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becky-dragonflyk
Level 1

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

These are the instructions that are supposed to work to change the W-2 print settings, but I do not see the Preferences tab when I view the Payroll Settings. In QBO, go to the Gear icon at the top right to get to the Payroll Settings. Click the Preferences tab, then select Form W-2 Printing Settings. Choose the I'm planning to print on 3-part perforated paper radio button. Hit OK to complete the process.
8 Comments 8
BettyJaneB
QuickBooks Team

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

I'll make sure that you'll be able to change the W-2 form printing preferences, @becky-dragonflyk.

 

Let's try to access your QuickBooks Online account on a private window to better isolate this matter. This can help us identify if the issue has something to do with the browser that you're using.

 

Doing this prevents the browser from collecting cache files (cookies), and also disables any features or benefits gained from already-collected files. Since these files can often become outdated or corrupted, using a Private Window allows you to access QuickBooks with a fresh slate to see if it resolves the issue.

 

From there, you may change the printing preference of the W-2 by following these steps:

  1. Click the Gear Icon.
  2. Select Payroll Settings
  3. Under Preferences, select Form Printing
  4. I'm planning to print on 3-part perforated paper radio button.
  5. Press on OK

If you're able to have the Preferences option on the private browser, I suggest clearing your regular browser's cache. The next time you log in to QuickBooks Online, your browser will download fresh copies of your data. Any cache-related issues will be fixed.

 

In addition, you can always utilize this guide to help you in printing the W-2 forms in QBO: Learn all about printing your W-2 forms with your payroll service.

 

Please update me on how this steps work for you. I'm always here to assist if you need anything else. Happy holidays!

becky-dragonflyk
Level 1

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

I have a different view when I click the Gear Icon.  I'm using Quickbooks Online Payroll Core Edition.  There is an option to modify the Paycheck Printing options, but not an option for "Forms".  

 

 

MarsStephanieL
QuickBooks Team

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

Hi there, @becky-dragonflyk.

 

I'm here to help you see the option to modify the Form W2 Printing Settings.

 

First, I'd like to know if you have performed the browser troubleshooting method mentioned by my colleague. If you've done that and you're still not able to see the option. I'd suggest contacting our Customer Care Team. They have the tools to verify your account and to do a screen share to check further what has caused this issue.

 

Here's how to contact them:

 

  1. Go to the ? Help.
  2. Click Contact us.
  3. Input your concern and click Continue.
  4. Choose how you want to be assisted if it's either messaging or getting a callback.
  5. Then enter your details and confirm the request. One of our live support agents will help you.

 

I've added this article that may help you with your year-end tasks with QuickBooks: QuickBooks Online year-end guide and checklist.

 

I'll be here if you have other questions. Let me know in the comment section. Take care.

becky-dragonflyk
Level 1

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

Thanks, I did try the browser clearing options and had the same results.  I will contact the care team.

kimw2
Level 1

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

 

becky-dragonflyk were you able to fix the problem? I'm have the same issue. No option for preferences. 
 
 
MaryAnn_E
QuickBooks Team

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

Hi there, @kimw2.

 

We received similar reports from other users getting no preferences option. Our Engineering Team currently tagged this as an ongoing issue to examine what's causing this unexpected hitch in our program.

 

They are also working on a solution to get this resolved as soon as possible. In the meantime, we recommend contacting our Support to get live updates on the current status of the investigation and be notified once the fix is already available.

 

To contact us, please follow the steps below:

 

Here's how you can contact us:

  1. Go to the Help icon.
  2. Select Contact Us.
  3. From the What can we help you with field, enter the keyword of your concern?
  4. Click Let's talk.
  5. Choose to Get a callback.

 

Provide the investigation number INV-4923 to our representative, so they can add your account and email to the notification list of affected users

 

If you still have questions or concerns, please don't hesitate to drop them in the reply section below. I'm more than willing to assist you further.

mtaylor15
Level 2

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

Has there been a resolution to this yet? January 31st is rapidly approaching!

Charies_M
Moderator

Missing Preferences Tab under Gear Icon -> Payroll Settings. Want to change W-2 print settings from 4 up to 3 up.

Thanks for checking this with us, mtaylor15.

 

The instructions shared by my colleague @BettyJaneB can help resolve the issue with missing the Preferences Tab from the Payroll Settings.

 

If logging in to QuickBooks Online (QBO) using a private browser or other supported browser and then clearing the cache didn't work, I suggest contacting our QuickBooks Care Support. This issue requires better isolation so they can investigate the reason why you're not seeing such an option in your QBO account.

 

Here's how to contact us:

 

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern (Payroll Adjustment).
  4. Click Let’s talk.
  5. Choose Get a callback
  6. Type in your contact info.
  7. Select Confirm my call.
    QBO Phone.PNG

If you have other questions or need further assistance, please let me know. Keep safe and have a nice day

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