"You must either enter the hours worked or compensation amounts, or clear the checkbox to exclude employee from this payroll run."

Hi there ro050408,

Welcome to the QuickBooks Community. I want to assure you that here at QuickBooks we pride ourselves on providing top-notch customer support to all of our customers. It sounds like we've missed the mark this time, so I want to make sure that we get to the bottom of this for you. Paying your employees on time is of the utmost importance, and I don't want this to be delayed any longer.

I'd like you to try running through some browser troubleshooting steps. Sometimes the images and files that are stored in your browser's cache and cookies can cause issues within the program. Clearing the cache and cookies or running the program in a private or different browser can eliminate many issues and errors that prevent you from getting back to doing what you love. Please try all of the steps below when you have a chance:

• Clear your browser cache if you're using a browser

• Clear the app cache if you're using the QuickBooks Online app for Windows or Mac

• Try a browser if you're using the app

• Try a private browser window

• Try another browser type

• Make sure you're using a supported browser and system

• Reset your Internet or try on another computer or device

It sounds like you've done a great job attempting to get to the bottom of this on your own, and I can see that you're already aware of the option to uncheck the employees that won't be paid in this pay period. Since the Community is a public forum, I won't be able to collect the sensitive account details here that are necessary to look further into this situation. I know you've already been in touch with support, but the steps you've already tried should be documented so future agents will be able to work with you to try new options to resolve this issue.

Reaching out to support by phone, chat, or even social media is the best way to get to the bottom of this. Here are some of the ways you can reach out. I'm confident that we'll get this sorted out for you. 
 

Schedule a Callback or 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 Media: Facebook, Twitter, and Instagram.

Reach out here if there's anything else I can do for you, but remember that this is public so don't include any account information in your reply. I wish you all the best.

This happens in both Chrome and Edge and in incognito windows too, so it has nothing to do with the cache.

Thanks for letting me know that you've tried those browser troubleshooting steps. I see that you've worked with support previously and can appreciate how that hasn't gotten you to the solution you're working for. However, in this situation, this isn't an issue that we can troubleshoot through this public Community forum because there are account details and other information we'll need to gather to verify your setup, how things are looking on the back end, and other such details to determine the next troubleshooting steps or even alert our engineers that there's an issue if it comes to that.

Before calling in, something you can do is check the employee setups to make sure there aren't any wonky calculations that might be throwing the system for a loop. For instance, if the program is somehow registering the vacation or sick hours as over 9999 hours, that can cause issues in the system. To check on this, click the employee name in the Payroll tab, then choose Edit employee. You'll be able to review their information there.

As you can see from what Rebecca outlined, there are a few ways to reach support, so choose whichever works best for you to get in touch with us again.

Customer service has not fixed anything. 4 days of not being able to run payroll, but every day I am told they will manually force it through overnight, but then it never happens. How can I reach someone that actually can do their job?

Thanks for the update @ro050408. This isn't the experience I want you to have, so I'm going to pass along some feedback to our support team to ensure we're providing the best support possible. If you'd like to reach my team, we'd be happy to look into this for you personally. I can tell that you've put a lot of time into getting this resolved and I want to make sure this gets fixed so you can pay your employees. We can be reached via DM on either Facebook, Twitter, or Instagram. I'll be looking out for your message. 

I also have emailed the Intuit office of the president with no response. Not even an autoreply.

Hi again @ro050408. It can take up to 72 hours to hear back once you've contacted the Office of the President by email. You'll hear back from somebody, it'll just take a little extra time. I'm still open to working with you via social media if you'd like to reach out. We can work together in real-time to get to the bottom of this issue.

I've tried sending messages to you on Facebook. It says nobody is available so far. 

And I do not use twitter or instragram. Also, why should I have to resort to using social media for tech support? It is ridiculous that I have spoken to a dozen different customer service reps and nobody has fixed this issue. I cannot pay my employees because of this website error, and it just keeps dragging on day after day. THIS NEEDS TO BE FIXED. I've spent 20 hours dealing with this so far this week.

To reach us on Facebook you'll want to follow the link in my above posts, I'll leave it here again just in case. Use the Send Message feature on the top right if you're accessing Facebook via your internet browser on a computer. 

It's not necessary for you to reach out for support on social media if you're not keen on that mode of communication. Our team has all of the same training and expertise as the phone support agents. I was simply offering the alternative since I know you've already spent a lot of time on the phone. I know that you need to get this sorted out so you can pay your employees so reaching out on social media is a direct route to contact my team specifically. 

As I've mentioned previously, the Community is not a suitable place to troubleshoot or work on problems like these as we need to collect sensitive account details. I want to make sure that this problem is dealt with so as I mentioned I'll be waiting to see a message from you on Facebook, or you can reach out via phone or chat again to check on the status of things and see if the payroll team has been able to push the payroll through for you.