Payment on hold

Hi there, jobeari.

Online customer payments might take a while before they're deposited into your account if the transactions are under review. This is to ensure everything is correct and to protect the interests of all parties involved in the payment process.

You'll receive an email with detailed instructions on what additional information is needed in order to complete our review. Usually, this will take 2 business days for the review to be completed. Please read through this article for more information: Understanding Payment Holds. 

Thanks for your patience while we're still reviewing your account. Take care!

I understand it can take a week to 10 days.  But seriously....270 days seems like a bit much.  If the customer's account has been debited and I haven't received the money in my account, then where is it?  It's one thing if this was a few dollars, but we are talking $4,300.

As far as supposedly receiving an email, this happened on 4/1/21 and here we are on 4/14/21 with no email, no explanation, just a "warning, take action" alert on my Quickbooks account.  Obviously this takes more than a couple fo days to review.  

Again, this all seems very sketchy.  I think I will stick with PayPal and Venmo.  Haven't had any problems with either of them.

Did this ever get resolved. I am having the same issue. They won’t refund my customer and won’t release the funds to me.

Hi, criscat.

Concerning refunds, I would suggest reaching out to our Merchant Services Team. They can pull up your account and can answer specific questions regarding your refund issue. You can refer to this link on how to contact them: Contact Payments Support.

Also, here are payment-related articles for additional information:

• Find out when QuickBooks Payments deposits customer payments.
• Why are my funds on hold?

You can always get back to us if you need anything else. The Community is always here to help.

I did that already and did not get any help

I too am in the same boat nobody has answers and waste my time waiting and waiting. They ask some very non important and sketchy questions like do i advertise??? Whats it to you?? They sent a link to some other webiste who asked for my ss# umm prob not going to give you that i already gave it to you on the qb site along with banking info. Then they send you somewhere eles again waiting for no answers. 

My customer payment was put on hold. I also experienced spending many days in chat being transferred. Eventually I was advised that the customer could report the charge to their bank and be refunded. So I advised the customer and closed the account as my business cannot survive without accepting payments for 270 days. QuickBooks had the audacity to send me to collections for the charge. I explained that I never received the payment because it was on hold. No one took my calls or called me back. Now I am fighting the credit bureau. Quick books is terrible and I do t recommend it to anyone. 

Did this get resolved? I too had the same thing happen and am faced with a collection agency hounding me. 😳

Thank you for your comments. Did you find a solution? Thank you 

Intuit is holding my fund. My customer made 2 payments, first payment was sent to my account, the second payment was held back by intuit. Intuit flag my account and closed my account. I keep calling intuit payment department without any answers. The risk department has been contacted as well as the back office, several escalations has been raised and still no resolution. My customer is going to sue me thinking I am scamming them but it’s intuit holding funds. I keep getting email to verified my account and send proof my account is valid, however, since my account was closed I am unable to send any information. Intuit is stealing money from their customers.
Main escalation number 1589976006

Intuit is holding my fund. My customer made 2 payments, first payment was sent to my account, the second payment was held back by intuit. Intuit flag my account and closed my account. I keep calling intuit payment department without any answers. The risk department has been contacted as well as the back office, several escalations has been raised and still no resolution. My customer is going to sue me thinking I am scamming them but it’s intuit holding funds. I keep getting email to verified my account and send proof my account is valid, however, since my account was closed I am unable to send any information. It’s been over 35 days and the payment department CANNOT tell me when the funds will be send back to my customer. Intuit is stealing money from their customers.
Main escalation number 1589976006

So ridiculous! I've been QB payments customer for several years in multiple companies and have never had a problem until this week. They have withheld $18000 worth of payments and I've talked to support multiple times without a resolution. Time to switch! AVOID INTUIT PAYMENTS!!

This is BS. QuickBooks is committing thievery by holding MY MONEY!!!

Hi there, Skaught.

Thank you for visiting the QuickBooks Community. I can see how important it is to receive customer payments on time. With this, let me share additional information about why are funds/deposits on hold and how to fix this. I'll also ensure you'll be routed to the right support team to assist you further on this matter.

Once you have QuickBooks Payments to take and process payments in QuickBooks, we regularly review payments to ensure everything is in a shipshape. If you see the word "Withheld" in the Method column or the On Hold status, this means that the payments are still being reviewed to prevent any fraudulent activities on your account.

Also, you'll get an email at the email address you use to sign in to the Merchant Service Center once the deposit is ever on hold. That said, I suggest making sure that you read the email and it will provide you specific steps to fix any issues. You may refer to this article to see additional information: Why are my funds on hold?.

However, if the payment/deposit is still not deposited within the given length of time, I suggest contacting our Merchants Services Support Team. This team is the best resource for such inquiries, as they're able to request account information. They can also verify the status of the payment too and investigate why it wasn't deposited into your account yet.

Lastly, I'm adding this article if you need help in changing where QuickBooks Payments deposits your money: Common questions about payments deposits in QuickBooks Online.

Please click the Reply button below if you have additional questions about the customer's payment in QBO. I'll be more than happy to assist you again, Skaught. Have a great day and take care always.

Same with me

Quick Books are a complete waste of time

Happy to take there fee but not happy to pay you the money when its due even after review 

There are thousands out there like us who are chasing a lying company who don't answer why and just bounce you round people on minimum wage who have absolutely no idea and just want you off the phone and out of their hair

In reality they could not care whatsoever

Same with us . There’s nothing in resolution center. We have been told many different things . On Friday we were told the funds would be released Tuesday 2 hours later another rep called and said we needed to refund the client via reverse the charge which doesn’t work. They’ve had the clients money since December 5th with resolution. It’s a very large payment and our current project is at a stand still due to it. Customer is mad at us and are hands are completely tied 

Hello there, Jrandall83.

I would want to receive the funds as soon as possible so I can take care of the payables and check my cash flow. With that said, I'll ensure you'll be routed to the right support team to assist you in receiving the customer's payment. 

Please know that we always review payments to make sure everything is right. This is the reason the funds are on hold. This benefits everyone by protecting the interests of all parties involved in the payment process.

Since there are no document requests and questions from the Resolution Center and the funds still haven't been released, I recommend contacting our Merchants Services Support Team. They're the best support group for such inquiries as they can request account information. They can investigate why funds haven't been deposited into your account yet.

In case you need steps on how you can modify where QuickBooks Payments deposits your money, you can read this article: Common questions about payments deposits in QuickBooks Online.

You can mention me anytime if you have any other concerns or questions about the customer's payment or funds that are on hold. I’ll get back to you as soon as I can, Jrandall83. Have a good one and take care always!

We’ve called we’ve emailed we’ve been told it’s going to be released then nope never mind every single time we get a different story . Aside from the normal automated emails there’s been nothing said on how to get the money. It’s literally destroying our small business. I’ve had to use all my bill and Christmas money to pay contractors on the job as you guys keep giving us the run around. 

OMG, I am going through the same thing! The only difference is when I was on the phone with a QB supervisor and he was telling me 3-5 days now, I got an email that my payment merchant account has now been closed. When I asked what this meant, he said we went out of their parameters and that I wouldn't get our money for 60-90 days. This is unacceptable! We are a small business and need our funds. I cant find another phone number to call anyone. I used to love quick books but not any more!

Hi there, charlene4.

I understand that getting paid quickly is a priority for you. And I want to ensure this gets resolved. Since this is a public forum and we don't have visibility in pulling up account information, I recommend contacting our Merchant Services Support Team. They have the necessary tools to pull up your account in a secure environment and determine what are those emails for.

To reach them, click the Chat with us link or get the phone number in this article: Contact Payments or Point of Sale Support. Then, go to the QuickBooks Payments section.

For more details on viewing your sales transactions' status, refer to this article: View sales transactions.

If there’s anything else I can help you with concerning QuickBooks, please feel free to visit us again. Have a great day!