A support agent was helping me troubleshoot an issue and instructed me to unlink and relink by bank account. I asked if this would affect everything I have reconciled so far or payroll. He said no. Very soon after, I receive a R04 error code and direct deposit for employees failed due to NSF. Even though there are more than sufficient funds. Received an email to wire the money and the hold would be lifted. Wired the money, received an email that it was successful, hold was never lifted. Then I was told my account number was invalid even though the banking info has never been changed and has worked just fine for years. The wire they successfully received was from that very account. Regardless, I sent a bank letter which has been denied twice with no explanation or notification. I had to call and ask for an update every time. I have called QBO every single day since 9/18/25 and I am no closer to a solution.
Each rep I contact promises someone will call me or email me with 1-2 business days. I have not gotten one call or email. After reading other posts here, I see that is very common. I continue to reach out and am only able to speak to frontline help who either don’t understand the issue or are not authorized to give the solution. Either way, they deny my request for escalation so I am never able to speak to a higher tier, let alone a manager or supervisor. Customers that pay for a service are unable to speak to support that understand the service. Strange.
There are sufficient funds. My bank account number valid. The bank sent an official letter confirming it is in good standing. I’m so desperate at this point that I’m willing to close my bank account and open a new one. But even if I do that, QBO won’t let me update my payroll bank settings due to the hold. They said they are unable to update it manually. Essentially, I am being told there is no solution.
Now my payroll taxes are overdue and my business cannot operate normally. This is an urgent matter that now has about 15 unresolved case numbers and QB is leaving it unaddressed. They’re allowing me to pay for a payroll service that stopped working and telling me there’s nothing they can do. It’s concerning that QB software is so fragile that such a small technical issue is impossible to solve, thus causing serious consequences for my business. At this point, all I need is to edit my payroll bank settings since the unlink and relink seems to have undone the previous authorization. The solution is so clear. I’ve shared my screen with multiple agents who after reviewing my account details agree the solution is a simple one but are apologetic that they are not authorized to solve it.
Who do I need to speak to who CAN do something? If there is truly no solution, I have no choice but find a new bookkeeping and payroll service asap. Otherwise, I will be fined by the IRS very soon if not already.
