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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

 
44 Comments 44
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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hello michellew,

 

May I know what specific error message did you encounter in the Workforce section? I'd appreciate any information you can provide.

 

Thank you in advance. 

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Anonymous
Not applicable

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hi RenjolynC

 

The most common error message seems to be "We can't get your info. Your employer isn't connected to QuickBooks Payroll.  Contact them to access your paycheck." 

 

They seemed to be able to go through the whole process of signing up but once they reached the verification phase they would receive the error message when they tried to sign in.  I suspect it is partly an issue with the link as when I personally copied and pasted this link https://workforce.intuit.com/ in a an email some had success. 

 

However at least a few are still having issues, one of which received a message saying they needed a security code but after putting it in they received the same message again about the company not having Quickbooks payroll.   And yet another who said the administrator has not granted them access.  

 

Tonight when I tried to sign in it just kept reloading the sign in page but not giving me any kind of error message.  It is incredibly glitchy and the issues seem somewhat random.  It's more than a little frustrating....

 

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Anonymous
Not applicable

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Also according to the information regarding Workforce there is supposed to be somewhere to turn on notifications when new paycheques become available for viewing, however when I am logged in and go to settings this doesn't exist.  We are using QuickBooks online.

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hello there, Jodi4.

 

There is a reported issue about Workforce. Though, the affected subscribers are from the US. Let's try to isolate this case. To start with, open Workforce using an incognito window. From there, let your employees sign up. If they're able to do so, go back to the main browser, then clear the cache. Too much cache can affect an application's behavior. 

 

In addition, using a different browser fixes issues like this (Google Chrome, Internet Explorer, or Mozilla Firefox).

 

If you're still encountering the same error after trying the steps, I suggest reaching out to our customer care online support so this will get reported and investigated. Here's how:

  1. Click Help inside QuickBooks Online.
  2. Choose Contact us.
  3. Enter a brief detail about your issue, then click Let's talk.
  4. Choose either Get a callback or Start a chat

Let us know if you have other concerns. We'd be happy to work with you again. 

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Level 2

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

We have tried all these suggestions for a single employee here who is not able ti sign in and view her pay stub.  None of them are working.  It has been a couple of months for this specific employee and QB just keeps saying they are working to resolve?  I would like a resolution 

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

HI SRinCalifornia. It's important this issue is addressed ASAP. I encourage you to contact our customer support team for further assistance. Here's how:

  1. Click Help inside QuickBooks Online.
  2. Choose Contact us.
  3. Enter a brief detail about your issue, then click Let's talk.
  4. Choose either Get a callback or Start a chat.  

Let me know if you have questions. I'm here to steer you in the right direction. 

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Level 2

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

James

I have done this numerous times.  Most recently spent 45 minutes on the phone today with 2 different reps.  Still no resolution.

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

I notice you've spent a lot of time on this and I wouldn't want you to spend any more of it without getting to a resolution. Are you using QuickBooks Canada or the US version? 

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Level 2

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

US version.  Desktop Enterprise 19.0

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Thanks for clarifying which version you're using, SRinCalifornia. I see you've already spent a bit of time on this already and I want to make sure you're receiving the support you need. The thread you're commenting on is a part of the Canadian community and our Canadian support team members, like myself, have been responding here. To get the help you need for your US product, I encourage you to continue to reach out to US support or to share your concerns via the US community page. To ensure you're in the correct regional area of the community for the product you're using, always take a look at the flag in the upper portion of the page to see what it's set to. If you're set to US, you should be good to go.

 

Enjoy the rest of your day.

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

We weren’t able to show your payroll info

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hello Cwade85,

 

Thanks for your message. I want to make sure you're able to use QuickBooks Online Standard Payroll's Workforce feature without any hiccups. We have other users reporting the error message you've mentioned and we have our engineers on the job looking into it.

 

I encourage you to reach out so we can add your account to our list of affected users. If you're the employee seeing this message, reach out to your employer and have them get in touch with us. Here's how to reach us.

 

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.)

Social MediaFacebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET

Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Start a Chat

 

Have a great rest of your day!

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

I am having the same issue with 2 of my employees. It's very frustrating. When will this be resolved?

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hi there wardchiro, 

 

Welcome to the thread. I know how important it is to work with Workforce efficiently, and our engineers have placed this issue at the top of their priority list. While there's no exact ETA on the resolution, I want you to know that there's a list of affected accounts you can be added to for immediate updates. 

 

If you'd like to be added to the contact list, please reach out to our support team here. Once added to the list, you'll be the first to know when the resolution is in place. 

Have a great day.

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

I've spent hours upon hours trying to work with the support team via live chat with no resolution. Hours. and hours. and it's still not fixed. Had to ask my boss to resent the invite 4 different times and am so frustrated. There needs to be a fix for this issue and all support personnel need to be trained on the fix. Terrible experience. 

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

It's important your issue is fixed ASAP. Your time is valuable and I wouldn't want you to waste any of it. Contacting our support team would the fastest way you can get support for this issue. Let me know if you have questions. 

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Did you ever figure out a fix?  We are having the same exact issue in our company.

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Can you add me to the list?  [email address removed]

I have an employee with this issue.

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hello Christy17,

 

I appreciate you taking the time to reach out about this and I know it's important for your employees to have access to their pay stub information. As the community forum is a public platform, it's best to reach out via one of the following methods to ensure that your information is kept private. An agent will need to verify account details in addition to your email to make sure we can have you added. Here are those contact methods again.

 

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

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.)

Social MediaFacebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET

 

Don't be afraid to get in touch!

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Having the same issue for about 30% of my employees.  I am one of them. I own the business. We have called several time and taken over 6 hours of our time.  This is an issue with your website.  I have seen no concern from quickbooks about fixing it.  It is about time to start looking for a new payroll company

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QuickBooks Team

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Your time is valuable and it's vital you get the support you need. I recommend reaching out to our support team using this link. Doing this will allow one of our agents to verify your account and look into the issue at hand. 

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Same response they are sorry and they no your time is valuable but nothing gets done or fixed! I have had the same issue. Followed the bouncing ball, talked to support and they can’t figure it out. They gave a serious glitch in their software and apparently no resolution. Not a good way to keep customers. 

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Level 7

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Hi Mattmx,

 

I hear you on this. Workforce is designed to make your life as an employer simpler, so errors like this can really increase your workload. Our engineering team is actively working to improve the experience of using Workforce and resolve any remaining errors. Typically these errors are caused by issues with the employee's profile, which are fixable by per-employee by making some changes on our end. In the event that we're unable to get it up and running for you immediately, we can attach your company to the engineering ticket so you'll receive updates as our team makes progress.

 

In order to apply fixes, we will need to verify specific account information. It sounds like you've already contacted support regarding this issue, but we're constantly finding new information and new ways to get around these errors. If you feel like the per-employee fixes haven't been tried for your company, please choose from one of the following options to get in touch with an agent. 

 

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

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.)

Social MediaFacebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET

 

Thank you again for your patience as we work to get your Workforce up and running.

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Level 1

Workforce seems to work for some but not all employees, some get an error message and some don't. What could the potential issue be?

Me too.  And I am not receiving any emails about a fix even though I have been told I would.