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info910
Level 1

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

 
6 REPLIES 6
IamjuViel
QuickBooks Team

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

I appreciate the complete details you've provided, @info910.

 

Stored data can affect your browser's performance and behavior. Let's access your QuickBooks Online account using a private browser.

 

Here are some keyboard shortcuts you can try:

  • For Chrome, press Ctrl+Shift+N
  • For Internet Explorer or Firefox, press Ctrl+Shift+P.
  • For Safari, hold down Command+Shift+N.

If you're able to update your employer information without any error, I'd recommend clearing your regular browser's cache. Also, to check any issues with your browser’s health and its compatibility with QuickBooks Online, you can run the Browser Health Checkup Tool.

 

Know that I am always here to help if you have other questions, feel free to leave your comments below.

becky47
Level 1

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

I also get the exact same error.

I have used three different browsers and the Quickbooks app and still cannot update my HMRC PAYE reference number, because of this I am now late in subitting my very first payroll through Quickbooks - Never had a single issue like this for the whole 5 years of using 121CloudPayroll and makes me think I made a huge mistake moving to Quickbooks.

Please get this sorted ASAP!

Kristine Mae
Moderator

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

We want this resolved as much as you do, Becky47.

 

Good work for doing the basic troubleshooting steps. I'd suggest reaching out to our customer care support since you're still encountering the same issue. They have more tools to help you fix this. Here's how:

  1. Click Help inside QuickBooks Online. 
  2. Select Contact Us.
  3. Enter "Error when updating HMRC PAYE reference number" in the description field, then click Let's talk.
  4. Select either Start a chat or Get a callback

Once it's fixed and you've created your payroll, you can already submit FPS to HMRC. I'll share some articles depending on the payroll subscription:

Feel free to visit the Community if you have other concerns. We're just around to help you. 

pennytranter1
Level 1

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

I have come across this issue now as I'm setting up payroll for the first time.

 

What I have noticed is that the example Quickbooks Online gives for the Accounts Office reference number ends with a letter but my reference doesn't end with a letter.

 

Could this be the issue?

 

Did anyone find a solution?

Ashleigh1
QuickBooks Team

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

Hello Pennytranter1, thanks for posting on this thread, does your details match what HMRC have sent to you? so it is normally 4 things that need to be correct which are the PAYE, Office ref, user ID and password. Please can you check all 4 of those as well. Thanks 

pennytranter1
Level 1

Payroll settings won't accept correct Employer PAYE reference or Accounts Office reference. Get this message "Something went wrong. Please wait a moment and try again."?

All the information is right - I've been on the HMRC portal to check that the login details and reference numbers are correct.

I'm not sure what else I can check but if all else fails, I'll have to ring Customer Services.

 

 

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