Payment Declined

Hello @Whittade,

Thank you for dropping here in the Community about the declined charge from your bank account. I'm here to help you figure out how you can get more information about the payment error.

Since your vendor sent a link for the bill, they may be using a third-party app for payment processing. To know more about the error, I recommend reaching out to your vendor for them to check the rejection details.

If you've already checked with your bank, and there are no restrictions that would cause the issue, the issue may be related to the account details you enter or other information.

If you're referring to Online Bill Pay, you can contact our QuickBooks Support Team. They have tools to trace the rejected payment and determine what's causing the error.

Our support for Plus, Essentials, and Simple Start is available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM PT (Saturday). For Advanced, any time, any day.

Here's how you can reach them:

1. Click the Help tab in the upper-right corner.
2. Go to the Assistant tab.
3. Click Get help from a human.
4. Choose Chat with us or Have us call you. 

Also, I've attached an article you can use as a reference in the future in viewing payment history if you'll use Online Bill Pay: Payment details and history in Online Bill Pay.

Please don't hesitate to drop a comment below if you need more assistance with vendor payments. I'm always available here in the Community space.

Thanks, the vendor sends the invoices using a link to connect.intuit.com, not sure on the exact process as we don't invoice our clients that way.  I wasn't sure how to contact QuickBooks support as this isn't an issue on my account and I doubt they would be able to talk about someone else's.  the issue seems to just be that Intuit is unable to process the payments from my Bank Of America accounts but they go through fine from the PNC accounts.  Because the website doesn't give any useful error message I can't tell where the process is failing.  Is it a bank account/rtg number mismatch, if I should be entering it as something other than business checking, if it's actually a problem at Bank of America despite them claiming it's not :-).  I've seen this issue in a couple of other places on the forums but there was no solution in any of the posts, we need intuits help to debug as you guys can see the transaction logs.

Thanks!

I am having same issue and I will add that I have been successfully paying this vendor all along until this last 2 invoices. I called the vendor, she said call intuit- been on hold for LONG time.  plenty of funds, no record of attempt at bank end, that tells me the data transmission is not going through intuit successfully...   

Hello there, menotyou. Let me help and share some information about the declined payments.

It's possible that your bank is sending you an update, which explains why the funds aren't going through. You can check with your bank for any alerts or notifications regarding those declined payments.

Also, I recommend reaching our QuickBooks Support team using the steps provided by my colleague AlcaeusF above. This way, our team can investigate further why you are unable to process those payments.

Let me add this article for future reference: Pay bills in Online Bill Pay.

You're welcome to comment below if you have other concerns or follow-up questions about processing vendor payments in QuickBooks. I'll be around if you need me. Enjoy the rest your day.

Hi Archie,

I think you're misunderstanding what is happening.  This isn't paying FROM my quick books account (which is what the links you posted relate to), this is a vendor sharing an invoice from their account that I then click on an email link that takes me to an intuit payment webpage to enter my bank account details.  I've seen this issue elsewhere on the forums, so I know it isn't just me, it does seem to involve bank of America in several of the cases I've seen.  The problem really is you can't contact support as this isn't to do with your quick books account, and your vendor can't because they need your details to be able to recreate the error.  What we really need is a more useful error message that explains what failed and what the error codes were.  The one now basically doesn't provide the information to find out where the failure is and therefore who can fix it.  Is it possible to have a support analyst attempt to recreate this issue in a UAT or Dev environment where they can capture the logs to see where in the transaction the failure is happening or perhaps provide a production link with more verbose logging where we can step through the process to debug?

Thanks for getting back to us, Whittade.

Allow me to chime in and help ensure this is taken care of for you.

If your vendor is using a third-party app for payment processing, as mentioned by my colleague above, I suggest reaching out to them to know more about the cause of the error.

On the other hand, if they're not using a third-party app, I highly suggest contacting our Support team again. They have tools such as screen-sharing (remote access) that can check the error that you're getting and verify its cause. They have also perform some troubleshooting steps if necessary.

Please refer to these to reach them:

• If you're using QuickBooks Online (QBO): QuickBooks Online Support.
• If you're using QuickBooks Payments: Contact Payments or Point of Sale Support.

In the meantime, I recommend visiting our website for more tips and other resources you can use in the future: Self-help articles.

Please post again or leave a comment below if you have more questions about this or anything else. I'll be more than willing to help. Stay safe.

seeking update- I worked with vendor who said others are having the issue and it would resolve. waited 5 DAYs, tried again today and still I cannot process payment. now I am 3 invoices behind and my account status is at risk with vendor.  Can I get a call with you guys and vendor or what? how can I get some relief- have paid many invoices like this in the past... never an issue.  BTW- no issue on the bank end... plenty of funds and no policy prevent this payment as they have accepted this form of payment many times.  thanks.

I appreciate you for sharing  your experience with us, menotyou.

The nature of your concern requires help from our Online Bill Pay experts. I suggest reaching out to our Online Bill Pay Support for they can help review and investigate what's preventing the payment process.

You can read more about the online bill pay feature in QBO through the following articles:

• Pay bills in Online Bill Pay.
• What is Online Bill Pay?

Reach out to me if you have any other questions. I'm a few clicks away to help. Have a good day!

I thought I'd share my experience after over an hour talking to quick books support via chat.  Long story short, they don't care.  I literally did a screen share, walked them agent through the issue, they then tried to tell me I had to talk to bill.com.  Now bill.com might be the underlying processor for intuit.com pages (I have no idea) but if that's the case Intuit own the B2B relationship, not me.  You guys would need to contact them.  They then tried to tell me my vendor has to call in, even though this is an issue affect 2 vendors for me and several other clients and vendors on the support forums.  After telling me that the agent then told me that they don't provide vendor payments (despite it being an intuit.com webpage, AND there being intuit and quick books branding on the page).  As a last I asked the agent to confirm that the they don't provide support to payment users at intuit.com and that they don't provide payment services it is actually bill.com.  The agent dodged that question and then said that the vendor had to call in, even though this clearly isn't a vendor issue but a client issue.  So as a plea to the forum members from intuit.  Is there ANYONE that can help with this?  Are Intuit really claiming that they don't support their product and that they don't actually provide services at Intuit.com/  Can someone please look into this?  More than happy to walk someone through the issue in detail as I really need it resolved.

I have the full chat log I'd be happy to upload showing the agent going in circles and basically refusing to help.

I can see that you've been through a lot to resolve the payment issue, Whittade.

I know how challenging it is to go round in circles or don't know who to reach out to fix the issue. I'm here to clear up the confusion and route you to the right support to resolve your bill payment issue.

When it comes to client-vendor-related payments, we use a different electronic service. In your case, it's Online Bill Pay, as my colleague shared above. With that, Intuit is responsible for all Online Bill Pay support. Thus, I'd recommend reaching out to our Phone support so we can check the status of your payment further. From there, they will take appropriate action.

You can contact us through the ? Help icon. Then, select Have us call you.

Feel free to browse these references that have detailed information about Online Bill Pay:

• What is Online Bill Pay
• Pay bills in Online Bill Pay

You can always post a reply if there's anything that I can help with your payments issue.

Thanks I appreciate that, is there a particular number I should call to get to them?  I expect to get another invoice early next week and I can call them about that one so we can work through the issue together.

Hello @Whittade,

I appreciate you for keeping in touch with us here in the Community about the issue when paying using your Bank of America (BOA) account. I've reviewed the thread from the top and was able to read your response to my initial post on this thread.

I would feel the same if I'm having a hard time figuring out who to contact or how to identify the cause of the payment rejection. Allow me to chime in and provide clarification about how you can resolve the problem with the payment.

Since the link shows an Intuit web address, your vendor is using our payment service. Yes, you're right. It's not an issue with your account, and you're only making a payment to the vendor via the link sent to you.

There's no way for you to determine the cause of the rejection by yourself. You'll need to inform the vendor so they can check on their account if the details of the first attempt of paying the invoice are showing.

You're a customer of your vendor and they're sending an invoice for you to pay. If the rejection details are unavailable on their account or there are no details about the error (from the attempt of paying using BOA), have them contact the dedicated support team.

If your vendor is using our Merchant Service, the correct support is QuickBooks Payments. They can review the payment transactions, like the logs from the failed attempt to successful payment: Contact QuickBooks products and services Support.

Also, you mentioned there's no problem with your BOM account. I recommend you review your bank details and make sure you're entering the correct information.

The details you enter should be the exact bank account and routing number. For the bank type, you'll need to verify it with your financial institution if it's a Business Checking account.

To track business expenses, you can use the Bill and Bill Payment functions. For more details about the process, visit this article: Enter bills and record bill payments in QuickBooks Online.

Get back to me if you have additional questions about processing the payment. I'll be sure to assist you in this public space. Have a great day.

hi @AlcaeusF 

Thanks for the follow up.  I checked with my vendor, they do not get an error message, it seems that the payment is failing silently not contacting either my vendor or bank.  This issue ONLY occurs when I pay with one of my Bank of America accounts, it does not happen if I use my PNC account, I just tried that and the vendor received the payment without issue.  That means it is practically impossible for the vendor to get this debugged.  If he calls support (which he's not willing to do without having something to tell them) he has no error message and no way to recreate the issue.  I can recreate the issue consistently, I know the account details are being entered correctly, I've tried multiple times, including pasting details direct from my banks website.  I also tried with multiple business accounts at BoA.  At this point the only way we are going to resolve this is for someone from Quickbooks payments to walk through the process with a person trying to pay from a BoA account.  For the record I am a QBO user, we have multiple company accounts and use your payroll though not the payments service, otherwise I'd make an invoice up so I could call support and get this fixed.  I'm also more than happy to give my time to get this resolved walking through it as ultimately fixing this is the last step until I can close my old bank account.  Unfortunately my vendors (there are 2 where the same issue occurs) can't really get it fixed because they're not the ones having the issue.

Open to your suggestions on how to proceed?

I want to ensure this gets resolved for you, @Whittade.

To further investigate why you're having an issue when making a payment using your Bank of America account, I recommend reaching out to our Customer Care Team again. I understand that you already contacted them before but they're the best support group who can further check on this matter with their tools which I'm unable to do here since this is a public forum.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future help, here are some articles that you can visit if you need additional guidance and references about vendor-related transactions: 

• Run a Report with Vendor Totals 
• View Vendor Transactions 

Don't hesitate to let me know if there's anything else you need help with. We're here to help you in any way. Have a good day!

@MirriamMwhile I appreciate your reply, it kind of makes me very angry.

You seem to be saying that you understand that yesterday I spent over 90 minutes talking with agents, one of whom told me I had to contact bill.com, which was untrue.  Your solution to this seems to be that I should try again and hope that today I get an agent with the right training and/or attitude to solve my problem.

There are 2 key problems with this:

First you seem to misunderstand your audience.  I like most of the people coming to this board am a small business owner.  I simply don't have time to spend 90 minutes everyday contacting support on the dice roll that I will get an agent that can help

Secondly this implies that your agents are inconsistent and it is luck of the draw if they will help a customer, the solution to this is of course better training and structure in the support group, NOT requiring your clients to try their luck to get a good answer.

Let me propose a better solution.  As Intuit has my contact details (it is a requirement to register for this board) you guys find an agent that can help and have them contact me.  I feel like I've already done everything I can to get help through the normal channels and came to this board as a cry for help as your support team basically told me things that were not true to they could close the support ticket.  Please have someone contact me as soon as possible so we can address the issue.  Let me know if you would like me to post the chat transcript (with personal details redacted) so you can see just how bad it was.

Thanks!

I have been dealing with the same issue for weeks and it’s 100% an issue with an error in their code and programming at Intuit/Quickbooks. It’s an error that they clearly aren’t resolving and given the amount of people being affected and subject to late payments, seems like a class-action lawsuit is the only way to get their attention.

Did anyone get this resolved? I've been dealing with this issue and have spent countless hours on the phone with my bank and quickbooks and it's still not resolved. 

@Mohammn @Whittade Did either of you get this resolved? I've been dealing with it for a month now with countless hours with support on the phone and no luck so far. 

We don't want you to feel this way, @montanauser406.

I understand the importance of paying your vendor.  I can share some information about the possible reasons why you'll get a declined status on your QuickBooks Payments.

Usually, this happens because of the following:

• Invalid account number
• Expired credit card
• Overlimit or past due
• General decline, no other information provided by the processor
• The issuing bank will not electronically authorize the credit card
• Billing Address in QuickBooks Online does not match the address on your statement
   

That said, here are some tips and steps you can take to resolve the issue:

• Make sure the credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
• In addition to the credit card number, you need to enter a verification code. For most cards, like Visa, Mastercard, and Discover cards, it's the 3 digit code on the back of the card. For American Express, it's the 4 digit code on the front of the card.
• Make sure there are no special characters or spaces in the credit card number or other data fields.
• Use the customer's address from the US USPS website.
   

For additional instructions, feel free to read the details from this link: Fix customer's declined credit card payments.

If none of the solutions work for you, I highly suggest contacting our QuickBooks Payments Support team. They have the tools that can pull up your account in a secure environment, and verify what's causing this issue.

Here's how to reach them:

1. Click the Help menu in the upper-right-hand corner of your QBO account.
2. Type in "Talk to a human" in the chatbox, then press Enter.
3. Choose Get help from a human.
4. Tap Chat with us or Have us call you.

Also, to know more about QuickBooks Payments, feel free to check out the information from these links:

• QuickBooks Payments Deposits FAQ
• Find out when QuickBooks Payments deposits your money

Please let me know how it goes by leaving a comment on this thread. I'm only a post away if you have any follow-up questions about processing payments. Have a good one.

@montanauser406 

Consider having a backup payment processor. If you are running a B2B company, you can utilize one for free to integrate with QBO.

This is beyond frustrating! I came here because i having the same issue with one of my customers. They have been able to pay each month and suddenly they are getting declines. Same checking account, same invoices, same QB...I thought i was doing something wrong, but reading this thread tells me that we are all fine, but QB doesnt know their products!

How should we get this issue resolved?

Hello there, @pursuedsloth.I recognize the urgency of this matter, and I'm determined to help you get this sorted out as soon as possible. Our engineers are aware of this issue and are doing their best to come up with a solution to get this issue fixed.

What I can do is I can input the steps below so you can get in touch with our Customer Care Team. This way, they can add you to the list of affected users, and you'll receive an update once a resolution is available. To begin, here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Select or type Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:

• Ask the community to get help from businesses like yours.
• Start a chat with a support expert.

For more information, please see this article: Contact Payments or Point of Sale Support.

Additionally, I've got you this article to help you manage payments in QuickBooks: Take and process payments with QuickBooks Payments.

@pursuedsloth, feel free to get back to me if you need further assistance with this. I'll be here in the Community space and ready to help you again. Take care!

I am having this exact same issue. I am an Accountant User and one of my clients cannot pay any of his vendor's invoices using his Bank of America account number and routing details. We initially thought it was an issue with the way BOA had set up his account so he just opened a brand new account with everything corrected on BOA's side. He has tried to pay one of the vendor invoices (sent to him from his vendor's QBO account) using new BOA account and routing number and it is saying "Payment declined". We have quadruple checked that we are using the correct account and routing numbers. We have tried paying it on different computers (my laptop, their laptop, a cell phone). Nothing works. This is truly beyond frustrating at this point because I have spent many many hours on the phone with QBO support trying to figure out what is causing the payment to decline. My client has also spent a lot of time with me trying to trouble shoot this issue. It appears, based on this forum thread, that for whatever reason, QBO cannot process a bank transfer payment from a BOA account which is pretty absurd because BOA is a huge bank. The QB support person I spoke with today (for 45 minutes) did not see any outstanding tickets or issues open about this - but it sounds like there absolutely should be an open ticket since others are having issues and have also called support (multiple times). QB Support - what is this status of getting this resolved?? 

I appreciate you for providing details about your concern, @ktj1390. Know that I'm determined to help you get this sorted out as soon as possible.

 As I've checked here on my resources, your query has already been escalated, and a representative from our team will reach out to you shortly. You can expect a delay due to the Thanksgiving holiday, but rest assured, we'll keep an eye on the case and will gladly provide updates if a resolution is available.

The Community got you covered in case you need status updates regarding the escalation. You can also post here again if you have any additional QuickBooks-related concerns or need help performing specific tasks in QuickBooks. I'll be here, and I'll make sure to respond right away to assist you. Take care, and have a nice day!