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Intuit
2 helpful votes

Master Admin/Company Admin is unable to turn on payroll

If you're getting any of the following errors when trying to turn on payroll please check the possible reasons list below.

  • Contact your accountant to run payroll.
  • Something went wrong with our system. Please contact Support for help.

Intuit charges for payroll (Standard Payroll: £4/mo  +£1 per paid employee /month & Advanced Payroll: £8/mo + £1 per paid employee /month), therefore it is necessary to have an active subscription with Intuit in order to turn on payroll.

  1. You are not billed through Intuit.

If you have signed up via Android or Apple billing (Google Play Store or Apple Store), you will not be able to turn on payroll. As you are not billed by Intuit, we will not be able to charge for payroll, as we don't hold your billing details.

If you would like to migrate over to Intuit billing please contact support.

  1. You are on your accountant's billing.

If your accountant is paying for your subscription, they will need to turn on payroll for you.

  1. Your subscription isn't active.

You may have had a lapsed payment (i.e your card expired, the direct debit got cancelled etc) or your trial has expired. We need an active subscription before we can activate payroll for you.

To subscribe, see How to update your subscription and billing details.

  1. You have not filled in your Company details.

This means you don't have company address/phone number and company details entered in our system. These details act as a billing address in our system, so we need them to ensure the correct person/company is getting billed.

To fill these out, go to the Company CogAccount and settings, Company. Once you have completed these, try turning on payroll again.

  1. Your client isn't billed on your Wholesale Billing.

The person who turns on payroll has to be the person who pays for the invoice to Intuit, so the Master Administrator will need to turn it on.

  1. You have not filled in the Company details for your firm/client.

This means you don't have company address/phone number and company details entered in our system for either your firm, or your client. These details act as a billing address in our system, so we need them to ensure the correct person/company is getting billed.

To fill these out, go to the Company CogAccount and settings (or Company Settings in your firm), Company. Once you have completed these, try turning on payroll again.

  1. Your Team member rights do not allow you to complete this action.

If you don't have Full access as a Team Member please check with your Master Admin to either update your rights or ask them to turn on payroll for the client.

In case all the above has been checked and they don't apply to your business please contact support for further help.

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