On weekly timesheets payroll items are unavailable and greyed out?

[userinfo131]

Will not allow me to access drop down menu to access pay items

[Trish_T]

Hi userinfo131,

Welcome to Community!  It's vital that you're able to access the weekly timesheets and pay your employees on time.  QuickBooks Online Payroll is a dynamic way to streamline the process.  I'd be happy to assist!

Let's start by ensuring you have the payroll settings accurate.  Here's how:

1. From the Gear in the top right, select Payroll settings

2. In the Employees section, click Time Sheets

3. Select Copy hours from employee time sheets

4. Hit OK

Next, you'll need to ensure the employees are set up for time tracking by following these steps:

1. Go to the Gear and select Manage users

2. Review the list of users and their Access type

3. If you don't see an employee listed as Time tracking only, you'll need to Add them

4. Click on Add user

5. Select Time tracking only and hit Next

6. Enter the required information to complete the set up

In addition, I'd recommend reviewing user roles and access rights in QuickBooks Online.  This may also be why payroll items are grayed out.  If you continue to experience the same outcome, please contact QuickBooks Time support directly so they can gather additional account information, and have a better look at your situation from their end.

If you have any other questions, please feel free to reach back out.  We'd be glad to help!

[GS828]

Hello. I am experiencing this issue with my QBO, that I am not able to job cost the payroll, as the payroll items are unavailable in weekly timesheets. It will not allow me to access the drop down menu to access the pay items in weekly timesheets. This began December 28,2021 and has not been resolved. It has worked so well for me in the past and now it does not work. Please advise. I have ensured that the settings are correct in payroll settings & users.

[Trish_T]

Hi GS828,

Thanks for reaching out here.  It's essential that you're able to select your payroll items in your weekly timesheets.  QuickBooks Online is a valuable accounting software program for accomplishing your accounting tasks seamlessly.  I'd be happy to provide more information so you're on the right track with your work.

If you haven't done so already, I recommend clearing cache on your browser and then log into your QuickBooks account with a private or incognito browser.  I also suggest trying other browsers such as Edge, Safari, Google Chrome of Firefox.

When you set up the integration between QuickBooks Time and QuickBooks Online, you would have also set up the preferences to automatically import changes or restrict it.  This would grey out the automatic import but a manual import can be performed by selecting QuickBooks in the upper right corner of QuickBooks Time and then Import.  Another area to check would be the the mapping of the payroll items.  

If you continue to get the same results, please contact QuickBooks Time support.  They'll have the ability to take a look at this from their end and provide additional assistance in real time.

Feel free to reach back out with any other questions.  We'd be glad to help!

[GS828]

Hello QBO. in weekly timesheet. Will not allow me to access drop down menu to access pay items.

this has been an ongoing issue since December 2021. My job cost reporting remains incorrect as the hours are sitting in "unspecified" rather than in a job. I received an email saying this had been resolved however it is not.

Can I get some assistance with this please.

[JamesM4]

Hello GS828. Thanks for chiming in on this thread. Are you experiencing the same issue while using a private/incognito browser window? 

[GS828]

Yes

[JamesM4]

I see.. In order to get to the bottom of this ASAP, I see you benefiting more by contacting our support team using the details below: 

• Phone: Call us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.
• 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. 

One of our representatives will be happy to take a look at your account and help you get back on track in a timely manner. Feel free to ask other questions. I'm here to help. 

[GS828]

Thank you. I have been on the chat several times, transferred to different departments, issued different case numbers however the cases get closed and I am left with the issue unresolved.

[JamesM4]

Your time is precious and it's important you get the help you need with this. Contacting our support team outside of the Community would be the best route to take. This ensures your account info remains private while you get the help you need. I recommend reaching out again and staying with the specialists until you get the resolution. You're more than welcome to keep me posted on how you make out. I'll be here. 

[1133]

Any update on this? I have the same issue and have spoken with support who assured me the fix would be right away yet still nothing. 

[Jen_D]

Thanks for requesting some updates here, @1133.

The issue with being unable to edit Pay Type on Weekly Timesheet after saving, because the option is greyed out is still under investigation. This has been escalated our engineers, and they are currently reviewing this issue and gathering details in order to implement the solution.

Regretfully, we can't provide the exact turnaround time on when this will be resolved. Our engineers are working on escalations internally. They instead send live updates about the status of the investigation through email. If you're not yet added to the notification list, I recommend contacting our support.You can contact us directly to be added to the list of affected users and receive real-time updates about the issue. Here's how to contact us:

1. Go to the (?) Help menu, then select the Search tab.
2. At the bottom, select Contact us.
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
4. On the next screen, scroll down to the Choose a way to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
   

For now, the suggested workaround is deleting the line item and recreate on a new line.

We continue asking for your patience while this is being worked on. I'm here to help if you have other QuickBooks concerns. 

[GS828]

this is very frustrating as the issue remains unresolved since December 2021. I have done the online chat and phone call so many times and I get bumped from one department to another. I feel that this fix should be be priority as it impacts QB reporting and loyal customers.

[GS828]

the suggested workaround does not work as the pay items remains unavailable

[info1540]

I have been unable to select a pay item in the weekly timesheet since sunday, March 6, 2022.  Payroll is usually submitted on Tuesdays and deposited on Thursdays.  I have over 60 + employees that I had to reach out to because their pay will not be in their account tomorrow!!!  My concern is that this will not be resolved anytime soon although, Quickbooks agents continuously tell me 48-72 hours?? I have not received any updates besides an email that mentions engineers have closed the investigation.  wth?? I am frustrated and I am printing various cheques for the employees to hold them over till this is resolved. I wish they would be honest with me about the possibility of the issue not being resolved within the next couple of days.  I would rather spend my time looking for another payroll software.  Such a waste of my time!!!!!!!   Terrible customer service!!

Have other customers been dealing with this for weeks? months?  Why are they telling me 48-72 hours?   ....Very frustrating!!

[1133]

I have been dealing with this for a month now, but other's have been much longer!

I agree this is incredibly frustrating ... support told me it would be "up and running in no time" but that was a month ago and I have heard absolutely zero from them since. This is not only having an impact on my payroll but also my job costing ... for the price we pay this is completely unacceptable and incredibly frustrating!!!!

[NapWal]

I am having the same issue. Have called several times and given several different case numbers, for each to be closed out.

We have two QB online subscriptions for different office locations and the other subscription is fine. The pay items are available. That is what makes no sense to me. 

I am tired of getting the run around.

[GS828]

This issue remains unresolved. I continue to call on a weekly basis only to discover that my case numbers get closed, another case is issued and I am told it will be escalated with the back end team. your suggestion for workaround to delete the line item and use another does not work. My job cost reports are not correct.

This is terrible customer service! I am very frustrated with this ongoing issue! It needs to be fixed now.

[Charlie60]

It is April 22 and issue not resolved for me....  Since last November and even more I was having the trial version and because of the pay item being greyed out I have been calling many times as well and being sent from QBT and QBO and vice versa like a ping pong ball... very frustrating.  I wonder if you all have exit QBT or if you had your issue resolved as they opened a ticket for me which they told me it was resolved, My trial was ended so I had to buy the product to verify and just to confirm that the issue is still there ... pay item are still greyed out.

[Alex M]

Hi there Charlie60,

It's vital that all your payroll information be entered correctly so that your pay can be correctly calculated. QuickBooks Online is a great tool able to take hours entered in timesheets in order to help calculate payroll for your employees. I can point you in the right direction for assistance.

For further assistance with the greyed-out pay types as well as to check up on the status of an already opened ticket, I recommend reaching out to the QuickBooks Online support team outside of the Community. They'll be able to verify your account with you in order to take a look at your account with you, provide some troubleshooting steps as well as notify our engineers. You can reach them using one of these methods:

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. 
Social Media: Facebook or Twitter.

If you have any other questions, feel free to reach out here.

[Charlie60]

Funny to see the same typical answer and no I will not call anyone as I have a ticket opened already and I have called too many times with being asked to do the same things over and over again.  I have a ticket opened and will see if ever someone will resolve it and how long it will take (considering the other posts I do not have much faith). I am also looking at other products and if the issue is not soon resolved I will not choose quickbooks time and will ask for a refund.  As you say it is vital to have payroll information entered correctly and it is very frustrating to pay for a product that doesn't work properly.  

[GS828]

More than 3 months later and the weekly timesheet function is working for me again. The past months payrolls remain unallocated to jobs as that is a big task to manually go back to figure it out. I attempted to reallocate a previous payroll by going into weekly timesheets however it did not reallocate to the jobs, it remains in unspecified.

I feel your frustration as your experience is exactly what happened to me. The run around with calling and getting bumped from one dept to another and the standard "canned" responses.

When QB works, it is great but when it doesn't work, it seems that it is not priority to get it fixed.