We have QuickBooks Online Plus. Our employees are having trouble signing in to view their paychecks. Error says "we cant get your info" "your employer isn't connected to QuickBooks Payroll. or, says "We weren't able to show your payroll info"
Also, we cannot find anywhere to send invite except by entering their email and checking the box underneath it. However, it never sends the invite? We have to send them the website separately. We have several employees signed up already but new employees cant seem to get signed up?
Is support helping you? I called QB Support and was told I had to message support. It took support 20 minutes to even find my account. I am at 32 minutes on the messaging system and still no resolution to my problem.
Why was this change made? Why is the old instructions still on QB website if it is no longer applicable? Why were we not notified of the change?
I am a pro-advisor which reportedly receives better service than the typical QB user. This is far from true. Why would I as a CPA promote this software to my clients when I can't even get help?
It only took 1 hour & 18 minutes for support messaging to resolve my issues. It could have been resolve in 10 minutes via the telephone. I think QB has gone to support messaging because viewmypaycheck changes are a mess and they couldn't handle the volume. Perhaps they should go back to the old version. Interestingly, the support person told me the change was to make it more efficient for me. Not sure how that could be? Each payroll I have to enable 'ActiveX' and disable "ActiveX"; login and invite employee whereas previously I just simply sent the employee and email with the instructions for setting up their account.
I know at this point I will not be recommending QBs to any of my current or future clients until the support process is changed. I wonder if I will get a refund for the wasted time spent on support messaging? Doubtful........