Good news, you ran your final payroll for the tax year. You can run payroll again once the new tax year is ready. How do I start new tax year payroll?

Hi Anna,

Thanks for joining us on the Community. 

Can I check which version of the payroll you are using, Standard or Advanced? 

I have the same issue.  I am using Standard Payroll.  I have properly and successfully completed the last payroll run for 2019/20.  I have been on the live chat and they couldn't solve this issue.  It sounds like it is an issue affecting lots of people so presumably there is a bug in the software.

Hi Jason

Yes, we have multiple users experiencing this. We can see you have been added to the investigation yesterday and the engineers are working on each individual company one by one to make sure this is fixed.Once this is done we'll be in touch on the case but you might see the change in product first

Emma 

Hi Emma

Many thanks

Jason

I am not sure if I have the same problem or not. But when I attempt to run a draft payroll for April 2020, the YTD figures for earnings and tax etc. are carried over from the payroll of March 2020. I was expecting everything to reset so that YTD earnings and tax etc. included only the figures for April 2020.

Is this the same issue as described in the original post above?

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@Anthony59 wrote:

I am not sure if I have the same problem or not. But when I attempt to run a draft payroll for April 2020, the YTD figures for earnings and tax etc. are carried over from the payroll of March 2020. I was expecting everything to reset so that YTD earnings and tax etc. included only the figures for April 2020.

Is this the same issue as described in the original post above?

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I am using Quickbooks Advanced Payroll

Thank you for joining the thread, @Anthony59.

Let me share some insights regarding your YTD figures. Since the earnings were carried over from the March payroll, you'll need to check the payroll number. If you're running it monthly, you'll need to ensure that the March payroll was month 12.

If you're having an issue with the number of months on your payroll, I'd recommend reaching out to our Payroll Support so they can view and verify your year-end payroll. They have the necessary tools to help you run the last payroll of the year. 

For other helpful information you may need in the future, you can always visit this link: QuickBooks Online Advanced Payroll Hub.

I'll be on the lookout if you need anything else or if you have follow-up questions. I'm ready to help however I can. Take care and enjoy the rest of your weekend. 

Thank you @IntuitLily  for your reply.

Reading the payslips, March 2020 payslips have "Pay Period: M12"

The draft payslips for April 2020 have "Pay Period: M1".

However the YTD figures have not reset for April 2020.

I suppose that I will need to contact Quickbooks support for help.

Have a nice weekend too.

Hi again @IntuitLily 

I think that I just figured out the problem. It was because under 'Opening Balances', I had set the wrong year for 'Initial Tax Year'. I had set it to 2020/21, instead of 2019/20.

We did our migration during March 2020, so it should have been set as 2019/20.

I realised that there was something wrong when I saw that the March 2020 payslip had the wrong YTD figures as they had been reset. But the April 2020 payslip YTD figures included the March 2020 YTD figures from our pre-migration legacy system.

After setting the 'Initial Tax Year' correctly, the YTD figures seem fine now.

Thanks for your help.

has anyone had their issue with this resolved yet?

I am experiencing the same issue and no one at QB seems to have a clue what is going on?

i was meant to have run my first payroll by now!!

I appreciate you coming here with us, BIO.

We can try some troubleshooting steps to check if the behavior is a caused by a browser related issue. Let's start by using an incognito window to determine if it's the browser's cache that's preventing you from running your first payroll.

You can use the following keyboard shortcuts as your reference:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Shift + N

If it works, we’ll need to clear your browser’s cache to optimize the browser’s performance and your QBO experience. You can also try using other supported browser. 

If the above steps didn't work for you, I suggest contacting our QuickBooks Care Support. I know that you've already reached them. However, this issue may require a thorough investigation and they have the necessary tools to conduct a deeper investigation.

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

If you have other questions, just let me know. I'm always happy to assist you further. Have a great day ahead.

i have tried on 3 different machines and different web browsers and still experiencing the same issue.

I have also tried incognito, still the same issue.

I have had chat with 2 different members at QB, one of which cut me off and still no help.

My RTI is now late as i  have not been able to run payroll at all.!! Meaning there is a good chance i will be fined by HMRC.

This is not a minor error

I think it is time to move to a different account software

QB has had nothing but issues since i migrated from paysuite.

Hi @BIO,

I appreciate your prompt reply, as well as the number of details you've included in your post. 

At the moment, we have an open investigation of the exact issue you mentioned above. I suggest contacting our Technical Support team for assistance. They can add you to the list of our affected users, and with that, you'll receive email notifications whenever an update becomes available. You can refer to this investigation number: INV-44503.

Follow these steps to contact them:

1. Log in to your QuickBooks Online company.
2. Click the Help menu.
3. Select Contact Us.

You can also take some time to take a look at the table in this article: Product feature comparison for Payroll UK. It lists the available features between the Standard and Advanced Payroll. 

If you have other questions, post them below. I'll be sure to get back to you. 

Has anyone seen this problem fixed yet so i can run my payroll, reported the problem over a week ago still not resolved. Is this a case that quickbooks has lost the plot and unable to fix this problem. !!!

I can understand we have Covid -19 with home working and a problem as serious as payroll not working justify a 1 hour wait on the phone lines, come on guys get your act together and sort this major software issue out . people have payroll to run ....

Well an hour later and I have just spoken to a person that is not aware of the problem with running the new financial year month one pay run. !! I see here it has been reported two weeks plus ago, How many other people are waiting to hear from QUICK books when we can expect the software problem to be fixed. I would be interested in seeing other people post on here to show the extent of this issue, is it effecting just a few customers of a few thousand. 

I feel very let down that this company is waffling its way through a problem and not telling its customers how serious the problem really is.  Will I be able to run my pay roll this month or not is the question .!!!

How many other customers have this message : "Good news, you ran your final payroll for the tax year. You can run payroll again once the new tax year is ready." and unable to advance to month one pay run. !

Hello, michaeljones14,

I see how important it is to be able to run your payroll this year.

While our Engineering Team is diligently working to have the payroll service available, they'll keep updated via email. Just make sure your account is already to the investigation.

If not, we'll update this post once the issue is resolved.

I appreciate your patience and understanding while we look into this.

Hello,

Same problem here, not been able to process 2020 WK1, WK2 and more than likely WK3 tomorrow. Reported this problem to them on 2nd April, not a word from them since then.

Whist I appreciate that the will have staff shortages, the support has been very poor.

Regards

Mike

Too little too late I am afraid.

I have now switched providers, once my accountant has finished and finalised things within QB I will be closing my account.

Running payroll is one of, if not the most important part of running a business.

You need to be able to pay your staff and having a glitch for 3 weeks on such an important part is completely unacceptable.

I wouldn't be surprised if you lost a lot of customers due to this.

4 years we have been with you, and I have to say the last 4 months have been the most problematic, ever since my payroll had to be switched from paysuite