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briantt
January 14, 2019
Question

Cannot connect existing bank account to Payroll

  • January 14, 2019
  • 8 replies
  • 38 views

We have a bank account already connected to receive payments through QBO, but it will not connect to payroll for direct deposit or for e-file and e-pay services.

We get an error saying that "One of our systems is unavailable, so we can't connect your bank at this time. You can try connecting your bank again or run payroll with paper checks until the issue is resolved."

 

Have had this error for over a month to date, cannot complete e-file service setup for filing forms either.

8 replies

Charies_M
Level 9
January 15, 2019

Hello there, briantt.


We have notified our product team and they are working getting this resolved. In the meantime, let's perform some basic troubleshooting steps to resolve this.

 

Let's begin with using a private browser to determine if it's the browser that's causing the error. 

  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P 
  • Safari: press Command + Shift + N 

If it works, try clearing your browser's cache to delete temporary internet files and data that's causing unexpected performance in the product. 

Otherwise, you can also try using a different browser to be thorough. Changing to a different browser helps refresh your QuickBooks Desktop.

If the issue persist, I suggest getting in touch with our QuickBooks Care Support Team. They'll be able to take a closer look at the issue and identify why you're getting the error message to come up with a fix.

 

Here's how you can reach them:

  1. Go to this link: Get help with QuickBooks Online.
  2. Click the contact us.
  3. Click the Get Phone Number button.

Please notify me if you need something else. I'll be around the corner.

brianttAuthor
January 16, 2019

We have tried multiple browsers, clearing cache, incognito mode, accountant login and Master Admin login. Still cannot set up e-file and e-pay. Attached image is screenshot I get after trying to use the bank account already connected to Quickbooks that is "ready to send money." Same error when I try to connect it manually.

 

Maybe this is because two employees entered the company bank account for their direct deposits? This has since been corrected, but the error remains. 

Should I disconnect the account completely, including from Quickbooks Payments (used to receive payments from clients)? The reconnect?

KhimG
Level 7
January 16, 2019

Hi, @briantt.


Thanks for letting us know the outcome of the steps given by my colleague.


Since the issue persists after performing the recommended solution, I suggest giving our Payroll Support Team a call for further assistance. They have tools like screen-sharing to help double check why you’re unable to connect your bank account for payroll direct deposit and e-pay service. 


You can find their most updated phone number through this link: https://payroll.intuit.com/support/contact/?infosrc=qs&service=64.


Please keep me updated on how the call goes.  I’ll be here any time you need help. Looking forward to hearing from you soon. 

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