cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Level 1

I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a blank screen opens and I can't continue. How do I get past that blank screen?

 
9 Comments
QuickBooks Team

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Hi there,

 

Congrats on signing up for payroll! I'd be happy to help with making sure you're able to use it. 

 

I'd like to determine if this may be a browser issue. When was the last time you cleared cache and cookies on your browser? Doing this will help fix most issues the site may be having. Here's an article that'll show you how to do that. Give this a try and let me know what happens. I'll be here to help. 

Level 1

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Hi James,

 

Thanks for the quick reply, it is appreciated.  I didn't clear my cache or cookies but I tried on 3 different computers, 2 of which I had never logged into QuickBooks on, with the same issue.  I also tried an incognito window in Chrome and I had the same issue in Internet Explorer.  I will try to clear my cache and let you know if it works.  I did have a trial period of payroll that I was using successfully but it expired.  This issue started after I subscribed to payroll, after my trial had expired.

QuickBooks Team

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Thanks for trying that. It sounds like you've spent a lot of time on this. Do you see an active payroll subscription when you click the gear icon > Account and Settings > Billing and Subscriptions? If you're still having issues after clearing cache and cookies, I recommend calling our support team at 855-253-1536. One of our knowledgeable agents will be able to share your screen and get to the bottom of this faster. The hours of operation are Mon - Fri 9 AM - 8 PM EST and SAT 10 AM - 6 PM. Feel free to ask questions. 

Level 1

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

I do see an active subscription, payroll subscription status is showing as Subscribed.  I will call the support number shortly.  Thank-you for your help with this, I do appreciate it.

QuickBooks Team

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

No worries. Reach out if you need anything. Enjoy the rest of your week! :)

Level 1

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Did you get it sorted out? I am having the same issue

QuickBooks Team

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Hello there, Joe F.

 

If you've followed the steps provided by JamesM but encountered the same problem, please contact our Phone Support Team. We will check your payroll feature and help you resolve the blank page issue. 

 

Here's how you can reach out to us:

  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.

Should you have other questions or concerns, feel free to visit us at any time. Thanks.

Level 1

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

I am having the same issue after having purchased standard payroll after the free trial period expired.  I have tried on several computers and cleared cache and cookies and also tried different browsers

Moderator

Re: I purchased standard payroll today but now when I run payroll and click "Turn on payroll" a b...

Hi Diane74,

 

Aside from accessing QBO to another computer or browser, let's go ahead and check the employees' profiles. It could be that there are missing information causing QuickBooks not to be able to run payroll or blank screen. Let's go to the Reports section and pull up the Employee List report. 

 

Then, go to each employee profile and fill up those missing information. Otherwise, I'd recommend reaching out to us. We'll have our Payroll Team check the status of your account and resolve the issue. Let me share once more the steps on how to contact us:

  1. Click the Help icon.
  2. In the Help window, click the Contact Us button.
  3. Enter your question and click Let's talk.
  4. Choose either Start a chat or Call us.

Please let us know if you have any questions. Thanks!