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Level 1

merchant services

HELP!!! Merchant services is keeping $18k of my company's credit card payments. I have called and chatted and no one can change a phone number. Why is everything so difficult? We are a non profit charity and need our money. Merchant services does not give a flip. They tell you all of the right thing but nothing gets done. Can't talk to a supervisor or anyone who can help change a phone number????? I have provided the documents multiple times and now I have to submitted again???? 

4 Comments 4
QuickBooks Team

merchant services

Dealing with the same problem is difficult to handle as it affects your business tasks @vas4. Allow me to share more about this and assist you further in re-processing your request in our Merchant Service.

First off, have you already changed your phone number manually in your Merchant account? Before proceeding, ensure that you're logged in as the Master Admin of the account and follow the steps provided below.

  1. Sign in to your QuickBooks Payment account.
  2. Select Account, then choose Account Profile.
  3. Go to the Contact information section. Then, select Edit.
  4. Then after making changes, select Submit.

If you're unable to change the phone number manually, we may need to follow the phone number escalation process,  which may take time as they validate the uploaded documents to ensure everything is correct.

  • Send back the form it should be the entire form do not crop it.
  • Signature and phone should be hand written
  • Clear colored copy of your Valid ID

Note: Merchant has 3 business days to upload their documents. If documents aren't uploaded within 3 days, the case will be closed.

Also, there's a designated team assigned to review your request. For further assistance, please contact our payment support.

I will leave this article to Learn how to update business and account info to keep your account up to date in QuickBooks Payments...

Please let me know if you still have follow-up questions about your Merchant account. The Community and I will be around to help you. Have a great day ahead.

Level 1

merchant services

This issue has not been resolved. Nor have I received any new documentation to submit the paperwork again. Pretty frustrating that a NON-PROFIT CHARITY's money is being withheld. 

Level 1

merchant services

Nothing has been resolved. I have not received any new documentation to submit the information again since the original cases are all closed. It is pretty frustrating that a non-profit-charity's money is being withheld over a phone number and that you are unable to actual talk to a person who could help. 


QuickBooks Team

merchant services

I understand how these challenges affect your business tasks, @vas4. Let me route you to the best support available to get past this.

Since you're still unable to update your phone number. I suggest you contact our Merchant Services Team. They have the tools to pull up your account and help you receive the new document you needed for
the request.

Here's how:

  1. Open QuickBooks.
  2. Go to the Help menu, then select QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Give a brief description of your issue, then click Continue.
  5. Choose a way to connect with us:
  • Start a chat with a support expert.
  • Select Let's talk to get a live person.

You can also contact support using this link article: Contact Payments Support.

I've also included this helpful article for guidance to learn how to update business and account info for your QuickBooks Payments account: Update business and account info.

If there's anything else that I can do to help you with your merchant account, let me know. I'm always here to help. Stay safe. 

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