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sbsseattle
Level 1

QB Merchant blocked a customer account number for ACH?

Hi,

 

I would like to know why QB Merchant blocked a customer account number for ACH payment.  I have spoken to several QB Merchant agents but none of them have the solutions and only gave me the run around and passed me from one person to another.

 

Backstory:

I have one customer who regularly do an ACH to pay his bill.  In November, he disputed the ACH charge due to their internal accounting.  After he resolved this, he gave me the go ahead to process his invoice again.  But error message (incorrect bank info or security concern) kept showing up.  The customer even tried to pay the invoice from their side (via QB invoice) but the payment didn't go thru.

I have called QB Merchant agents and have been told many things, some of them are:

- the account is PERMANENTLY (??) blocked so I need to get another account number from the customer -- the customer only has this one account ... so there is no alternative account number.

- there is a R10 flag on this account (which the agent suggested a three-way call between QB, Customer, and his bank to clear this up) -- with QB wait time of at least 30 mins ... this option is nearly impossible.

- the customer's bank's credit score is bad -- which doesn't make sense because it's a Key Bank and we have other customers we process who use Key Bank.

 

Has anyone experience this before?  What is the resolution that work for you?

5 Comments 5
Fiat Lux - ASIA
Level 15

QB Merchant blocked a customer account number for ACH?

Explore this payment service and try sending another invoice to your customer. It supports QBO

https://veem.grsm.io/veems

 

Hope it helps.

RaymondJayO
Moderator

QB Merchant blocked a customer account number for ACH?

Hello there, sbsseattle, 

 

I can see the importance of getting paid faster by your customers via ACH. Rest assured that I've got some details about the error when accepting ACH payments. 

 

The blocked account number may happen if we're not authorized to debit your account or that entry wasn't authorized. For more details, see the R10/R29 section through this article: How To Fix Rejected QuickBooks Payments Deposits or Fees. This link also provides you the complete list of codes, their reasons, and their fixes. 

 

Since your client doesn't have another bank account, I'd suggest using a different payment service as shared by Fiat Lux - ASIA above. This way, you can send the invoice to your customer through ACH. 

 

I recommend visiting this website: QuickBooks Payments Deposits. It contains the lead time when to expect your deposits for the payments you process, depending on the QuickBooks product you're using. 

 

I'll be right here to help if you have other concerns. Take care always, sbsseattle. 

debh2020
Level 1

QB Merchant blocked a customer account number for ACH?

Hi -- I have the same problem with a customer ACH payment request -- we were processing the customer's ACH payments weekly (amounts around $10,000) until one day his bank apparently blocked paying our bank for the customer deposit -- therefore, we reprocessed the payment a week later as per our customer request and it was also blocked by our customer's bank  -- customer has contacted his bank and there are no issues on the customer's bank end -- 

When we process an ACH on their account, we get the message "incorrect bank account number or security concern"  we do not receive an email to resolve our issue and cannot move forward with processing of new customer ACH's payments on his invoices -- can you assist?  Thank you for your prompt attention to this matter!  Deb

Tori B
QuickBooks Team

QB Merchant blocked a customer account number for ACH?

Hey there, @debh2020.

 

Thanks for following the thread. I understand how frustrating it can be for your ACH payments not to work properly.

 

Since you've stated that it's not on your customer's side, I recommend contacting our payment support team to ensure there's not a block happening on our back end of things. Our payment support team can review your account in a secure environment and investigate the issues of its strange behavior. I've included the steps to contact support below. 

 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Click or type Contact Us.
  4. Enter your concern, then hit Let's talk.
  5. Choose a way to connect with us. 

Please let me know if you have any questions or concerns. You can reach out to the Community at any time. Take care and have a great day!

Fiat Lux - ASIA
Level 15

QB Merchant blocked a customer account number for ACH?

@debh2020 

As a backup option, utilize MP to process that ACH payment.

https:// melio.grsm.io/quickbooks

 

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