Let's access your QuickBooks Online (QBO) account via a private or incognito window. From there, cancel your payroll service. This way, we can also check if the issue is caused by stored cache from your browser.
Stored cache for a long time causes unusual behavior to the browser that can affect the views and performance of your QBO. Here are the keyboard shortcut keys to open a private or incognito window.
Google Chrome: Ctrl + Shift + N
Internet Explorer & Mozilla Firefox: Ctrl + Shift + P
Safari: Command + Option + P
If you're able to cancel your payroll service via a private or incognito window, I recommend clearing your regular browser cache. This will delete stored cache from the browser and prevents unusual behavior.
However, if the issue persists, I suggest using another supported browser. That way, we can check if this a browser-related issue.
Also, before canceling your payroll subscription, you'll want to consult with your accountant to avoid any errors.