United States United Kingdom Australia Canada (English) Canada (French) France Singapore South Africa Global Ireland
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
IntuitChris
Intuit
Intuit
posted
‎September 10, 2019 04:26 PM
last updated ‎September 11, 2019 12:18 AM

Payroll Support is changing

Dear Community,

 

We are pleased to announce that as of Monday 16th September 2019, you will be able to access payroll support directly from the QuickBooks team.

 

What does this mean for you?

Payroll support will now only be available from the QuickBooks team, who can be accessed by 24/7 live chat and phone by clicking Help while logged into QuickBooks or by visiting our Contact Us page.

 

There is also a large range of Payroll Help & Support articles available to you via the Help button within QuickBooks, once you are logged in or from the Community:

 

 

2019-09-09_13-00-03.png2019-09-09_13-01-36.png

 

 

What do you need to do?

If you have saved the email address: support @ yourpayroll.com.au  we recommend removing this email address from your saved contacts to avoid any confusion as our payroll partner KeyPay will no longer offer payroll support to QuickBooks customers.

 

Why are we making these changes?

The payroll landscape has seen much change over the past year, including the introduction of STP. We want to be able to support you the best way we can by aligning the QuickBooks Payroll support experience with our other product offerings.

 

If you have any questions, feel free to leave them below.

Reply
7 Comments 7
mattee0511
Level 1
‎September 12, 2019 10:10 AM

Payroll Support is changing

Fantastic news!!

Reply
Ramuk
Level 1
‎September 15, 2019 06:47 AM

Payroll Support is changing

who do we replace KeyPay with as our STP provider? Payroll lodgement comes with error.

Reply
MaryLandT
Moderator
Moderator
‎September 15, 2019 08:20 AM

Payroll Support is changing

Hello there, @Ramuk,

 

It's possible a step wasn't completed when you enable Single Touch Payroll (STP). That's why you're getting an error on your lodgement.

 

To resolve the error, feel free to read through this article: Single Touch Payroll - Troubleshooting errors. This link provides a solution depending on the issue on your end.

 

I've also added this link: How do I enable Single Touch Payroll? for additional guidance. This page will guide you through completing the set up to ensure you're compliant and ready for the changes.

 

Keep me posted on how this goes and I'll get back to you.

Reply
Brenton8
Level 1
‎September 15, 2019 03:02 PM

Payroll Support is changing

Hello @MaryLandT ,

 

I have tried lodging STP payroll today and am also getting an error (see attachment).

 

Are able to advise on a solution to the issue? 

 

Thankyou,

Brenton

 

 

 

Reply
RenjolynC
QuickBooks Team
QuickBooks Team
‎September 15, 2019 04:48 PM

Payroll Support is changing

Hi Brenton,

 

It's possible that the information entered is not recognized by the agency. To check on your account and investigate this error message, please contact our Customer Care Team.

 

Here are the steps:

  1. Click the Help icon located in the upper right-hand corner.
  2. In the Help window, click the Contact Us button located at the bottom.
  3. Enter your question and click Let's talk.
  4. Choose either Start a chat or Call us.

For other questions or concerns, feel free to visit us here. Thanks.

Reply
123146145809654
Level 1
‎September 21, 2019 11:28 AM

Payroll Support is changing

so i cant confirm my payroll to the ATO...

its all set up correctly but the page isnt big enough to scroll down and hit the finalise button....

ive tried every setting on my computer to change this, please help!

Reply
Rasa-LilaM
QuickBooks Team
QuickBooks Team
‎September 21, 2019 01:00 PM

Payroll Support is changing

Hi there, @ 123146145809654.


I appreciate you sharing to us the steps you’ve performed to resolve the issue. Let’s try some new ones so you can confirm the payroll to the ATO.


You can use the zoom in function to see the entire page of your QBO account. The default zoom level depends on what browser you’re using.


For Internet Explorer and Mozilla Firefox:

 

  1. Hold down the Ctrl button and the Plus (+) key to zoom in and make the page larger.
  2. If you have a wheel on your mouse, press the Ctrl key down and then move it forward or back. This will work on any page that is either too big or too small.


For Google Chrome:

 

  1. Click on the three-dotted lines and then go to the Zoom section.
  2. Hit the Plus (+) sign to make the screen larger or set it to your desired resolution.

Should this not work, try using the InPrivate session or incognito mode to isolate this unexpected behavior. Here's how:

 

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

If you're able to see the full page, shift back to your main browser to clear its cache.  This process is just emptying the cache, so the next time you display a webpage, everything must be downloaded anew.

 

For additional information, check out this article. It contains detailed steps on how to use the Zoom feature and change computer’s display settings.


These resolution steps can help you submit the payroll seamlessly.

 

Let me know if there's anything else I can help you with. I’m always ready to assist further. Have a good one.

 

Reply