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I've just added a new employee and it won't let me pay them until I answer "How much did you pay ... so far this year". When trying to do this all answers are greyed out

 
5 Comments
Moderator

Re: I've just added a new employee and it won't let me pay them until I answer "How much did you ...

Hi there, kathy27.


For further isolation, let's try entering prior payroll using an incognito browser. This is to determine whether this issue is browser-related.

 

Here's how to open an incognito window in all supported browsers:

  • Press Ctrl + Shift + P for Internet Explorer or Firefox.
  • Press Ctrl Shift N for Chrome.
  • Hold down Command Shift N for Safari.

If you're able to enter prior payroll, then I suggest clearing your regular browser. You can refer to this article that will walk you through the steps depending on which one you're using: Clear my browser cache and temporary Internet files.

 

I'm also linking some articles for your future reference:

Let me know about the results. I'll be around to keep helping. Take care.

Not applicable

Re: I've just added a new employee and it won't let me pay them until I answer "How much did you ...

Hi,

 
Using an incognito browser didn’t help.
 
See attached screenshots - when I click on enter 2019 prior pay details I get the 2nd screenshot - you can see how everything is greyed out.  I haven’t paid this person anything prior to adding them to quickbooks.
 
 
 
Kathy
QuickBooks Team

Re: I've just added a new employee and it won't let me pay them until I answer "How much did you ...

Hello kathy27,

 

Thanks for following up on the troubleshooting results and providing the screenshot. At this level, I suggest calling our phone support team at 1-855-253-1536. A payroll specialist will verify your account and take a closer look. Our agents are available Monday to Friday, 9 a.m. to 8 p.m. EST and Saturday from 9 a.m. to 6 p.m. EST.

 

Reach out if you have any other questions.

Frequent Contributor *

Re: I've just added a new employee and it won't let me pay them until I answer "How much did you pay ... so far this year". When trying to do this all answers are greyed out

I have had this same problem for the last week. I have been on hold for 10 minutes. The sound quality of the on-hold music is infuriating. I feel like I'm getting a cavity filled.
Frequent Contributor *

Re: I've just added a new employee and it won't let me pay them until I answer "How much did you pay ... so far this year". When trying to do this all answers are greyed out

For anyone else having this problem. Even though it tells you during setup that you cannot pay your new employee until you enter these details... you can. So I think you can just ignore the problem and I don't see any negative side-affects.