PAYROLL SETTINGS

Hi SONJAAUGUSTINE,

It's essential you're able to access your employee setup in your Payroll Settings. QuickBooks is designed to help you save time and I'll be glad to point you in the right direction so you can achieve your QuickBooks goals.

Based on the details you've shared, I see you benefiting more by contacting our support team outside of the Community. The benefit of this is that a specialist will be able to open your account details in a private/secure environment. You can get in touch again with a specialist by using any one of the contact details below: 

• Schedule a Callback or start a Chat: click (?) in the upper right in QuickBooks Online > enter "Contact support" > choose Contact Us > provide a brief summary > select Let's Talk > choose Get a callback or Start a Chat.
• Social Media: Facebook, Twitter, and Instagram.
• Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET. 

Feel free to keep me posted on how you make out. I'll be on standby in case you need anything else. 

Thanks for your reply. I’ve contacted those ‘specialists’ 6 times.  All of them have said they can’t do anything, and basically blow me off.  They said the engineers are working on it, but then also in the same sentence said my case was closed even though it wasn’t fixed.  Last time I literally said ‘what’s the plan’ and they said I could cancel my payroll. I asked for a supervisor and they said I would get a call back, and I didn’t. 

I found how to add an employee through a different route now (not from the support team but from a friend) however the link is still booked.  So when I hit the wheel symbol, then payroll settings, then employees, it just goes blank or an error message. 

I see what you're saying. Were you given any news on whether there's an investigation for the issue you're having? The reason I ask is that when our engineers are working on an issue, there's usually an investigation that goes with it as well. Our specialists are able to put your account on the investigation so you can stay updated about the resolution. 

This started for us on Nov 16 when we migrated from QBDT. 

I have been given the same run-around all along as you have, SONJAAUGUSTINE

I have been given investigation numbers- 65246, 66109, 66288, 66824.

The first 3 have all been 'resolved' but I see the same error. The last one I received today.

I feel like I need to call every day or 2 just to make sure they are 'working on' my account and haven't forgotten about it.

Not something a paying customer should have to be dealing with!!

QBO, your email is qbocaresupport. Who believes that you care?? You sure haven't convinced me!!

Hallelujah! This is fixed for us!

What an awful road to get here, I sure hope I don't have a need to interact with support for a long time again.

Last night I logged in on Chrome in incognito mode and sure enough all the payroll screens were there!