I have logged on to run payroll and it is no longer there & its asking me to set up a new payroll. Any ideas where the payroll would have gone or what would have happened

Hello and welcome to the Community, sam-gethen.

I appreciate you for posting here in the Community. It would be my pleasure to help you with any question you may have with payroll.

I've checked here and haven't found any ongoing issue similar to yours. You can perform some basic troubleshooting to isolate the problem with running payroll.

Let's start with logging into your QuickBooks account through a private browser. I'm adding the shortcut keys below depending on the browser you're using:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Internet Explorer: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If this works, you can switch back to your regular browser and clear cache. In case private browsing fails, you can also try switching to a different supported browser.

If the problem continues with running payroll, I recommend reaching out to our Support Specialists. You can reach them through these steps:

1. Log into your QuickBooks account.
2. Click the Help option.
3. Select Contact us.

Feel free to respond in this thread if you need additional assistance from me. I'll be around to assist you.

Hi  there, i have jumped on to this thread as i have had a similar, but different issue with my Payroll. I use QB online on my laptop, using Firefox, everything works fine until I go to Payroll, and there is nothing to  be seen on the screen, apart from the two tabs at the top saying Employees / Payroll

When I log on to QB online on my ipad, using Safari, the full Payroll is shown and i have been able to run my Payroll for the first time but obviously want to be able to do it all on my laptop, any ideas how i can sort this issue?

Many thanks

Adele x

Thanks for joining this thread, AdeleW.

I’ve checked with my tools and it shows that there’s an open investigation about this issue (INV-41958). Our engineers are finding a solution to get this resolved as soon as possible.

While they’re still working on a fix, we’ll have to add your company to the notification list. This is to ensure you receive email updates regarding the resolution status.

I recommend contacting our QBO Care Team since they can add your company details in a secure environment. Here’s how to reach them:

1. Go to the Help menu in the upper right hand to open the Search window.
2. From there, scroll down to click the Contact us link.
3. Type the issue or topic under the What can we help you with section and then hit the Let’s talk button.
4. Choose the option on how to get in touch with our support team: Start a chat or Call us.

I’ll update this thread once the permanent resolution is available.

For future reference, I suggest running the Browser Health Checkup tool. This can help detect potential issues with your browser.

I also invite to visit the Learn and Support site to access our training resources. From there, you’ll see the latest product enhancements and blog articles.

Reach out to me if you need further assistance while working in QBO. I’ll be right here to help and make sure you’re taken care of. Have a good one.