Core Payroll access for cancelled company Quickbooks Online

Hi ellismp, thanks for posting on the Community today

We'd like to make sure you're able to access your payroll data. Was the data that you're trying to access ran on QuickBooks Standard Payroll, prior to migrating to Core? 

Hi yes it was Standard Payroll.  I'm not sure what happened then because the cancelled company shows Core Payroll for some reason.

Having a visibility into your payroll data is essential, ellismp. Let me provide some information regarding this matter.

With the launch of a new and improved platform in QuickBooks Online (QBO) to enhance your payroll experience, the existing Standard Payroll offering has been replaced. Even if your Standard Payroll has been canceled, you'll still have read-only access to all your previous data, forms, and reports, which will be securely transferred to QuickBooks Online (QBO) Core Payroll, ensuring a seamless transition and continued efficiency in managing your payroll needs.

You can check out this article for more details: Introducing QuickBooks Core Payroll: upgrading your Standard Payroll experience in 2024.

To access your employee's payslips and P60s. Please follow the steps below:

1. Go to the Payroll menu, then click Employees.
2. Select an Employee you want to get the payslip and P60 for.
3. Click the Payslip or Documents tab.

If you still don't have access to your payroll data, I recommend reaching out to our support team. They have the right tools and resources to securely verify your account and provide timely assistance.

Here's how to connect with them:
 

1. Log in to QBO.
2. Navigate to the Help (?) menu and select Contact Us.
3. Type in your concern, then click Let's talk.
4. Choose a way to connect with us.
   
   

Keep me posted if you have follow-up questions regarding your payroll history, I'm always available to assist you.

I have tried this and can't see any data. I tells me I don't have access rights. I already contacted support before posting this. They told me I would have to resubscribe costing me around £30 - but they didn't seem sure it would work and I don't see why I should have to pay when the days is supposed to be available.

Hi ellismp, thanks for reaching our support team on this. If you choose to re-subscribe, once you've exported the data and cancelled the subscription you can request a refund for the billing period. We'll be here if you need any additional assistance. 

I have tried this and there is absolutely NO DATA

Thanks, ellismp. I'm sorry you're unable to view the data. Please begin a live chat or call our team on 0808 234 5337 (free from UK mobile & landlines). Our agents can set up a screenshare to view this with you and can escalate to our secondary level of support if required.

I've been on live chat for a while and it's being escalated to investigation. I do need to make sure that I get my £38.40 resubscription fee back though

Great, further updates on the investigation will be sent to you via email as soon as they become available. Once submitted, you can track the status of your refund request with our billing team by selecting Track refund requests. 

Thanks for reaching Intuit support on the Community. We'll be here if you have any additional queries. 

I am SO UTTERLY FED UP AND DISGUSTED WITH INTUIT.

I have done everything asked for here and by support/chat etc.  An investigation has now been launched into why I can't see any of my Payroll data from my cancelled company despite supposedly having access until May 2025.  I hope asap I will get an answer.

But here's why I'm so upset.  I put in a refund request as I was told to both in this chat, and by support for the £38.40 I was charged to resubscribe AT THE REQUEST OF INTUIT SUPPORT but this has been DENIED (!!!) because it "doesn’t fall within the?Terms of Service for cancellation or refund policy ".  FLABBERGHASTED.

So I've been charged £38.40 for doing what I was told by your support, to get data that I'm supposed to have for free.  Which I still don't yet have.  And despite being told time and again that I'd get a refund, apparently I can't.

PLEASE DO WHAT IS NECESSARY TO SORT THIS OUT!

Your experience holds great importance to us, @ellismp. Your feedback serves as the compass guiding our journey towards excellence. Rest assured, we're tirelessly striving to go above and beyond in delivering unparalleled assistance to you.

Since you still don't have access to your payroll data and the refund hasn't still processed, I suggest getting in touch with our QuickBooks Support Team. They possess the expertise and resources necessary to delve deeper into this matter.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Click the Help button at the top right corner.
3. Go to the Search tab, then select Contact Us.
4. Enter a brief discussion of your concern, then click Continue.
5. Choose a way to connect with us. You can either choose Chat with us or Have us call you.

Additionally, I'll be dropping you this resource that has the frequently asked questions about QuickBooks Core Payroll: FAQs.

Always remember that this space is dedicated to supporting you every step of your QuickBooks journey. Your satisfaction is not just a mere goal for us; it is a deeply cherished commitment we hold dear to our hearts. I wish you nothing but continued success in your business endeavors.

Sherrie_F thank you for your reply - but I have now spent hours on here and on Chat, and what annoys me is that all through that process I have been reassured that I needed to resubscribe only to allow the system to give me access to my data, and that I wouldn't be charged, and if I were, I'd be able to get a refund (although I questioned this all along, and only agreed once I was convinced I wouldn't be charged).  It was a real kick in the teeth to get a refusal on the refund with what looks like no attempt to understand the particular circumstances, as I'm sure you understand.