Resolve an urgent issue with your payroll account

If you see the message "Your account is on hold, contact us" when running payroll and receive an email with the subject "Important: Urgent issue with the payroll account for [Business name]," it means Intuit needs to review a specific payroll transaction. While your account is on hold, you cannot create new payroll or contractor payments.

Note: If you see a similar message but the email subject is "Payment request for failed payroll debit," refer to the article on how to Resolve NSF Hold.

Submit documents to remove the hold

Important: You must respond within two weeks of the email date. If you don't take action by that deadline, your payroll service will be canceled to protect your account from fraud.

To resolve the hold, you must provide the information requested in the email notification.

1. Locate the email with the subject "Important: Urgent issue with the payroll account for [Business name]".
2. Gather the requested documents, such as bank statements, your business license, Articles of Incorporation, or your Employer Identification Number (EIN).
   • Note: If you don't have 6 months of bank statements, send all available statements. Don't send screenshots of your available balance or account activity.
3. Ensure digital copies or photos of paper documents are high-quality and legible.
4. Upload the documents to the QuickBooks Resolution Center immediately:
   • If you have a QuickBooks Online subscription: Sign in to the Resolution Center to access your case (select Settings ⚙, then select Resolution Center).
   • If you do not have a QuickBooks Online subscription: Access your case through the Resolution Center (select Settings ⚙, then select Resolution Center).

Once the documents are received, the review is typically completed within two business days. You will receive an email notification regarding the status of the hold.

Paying workers while on hold

Pending direct deposit transactions are converted to manual checks during a hold. Funds will not post to employee or contractor bank accounts.

1. Do not run the payroll again.
2. Write paper checks to your workers for the net pay amounts.
3. Manage your tax payments:
   • Full service payroll products: Tax payments will process as normal.
   • Self-service (do-it-yourself) versions: Continue to make tax payments manually.

Troubleshooting: Missing email or case

If you cannot find the email or don't see a case in the Resolution Center:

1. Sign in to your QuickBooks Online account.
2. Go to Settings ⚙, then select Resolution Center.
3. Select Payroll.
4. If no case is listed, or if you have questions about the request,contact us.

Security tip: For information on protecting your business and worker data, visit the Intuit Security Center.