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Level 1


I have added a new employee to my payroll. I have entered her hours on payroll hour rate but when l go to  pay runs. It coming up as £0 on pay and hours. I am failing to find out how to solve this. Their pay day is today. Help please. Urgent

QuickBooks Team


Let's get this working to make sure the employees are getting paid, cornerstone20.


There are also a couple of steps that I'd like to recommend to help you sort this out. 


You can begin by checking if there's a rate assigned to the payroll hour. Aside from that, you also need to verify if you have the correct dates for the period in the pay run. 


If you have checked them already, this may be caused by excessive cache and other browser-related issues. I have more troubleshooting steps to share that can resolve some of the most common browser issues in QBO.


To do that, log in to your account in an incognito or private browsing session. This ensures that your browser doesn't retain outdated data from previous sessions.


Here are some steps you can follow:


  1. Open your browser and click on the three dots in the upper-right corner.
  2. Select "New Incognito Window" or "New Private Window" from the dropdown menu.
  3. Log in to your QBO account in the new window.


Alternatively, you can switch to other browsers and log in to your account using them. Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge are all compatible with QBO.


After that, create another pay run and check if you can already see the amounts. Then, return to your original browser and perform a cache clearing. For guidance, please refer to the following article: Clear Cache and Cookies to Fix Issues When Using QuickBooks Online


Let me also share these articles for additional guidance when running payroll:



Don't hesitate to tag my name in your reply if you have more questions for us. We'll make sure that you get your employees paid on time.

Level 1


l have tried that its not resolved the problem. The employee started on the 9th of August and payroll is from the 26th to the 25th of each month. Does that affect anything. Is the payroll a month in arrear. I am paying today but its saying payroll 26/07/23 to 25/08/23. is that why the employee's pay is 0 hours and £0.00 pay. 



Thank you for your prompt reply, @cornerstone20. I appreciate the additional details you've provided regarding the pay period of your employees and the urgency to get them paid. Allow me to direct you to the appropriate support that can assist you in processing your payroll.


Since the information shared by my colleague doesn't work, I recommend reaching out to our Customer Support Team. They have the necessary tools to check your payroll setup and assist you in creating your paycheck, ensuring that the hours and pay will not show as £0.


Here's how:


  1. Sign in to your QuickBooks Online company.
  2. Select Help (?).
  3. In QB Assistant, enter the topic you need help with. You can also enter questions.
  4. In Search, select Contact Us to connect with a live support agent.
  5. Choose a way to connect with us:
  • Start a chat with a support expert. Live chat all day, M-F.
  • Call us. M-F, 8:00 AM to 10:00 PM, and S-S, 8:00 AM to 6:00 PM.


See this article for our operating hours: QuickBooks Online Support. It includes the schedule so you can call us at a time convenient to you.


I will provide you with these resources that will guide you in running payroll and managing your pay schedule to ensure that your employees receive their paychecks in real time:



If you have any other concerns about running payroll or any questions about QuickBooks, feel free to tag my name in the comment section. I'm always here to help. Stay safe.

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