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Intuit

Fix rejected ACH payments or fees in QuickBooks Payments

Find out what R## codes mean and what you need to do to fix them. Here's what you can do if you have issues with customers' credit card payments.

If you have QuickBooks Payments, you can accept ACH bank transfers from customers to pay for invoices and other sales.

In the rare case an ACH payment you process is rejected, don't worry. If there's ever an issue getting ACH payments into your bank account, we'll send you an email. The email gives you a specific code, describes the problem, and guides you through what to do. Any related fees will also be in the email.

Here are the R## codes you may see in the email and what you can do to fix them.

Step 1: Learn about R## codes

Always follow the steps in the email we send you. We'll always send the most up-to-date info. Use the chart below as a reference.

Once you resolve the issues in the email, move on to Step 2.

R ##
Reject code
What the code means What you can do
R01

R09

"Insufficient funds/Uncollected funds"

The available balance in your account isn't enough to cover the fees.

Check the balance of the bank account you use to pay fees for QuickBooks Payments.

If the funds are now available, or you want to pay your fees by credit card, call us at 800-397-0707.

Please have your Merchant Account info and case number ready.

R02 "Account Closed"

The account you used for QuickBooks payments isn't active.

You need to update your bank info and change the account you use for QuickBooks Payments.
R03

R04

"No Account/Unable to Locate Account/Invalid Account Number"

The account number doesn't match the individual on the payment, or the account isn't valid.

Sign in to the Merchant Service Center.

Follow these steps to check your bank info. Make any updates you need to.

R05 "Unauthorized Debit Entry"

A business debit entry was transmitted to a member's consumer account, and the member didn't authorize the entry.

If you need to change the account QuickBooks put's money into, follow these steps to update your bank info.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

R06

"Returned at Our Bank's Request"

We (Intuit) didn't accept the payment.

You don't need to do anything. We'll work to fix the issue.
R07 "Authorization Revoked by Customer"

You previously authorized an entry but revoked the authorization. This means you stopped the deposit.

If you use a corporate account, make sure you tell your bank to accept deposits from QuickBooks Payments.

If you need to change the account QuickBooks put's money into, follow these steps to update your bank info. You can also update your account and routing numbers if you changed accounts.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

 

R08 "Payment Stopped"

You requested a stop payment with your bank.

If you need to change the account QuickBooks put's money into, follow these steps to update your bank info. You can also update your account and routing numbers if you changed accounts.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

 

R10

R29

"Customer Advises Not Authorized/ Corporate Customer Advises Not Authorized"

You told your bank that Intuit isn't authorized to debit your account and/or an entry was not authorized.

Work with your bank to authorize payments coming from Intuit and QuickBooks.

If you need to change the account QuickBooks put's money into, follow these steps to update your bank info. You can also update your account and routing numbers if you changed accounts.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

 

R11 "Check Safekeeping Entry Return" You don't need to do anything. We'll work to fix the issue.
R12 "Branch Sold To Another DFI"

Your current QuickBooks payment account info changed since your bank or branch was sold to another financial institution.

You need to update your bank info for QuickBooks Payments.

Add your new routing and account numbers for the account QuickBooks deposits payments into.

R13 "Bank Not Qualified to Participate"

Your bank can't participate in ACH or the routing number is incorrect

Sign in to the Merchant Service Center.

Follow these steps to check your bank's routing number is correct. Make any updates you need to.

R14

R15

"Account Holder Deceased"

The account holder has died (used in the event of a Representative Payee, Guardian, or trustee).

If the account holder is deceased, please send us a Death Certificate.

Depending on the bank's policy, you may need to send a letter or change the bank account completely.

Follow bank letter instructions in Step 2.

R16 "Account Frozen"

Funds unavailable due to legal action or your bank. In this case, you can't access your account.

Work with your bank and follow the proper procedures to fix your account.

In the meantime, if you have a new account you want to use, follow the steps to update your bank info.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

 

R17 "File Record Edit Criteria"

Your bank rejected some portions of this item (identified in return addenda).

You do not need to do anything. We'll try to fix this issue.
R20 "Non-Transaction Account"

Policies or regulations prohibit or limit ACH activity on your account.

Check the account you told QuickBooks to deposit payments into. Make sure it's a checking account or some other transactional account. It can't be a savings account.

In general, savings accounts only allow a limited number of daily debits.

If you need to change the account QuickBooks puts payments into, follow the steps to update your bank info.

R21 "Invalid Company Identification" The NACHA handles these issues. You don't need to do anything.
R22 "Invalid Individual ID Number" The NACHA handles these issues. You don't need to do anything.
R23

Entry refused by your bank due to one of the following:

  • Minimum or exact amount not remitted
  • Account subject to litigation
  • Transaction results in an overpayment
  • Intuit's bank not known by your bank
  • You didn't authorize payment
If you need to update your QuickBooks Payments info, follow the steps to update your bank info.

or

Your bank can call us to let us know you resolved the issue.

or

Have your bank write to us to confirm they resolved the issue. Follow bank letter instructions in Step 2.

R24 "Duplicate Entry"

The request appears to be a duplicate entry.

You don’t need to do anything. We’ll work to fix this issue.

Step 2: Contact us after you resolve the issue

After you make the changes related to the R## code, reach out to us.

Reply to the email we sent you or contact us so we can restart the deposit, or debit the blocked processing fees.

Submit a bank letter

If you need to submit a letter to Intuit from your bank to resolve an issue, there are several requirements. The letter needs to clearly state the reason the payment was rejected and that you followed the steps in the email to resolve it.

In addition, your bank letter must include all of the following:

  • Use a bank letterhead.
  • State that the issue with the account was resolved and the account is open and available for both ACH debits and credits.
  • Include your case number or Merchant Account Number (this info is in the email we send you).
  • Include your bank account number and the routing number.
  • Include a telephone number for a bank representative.
  • Be signed and dated by a bank representative.

Fax bank letters to 818-436-8291.

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