One employee's taxes get set to 0 when I pay him a commission. Doesn't do it for other employees and calculates taxes for him when he is not paid a Commission?

Being able to run your payroll with the correct taxes is essential to ensure the employee's YTD is accurate, @boyd-spinify-com.

Before we report this issue to our engineers, I have a couple of suggestions to resolve this problem. For now, try to open your account in a private web browser and run your payroll from there. We need check if this is a caching problem.

Unexpected issues with the features in QuickBooks, like payroll, are sometimes associated with the amount of data stored in the cache. This is because a regular browser will constantly overwrite itself and will not remove history unless done manually.

Private browsing will not save any history, so it's a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If the problem doesn't come up, clear the cache to resolve browser issues in QBO. You can also use a different browser and see if the issue persists there.

Please come back here and update me with the result. I want to get this resolved for you and I'm here anytime. Have a good one!

Hi Jen,

I did as you requested, and I still got the same result. It also may not have anything to do with the 'Commission' payment as when a recreated the payroll for the employee and didn't add commission it did the same thing. I have attached a screenshot as it is calculating "Income Tax"; it is not calculating "Employment Insurance" and Canada Pension Plan".

Thanks,
Boyd Houweling
Spinify Accounts

Hi boyd-spinify-com,

In addition to the information provided previously, I'd be happy to guide you through the steps to ensure the applicable taxes are being applied to QuickBooks Online Payroll.

Follow these steps to and EI and CPP to your employee;

1. From the left menu, select Payroll and then Employees

2. Click on the employee name that needs to be edited

3. Select the Profile tab

4. Click on Edit beside the Tax Withholding section

5. Scroll down to Tax exemptions

6. Make sure there isn't a checkmark next to CPP or EI

7. Hit Save when done.

If you don't see the options as described above, the QuickBooks Online updates may not have been applied to your account yet.  In this case, follow these steps;

1. From the left menu, select Payroll and then Employees

2. Click on the employee name that needs to be edited

3. Select the Edit ✎ beside the Pay tab

4. Scroll down to the section for What are [employee's name] tax withholdings and click on the Edit ✎ 

5. Scroll to the bottom of the TD1 form and click on the ▼ dropdown beside Tax exemptions

6. Make sure there isn't a checkmark next to CPP or EI

7. Hit Save when done.

If you require additional assistance, please don't hesitate to contact us.  Your success is our number one priority and we'd love to help!

Hi Trish,

These settings were correct!

What are the next steps?

Boyd

Thanks for coming back to this thread, @boyd-spinify-com.

The settings shared by Trish should automatically allow the non-exempt taxes to calculate. If you're still getting the same odd behavior, I do suggest contacting our Support Team.

Our agents can help you further with the settings and review why this is happening in your account. Our team are available from Mon-Fri 8 AM - 9 PM ET and Sat 9 AM - 6 PM ET. Here's how to contact us:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Input your query in Type something field.
4. Select Contact Us.
5. Enter your concern, then select Continue.
6. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

You can also contact us through our chat link. Use this QuickBooks Payroll link.

Please come back here and update us with the call. I want to make sure this payroll concern is taken care of. I'll be right here if you need further assistance.