Is anyone else frustrated by the metadata that is appearing the face of the 2018 W-2 s? Quick Books tells me it is their internal client number. I really don't care what the number represents, I just don't want to field thousands of calls from my client's employees about what this number represents and what they need to do with it when they prepare their returns.
Quick Books says that they are looking into it and have received a number of complaints about this. I have asked for a date when this will be removed from the face of the W-2 s and I can't get a straight answer. I also can't get a direct dial that I can direct the thousands of employees to call when they have questions.
My clients want to know when the correct W-2 s will be available. Quick Books - what date would you recommend that I give them? Everyone that I talk to on the support line seems surprised that these are required to be postmarked by 1/31 which is quite concerning.
Hello there, ClaudiaWest.
Let me start by saying how much I appreciate the time you spent to post your concern here in the Community. I want to help share what I know about the unique control number.
Right now, we don't have a specific turn around time yet as to when this will be available in QuickBooks Online. I'm on the process of sending feedback through our internal product enhancement list that we send to the product developers.
You can direct your clients' employees to our Chat Support for any questions related to the form (click the Live Chat option):
Thanks for coming to the Community. I wish you continued success in all you do.
Could you please provide a direct dial? We ordinarily do not email with client's employees as we do not have the resources to vet the legitimacy of each sender. We want a phone number to Intuit that we can put in the envelope along with the W-2 when the inevitable questions arise.
We won't be able to contact you through this forum for security purposes, Claudia.
Instead, you can reach out to our Payroll Phone Support Team. They have the tools to pull up your account in a secure environment and provide further assistance regarding your concern.
You can always post in Community if you need anything else.
James - I have called support several times with regards to this matter and they seem to be unable to provide me with a phone number that I can distribute to my client's employees. If you can't share that number on a public forum, could you please send it to me through a private message?
Thanks for getting back to me, Claudia.
You can attach the phone number (that you use when reaching out to our phone support team) to the envelope along with the W-2s. Our phone support team is affiliated with Intuit and can provide answers to your future concerns.
In the Community forum, we have accountants, product users and developers, advisors, and Intuit employees that can help you in the times of needs.
Let us know if you need anything else.
Just to confirm, you would like my clients' 1000 + employees to call [removed] to ask your support team about why your client ID is appearing on the face of their W-2s?
Hi there, ClaudiaWest.
It would be inconvenient for your client's employees to reach our Phone Support Team during the tax season. Instead, You can let your client send an email attaching this community post about the client ID on their W-2: https://quickbooks.intuit.com/community/Employees-and-payroll/Using-QBs-Online-to-prepare-W-2-There-....
If they have other questions, they are always welcome to post here in the Community.
I'll be around if you have any additional questions about QuickBooks. Thanks.
Hi - unfortunately my clients' typically don't email with their employees so this would not be a viable solution. We really need an insert that will accompany the mailed W-2s. Please provide the appropriate contact information to Intuit so that we can begin to distribute the W-2s.
I understand that Intuit does not want to field these calls, but frankly, neither do we (or our clients). You really should have corrected this error in November when you were doing your beta testing.
Hi there, @ClaudiaWest.
Allow me to chime in the conversation and share the update about this issue.
At this time, we can't confirm the specific turn around time when the correct W-2 s will be available. However, I just want to clarify that this number's printing in Box E is working as designed in QBO and that the W-2 would be accepted by both SSA and IRS upon submission.
If some of your clients are getting errors when attempting to e-file the W-2 form, due to the 7-digit number populating on your employee's name in Box E, they can call our contact support provided by my colleague @JamesDuanT. Just click the link and it'll route you to the contact number of our Intuit Payroll Specialist.
You can also check out this article for more details: How QuickBooks populates W-2.
Please bear with us while our Payroll Team is working the best they can to get this issue resolved. I'll be here to help if you have other questions.
LilyC - thank you for the additional information. Right now, my concern is not the eFile process. My concern is the 1000+ phone calls that me and my clients could face from the employees who receive W-2s with random metadata included on its face. I am concerned that no one at Intuit has fixed this problem and has yet to develop an adequate support system for the impacted employees. Intuit's philosophy seems to be "it's not my problem" when it is literally their problem as they are the ones who have developed the underlying program. These types of issues should have been identified and resolved several months ago.
Allow me to share a little more information with you about W2s in QuickBooks Online.
We would like to inform you that this has already been escalated and our Engineering Team is actively working to resolve this issue. Although I don't have a specific time frame as to when and how this will be mediated upon, rest assured that this is being looked into.
I can pass along all the feedback you have to the appropriate channels so you're able to reach a point of resolution as quickly as possible and make sure your concerns are addressed accordingly. As soon as an update is received, I, or another member of the Community Team, will be happy to update this thread and let everyone know so that you can get back to business.
I've got an article to serve as your reference: https://community.intuit.com/articles/1762905-how-quickbooks-populates-w-2.
For additional assistance, you can reach out to our Customer Care Team via live chat or phone support:
I appreciate your patience while this is being worked on. Please know that I'm just a post away should you need anything else. Have a wonderful week ahead.
RoseMajorieA - I was wondering if you could please give me an update? On Friday you said that this problem had been escalated and that the engineering team was working to resolve this problem. Do they have an estimated completion date? We have 8 days before the W-2s have to be mailed to the employees. As we need to send them to their employers before that date and give them an opportunity to review the W-2s before they distribute them to the employees, we are coming perilously close to running out of time. I am very disappointed with Intuit with regards to how long this patch is taking.
We don't have an exact date yet, ClaudiaWest.
Our engineers are still gathering more details for their investigation. As soon as they have them, we will let you know.
We'll surely update this thread to let everyone know.
Hi ShiellaGraceA - how is this investigation going? I am extremely concerned that Intuit sent an email saying that I have to efile these W-2s by January 29 and you still haven't fixed your software bugs. I have 2 business days to get all of my W-2s printed, reviewed, distributed and approved before I have to submit them. Do you intend to fix your errors before the deadline?
Hi there, ClaudiaWest,
Thanks for requesting an update about the 7 digit code on your W-2 forms.
At the moment, our Support Team have not yet provided the timeline on when this code will be removed from the form. Once we have an update about the changes, I'll make sure to post the details here in the Community.
As a workaround, you can set the printing preference of the employee copies of the W-2 forms (Copies B,C & 2) to 3-part perforated paper. This way, you can print the form correctly in QBO. Here's how to do that:
Once you print the employee's copy, this is how it should look like:
We appreciate your patience while our engineers continue working on this matter. If you need further assistance, please mention me anytime. I'll be glad to get back to you in no time. Have a good one!
Unfortunately, we have already purchased the four-up forms, so it isn't possible to switch to three-up at this late date. Do you have an updated timeline on your fix? I am concerned that you acknowledge that you still have programming flaws in your software despite the fact that you are requiring us to eFile tomorrow.
Hey there, ClaudiaWest.
We don't want our customers to feel upset. We always strive to provide a positive customer experience.
For now, we haven't received any updates from our engineering team. You may want to contact our payroll support so they can pull up the records. You can get the number from my colleague's post.
If you have other concerns, please don't hesitate to get back to us.