I cannot access payroll taxes for the one client I prepare the PD7A form for. I have tried incognito and that is the same "It's not you. We are working on the issue"

Hi userdingwellsbr,

Welcome to Community!  It's important that you're able to access the necessary information for the payroll remittance and keep in good standing with government guidelines.  QuickBooks Online Payroll has everything you need to accomplish your payroll goals.  I'll be happy to provide more information so you can complete your QuickBooks goals with confidence!

I'm glad to hear that you've done some troubleshooting already and accessed the account from a private/incognito browser.  I'd also recommend clearing cache on the preferred browser to see if you get the same result.  However, based on the information you've provided, I suggest taking a look at the payroll subscription to ensure it hasn't fallen inactive.  If this is the case, your client will need to resubscribe to QuickBooks Online Payroll so that you can access the necessary forms.

Here's how to check the subscription:

1. From the client account, click on Settings ⚙ in the top right 

2. Select Account and settings

3. Choose Billing and subscription from the left menu

4. There'll be an option to resubscribe, if it's fallen inactive

If the issue persists, please don't hesitate to contact us so we can look further into it from our end.

Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit 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.

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

I have the exact same issue. The support staff are a nightmare to deal with. How can we get someone on the phone who knows what the fix is? This is extremely frustrating  

Hi danielp123,

Thanks for joining thread. It's essential that you get the support you need regarding your QuickBooks Online account so that you can get back doing what you love. I'd be glad to point you in the right direction to contact our team.

I encourage you to refer to the following options to reach out to our customer support team. They can have a closer look at your account in order to resolve this. 

• Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit 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.

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