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Level 1

Cannot log into payroll....why

3 Comments 3
Not applicable

Cannot log into payroll....why

Hi there, lyndal_m.


Did you receive a specific error message/code when trying to access your payroll? If so, I would love to know more about it so I’ll be able to provide the exact troubleshooting steps. 

For now, you can want to try it again on a private window. This is to check if the overloaded files in your browser is causing the issue. If it works fine, clear your browser’s cache or use a different one. 

Let me know how it works. Any other details would be helpful too. 

Level 1

Cannot log into payroll....why

I have tried relentlessly today to log in to my payroll service.  I need to update credit card info so I can continue using the VERY EXPENSIVE payroll service.  

QuickBooks Team
QuickBooks Team

Cannot log into payroll....why

This is not the impression we want you to experience, lzr1.


I've checked here on our end and there's no reported case about this one. To better isolate this one, let's try signing in to Payroll Service using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

  • For Google Chrome browser: Ctrl + Shift + N
  • For Mozilla Firefox browser: Ctrl + Shift + P
  • For Safari browser: Command + Option + P

Then, try updating your credit card information. If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. Web-based platforms like QBO collect cache files (cookies) to save you time, but this can impact processes and cause them to not work. You can also use other use a supported, up-to-date browser to roll out the possibility of a browser-related issue.


If the same thing happens, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and help you with this one. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. Here's how to reach them: 

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose Get a callback
  6. Type in your contact info.
  7. Select Confirm my call.

Feel free to visit our Manage your account page for more insights about managing your user access, billing & subscription, and signing in to your Intuit account. 


I'd like to know how things going after contacting our support agent, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. Take care always.