Hello, @Gary105. I recognize how concerning it can be to have trouble accessing payslips. I'm here to assist you through this.
Currently, there are no ongoing investigations related to the "We can't get your info" error message. A common cause of this issue can be browser-related problems. Outdated cached data may prevent access to the most current information. I suggest having your employee perform some troubleshooting steps for their browser.
To eliminate any caching issues, they can use a private or incognito window. Here are the shortcut keys:
- For Mozilla Firefox browser: Ctrl + Shift + P
- For Google Chrome browser: Ctrl + Shift + N
- For Safari browser: Command + Shift + N
Once they're in private browsing mode, they can try to reaccess their payslip. If it works, they can clear their browser's cache to remove any webpage data causing the issue. If a private browser doesn't work, they can use other supported browsers.
If the problem persists, I recommend contacting our support team. This way, they can look closely at your employee's account and provide a tailored solution.
For more detailed guidance on sending and exporting payslips, visit this article: Email or download payslips in QuickBooks Online Standard Payroll.
Additionally, this resource contains valuable information about specific features in QuickBooks Online Standard Payroll Standard Payroll hub | QuickBooks Online.
Your employee's ease of accessing their payslip is a top priority for me. If you’ve got additional questions or concerns, shoot it my way. Take care, Gary.
