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LaterWhen
Level 3

Payroll Issue - correcting reversal done by QBO Support

Long story.  After Oct 15 payroll run I noticed balance in Vacation Pay liability account. This was the first time it had happened.  I guess Payroll policy had been switched on somehow.  I am new payroll and QBO so I called QBO support to ask what to do.  They didn't really listen, but just jumped in and reversed the payroll, turned of vacation policy and I thought were going to rerun for me. But they didn't.  Now 5 weeks later, still not fixed I still show $0.00 payroll expense for Oct 15th.  I then received very brief instructions to rerun payroll using "paper cheque" so that expenses etc would all update, but there would be no actual payment made to employees. Now that I have done that I have now I have double the cheques written on my bank account - the Direct Deposit records from my first payrun, and now the "paper cheques" from my second payrun.  How do I get one set of payments out of the bank register? The person giving me the very brief instructions said something about reconciling manually already reconciled transactions.  Makes no sense to me. 

Solved
Best answer December 02, 2020

Best Answers
JamesM
QuickBooks Team

Payroll Issue - correcting reversal done by QBO Support

Your time is valuable and I wouldn't want you to waste any of it. Feel free to reach back to me if you have questions or if you get stuck, I'm here to help you achieve your goals. 

View solution in original post

5 Comments 5
JamesM
QuickBooks Team

Payroll Issue - correcting reversal done by QBO Support

Hello LaterWhen,

 

Glad to hear from you again! Your payroll is an essential part of your business and it's important this is corrected ASAP so you can continue excelling with your business. QuickBooks helps business owners like you get ahead with their work with peace of mind. This is accomplished with the assistance of amazing features that help you untangle the most intricate parts involved on the accounting side of things. 

 

The experience you've described isn't one I'd like for you to go through and I appreciate you bringing it to our attention. Based on what you've described, I highly recommend contacting our payroll support team for direct assistance. Doing this helps ensure your books remain accurate saving you from having discrepancies in the future. I'll list the contact details at the end of this post. If you prefer, you can delete each individual pay cheque on your account so you only show one set of payments and not two. Here's how to delete each individual pay cheque:

 

Note: Deleting a pay cheque will completely remove it from your account. Typically, you can only delete a pay cheque if it's the most recent cheque for an employee. Once a pay cheque has been deleted our system will automatically recalculate your tax liabilities.

 

Here's how to delete a pay cheque:

  1. Go to Payroll Employees.
  2. Select Pay cheque list.
  3. Select the cheque to delete and click Delete.
  4. When prompted to confirm the action, select Yes or No.

There you go, you now know how to delete a pay cheque on the account. I highly recommend checking out this article for more info on: How to delete a pay cheque. This article goes in depth on what happens once you've deleted a cheque from your account. If you prefer speaking with a specialist, here's how you can reach out outside of the community:

 

  • 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.
  • Social MediaFacebookTwitter, and Instagram.

Let me know if you have questions, I got your back. 

LaterWhen
Level 3

Payroll Issue - correcting reversal done by QBO Support

Thank you for the link to "how to delete a paycheque". It is ironic that you suggest contacting payroll support.  I have spent hours and hours with them over the last 6 weeks, and still end up with these recent emails that are very brief in their instructions - thus I am still in this pickle.  I have asked for a phone call, but keep getting these emails and then wait a couple of day for a marginally helpful response.  I will try contacting them again. 

JamesM
QuickBooks Team

Payroll Issue - correcting reversal done by QBO Support

Your time is valuable and I wouldn't want you to waste any of it. Feel free to reach back to me if you have questions or if you get stuck, I'm here to help you achieve your goals. 

View solution in original post

LaterWhen
Level 3

Payroll Issue - correcting reversal done by QBO Support

Thanks - I am on the phone now with support - they promise they will stay on the line until this is fixed!!

 

JamesM
QuickBooks Team

Payroll Issue - correcting reversal done by QBO Support

That's great! I'll be one message away if you need anything. :)

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