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anna-rhinodesign
Level 1

Due to technical issues I had 2 ROE's submitted manually by QB and a ROE is missing hours! I get a "something went wrong" screen and cant fix it.

 
1 Comment 1
LauraAB
QuickBooks Team

Due to technical issues I had 2 ROE's submitted manually by QB and a ROE is missing hours! I get a "something went wrong" screen and cant fix it.

Welcome back to the QuickBooks Community, anna-rhinodesign,

 

I see you're still working with Payroll in QuickBooks Online, which is great. Since you make a point of mentioning that you have to submit two ROEs manually due to a technical issue, it sounds like you're working with Advanced Payroll. Don't worry, I'll help you out with this.

 

I'll start with the "Something went wrong error." These issues can occur with cache, browser, app, and Internet issues, so I've got troubleshooting steps for you to try to see about clearing that out. Try each of the steps below, and after each one, see if you're still getting the same error.

Whether that does the trick to clear up the error or not, the next step is to get in touch with our support team outside of the QuickBooks Community. For this kind of situation, there are a number of details we'll need to verify with you to figure out why those hours are missing and get you back on track with your ROE submissions. There are a few ways to reach out.

 

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. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.

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In addition to collecting those details from you, the member of our support team will also be able to look at the back-end details of your account to make sure everything is fine there as well. Give us a shout as soon as you've got a moment.

 

Also, for your reference, you may have received this information already if you are using Advanced Payroll, but there are changes coming to that service, which you can learn about here: QuickBooks Online Advanced Payroll to Wagepoint

 

All the best to you.

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