QB Payroll correctly calculated SMP compensation and EMP allowance, recorded them on P32 Report, FTP + EPS. So why has it NOT included them in the jrnl to QB accounts??

Hello @gorilla-q,

Currently, we have an on-going issue where users, like you, have the missing journals for your payroll transactions. Rest assured that we've already informed our product engineers about this and they're in all hands working to fix this as soon as possible.

In the meantime, you'll want to manually create the journal entry so you can post it into the correct accounts. In addition, I'd recommend contacting our Customer Care Support so you'll be added to the list of affected users. To do so:

1. Go to Help.
2. Select Contact Us.
3. Enter Journal Posting in the What can we help you with? field.
4. Click Let's talk.
5. Select Get a callback, Chat, or Call us.

Once you've been added to the list, you'll receive all available updates about this on-going issue through your email.

Lastly, here's a few articles you can read to help manage your payroll account and transaction: Help Articles for QuickBooks Online Payroll.

We appreciate your patience as we're working on this. Please let me know in the comment section down below if you have any other concerns.

QB support denied ther was a problem and declined to put me on the list of affected users.

See attached transcript. This is unacceptable. What do I do know if not change back to Paysuite?

Hello there, gorilla-q.

This is something Intuit doesn't want you to experience. More than anything, I want this issue with missing journals gets resolved. This can be made possible through the help of our QuickBooks Care Support.

I am aware that you've already tried reaching them out. However, this type of concern requires a thorough investigation so they can look into the details on why there are missing payroll journals.

Here's how to contact us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.
   

Get back to me if you have other concerns. I'll be around to answer them all for you. Keep safe and have a good one!

Thank you for this.

When I have several hours to waste I will try this, although why a verbal encounter should bring up someone who knows more than your chatline colleagues I have no idea.

You know there is a problem and you are working on it. All I want, is to be included on the list of affected users so I can be updated as to when it is fixed.  I also need to know if there are any other issues. This will save me hours of checking all my payroll details manually. The system failed to import our data from Paysuite correctly but I corrected this manually. How many other problems am I going to encounter?

This is an unreliable system and unless I can trust it, I cannot use it. Why did you ditch Paysuite - at least it worked.

The good news is that I now,at last, have been given an email address to communicate with 

[email address removed]

I shall be in direct contact shortly and would suggest that members of the community might do better to use this instead of wasting time on the help options in the system

I note the email address was removed from my reply.

So it's secret is it? Wouldn't want any subscribers using it would we?

Hello @gorilla-q,

Since the Community is a public forum, any email addresses and personal information will be removed here to avoid fraud-related events. I'd suggest getting in touch with our dedicated support with the email address you recently obtained.

Lastly, here's a few articles you can read for ideas about how you can manage your account and other related tasks: Help Articles for QuickBooks Online.

If you have any other questions, you can leave them in the comments. I'll be here to help.

I found that although I had ticked all the boxes and submitted the FTS and EPS correctly, the SMP Recovery and Employers Allowance were shown on the P32 report but NOT included in the journal to QBO. So my accounts were incorrect and showed an excessive liability to HMRC. Having spotted this, I wasted over an hour online ‘chatting’ to a support person who consistently denied there was an issue with the system. I therefore advised him that I wished to lodge a formal complaint, whereupon I finally got access to an email address (and essential ref!).

Having raised the issue with them, I finally got this reply:-

“I totally understand where you are coming from. After checking this with our Senior Team, I got a confirmation that Advanced payroll is unable to record the employment allowance automatically on the payroll journal. I personally think that it should handle in journals but it's not by design at the moment.

I understand that this is inconvenient on your part and for now there's nothing we can do apart from sending a feedback to our Product Developers so they can add this functionality in the future.”

I am checking with them to see if this applies to all NI deductions – it certainly applied to our SMP recovery.

THIS IS A DANGEROUS DEFECT IN THE SYSTEM WHICH THEY HAVE NO INTENTION OF FIXING.

Please make sure this news is passed on as widely as possible.

Hello Gorilla-Q, 

EPS and FPS don't show in journals they are usually found in the reports section only as only any chart of accounts will show on the journals. 

I agree........your point?

Hello Community Users, We just wanted to pop in and add to this thread, in our Advanced payroll there is an option in payroll settings>HMRC settings>Employment allowance to include employment allowance in the  journals as an alternative. Any questions at all please feel free to ask them here.