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Dynamic Treasurer
Level 3

2 payruns in Test mode have not gone through. " after have. Unlocked pay runs and resubmitted. Still not gone through. How to send them? Third time of asking!

 
Solved
Best answer April 29, 2020

Accepted Solutions
Dynamic Treasurer
Level 3

2 payruns in Test mode have not gone through. " after have. Unlocked pay runs and resubmitted. Still not gone through. How to send them? Third time of asking!

Thank you Christie Ann,

Only just seen you post. What you suggest is what I did, and have posted accordingly. Thank you for acknowledging that there was a problem in QB, which was my conclusion.  I ended up posting several times with different expressions of the problem.

There were two reasons for that 1) I received 'help' from QB from 'do-not-reply' email addresses which was singularly unhelpful but which presumably counted as the problem being solved. Very frustrating. 

2) it was impossible to adequately describe the problem in the question boxes allowed, and so the replies I was getting back were useless at best and sometimes inane. I repeatedly had to make it clear that I was using Advanced payroll, and not using pensionsync, both of which I'd picked up as potential issues from a member of the community - not from QB.

So thanks again for accepting my post!. The solution (with help from Emeelyn(?)) was to delete the Payruns, recreate, and finalise - - a bit fraught as it deletes the journals too, and then to export to QB (thereby creating a new journal. 

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2 REPLIES 2
ChristieAnn
QuickBooks Team

2 payruns in Test mode have not gone through. " after have. Unlocked pay runs and resubmitted. Still not gone through. How to send them? Third time of asking!

Hi there, Dynamic Treasurer.

 

To ensure that I'm on the same page, are you using the Advance Payroll? If so, being unable to send payslips has recently been reported as an ongoing issue. Our Product engineers are now working to fix this as soon as possible.

 

I suggest contacting our QuickBooks Support team, so they can add you to our notification list. This will help our engineers determine the number of affected users. And, you'll then receive an email notification once we resolve the issue.

 

Here's how to contact them:

 

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about unable to send payslip.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

 

  • Start a chat with a support expert.
  • Get a callback from the next available expert.
  • Ask the community to get help from businesses like yours.

 

7. Select how you want to contact them and fill in the information.

 

In the meantime, I suggest downloading the payslip to your desktop and send them to your employees manually. See this article for more information: View Pay Slips in QuickBooks Online Advanced Payroll

 

If you're using other types of Payroll, I suggest logging in your QuickBooks account using a private browser. This way, you'll see if you get the same result. And, to verify if the issue is caused by a full cache. This might be also the reason you're unable to send payslips.

 

Use these keyboard shortcuts based on the browser you're using. 

 

  • For Internet Explorer of Firefox, press Ctrl + Shift + P.
  • For Chrome, press Ctrl + Shift + N.
  • For Safari, hold down Command + Shift + N.

 

If it works in incognito, I recommend clearing the cache of your regular browser. This removes the history or log of sites so you can start with a clean slate. You can check this article to see the steps: How do I clear my browser cache and temporary Internet files?. If the steps above didn't work, use another supported browser as alternatives.

 

If the issue continues to occur, I recommend to manually send the payslips to your employees. You can click this article to see more details: Payslips in QuickBooks Online Standard Payroll.

 

If you have any additional questions or require further clarification about your account, let me know by leaving a comment below. Have a great rest of the day.

Dynamic Treasurer
Level 3

2 payruns in Test mode have not gone through. " after have. Unlocked pay runs and resubmitted. Still not gone through. How to send them? Third time of asking!

Thank you Christie Ann,

Only just seen you post. What you suggest is what I did, and have posted accordingly. Thank you for acknowledging that there was a problem in QB, which was my conclusion.  I ended up posting several times with different expressions of the problem.

There were two reasons for that 1) I received 'help' from QB from 'do-not-reply' email addresses which was singularly unhelpful but which presumably counted as the problem being solved. Very frustrating. 

2) it was impossible to adequately describe the problem in the question boxes allowed, and so the replies I was getting back were useless at best and sometimes inane. I repeatedly had to make it clear that I was using Advanced payroll, and not using pensionsync, both of which I'd picked up as potential issues from a member of the community - not from QB.

So thanks again for accepting my post!. The solution (with help from Emeelyn(?)) was to delete the Payruns, recreate, and finalise - - a bit fraught as it deletes the journals too, and then to export to QB (thereby creating a new journal. 

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