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Level 4

Serious bug in Payroll which affects accrual

I think i've found a serious bug in Payroll Advanced which could potentially effect thousands of employers and employees!


My understanding is....


Under UK law holiday is accrued when a member of staff is taking annual leave, whether paid or unpaid. For example an hourly paid worker accrues 7 minutes of holiday per hour, or 56 minutes per 8 hour day.


In QB under Payroll > Payroll Settings > Pay Cateogries > Annual Leave Taken


There is a tick box that says Accrues Leave. When ticked, this should indicate that annual leave is accrued when annual leave is taken? Correct?


accrue annual leave.jpg


HOWEVER. It actually doesn't. Employees only accrue annual leave on holiday taken when this option is UNTICKED


I noticed this today when I had an employee who had 7.5 hours holiday accrued and wanted to take 8 hours holiday. When the box was ticked and I added the holiday I got a warning saying that the employee didn't have enough holiday. Which I thought was strange as adding the 8 hours holiday should have added another 56 minutes to his allowance, giving him over 8 hours holiday.

When I unticked the box, deleted and re-entered his 8 hours holiday it added the additional minutes accrued and the error message dissapeared.


Now either my understanding of this is all wrong or this is a serious bug?






Serious bug in Payroll which affects accrual

Hello there, @mdj101. Thanks for providing further details and screenshots.


There maybe be too many files in your cache storage that are causing unusual behavior. You can use a private browser to help QuickBooks perform efficiently. If you haven't tried it yet, you can follow the steps below.


Access QuickBooks in an incognito window:


  • Ctrl + Shift + N for Google Chrome
  • Ctrl + Shift + P for Firefox & Microsoft Edge
  • Command + Shift + N for Safari


If it works, you can go back to your original browser. Then, clear the cache. It lets your browser start fresh. If it persists, you can use compatible browsers with QBO


Also, I recommend contacting our Customer Care Team. They can further check and investigate why this odd behavior is happening on your end. Here's how:


  1. Sign in to your QuickBooks Online account.
  2. Go to the Help.
  3. Utilize the Contact us button.


Also, you'll want to check out these articles for additional details:



Please leave a comment below if you have any other issues or concerns. I'm always here to assist, mdj101.

Level 4

Serious bug in Payroll which affects accrual

It's your answer to everything but never works!


This was already set up like this and I cahnged it in an Icognito window whilst on a screen share with one of your support staff.


There is no way that a Cache issue would cause a tick box to be the wrong way round, that's a back end coding issue or a text / wording issue for the action / box.

QuickBooks Team

Serious bug in Payroll which affects accrual

I appreciate your time doing the steps provided by my colleague, @mdj101. I'll point you in the right direction and help you proceed to your business work.


Since the suggested troubleshooting steps are not working on your end, we can try to contact our technical support team to further review this error in working your employee's annual leave.


You can contact them by:


  1. Go to your QBO company.
  2. Click the Help (?) button.
  3. Select Contact Us.
  4. Enter the error you encountered with the tick box for leave benefit, then select Let's talk.
  5. Choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.
  • Ask the community for help from businesses like yours.


Additionally, here are some of the articles for your reference that discuss more on how to manage your payroll in QuickBooks Online Advanced:



I hope they'll have a speedy recovery after the procedure! You can also include other future questions regarding QuickBooks Online payroll service.

Level 4

Serious bug in Payroll which affects accrual

It doesn't need trouble shooting. It works for me. but YOUR button is the wrong way round.


What I would like to know is if others are having the same issue. ie. holiday is not accrued on leave when the option is selected and IS accrued when it's off. If so, then there's going to be a LOT of staff out there who have been shorted holiday hours and a lot of companies that could potentially have to spend weeks sorting it out and backdating holiday and pay.


Serious bug in Payroll which affects accrual

Hello Community Users, We just wanted to update this thread with the cause of the issue with accrual of leave . The issue the user had on this thread was resolved by going through this article on adding leave categories/accrual .The payment set up needed to be set as basic and also the  leave needed to be set up from  the very first pay period. Once this was done the leave calculated correctly.

Any questions about accrual of leave feel free to add them here.

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