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Best answer April 24, 2020
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I understand the importance of fixing the incorrect P60s after you migrated from PaySuite to Advanced Payroll, @jacqui2. Rest assured that I have the additional steps to help get the support you need to resolve this.
First, the Turn off all email notifications box in the Community settings may have ticked. That's why you're unable to receive an email when my peer answered your question yesterday.
To help fix this, let's go to the Subscriptions & Bookmarks tab to ensure the Turn off all email notifications box isn't checked. This way, you'll be able to receive any emails from us moving forward. I'll guide you how.
- Click your profile icon.
- Select My Settings.
- Go to Subscriptions & Bookmarks.
- Choose Notification Settings.
- Uncheck the Turn off all email notifications box.
- Hit Save.
The screenshot below shows you the first five steps.
Second, an incorrect keyword may have been entered in the What can we help you with? box. That could be the reason the Get a callback option is missing from the Help menu. I'd suggest using PaySuite as the keyword when entering your concern. Then, follow the fourth to seventh steps provided by Charies_M above. I've attached a screenshot below for your visual reference.
Since you've already contacted our support team, they have case documentation regarding your issue. Please know that you'll receive email updates about its status and the available fix.
Once resolved, I recommend visiting this resource hub: QuickBooks Online Advanced Payroll (QBOAP). It contains in-depth details about managing your payroll settings, employees, processing pay runs, viewing payslips, and submitting reports.
Please know that you can count me in if there's anything else you need. Keep safe always. Stay healthy, @jacqui2.
I appreciate you for bringing this to our attention, jacqui2.
This situation needs to be checked by our QuickBooks Care Support. I understand that you've already contacted us regarding this matter. However, you may need to reach us back as this situation requires a more thorough investigation.
- Go to the Help menu at the upper right.
- Select Contact Us.
- Enter your concern.
- Click Let’s talk.
- Choose Get a callback.
- Type in your contact info.
- Select Confirm my call.
I'm also adding this article to learn more about the payroll task in QuickBooks Online Advance Payroll: QuickBooks Online Advanced Payroll Hub.
Keep me posted on how it goes. I want to make sure this is taken care of. Drop me a reply if you need anything else. Stay safe and have a good one.
I understand the importance of fixing the incorrect P60s after you migrated from PaySuite to Advanced Payroll, @jacqui2. Rest assured that I have the additional steps to help get the support you need to resolve this.
First, the Turn off all email notifications box in the Community settings may have ticked. That's why you're unable to receive an email when my peer answered your question yesterday.
To help fix this, let's go to the Subscriptions & Bookmarks tab to ensure the Turn off all email notifications box isn't checked. This way, you'll be able to receive any emails from us moving forward. I'll guide you how.
- Click your profile icon.
- Select My Settings.
- Go to Subscriptions & Bookmarks.
- Choose Notification Settings.
- Uncheck the Turn off all email notifications box.
- Hit Save.
The screenshot below shows you the first five steps.
Second, an incorrect keyword may have been entered in the What can we help you with? box. That could be the reason the Get a callback option is missing from the Help menu. I'd suggest using PaySuite as the keyword when entering your concern. Then, follow the fourth to seventh steps provided by Charies_M above. I've attached a screenshot below for your visual reference.
Since you've already contacted our support team, they have case documentation regarding your issue. Please know that you'll receive email updates about its status and the available fix.
Once resolved, I recommend visiting this resource hub: QuickBooks Online Advanced Payroll (QBOAP). It contains in-depth details about managing your payroll settings, employees, processing pay runs, viewing payslips, and submitting reports.
Please know that you can count me in if there's anything else you need. Keep safe always. Stay healthy, @jacqui2.
