Running payroll can become stressful when QuickBooks displays the message “Your account is on hold, contact us.” If you also receive an email with the subject “Important: Urgent issue with the payroll account for QAsolved” QuickBooks may have placed a temporary hold on your payroll account while a specific payroll transaction is reviewed.
During this review, you may be unable to create new payroll or contractor payments. This can appear as a QuickBooks Payroll Not Working Issue,, but the problem may actually be related to an account verification or security review rather than a software malfunction.
The fastest way to resolve the hold is to review the email, gather the requested documents, and submit them through the QuickBooks Resolution Center.
Important: You should respond within two weeks of the date shown on the email. Failing to provide the requested information within this period may result in cancellation of your payroll service to help protect the account from potential fraud.
Why Does QuickBooks Payroll Stop Working?
QuickBooks may temporarily restrict payroll activity when additional information is needed to verify a payroll transaction or protect an account.
When this happens, you may notice that:
- New payroll payments cannot be created.
- Contractor payments may be unavailable.
- Direct deposit transactions may not reach employee or contractor bank accounts.
- QuickBooks may display an account-hold message.
- You may receive an email requesting business or banking documents.
Before assuming that your payroll software is permanently broken, check your email for a message concerning an urgent payroll account issue.
Check for an NSF Hold
There is an important difference between an account review and an NSF-related hold.
If the email subject says “Payment request for failed payroll debit,” the issue may be related to a failed payroll debit or insufficient funds. In that situation, follow the appropriate instructions for resolving an NSF hold instead of the account-review process described here.
How Can You Resolve the QuickBooks Payroll Not Working Issue?
If your account is on hold because QuickBooks needs additional information, follow these steps to submit the requested documents.
1. Find the Payroll Account Email
Search your inbox for an email with the subject:
“Important: Urgent issue with the payroll account for QAsolved”
Read the message carefully because it should explain what information or documents are required for the review.
If you cannot find the email, check your spam, junk, promotions, or other filtered folders.
2. Gather the Requested Documents
The information requested can vary depending on the account and transaction being reviewed. You may be asked to provide documents such as:
- Business bank statements
- Business license
- Articles of Incorporation
- Employer Identification Number (EIN) information
- Other business verification documents
Make sure the documents are current and clearly show the requested information.
If you do not have six months of bank statements, provide all the statements you currently have available.
Do not submit screenshots showing only your available balance or account activity. Provide complete statements or the specific documents requested in the notification.
3. Make Sure Your Documents Are Readable
Before uploading your documents, check their quality.
Digital files should be clear and complete. If you are photographing paper documents, make sure the entire page is visible and that the text is easy to read.
Poor-quality images, missing pages, or blurry information can make the review more difficult and may delay the resolution of your payroll account hold.
4. Upload the Documents Through the Resolution Center
After collecting the requested information, submit it through the QuickBooks Resolution Center.
If you use QuickBooks Online, sign in to your account and open Settings ⚙, then select Resolution Center.
Locate the payroll case and follow the instructions to upload the requested documents.
The Resolution Center allows the appropriate team to review the information associated with your account and determine whether the hold can be removed.
How Long Does a QuickBooks Payroll Account Review Take?
After QuickBooks receives the requested documents, the review is typically completed within two business days.
You should receive an email with an update about the status of the account hold.
Keep checking the email address associated with your QuickBooks account so you do not miss an additional request for information.
If the review requires additional documentation, provide it as soon as possible to avoid unnecessary delays.
What Should You Do About Payroll While Your Account Is on Hold?
An account hold can affect how payroll payments are processed. If a direct deposit transaction is pending when the hold is placed, it may be converted to a manual check.
The funds will not be deposited into the employee’s or contractor’s bank account through direct deposit during the hold.
Do Not Run the Payroll Again
One of the most important things to remember is not to run the same payroll again simply because the original direct deposit has not reached the worker’s bank account.
Running payroll a second time could create duplicate payments or other payroll complications.
Instead, follow the instructions for handling the pending transaction.
Pay Employees or Contractors by Paper Check
If direct deposit is unavailable because of the hold, write paper checks to your employees or contractors for their appropriate net pay amounts.
This allows you to continue paying workers while QuickBooks reviews the account.
Continue Managing Payroll Taxes
Your tax-payment responsibilities may depend on the type of QuickBooks payroll service you use.
For full-service payroll products, tax payments generally continue to process as normal.
For self-service or do-it-yourself payroll products, you may need to continue making payroll tax payments manually.
Make sure you understand your tax deadlines and continue making required payments on time.
What If You Cannot Find the Payroll Email?
Sometimes users experience a QuickBooks Payroll Not Working Issue because they cannot locate the email explaining why their account has been restricted.
If you cannot find the notification, sign in to QuickBooks Online and go to:
Settings ⚙ → Resolution Center → Payroll
Look for an open payroll-related case or request for additional information.
If you see a case, open it and review the instructions carefully.
If no case appears, or the information shown does not explain the payroll restriction, contact QuickBooks support for assistance.
What If There Is No Case in the Resolution Center?
If you have searched your email and checked the Resolution Center but cannot find a related case, avoid repeatedly attempting to run payroll.
Instead, contact QuickBooks support and explain that your payroll account is on hold but you cannot locate the associated case or email.
Have your business information and any relevant payroll details available so the support team can help identify the issue more efficiently.
How Can You Avoid Further Payroll Delays?
Although not every payroll account hold can be prevented, keeping your business information accurate and maintaining complete financial records can make account verification easier.
Consider these practices:
- Keep your business and banking information current.
- Maintain complete bank statements and business documents.
- Monitor the email address connected to your QuickBooks account.
- Respond promptly to account verification requests.
- Avoid submitting blurry or incomplete documents.
- Do not submit duplicate payroll transactions while an existing transaction is under review.
- Keep track of payroll and tax deadlines during an account hold.
These steps can help you respond quickly if another account review occurs.
Protect Your Business and Payroll Information
Payroll records can contain sensitive employee, contractor, and business information. Only provide documents through trusted QuickBooks or Intuit channels and carefully review where you are uploading financial information.
Be cautious of unexpected emails requesting passwords, banking credentials, security codes, or other sensitive information.
If you are unsure whether a payroll-related email is legitimate, verify the request through your QuickBooks account or official support channels rather than clicking suspicious links in an email.
Final Thoughts on the QuickBooks Payroll Not Working Issue
The QuickBooks Payroll Not Working Issue caused by an account hold can prevent you from creating new payroll or contractor payments, but it does not necessarily mean that your payroll service has permanently stopped working.
Start by finding the email titled “Important: Urgent issue with the payroll account for QAsolved.” Review the requested information, gather clear copies of the required documents, and submit them through the Resolution Center as soon as possible.
Remember that you should respond within two weeks of the email date. While the account is under review, do not rerun pending payroll. Instead, follow the instructions for manual checks and continue handling payroll tax responsibilities according to your payroll service.
If you cannot locate the email or a related case in the Resolution Center, contact QuickBooks support for help with the account review.
FAQs
1. Why is my QuickBooks Payroll not working?
QuickBooks Payroll may stop processing payments when your account is placed on hold for a transaction or security review. Check your email and the Resolution Center for instructions.
2. What does “Your account is on hold, contact us” mean in QuickBooks Payroll?
It generally means QuickBooks needs to review specific information related to your payroll account or a transaction before allowing new payroll or contractor payments.
3. How do I fix the QuickBooks Payroll Not Working Issue?
Find the payroll account review email, collect the requested documents, and upload them through the QuickBooks Resolution Center. Respond as soon as possible to avoid additional delays.
4. What documents may QuickBooks request to remove a payroll hold?
Depending on the review, you may need bank statements, a business license, Articles of Incorporation, EIN information, or other business verification documents.
5. How long does a QuickBooks payroll account review take?
After the requested documents are received, the review is typically completed within two business days. You should receive an email with an update.
6. Can I run payroll again while my QuickBooks account is on hold?
No. If a payroll transaction is already pending, running payroll again could potentially create duplicate payments. Follow the instructions provided for handling the pending transaction.
7. How can I pay employees while QuickBooks Payroll is on hold?
Pending direct deposit transactions may be converted to manual checks. You can write paper checks for the appropriate net pay amounts while the account is being reviewed.
8. What should I do if I cannot find the QuickBooks payroll hold email?
Sign in to QuickBooks Online and check Settings → Resolution Center → Payroll. Also check your spam or junk folders for the account-review email.
9. What if there is no payroll case in the Resolution Center?
If you cannot find a case or do not understand the request, contact QuickBooks support and explain that your payroll account is on hold.
10. Is a QuickBooks Payroll account hold the same as an NSF hold?
No. An account-review hold and an NSF hold can have different causes and resolution steps. If your email mentions a failed payroll debit, follow the instructions specifically provided for the NSF-related issue.
11. Can QuickBooks cancel my payroll service if I do not respond?
If you receive an account-review email requesting documents, you should respond within the stated deadline. Failure to provide the requested information may result in cancellation of the payroll service.
12. How can I prevent future QuickBooks Payroll problems?
Keep your business and banking information accurate, maintain complete financial documents, monitor your QuickBooks email notifications, and respond promptly to verification requests.
