Hello All I created a pay item for Furlough but it isn't calculating Pension amounts, can anyone please help? Thank you.

Very helpful, been trying to find the answer most of the morning through webinars and help topics.

Thank you very much John

I am using standard payroll and I have tried this but it is still calculating the pension using 'normal' earnings

Hi Emma

Are you paying your employees just the Furlough amount, 80% of their normal wages, or are you also paying them the additional 20%? If you are just paying your employees the 80% have you created the Furlough category with the fixed 80% and is this displaying correctly when you run the payroll? Is the Furlough category also added to the pension pay types in the settings? If you are only paying the Furlough amount have you ensured that you have zeroed out the usual pay category? If you are paying your employee the additional 20% have you entered the 20% amount in the usual pay category when you run the payroll?

Just 80% of normal salary. I added the Furlough category as per the QB instructions. I have calculated the 80% of salary myself and put an actual figure in. Yes I have zero'd the normal pay.

Hi, Emma WIllder.

While the Community can provide answers and troubleshooting solutions to certain questions, there are things that only our phone support can do to resolve the problem. Since none of the steps shared here fixes the issue, I highly recommend giving them a call. They'll be able to do a screen-sharing session and see what's going on on your end.

Also, you might want to check this article to know more about furlough employees: COVID-19: Coronavirus Job Retention Scheme.

Please know that you can always visit our Help Articles page for QuickBooks Online in case you need some reference for your future tasks.

Please know that I'm just a post away should you need anything else. Have a good one.

Hi, Did you get this sorted Emma?

I have exactly the same problem and wondered if you found a solution?

I spent 1hour and 45 min on chat to quickbooks and the person just kept fobbing me off then sent an automated message saying they were busy.

That's not the kind of service we want you to experience, Forestofmercia.

We have limited staff right now because of the pandemic. Although, we're still striving to create a positive customer experience. We appreciate you for being patient with us. 

I know you've called in before. However, I still suggest to contact us again. Our chat or phone agents can take a better look at this and can provide you with the right steps. You can click the link RoseMarjorieA provided. Or, you can follow these steps on how to reach out to us:

1. Click Help inside QuickBooks Online.
2. Select Contact Us.
3. Enter "Furlough is calculating the pension using normal earnings" in the description field, then click Let's talk.
4. Select either Start messaging or Get a callback.

You're always welcome to post in the Community. Please feel free to get in touch if you have other concerns. 

Yes I did thank you