The payroll subscription service is not working. I have an overdue payroll to run and it just shows an error code. What is the solution to this?

Hello Diane, 

We don't have any reported issues accessing the payroll at the moment, are you using the Standard or the Advanced version?

Are you able to try clearing the cache on the browser or signing-in on a different browser to troubleshoot the error? 

Thanks

Hi, thanks for the response, I have no idea on Standard or Advanced? Where would that be?

Pretty sure it's standard and yes I was on the QB chat on Saturday with Mark who said they were aware of the problem at the QB end? 

I have tried the same process in a different browser & in the incognito Chrome mode when I was on QB chat. It's to do with the subscription not the payroll itself.  I've run April payroll perfectly but it says my trial has ended & to subscribe to pick up where I left it.

When I go to manage billing the subscription option is there but an error occurs and the screen goes white as if the process cannot complete.

Please advise, many thanks

I have had the same problem since last Thursday! Have been told that it is a problem they are aware of and this would be escalated and sorted with 48 hours! Payroll is now overdue also.

This is not what we want you to feel, @ramgroupuk.

Keeping you in working order is our top priority. Rest assured, our engineering team are working to identify the cause and resolve the issue as soon as possible. Once the issue resolved, you'll be notified via email of any updates

In the meantime, you'll want to contact the HMRC to further assist you with your overdue payroll. There, they can provide you with the best option on how to sort it out.

Also, you can always visit our Employees and Payroll page for future reference. There, you'll learn some tricks in managing your employees effectively.

Please bear with us as we're working to resolve this. Let me know if there's anything else I can help you with. I'll be around to lend a hand. Keep safe.

Running QuickBooks online a few years. Subscribed to payroll - standard version - for 20/21. April submissions OK. When try May submissions told not subscribed, but you are taking the subscription money, so why is there a problem? Payroll now well overdue and we need this sorted ASAP. Please advise.

Thanks for joining this thread, Oreaccounts,

I'm here to help you today. Running a payroll requires an active subscription. Hence, you can verify it by going through your settings.

Let me show you how:

1. Log in to your account as the master admin.
2. Go to Settings ⚙, then Account and Settings.
3. Proceed to the Billing & Subscription tab.
4. If you need to update your billing information to activate payroll, click Resubscribe.
5. Enter the updated billing information.
6. Click Subscribe.

If you're already re-subscribed and still unable to run payroll, I highly recommend contacting our QuickBooks Online Payroll Team. They can help activate your payroll in a secure environment.

Here's how to contact them:

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Click Contact Us to connect with a live support agent.

I've dded this article: QuickBooks Online Standard Payroll Hub to help manage your employees.

Stay in touch if you need additional information. I'm always right here to help.

Hi everyone at the QB team

I have logged in and successfully subscribed where I could not before. The subscribe option has moved to the right of the Quickbooks subscription and worked first time.

I will run the payroll tomorrow to catch up & congrats on great service!

Thank you!