Hi trenching1,
I appreciate the amount of detail you've gone into here and love that you've chosen to stick with QuickBooks! Now the important part is getting these issues resolved so you can get to work running payroll in QuickBooks Online, and I'm here to make sure you have the right direction for this.
When you convert your data from QuickBooks Desktop to QuickBooks Online, the process brings over as much detail as possible, but there are some limitations. One of those limitations is payroll information because for both programs, Payroll is an add-on service. That's why you're being asked to set things up again even though employee names were brought over. You can learn more about the limitations of transferring data from Desktop to Online here: What to expect when you switch from QuickBooks Desktop to QuickBooks Online
Occasionally, there are hiccups during this process which can cause issues like you're seeing with payroll being stuck. This is really the kind of situation where we need to troubleshoot with you and look at details on the back end to see where the issue lies and how we can move forward to resolve it. It's good to hear that you've already been in touch with support, and they may have even put you on a ticket for this already so our engineers can take a look, but if they haven't, please reach out to us again so we review this payroll issue again. We'll also be able to address any concerns you have with users.
There are a few ways to reach out to support, so I'd like to outline them for you here.
Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > 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, Twitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.
Choose whichever option works best for you, and we'll be here to help. Take care!
