.  The feedback I got from my client is the with each call she made, each support person was less informed than the previous one and each took her down the same rabbit hole of clearing cookies and rebooting computers before they got to the real issue of Intuit putting a hold on the funds.  No one requested documentation as to company ownership, which she has.  No one called or emailed requesting additional information and the supervisor she last spoke with said the timeframe for resolution was undetermined.   I sat in on today's call and to say intuit was disinterested in resolving this would be an understatement.  Now that Intuit wants to be an accounting system, a merchant service provider, a loan source, a payroll system, an HR company a bookkeeping provider, they have slipped into the abyss of doing none if well.  Read the feedback, no one is happy and directing people to articles tells me you really think you're dealing with amateurs.