Dashboard = "! Needs Attention" in red, Invoices show "! Deposit failed" in red. Updated Bank info in QuickBooks Payments, funds received. how do I clear Attn & Invoice?

Good Afternoon, @rick_d1. 

Since you've already received the funds from the customer payment, let's try a few basic troubleshooting steps to help remove the "Needs Attention" message from your dashboard. Clearing your browser's history will help remove any errors or glitches that may be occurring in your account. Here's how to in Google Chrome: 

1. Go to the Three Vertical Dots in the top right-hand corner. 
2. Select History and then History again. 
3. Press Clear Browsing Data. 
4. In the "Time Range" section, pick All Time. 
5. Tap Clear Data. 

Afterward, log back into your QuickBooks Online account and see if the message is still appearing. Here's an extra article that may come in handy in the future: Handle a rejected or failed bank trans.... 

Should you need further assistance, please let me know. 

Thanks for your reply.  I use the Windows QBO App for my desktop, and the appears there, as well as, when I use Firefox via the web, and my colleague has same experience, he uses Safari and Chrome on a Mac.

Note: I contacted QBO Chat support, they thought everything was "OK" just wait a few days it it should clear from the Intuit Payment management system.  It has not, after a couple of weeks.

Still need help.

I've had this same problem for 3 months now.  Several chat sessions,  several phone calls to both QBO and Intuit payment services and a Forum posting here and the problem still persists.  I see many other people posting the same problem here over the past few weeks and the response seems to always be "clear your browser cache" - that is a waste of time.    Removing the transaction removed the invoice it was attached to requiring reentering the invoice from scratch.  Reapplying payment just brings back the error. 

I thought I making progress when an Intuit support person promised Engineering would fix the problem but as I mentioned the problem has still persisted for 3 months.    

Hi there, rick_d1.

Thank you for providing additional information about the issue you've encountered.

I see you've contacted our QuickBooks Tech Support to get this issue fixed. However, to investigate why the issue re-occurred, I suggest contacting them again. They have the necessary tools to review your account to see the cause of the problem. They can also verify why the Needs Attention error on the Dashboard appears both in the QuickBooks desktop app and web version (Firefox). You'll also have the option to request a callback.

Here's how:

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about the needs attention error.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

• Get a callback from the next available expert.

7. Fill in the information.

Please click this link to see different payments related concerns and articles: Help articles.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Hi ChristieAnn

It's unclear if you were replying to Rick_d1 or me but in any case is there any way you can initiate a fix to this problem with engineering.  Has any customer ever had this problem solved for them by tech support?  From my experience and what I've read it's clearly a waste of my and many customers time to be contacting tech support about this issue.    This is not an issue of our customers bank refusing the transaction but our bank refusing the transfer to them because the routing information changed on the bank account.   The routing information has since been updated for the bank account yet the error persists.

Hi @Centreweb,

Say no more, I'm here to help you get those payment transactions rolling in right away!

I understand that you've already contacted our payment support. However, calling them again is our way of helping you get this issue resolved. Since your ACH still using your old routing number, our payment support has a special tool that can help update your routing number.

You can use this link to reach out: Contact Payments Support.

I'll also share with you this handy article about automatically record QuickBooks Payments bank deposits that I'm sure you'll find helpful. It contains steps that'll guide you through process.

Please know that we're always here if you have other questions or concerns, so don't hesitate to swing by. Thanks for coming in today and I wish you have a good one.

Hi ShiellaGraceA

Payments Support said I had to contact Quickbook Online Support.  Can you give me any assurance they will be able to help when they could not a couple of weeks ago (they only made things worse)? 

Our routing number for our bank account was updated as soon as the problem was noticed months ago.  That hasn't fixed the error message. 

Thanks for sending the link to automatically record QuickBooks Payments bank deposits.

Since we use QBO I think is handled automatically - our customer's Intuit Payment is automatically credited against the proper invoice and the Credit Card processing fee is automatically being applied to a Bank Fee expense account.

Sorry  @rick_d1 I didn't mean to completely hijack your Forum thread.

Has there been a fix to this problem?    I am experiencing the same thing on QBO. 

1. I received a customer payment
2. The deposit to my bank account failed
3. I updated my banking information
4. The payment was successfully deposited into the new account
5. Two weeks later, I am still seeing the "Needs Attention" message

I cleared my browser data and the message is still there.

Please help!

Thanks for sharing the detailed steps you've performed, MisterNelson.

Since the issue persists, I recommend contacting our QuickBooks Payments Team. One of our representatives can investigate the main cause of the error message "Needs Attention" in the dashboard.

Since we’ve improved the process of getting in touch with our support, you can reach one of our agents by going to the Help menu.

Here are the complete steps:

1. Go to the Help menu.
2. Select Talk to a human.
3. Type in your concern in the Type something field.
4. Click the send icon.
5. Choose I still need a human.
6. Click Contact Us.
7. Select the Send a message button.
8. Enter the necessary details, then click Continue.

For more information about how to check when will be the payments get deposited into your bank account, I suggest checking out this article: Find Out When QuickBooks Payments Deposits Customer Payments.

Additionally, I've included an article that'll help you learn more about what to do in QuickBooks Online when a customer's bank transfer is rejected or returned: Handle a Rejected or Failed Bank Transfer Payment.

You can always post here in the Community if you have other concerns. This helps us provide an accurate solution for you.

I'm having the same problem.  I managed to remove the red "attention" from one account but the other is still there.  Since the process requires a high level degree in software comprehension, I can't remember how I removed it.  Now I am afraid to do anything because a screwed up one time.  I have been on the phone for hours for problems related to a failed ACH transfer.  Mostly I get disconnected and then can't call back on the number they provide.  If there was a Quickbooks alternative, I would be there in a heartbeat!!!!!

Does anyone have any idea how to fix this?

Let me help you from here, Evamath.

A payment fails when the bank info is incorrect. Or it has insufficient funds. We have different steps to fix this.

You can open the article provided by CharleneMae_F on how to handle a rejected or failed bank transfer payment.

If you're having the same issue, I suggest reaching out to our customer care support. This way, an agent can take a better look at your issue. 

Don't hesitate to let us know if you have other concerns. We're around to assist you. Take care!

I chatted with QBO support on Friday regarding the same issue. I'd followed the steps at https://quickbooks.intuit.com/learn-support/en-us/reverse-payments/handle-a-rejected-or-failed-bank-... to create a new invoice, post the returned payment to the original invoice then apply the replacement payment to the new invoice, but while it solved the A/R part of the equation, the "Needs Attention" message was still there even though the issue had been resolved.

According to Guy at QBO support, QBO's official solution is to delete the returned payment and delete the original invoice. I have not tried this yet, but off-hand, I am not sure if this will correct everything. I'm normally against deleting anything as a solution, but per Guy, that is QBO's solution to remove the "Needs Attention" message.

I chatted with QBO support on Friday regarding the same issue. I'd followed the steps at https://quickbooks.intuit.com/learn-support/en-us/reverse-payments/handle-a-rejected-or-failed-bank-... to create a new invoice, post the returned payment to the original invoice then apply the replacement payment to the new invoice, but while it solved the A/R part of the equation, the "Needs Attention" message was still there even though the issue had been resolved.

According to Guy at QBO support, QBO's official solution is to delete the returned payment and delete the original invoice. I have not tried this yet, but off-hand, I am not sure if this will correct everything. I'm normally against deleting anything as a solution, but per Guy, that is QBO's solution to remove the "Needs Attention" message.

I chatted with QBO support on Friday regarding the same issue. I'd followed the steps at QBO How to Handle Failed Bank Transfer Payment to create a new invoice, post the returned payment to the original invoice then apply the replacement payment to the new invoice, but while it solved the A/R part of the equation, the "Needs Attention" message was still there even though the issue had been resolved.

According to Guy at QBO support, QBO's official solution is to delete the returned payment and delete the original invoice. I have not tried this yet, but off-hand, I am not sure if this will correct everything. I'm normally against deleting anything as a solution, but per Guy, that is QBO's solution to remove the "Needs Attention" message.

As a follow-up to the above (not sure why it posted 3 time!?!), I just tried and it cleared the Needs Attention message. The steps I took were:

- Delete the newly-created invoice that was created by following the link in the post above (this is the one you linked the returned payment to) - the Needs Attention Message will disappear once this is done

- Find the original returned payment in the bank account and delete the original returned payment

- Book an AJE to DR Unapplied Cash Payment Income and CR Undeposited Funds (this is to remove the auto-entry created when the original payment is deleted)

I too went round and round with "support" and got nowhere! I was able to fix this issue this way:

Follows steps 1-4 here: https://quickbooks.intuit.com/learn-support/en-us/help-article/banking/handle-rejected-failed-bank-t...

Delete or VOID the new invoice you just created that you linked to the payment. The warning message will now disappear but your A/R and bank account amounts will be off.

This will give your customer/client a credit balance and your funding account (checking) will be credited in the amount of the reject.

Expand the "Refund a customer's overpayment or credit" at bottom, and follow steps 1-2 here: https://quickbooks.intuit.com/learn-support/en-us/help-article/customer-refunds-credits/record-custo....

In the expense, make sure to put the correct bank account (where the reject occurred) for "payment account" and the category should be "Accounts Receivable A/R", the preexisting AR account. 

Step 2 outlines tying the expense to the payment to zero out your client credit. 

This is totally ridiculous but it worked for me.

Thank you everyone, I have been going mad with the Needs Attention due to a chargeback that you have dealt with and STILL have a red alert .

QBO: fix this. It's ridiculous. Chargebacks aren't so uncommon that you should ignore the lingering Alert issue. Deleting an invoice, making a new one, and applying the original payment should be enough to remove the alert. 

Fix it. All the deleting it requires is poor bookkeeping and opens up people to creating multiple errors, hiding mistakes, and muddying their books.

This message chain is long for a reason. This QBO Function is HORRIBLE.

Agreed! This is crazy that it is impossible to fix such a common occurrence. Please fix!

I followed your steps and now i have a Cr balance in unapplied cash payments and I still have an open credit balance on the clients account; it's showing "unapplied payment"

did i miss a step?

This works!! I just cleared our "Needs attention" (no thanks to QB support)

Sorry for the blank 1st page...just scroll down

You did the Lord's work creating this PDF.  Thank you!  Absolutely absurd that QuickBooks hasn't fixed this issue over the last 3 years.  I spent countless hours on the phone with "customer service" being ran in circles on this issue until I found your post.  Thank you again!

This is brilliant, THANK YOU!!!!