I want to make sure you're able to use QuickBooks Online without any error messages. You've come to the right place for help with this.
You'll be prompted with this error message when one of the accounts, customers, items, vendors, or employees has been made inactive. It sounds like you're entering employee pay details, meaning that when in the payroll module, either your customer is inactive, or the account you're using to run payroll has been made inactive in the system.
To fix this error message, check whether your employee has been made inactive.
1. Select Employees from the left navigation menu.
2. Click the drop-down menu that says Active Employees, and toggle it to Inactive Employees.
If your employee is appearing inactive, that explains the error. To make the employee active again, click their name, and select the small pencil icon next to Employment. Change their status to Active.
You can also check to see whether this may be account related. To see whether your payroll account has been made inactive, follow the steps below.
1. Click Accounting on the left navigation menu.
2. Click Chart of Accounts.
3. Select the small Gear icon above your account list.
4. Click Include Inactive.
If the account you're trying to run payroll from is inactive, reactive it by clicking Make Active on the right hand side of the page.
I hope this helps get you back on track. If you have any other questions, please let me know.
Thanks for trying the steps. At this point, I recommend contacting our support team for further assistance. You can use any one of the contact methods below:
Phone: 1-833-317-2226 from Monday to Friday from 9 a.m. to 8 p.m. ET or Saturday from 9 a.m. to 6 p.m. ET
Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)
Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Start a Chat.
Feel free to ask questions. I'll be here to help.
I have run into this too, in Oct 2020 while setting up, and the helpdesk was unable to solve the problem on my end, though they were able to override it and adjust details for me so I could continue building the company. I would appreciate any further input from QBO Support to resolve the problem completely. Thanks!
Thank-you for reaching out here in the Community and letting us know that you're experiencing this issue as well. It's important that you're able to use QuickBooks to do your books without being interrupted by error messages such as this one. I want to help resolve this so you can get back to business and use all of the awesome features that QuickBooks has to offer.
As outlined above, this error message occurs when either a Customer, Item, Vendor, or Employee has been made inactive. Please follow the steps above to determine if one of your employees has been made inactive. To find out if any of your Customers or Suppliers has been made inactive, simply navigate to either the Customers or Suppliers page and use the small Gear icon above the action column to Include inactive. If you want to check for inactive products and services, please navigate to the Sales tab, followed by Products and Services, then use the Funnel icon next to the search field to set Status to Inactive. To make either of these items active again, simply click Make active from the action column.
It's possible that you're receiving this error message as a result of website data stored in the cache and cookies. Taking the time to clear your cache and cookies often fixes many issues. Please try the browser troubleshooting steps below:
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
If the error message is still persisting after you've made any inactive items active again and tried the listed browser troubleshooting steps, an agent from our support team will be an asset to you. Agents have tools to do a screen share so that they can take a look at your QuickBooks and provide you with real-time support. You can get in touch with one of our capable agents by calling 1-855-253-1536 from Monday to Friday between 9 a.m. and 9 p.m. EST.
Thanks for being an invaluable member of the QuickBooks family!
Hello Rebecca, Thank you for your reply. Just would like to make sure I understand before I try what you suggest-- are you saying that any or all inactive customers, suppliers, items, accounts, etc. whether or not they should be related to the payroll features, might prevent updating of employee payroll information?
Thank-you for that clarifying question. You should be searching for any employees, customers, suppliers, or items that have been made inactive in error. It is unlikely that an inventory item would be causing the error when updating an employee's information, but it's important to cover all the bases in trying to troubleshoot the issue since the item that has been made inactive is not specified.
I hope this clears things up!