Payroll initial setup error- Investigation Inv-65246

Thanks for sharing all the information about the concern and your feedback about the support, Doug.

Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. It is our main goal to ensure all our customers concerns are addressed.

I've reviewed the investigation number, and at this time, it is still pending. Our engineers did not share the estimated turnaround time of the fix to be released.

Please know that this forum is designed to answer General QuickBooks concerns. Since your concern has been escalated, we really need to let you work with our customer/technical service people for updates. Also, if you were added to the notification list, you can get email updates from out team.

Only our technical support can view your previous contact history and check on the details of what you have talked about with the previous agents. Note that all calls are directed to the Tier 1 support, so once you get a hold of a live representative, you can request for a supervisor onset of the call.

They can look for a higher support to help you further with your technical concern. You can provide the case numbers of your previous calls to help them track the issue. Here's how to contact them: 

1. Go to the (?) Help menu, then select the Search tab.
2. At the bottom, select Contact us.
3. Enter your concern in the What can we help you with? box.
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5. Choose Chat with us to initiate a discussion with a live agent.
   

We appreciate your continued patience while the resolution is still being worked on. Please come back here anytime for other program concerns. I'll be right here if you need other help.

You are just like all the other QBO people I have talked to, absolutely no help at all.

"We appreciate your continued patience while the resolution is still being worked on"

Why do you people make comments like this? I have no patience left for you to appreciate!

I already talked to a supervisor which was no better than tier 1 support, they said there was no way of knowing how long it will take. I wish i could talk to someone with the actual authority and knowledge to answer some questions-

• Will the problem ever get fixed? (it hasn't for almost 2 months now)
• Will the solution to the problem be to start a new company file and I will have to enter all the data over again manually (on my time of course)  >:( If this is the case I may as well start now before entering any more data into a corrupt file!
• Can i rest assured that even though i have been lied to about 'the  problem being fixed soon' a bunch of times already, it actually will get fixed soon? Clarification - my definition of soon is not 6 months!!!

It must be cool to be one of our engineers, since nobody can contact them they are never under any pressure, they can goof around on whatever it is they like to do and don't have to fix anything if they don't want to.

Very frustrating from this end of the stick!

Hi Doug Penner,

Thanks for reaching out here.  It's vital that you're able to access QuickBooks Online Payroll and pay your staff with confidence.  I'd be happy to point you in the right direction so you can get back to business as soon as possible. 

As mentioned above, I recommend contacting us so we can work with you in a private setting to ensure you reach your QuickBooks Payroll goals as soon as possible.  It would be our pleasure to work with you in real time without further delay.

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.
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Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

If you have any other questions, please don't hesitate to reach back out.  We'd be glad to assist!

Yes, it is vital that we are able to access QBO payroll.

However, because QBO can't or won't fix this bug, we are not able to!

You must not have read my original post. I have called QBO support many many many times in the last 2 months. 

They have had many chances to 'work with me in real time'

Where is the 'without further delay'?????

This is extremely frustrating, and your response has not helped as I have already said that I have already done what you are suggesting with no resolution.

Yikes!  We just migrated to Online yesterday.  I had this same issue and got quoted the same investigation #.  My question for you is how have you been doing payroll while waiting for this to be fixed? It seems like I do not have access to any payroll or reports. TIA

We have kept our QBDT with payroll active.

We are recording hours with Quickbooks Time, importing to QBO, and manually entering them into QBDT.

QBO's suggested workaround is to use a calculator on the CRA website which we have not used.

This is a really lousy solution because if they ever get this fixed we will have months of payroll to enter back into QBO. 

I fear that they may eventually say we need a new subscription anyway and will have to enter 2-3 months of all of our data into a new subscription-- eeeps!

We migrated from QBDT to QBO mid November. If i knew then what i know now i would have kept our old system active until i knew this was fixed. 

If it is an option for you I would highly recommend using your old accounting/ payroll system for the time being! I hope your story goes better than mine has, QB doesnt seem to be able or willing to improve things.

Good luck!

Thank you.  Hopefully they will resolve this. Good luck to you too

Hi Doug,

Have you had any resolution on this??  I have experienced the same thing............. Its very frustrating!

Nope, I just have to assume that they don't know how to fix their own product when it breaks....
Last week they had me add their engineering team as a master admin user to my account, but those guys haven't logged in as yet.

This morning I received an email that the problem was fixed so i checked. Can you guess??? Same error as before.

Based on the futility i feel from QBO I am going to attempt setting up a new account, get payroll working, and then use Rewind backup to transfer my data over. 

Will post on this space how it goes

Have you had any luck on this? We haven't!

No luck here either.  We were able to keep our Desktop and cancel QBO for now. When I talked to them they said that the investigation was closed but not resolved.  So seems they have given up.  Maybe one day I will try the switch again lol

Unfortunately this was a fail. 

The Rewind copy completed and I was able to set up payroll, but there were over 4,000 items that Rewind wasn't able to copy, making it infeasible to proceed with that. 

Attention QBO support people-

Why, why, why, can't you fix my account??? Please??!!!

I don't understand how payroll can work on a new account but you can't make it work on my existing one that has all my data in it!

We were in the process of switching from Desktop to online, because of a company transition.  Unfortunately I cannot use the old desktop system for the new company profile. So therefore I'm stuck doing it manually. 

The lack of feedback from Quickbooks has me looking at Sage.  I've tried asking them if they have tried deleting the subscription from my account and re-adding it as the information in there is limited to only a few employees as it never let me even get into payroll setup.

Same problem with us as well - migrating from Desktop 2021 to QBO.  I thought it was ridiculous for QBO to suggest we need two 45 minute onboarding phonecalls to set up payroll alone, but I've set this up now for the earliest possible time.... which is nearly three weeks from now.  Unfortunately this means we have paid for a month of payroll which is more than useless since it seems that we will have to run it in a parallel system until (hopefully) it works in QBO.  This is incredibly frustrating since it looks like this has been a known issue for over two months.

Hi Emily,

My experience with the on-boarding sessions, is that if you do not have your system setup yet, they do not want to talk to you.  Its not how to set up the system, its how to use a fully set up system.... Which seems pointless because there's normally bigger questions around how to set it up the most efficient way possible.

Good luck.

Thanks QLD,

We have already migrated our company over, and setting up payroll was just supposed to be the one button to finish off.  I'm worried that by the time this is resolved we will have been running for several weeks in two parallel systems.  Our chat with QBO yesterday indicated that the problem should be resolved "soon".

the longer it is not fixed, the more recovery work it will be after the fact.

Should check your payroll, mine is now allowing me into it for setup.

That's good news for you.  What version of Desktop were you coming from, and did you have any existing employees?  Still the same error for me I'm afraid.

Still the same error for me as well.  There is also supposed to be a "payroll options" in the settings menu, does not exist in mine.   I have access to QBO until Feb 11 so I keep trying. Hoping it will fixed by then so I can "uncancel" my account lol.

They told me when i canceled QBO that the investigation was closed but not resolved!

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!

That's great.  Unfortunately that same thing is not working for us.  Is there anything else that might have got this to work for you?  

I'll give you the 'highlights' of our journey-

Beginning Nov- upgraded from QBDT 2021 to 2022

Noticed that QB Time web connector was broken, called support, they gave the line- engineers are working on it blah blah blah

We were planning to switch to QBO first of the year anyway so migrated then (should have gone back to DT 2021) QB time connection worked with QBO. 

Agent added payroll to subscription before migration. I THINK THIS WAS WHAT TRIGGERED THE GLITCH, because the other companies I set up at that time that didn't need payroll have the payroll setup function available.

Tried to run payroll but got the error. Called support, they gave the same line- engineers are working on it blah blah blah. (At this point i should have set up a new company/ got payroll going/ migrated from DT again/ then manually re-entered all transactions from last couple weeks and would have been good.)

Wait, wait, wait, call support, plead with support, berate support, yell at support, ask for supervisors, etc, etc.

Received a couple emails saying problem fixed, but problem was not fixed. Call support again...

Was given a couple workaround links that did nothing

Jan 26 got a call from a supervisor, she asked me to submit screenshots of the error and add QBO engineers as an admin user on my account. I hardly was comfortable with this regarding security and safety but didn't feel like i had a choice, so I did it.

That week i tried setting up a new QBO company, setting up payroll, then using Rewind Backup/ Copy to transfer all data from old to new. 4000 transactions didn't copy because of errors making that a fail.

Feb 3 saw the message from QLD that his was working, logged in with Chrome/ incognito, and what do you know, payroll works! I did nothing different than i had been doing for months.

A couple things i have learned through this-

1- Don't believe QBO support when they say 'soon'.

2- If something isn't working IMMEDIATELY go back to your previous system, do not enter any information in a system that isn't 100% functional, because you have no idea how long till it is fixed.

I feel extremely lucky that I didn't have to manually re-enter any data!!

Now my next step is to try to get refunds for the time this wasn't working. They had better give it to me, but honestly, i have likely spent enough time on this that I could have made over $1k doing other billable tasks, so the lost subscriptions are a pittance. I would love to send a bill to Intuit for 1k and it would be only fair if they would pay it. (dreaming!)

Good luck to you, and i sincerely hope that nobody ever has to go through the same thing I had to!!!

One final poke at Intuit- their support email is QBOcares. What a sick joke!!! Do they think I believe they care?