Payroll Tax setup

Hi Indresh, 

Welcome to the Community! It's great that you're now taking advantage of QuickBooks Online Payroll to manage all of your accounting in one place. I want to ensure that you're able to resolve this error so that you can get back to setting up your payroll taxes. 

I'm not sure what troubleshooting steps the customer service agent went through with you, but the first thing I recommend trying is browser troubleshooting. Over time data such as cache files and tracking cookies build up in our web browsers and cause performance issue with online programs such as QuickBooks Online. Please give the following troubleshooting steps a try, checking back between each to see if the error is gone or not: 

• Clear your browser cache if you're using a browser
• Clear the app cache if you're using the QuickBooks Online app for Windows or Mac
• 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 you've already gone through these with the other agent, or if you try them and the issue persists, please let me know! 

Hi, 

I already cleared any cookies but the problem still persists. 

I have attached a screenshot to maybe help you. 

Hello Indresh,

Thanks for sharing that you've already cleared your cache. This is a great first step! Trying a private browser and even another browser type entirely are also important part of troubleshooting. Please give those a try as well, just so we can completely rule out a browser issue.

I'm not seeing a screenshot with your message, but that's okay. I'm familiar with the error you're seeing. This typically comes up when there are missing details in employee settings, your payroll settings, or your payroll tax settings. Since you're seeing it while trying to set up your payroll tax settings, we can focus on the other two.

In your employees' settings, please go into each setup and ensure that you've got all of their details, such as their gender, address, and so forth. To do this, visit the Payroll tab, then select an employee name from the Employees tab, and Edit employee. Make sure they have all the necessary details, then save. Go through each one, then try setting up your payroll taxes through the Taxes tab again.

If you're still having trouble, head to the Gear icon and choose Payroll Settings. There, you can verify that you're not missing any information for your company's payroll information. Once everything looks good there, try the Taxes tab again.

Finally, if that still doesn't work, please reconnect with support outside of the QuickBooks Community so that our team can take another look at your account. There have been occasions where this kind of error has come up and there's a message in our back-end tools that we can reference to learn why. If we're still not able to resolve it, this may be an issue we'll want to escalate to our engineers to look at.

Here are the various ways you can reach support.

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, Twitter, and Instagram.
Support hours are from Monday to Friday between 9a.m. and 8 p.m. ET.

Feel free to reach out as soon as you have a chance.

Hi, 

I have actually processed one payroll already. after that I was setting up the taxes when I encountered the problem. 

I have gone through the employee's information and the payroll settings, everything looks good there. I have called the support line but they are unsure of the error saying that it is an ongoing investigation, I was hoping to know if someone else was facing it or was it just me. 

Do you guys know anything about the ongoing investigation?

I was hoping I can get more than that like a timeline or something. 

Hello Indresh, 

I have been having the same problem. I tried all the suggestions, but still unable to setup the Payroll tax. Do you end up finding out a solution? 

Thanks