Resolve an urgent issue with your payroll account

Learn what action to take when your payroll service is on hold for an urgent issue.

If you have questions about how to protect yourself, your business, and your workers’ information, visit our security website at security.intuit.com.

What do I need to do?

If you see the message “Your account is on hold, contact us" when attempting to run payroll or contractor payments and you have an email with the subject "Important: Urgent issue with the payroll account for [Business name]", it means there’s a payroll transaction we’d like to look at.

If you see a similar message in your payroll product, but have an email with the subject "Payment request for failed payroll debit", see Resolve NSF Hold.

1. Look in your email for a message with the subject "Important: Urgent issue with the payroll account for [Business name]".
2. Once you find the email, it will explain everything you need to know and any documents you need to send. If you have paper copies, you can take photos of them with your phone. Make sure they are high-quality and clear enough to read.
3. Visit the protected QuickBooks Resolution Center and upload these documents as soon as you can so that we can finish our review.
   • If you have a QuickBooks Online subscription, access your case here.
   • If you don't have a QuickBooks Online subscription, access your case here.

Once we receive your documents, we'll review your case. You'll get an email back from us within two business days letting you know if the hold is removed.

Frequently asked questions

Here are some answers to common questions about your hold so you can get back to using our payroll and contractor payment services.

What happened to my current payroll or contractor payments?

All your pending direct deposit transactions are moved to manual checks and the money will not post to your employees’ or contractors’ bank accounts. You can pay your workers with paper checks without having to run the payroll again. Write the checks for the net amounts.

If you use our full service payroll products, your tax payments will process as normal. If you use our do-it-yourself versions, you can continue to make your tax payments.

What happens if I don’t respond?

You have two weeks from the date of the email to respond. After that deadline, your payroll service is canceled to protect your account from fraud. You need to contact us to resolve the hold and reactivate your service.

What if I didn’t receive the email?

Check the Resolution Center for a case requesting documents or additional information.

1. Sign in to your QuickBooks Online account.
2. Go to Settings ⚙, then select Resolution Center.
3. Select Payroll.

If there isn't a case, contact us.

What if I do not have 6 months of bank statements?

You can send all available bank statements.

I don’t have a business license. Can I provide anything else?

Yes, you can also provide Articles of Incorporation or EIN.

Do I need to send the available balance?

Don't send account activity or screenshots of your available balance.

Who can I contact with questions or concerns?

If you have any questions or concerns about the information we are requesting, contact us.