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Level 3

Hours missing from payroll

Good day,
I am attempting to do payroll and am finding that hours logged in my employees' time sheets for both overtime and statutory holiday pay are not showing up in the payroll. For example, when I go to run payroll an employee is showing pay for only 80 regular hours; however, that employee has 101.5 hours logged on their time sheets and the 13.5 overtime hours and 8.0 statutory holiday hours are just missing.
Has anyone else encountered this? I have cleared cache etc, tried private browsing mode as well as browsers other than Chrome.

2 Comments 2
Alex M
QuickBooks Team

Hours missing from payroll

Hi there TKP79,


Thanks for reaching out about your payroll hours. QuickBooks Online is a great tool able to help you pay your employees for the hours they've worked. I can point you in the right direction for assistance with hours not populating.


Thank you for trying the steps mentioned above. For further assistance with this error, I recommend reaching out to the support team outside of the Community. They'll be able to provide further assistance with the error so you can pay your employees the overtime hours and vacation. You can reach them using the methods provided below.


Schedule a Callback or start a 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.
Social Media: Facebook and X / Twitter


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

Level 3

Hours missing from payroll

Are the users with EMPL after their names AI/Bots? The answers are unnecessarily wordy and the one above doesn't even make sense: "Thank you for trying the steps mentioned above. " even though there were no steps mentioned above. Also, making the statement "QuickBooks Online is a great tool able to help you pay your employees for the hours they've worked." in response to a question about QBO deleting hours is illogical and pointless.

I did contact support via a callback request. I received a call back almost immediately and the service rep was very pleasant and tried to find an answer but ultimately was unable to do anything useful to resolve my problem. They didn't seem to know how the payroll module worked and were unable to transfer me to someone with a more thorough knowledge of payroll. They filed us under a particular case for the problem and I am left with no acutal resolution and now must spend time manually calculating and adding hours before I can run payroll.

If anyone else has encountered this and was able to find a solution or at the very least knows how to escalate a problem with QBO support, I would love to hear from you. We are going into our third month of multiple employees not being able to access their timesheets to add hours (I do it manually for them) and now all hours recorded as anything other than regular pay on the timesheets (ie all stat holiday pay hours, all stat holiday worked hours, all sick pay hours, all overtime and double overtime hours, and all vacation pay hours) do not populate when I run payroll. The system is broken and QBO is doing nothing to fix it.

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