We received a message that our payment method isn't working

Hi there, @joalarva. I'll share some information about the message you receive. 

In QuickBooks Time, there's a wide variety of reasons that may cause your payment method to not work. To verify this, I highly recommend reaching out to our Phone support team. They can pull up your account in a secure place and review the setup. 

On the other hand, you can also contact your bank to know if there are issues on their end. For reference, check out this article: What to do about a declined payment to QuickBooks Time.

I also include this helpful resource that you can use as a guide in case you need to change your payment method: Change your QuickBooks Time payment method.

Please don't hesitate to leave a reply below if you have other concerns about your billing method. Have a good day ahead. 

We tried to proceed with a payment and got (Error code: -81624) - can you give us more information on this and thanks!

Last week I signed up for Quickbooks and the initial subscription for QB Plus and QB Online Payroll Core went through. Tried to set up payroll and received the two small deposits from QB in my business checking and entered them into the payroll setup prompt. Yesterday, when speaking to a rep I wanted to add the QB Live Assisted Bookkeeping and approved for the rep to add that service. Upon adding that service a message came up that said it couldn't process the payment and to update my billing information (all of which is correct for both the bank information itself and the card associated with the account). 

I've called my bank and there is no error on their end. They saw the initial transactions for Plus and Core and the small deposits that occurred and there were no issues. 

I've also cleared my cache and overall history (not just from this week, but for all time) and also tried it in an incognito/private window. Still, the problem is not solved. 

I have been on the phone with three different people from QB support team. The first two told me to wait 30 minutes and 24 hours respectively. The last support person of the three stayed on for an hour (maybe even a bit longer) to help do things on her end (thank you, Ashley!), but couldn't quite figure out what was going on. She even had to escalate it to Level 2 (whatever internal procedures QB has to help with situations like this), and no one got back to her. 

I'm strongly considering canceling my subscription and requesting a refund because I need to process payroll (luckily, but also not so lucky only for myself) this week and this is a serious issue that I can't ignore. I would gratefully appreciate it if someone from QB would look into an internal server/coding issue to determine what is happening. I don't want to have to cancel and request a refund if this can be rectified quickly.

Please help today.

I understand how difficult this has been, KP. I appreciate your effort and patience in trying to find a fix to this issue. 

Processing payments for the products to which we're subscribed requires checking of personal information. Since the Community is a public space, we're unable to process this for security reasons. 

You might want to give our support team a chance. They have the resources to identify what's causing this issue through screen sharing. While ensuring the information shared remains secure. 

Here's how: 

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

• Start a chat with a support expert.
• Get a callback from the next available expert.

You can check out their support hours to determine availability. 

Furthermore, here are articles to help you navigate your QuickBooks accounts: 

• Manage billing, payment, and subscription info in QuickBooks Online
• Get started with QuickBooks Online Payroll

We appreciate your efforts in bringing these concerns to us, KP. Should you have any QuickBooks-related queries, comment below. Take care!