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Level 1

Online Advance Payroll

When I try to create a Payrun I keep getting 'An error has occurred while processing this job' I have tried contacting Quickbooks Support for help and an Investigation has been launched that was5 days ago, I have tried clearing cookies/cache and retrying but still no luck. I have not submitted my RTI to HMRC and am getting desperate for any help.


Has anyone else had this problem and how did you solve it?


Online Advance Payroll

Hello, Michelle. 


I appreciate taking the time to contact our support, and do the basic troubleshooting steps to resolve the error. I'd like to share some updates about the pay run issue. 


I checked our systems regarding the error message, and our engineers are still working to fix it. 


In the meantime, you'll want to run your payroll outside QuickBooks. When the issue is fixed, you'll want to contact our support again so they can add the manual pay run to your records.


This ensures your taxes and RTI amounts are accurate and correct. 


You can also do follow-ups with our support regarding the issue. 


In case you don't have the phone number or chat link handy anymore, here's how you can contact our support: 


  1. Click the Help menu.
  2. In the chat box, type "Contact support."
  3. Select the Contact a human option.
  4. Click the Live Chat / Call me back link. 


If you need help managing your books while waiting for the fix, you can check the Banking topic. We have articles to help you manage and categorise your bank transactions, and guide you in the reconciliation process. 


We value your patience while we're working to get the pay run feature back to normal. If you have other concerns regarding your payroll, I'd be glad to help you out again. 

Level 1

Online Advance Payroll

It is now 6 months from the original post and I am now having the same issue trying to do a new payrun.

What was the outcome and the fix to this problem?

QuickBooks Team

Online Advance Payroll

Hello, Raymond_Pottinger. 


I've checked our records and found similar issue related to your concern. Rest assured, our software engineers are working hard to resolve this issue permanently.      


To be notified about the latest status of this matter, I recommend contacting our Customer Care Team. This way, you can receive an email once any updates on this issue are made available. 


Just a heads-up, we have limited staffing, our phone and chat support are open every Monday-Friday from 6:00 AM to 6:00 PM Pacific Time. Also, they're open between 6:00 AM to 3:00 PM Pacific Time on Saturdays. 


You can read through this article for more information about the different types of support we offer at Intuit and its availability: Support Hours And Types . 


You can go to our QBO Advanced Payroll hub for easy access to resources that helps you manage your payroll and reports in QuickBooks:  


Please know that I'm ready to assist further and answer any follow-up questions about payroll. Always keep safe!

Level 1

Online Advance Payroll


I've tried your suggestions and cleared the cache on 2 computers and installed a fresh browser on the second computer and attempted a payroll run without success.

Any other suggestion?




Online Advance Payroll

Hello @Raymond_Pottinger,


I appreciate you for dropping by here in the Community. Allow me to step in and share some updates about the error message when running payroll in QuickBooks Advanced Payroll.


There's an ongoing issue related to the error users encountered in this thread. Since the problem persists after performing the recommended troubleshooting by my colleague, It would be best to contact our Payroll Support Team.


They can add you to our list of affected users. This way, you can receive live email updates while a workaround is unavailable. You can reach them through this link: Contact Payroll Support.


Also, you can check out this link, which contains articles you visit about using QuickBooks Advanced Payroll: QuickBooks Online Advanced Payroll hub.


Feel free to hit that Reply button if you have further questions about creating Payrun in QuickBooks. Have a great day ahead.

Level 1

Online Advance Payroll

I have the same problem with payroll online advanced as referred in this topic below.

Is there any solution to this problem please

Thank you,


John Theodorson




Online Advance Payroll

I've checked our records and found out the issue with the error message when running payroll in QuickBooks Advanced Payroll has been closed, John Theodorson.


Since you're still experiencing this behavior, I suggest contacting our Payroll Support to investigate and determine the reason why you're still experiencing the same issue.


Here are the steps:


  1. Go to Help (?).
  2. Select Payroll at the bottom.
  3. Select QuickBooks Advanced Payroll Hub.
  4. If you want to contact support directly, type ‘Chat’ in the ‘Type Something’ field and use Enter
  5. Select Ask me a questionAsk the QuickBooks Community or Contact a human.
  6. In the Search tab, select Contact Us.
  7. Enter your question and select Continue.
  8. Choose a way to connect with our support.


Once everything is set, you can use these resources for guidance in running your payroll seamlessly:



You can always get back to this thread if you have other follow-up questions about managing your payroll. I'll be here to help you out.


Online Advance Payroll

Hello Community Users, We just wanted to pop in and update this thread regarding the An error has occurred while processing this job message when processing/creating a pay run.

The cause of the issue for the original post generator was resolved. It can be company payroll specific. For example an employee address that was auto filled not picking up and needing to be entered manually.

If you get this error please let us know and we'll be happy to investigate the cause and get you a resolution ASAP.

Need to get in touch?

Contact us