You can check if your employees' paychecks if they have negative amount for the contributions. If there's no negative amount, I suggest performing basic troubleshooting. This will help determine if this issue is caused by a browser. Let me guide you through.
First, access incognito browser to minimize the data traffic using these keyboard shortcuts to different browsers:
Google Chrome: Press Ctrl + Shift + N
Firefox or Internet Explorer: Ctrl + Shift + P
Safari: Control + Option + P
In the Incognito mode, try to redo the process. If you can proceed in the payroll submission. Go back to the regular browser and clear the cache of your browser. If not, alternative way is to use another browser to test it out.
Should you still experience the same error, even after using a different browsers and incognito mode. I suggest contacting our Phone Care Team to perform a screen share, they have the tools to make further investigations.
Let me know if there's anything else you wanted me to help. I'll be around the community. Take care.
PensionSync error after running monthly payroll submission - for opt out employee pension refund error "EmployeeContributionAmount must be positive number". ?
Hi there, coreadviz. I appreciate for getting back here and clarify things.
We'll need to figure out the right amount that we will apply to this. The best thing that I can recommend to you is contacting our payroll specialist to guide and help you out with this error. They are the ones who can check thorough and provide ways on how to fix it.
Below are the steps to get in touch with our specialist:
Log in to your QBO account.
Click the Help icon at the upper-right portion.
Select Contact us at the bottom part of the pop-up window.
Enter a short description of our concern. Something like " PensionSync error after running monthly payroll submission".
Select Get a callback to talk to one of our specialists.
Enter the needed information. Then, Confirm my call.
Visit here and go to the QuickBooks Online section to know their work schedule. This way, we'll be able to help us with the problem.
Please give me an update on how the call goes. I want to make that you are good to go. Stay safe. Thanks!