Payroll expense no longer being captured into Projects and reporting

Hi there crystalst,

It's important that all your payroll information is entered correctly for your employees to get paid the right amount. QuickBooks Online Payroll is a great tool able to help you calculate and pay your employees based on the hours they've worked for your company. I can point you in the right direction for assistance with payroll not affecting your books correctly. 

If your pay is no longer affecting your books correctly. I recommend reaching out to the QuickBooks Online Payroll support team outside of the community. They'll be able to view how your payroll is set up in the system, your projects as well as some pay runs to see what's going on with your pay affecting the books and projects differently. You can reach out to them using these steps:

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.

Hi:

I'm sorry but this answer doesn't really make sense. My payroll is 100% set up correctly. Nothing has changed at all on our end of things that would account for the payroll expenses suddenly not being captured. I don't think QB payroll support is going to be able to help me figure out why there's a software glitch. Seems like more of a tech problem. I have already tried the chat option twice and they were unable to help me sort it out.

Hi crystalst,

I appreciate you getting back to us here.  QuickBooks Online Projects, provides two options for viewing payroll.  You can switch between Payroll Expenses or Hourly Costs.

1. Go to Projects and select the project you want to view

2. Use the dropdown ▼ to select the Payroll Expenses or Hourly Costs 

Note: Changing this setting in one project will affect all projects.

When time charges aren't calculating like you would expect, check this switch to see if you're using your preferred type of labour cost.  Although this switch will change which labour cost you see in your project's overview and the projects list, it won't affect your books.  The reports will calculate labour costs based on either payroll expenses or hourly costs, depending on what the switch is set to.  I hope this helps!

Maybe I'm not making my situation clear here. 

This isn't a problem of toggling the switch. It's always been set to show Payroll Expense and not hourly costs. The payroll runs from the data entered on timesheets that have pushed there from our project management software. I can see the hourly costs are pulled in when I click on "TIME ACTIVITY" on the project dashboard. But when I go back to Payroll Expenses, none of the costs are captured. This only started happening in July/August when the new payroll stuff rolled out, so something has happened with that rollout.

Thanks for elaborating. At this point, I recommend getting in touch with our phone support team so they can share your screen and help get to the bottom of this promptly. You can get in touch using the details below:

• Phone: Call us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.
• Schedule a Callback or start a Chat: click (?) in the upper right in QuickBooks Online > enter "Contact support" > choose Contact Us > provide a brief summary > select Let's Talk > choose Get a callback or Start a Chat.
• Social Media: Facebook, Twitter, and Instagram.
• Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

You're more than welcome to keep me posted on how you make out. I'll be one message away.

Quickbooks Online, at some point in August or Sept 2024, suddenly changed the way they apply labor costs in their project profitability software. ALL projects were changed - even projects that were previously closed from prior years. Basically, labor costs were removed. It makes no sense.

I called their help center and the agents either didn't speak enough English to communicate or had no idea what I was talking about. The last agent admitted to not using Quickbooks Online and was just regurgitating the possible tests off of a help database. If you go to the reports page and search for the job cost reports, you will see that the jobs suddenly include those costs, but if you go into the individual projects, those costs are missing, so you get different results from the same reports in two different places.  The agent I spoke with wanted me to set up a new job and put a bunch of stuff in and run a payroll to see if it was still happening. It was happening already with my new jobs, so I said that was a useless exercise. I was labeled as uncooperative and was no longer assisted.

I'll keep calling in the hopes that I get someone that is competent enough to have actually use the software as a accountant and understands the problem.