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bjhallam
Level 1

Stopping a student loan

I have just been advised by an employee that she has repaid her student loan in full, and I need to stop the deductions. I am using Advanced payroll, and went into her profile but cannot find anything there which will allow me to stop the student loan. Tried unticking "has student loan" but could not save the change.

4 REPLIES 4
GeorgiaC
QuickBooks Team

Stopping a student loan

Hi bjhallam

 

Thanks for your post. 

 

Can I check which version of the payroll you're using, Standard or Advanced

 

Do you have any draft or incomplete pay runs stored which this employee is showing on? 🧐

bjhallam
Level 1

Stopping a student loan

I am using advanced. I don't at the moment - not sure why you would need to see one? 

MirriamM
Moderator

Stopping a student loan

Hello again, @bjhallam.

 

To stop a student loan, you'll have to go to the Employee profile, then under the Tax and National Insurance section, untick the box for Student Loan. 

 

In your case, since you could not save changes when unticking the box, let's try performing some basic troubleshooting steps to fix the problem. Sometimes cache stored up in the system can cause unexpected behavior in the product.

 

You can start by opening a private (incognito) window. Using a safe browser and accessing the program from there can usually fix the issue.

 

Check out these keyboard shortcuts:

  • Command + Shift + N (Safari)
  • Ctrl+ Shift + N (Google Chrome)
  • Ctrl + Shift + P (Mozilla Firefox) 

Once done, test the solution by unticking the box again. If it works, go back to your default browser and clear cache. See Clear cache and cookies to fix issues when using QuickBooks Online for more information.

 

Otherwise, switch to a different browser like Firefox, Google Chrome, or Safari. The one you are currently on may be having a temporary issue with QuickBooks, and using a new browser for the moment will allow you to get back to work.

 

For more information about Advanced Payroll and its processes, see this article: QuickBooks Online Advanced Payroll Hub.

 

Please know that I'm always here to help if there's anything else you need. Have a good day.

bjhallam
Level 1

Stopping a student loan

I tried the incognito window - did not work. Also tried opening QBO in Edge (only browser other than Chrome that I have on this computer) that did not work either.

 

But I have managed to solve it: I looked again at the employees profile, and noticed that the previous employer section had the W1/M1 box ticked, which seemed weird, so I unticked that, I then saw that the Last entries on P11 Deductions Working Sheet had "week" selected, and was asking for a date, so I changed the selection to "select period" - this meant that the whole previous employer section was blank. Went back and unticked student loan and this time it saved. I am now going through each and every one of our employees and checking all these details, changing, saving, changing back again, to try and prevent the same issues occurring with other employees in the future.

 

It seems there are a LOT of issues embedded in Advance payroll ( like this one) which have resulted from the migration from Paysuite. I had a problem previously with a LEL mysteriously being set in an employee's profile which stopped her pension being calculated on her maternity pay. Only changing the LEL from £0 to £100, saving it, then changing it back to £0 fixed that one.

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