Prior payroll error

Hello Joolie,

Welcome to the QuickBooks Community! Thanks for joining us here to seek support on this issue. It sounds like you've been hard at work trying to get set up with QuickBooks Online Payroll and that's super exciting! I love that you've chosen us to help you pay your employees and track your payroll taxes. Entering year-to-date payroll info is very important so I can see how running into this snag in the set-up process can pose problems. Let me give you a hand.

First of all, QuickBooks will require that you enter a number of different details in your employee profiles before it'll remove the warning and allow you to proceed with running payroll. It's important to take a look at each question and ensure that you've filled out what's required. If you haven't yet entered TD1 information, you may be receiving the error you've described as a result of that. Once you've entered those details, you shoud be able to move forward.

Sometimes errors like these can be a result of the images and files stored in your browser's cache. I'd like you to start your troubleshooting by running through the steps below. These should give you an idea of whether or not the issue is browser-related. If it's not, I have some other suggestions.

• Clear your browser cache if you're using a browser
• Clear the app cache if you're using the QuickBooks Online app for Windows or Mac
• Try a browser if you're using the app
• Try a private browser window
• Try another browser type
• Make sure you're using a supported browser and system
• Reset your Internet or try on another computer or device

If those steps don't quite do the trick, my next suggestion is to reach out for support outside of the Community. When issues like these arise, they may require backend help from our team of experts. They'll gather some sensitive account information that can't be shared here and can assist you with entering the year-to-date data, or can escalate this issue to our team of engineers if it looks like it'll require some research to get to a fix. If that's the case though, your name will be added to the list of impacted users so that you're among the first to know when the problem's been resolved. Here are some ways that you can reach out:

Phone: Call us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. 
Social Media: Facebook, Twitter, and Instagram.

Let me know if you have any other QuickBooks-related questions that I can assist with. I'm here to help!