cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Everything you need to know about banking in QuickBooks Online - Discover more
suzannesturrock
Level 1

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

my payroll has been upgraded to advance, asking everyone to complete own details, we have not asked for this or subscribed to it, we are still paying basic fees.  I need to run payroll soon but cant QB said there is an on going issue I cant be the only one? anyone else had this?
8 REPLIES 8
RCV
QuickBooks Team
QuickBooks Team

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

This is not the impression we want you to experience where your subscription will upgrade without your permission, @suzannesturrock.

 

When upgrading your Payroll plan to Advance, the primary admin/bill payer will need to contact us. We will send a declaration for the primary admin/bill payer to read and sign. Once the Declaration has been returned the migration can be requested. To learn more about QuickBooks Online Advanced Payroll, check out this article: Set up guide for QuickBooks Online Advanced Payroll

 

For sending payroll, my I know what specific error message you have encountered? This helps us check if there reported cases about that one. We can also perform some basic troubleshooting steps to isolate the issue. At times, the accumulated cache in your browser causes unusual behavior when using QBO payroll. Start by accessing your Online account in a private or incognito window. Just refer to the shortcut keys I've listed below:

  • Ctrl Shift for Google Chrome
  • Ctrl Shift for Firefox & Microsoft Edge
  • Command Shift for Safari

 

If you're able to connect without any issues, go back to your regular browser and then clear its cache and cookies to start over fresh. Alternatively, you can switch to other supported browsers.

 

If the problem persists, please give us a call. They'll pull up your account in a secure environment and help you with this one. Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select the Payroll button below.
  4. Tap QuickBooks Standard Payroll Hub or QuickBooks Advanced Payroll Hub as required. The respective Self-help is displayed.
  5. If you want to contact support directly, type ‘Chat’ in the ‘Type Something’ field and use Enter.
  6. Hit Ask me a questionAsk the QuickBooks Community or Contact a human.
  7. Select Live chat/Call me back.
  8. Enter your question, then select Continue.
  9. Choose a way to connect with us. 

 

Feel free to visit our Payroll page for more insights about managing your payroll transactions. 

 

The Community always has your back, and I'm just a post away should you ever need anything. Just leave a comment below and I'll get back to you. Have a great day ahead.

suzannesturrock
Level 1

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

Thank I have done all of that and logged it with the help desk, there is an issue that they are looking at but I did not ask for this upgrade, I am the bill payer and the user.  I need to run my next month end payroll soon and keep getting fobbed off by quick books saying there is an issue and they can not tell me when it will be fixed.  This is not good enough in my opinion.  I have people to pay!

I have contacted the help desk three times and they are aware of the issue.

I have no data in my payroll, we were quite happy on basic then it just switched over with out us requesting or paying for this service.

GeorgiaC
QuickBooks Team

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

Thanks for contacting our team to report this, Suzanne - we appreciate the urgency of the issue and our engineering team are completing further investigations with expectations to fix within 24 - 48 hours. Please monitor your email inbox for further updates and notice of resolution. :folded_hands:

jamurjo
Level 1

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

Help

jamurjo
Level 1

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

How did you fix this issue? I'm experiencing the same thing and its a real pain.

JenoP
Moderator

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

We'd want to have this sorted out for you, jamurjo.

 

As previously shared in the previous responses, subscriptions are changed when there's a request from the primary admin. The system is not designed to automatically upgrade accounts without a declaration being signed. 

 

I recommend contacting our payroll support team for us to double check what happened, we need to take a look and verify your account. They can review your subscription history and check why it was upgraded to Advanced Payroll. 

 

Here's how to reach out to them: 

 

  1. Click the Help menu in the upper-right hand corner of your QBO account.
  2. Type in "Talk to a human" in the chatbox, then press Enter.
  3. Select Get help from a human.
  4. Click Chat with us or Have us call you.

 

In the meantime, let me share these articles in case you need more guidance when filing your taxes: 

 


Please don't hesitate to always join us again in the Community if you have more questions for us. We're always here to help.

suzannesturrock
Level 1

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

There was an error t quickbooks.  They had to do something behind the scenes.  I had to contact Payroll Support and escalate the issue.  Eventually it was resolved, but I was without payroll for a week and a half.

emmam6
Moderator

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

Hello Community Users, We just wanted to pop in and update this thread. The root cause of this issue, which was causing a hybrid payroll to show, was resolved. The senior engineering team processed the fix on a company by company basis with the original user who posted on this thread having their issue fixed on the 20th May 2022. 

If you experience a similar issue please do not hesitate to add to this thread and we'll make sure this is looked into ASAP/

Need to get in touch?

Contact us