When will the new tax be ready for me to run week 1 of 2020/21? QuickBooks says 'You can run payroll again once the new tax year is ready'??

Hi sales147

There is an ongoing product investigation relating to this issue. In this instance we would be grateful if you can contact our telephone support line so they can add your details to the investigation: 0808 437 5337.

I am having the same problem.  Tried to call the helpline number you gave but it is not recognised.

Hi sales147 and jwoodhouse2,

Apologies the number provided by the agent above is incorrect, please reach our care line or request a callback by dialing 0808 234 5337.

Thanks

Me too and cannot get through on the telephone help line.

Welcome to the thread, @jason_living. Thanks for the feedback about your experience.

Let me get the help you need to redirect you to our Customer Support. Here's how:

1. Click the Help icon on the top right.
2. Hit Contact Us button at the bottom.
3. Enter a short description of your concern.
4. Pick on Let's talk.
5. Choose the method on how you'd be connected to support.

Moreover, I don’t want to leave you empty-handed, you'll want to consider visiting our Community Help Articles hub in case you need some related articles in managing your account.

I'm always here for you if you have additional questions, just leave a comment below. Have a wonderful day ahead!

Same problem - none of the phone numbers work, and the number provided through the Help icon feature is also invalid.

I appreciate the feedback, @Pandabear1.

I'll be taking notes about the phone number. Rest assured, this will be takes care of.

Meanwhile, you can reach out our payroll specialist via chat support. Here's how:

1. Go to Help. Then, Contact Us.
2. Enter a short description of your concern.
3. Click Start messaging.

As always, feel free to visit our page for more tips and recommendations about employees and payroll.

Please let us know if you need help with anything else. The Community is always to lend a hand. Thanks for posting and take care.

Did anybody get a resolution for this?  I need to run my payroll....

No, on hold on phone for an hour and no one answered.  Then on live chat and they couldn't find a resolution.  This is a known issue apparently so they just need to crack on and get it fixed.

Hello Ocdcds123

Our engineers have opened an escalation and are resolving on an individual account basis. We can see we have been chatting on another thread with you this morning we just need to confirm if this payroll was migrated from Paysuite or Advanced and we will get your company added to the inv

Emma

Hi Jason

Our engineers are fixing this issue company by company as the fix is company-specific we have been advised. Can we just ask you to confirm if you migrated into the Standard payroll and have run the final period for the tax year before getting the message on the header of the thread?

Thanks

I migrated from PaySuite to Standard in February.  I have been in contact via Live Chat - I couldn't get through on the phone despite being on hold for one hour.  I am now being told on another thread that I again need to contact support which seems like a complete waste of time.  Please can you confirm that our company has been added to the investigation - we have multiple companies but only one with Payroll.  Thank you.

Yes both weekly and monthly (we have both) payrolls have been run successfully and all appears to be up to date and correct.

Having found your account from your Community id Ocdcds 123 we can see your company is added to the engineer investigation already as soon as it is resolved you will see in the product and we'll contact you by email as well

Hi Jason 

We've checked through the email linked to your Community account and your company was added to the investigation yesterday. We can see you have posted on a few threads in the Community, our engineers are aware that your company is one that has been affected and they will be working on each one in the order it was received

Thanks

WHEN WILL IT BE READY

Hi ABSCAFFSELBY

We appreciate that this is not an ideal situation and your frustrations in this regard. We can assure you that our engineers are working towards a resolution however we are not able to provide you with a time frame for when the resolution will be implemented. 

Please resolve this for our account

Hello, @lnjbh.

Our Product Engineering team is already aware of the issue and is now working to fix them. I suggest contacting our Customer Support Team, so you'll be added to the list of affected users and receive an email notification once we resolve the issue.

Check the following article for detailed information on how to contact the QuickBooks Online Customer Support team. 

Also, see the following article to make sure that you’re ready for tax year 2020/2021: Payroll Year End 2019/2020 for QuickBooks Online Standard Payroll.

I'm always here if you still have questions. Have a wonderful day!

I was able to make contact through the chat support feature so I hope my issue is formally logged but can I double check that I am on the list of affected companies to receive notification of when fixed or be contacted to solve the problem if it is related to specific companies.  Thanks.

Well an hour later and I have just spoken to a person that is not aware of the problem with running the new financial year month one pay run. !! I see here it has been reported two weeks plus ago, How many other people are waiting to hear from QUICK books when we can expect the software problem to be fixed. I would be interested in seeing other people post on here to show the extent of this issue, is it effecting just a few customers of a few thousand. 

I feel very let down that this company is waffling its way through a problem and not telling its customers how serious the problem really is.  Will I be able to run my pay roll this month or not is the question .!!!

How many other customers have this message : "Good news, you ran your final payroll for the tax year. You can run payroll again once the new tax year is ready." and unable to advance to month one pay run. !

We want this updated as much as you do, Michaeljones14.

Our engineers are still looking into the situation. We'll keep you updated as once this fixed. 

We're taking notes of the customers who are experiencing the same issue. I know you've called in before. Although, I'd still suggest getting in touch with our payroll support again. This way, you'll get added to the list. Here's how:

1. Click Help inside QuickBooks Online.
2. Select Contact Us.
3. Enter "Unable to advance into new tax year" in the description field, then click Let's talk.
4. Select either Start messaging or Get a callback.  

Don't hesitate to reach out to us again if you have other concerns.