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Sj24
Level 2

Serious help with my account

Whenever I sign into my account for Quickbooks Workforce to look at my payroll, it shows me a message "There's a problem on our end. We're on it." It has been 3 weeks and I still see the same message. I can't access my account or do anything every time I sign in. I have talked to multiple different support agents in many different areas and have been led to a dead end with no solution to my issue. I do not know what I can do, but I can't use my account at all. Could someone please help me fix this. Annotation.png

15 Comments
Pabz_L
QuickBooks Team

Serious help with my account

Hello there, @Sj24.

 

Currently, we have an ongoing issue when signing into QuickBooks Workforce.

 

This issue is under investigation (INV5063). I understand the impact of this ongoing issue. But rest assured that our engineers are closely monitoring this case to come up with the best resolution that would address your concern.

 

 For now, I want you to be part of our containment list of affected users by giving us a quick call. This way, we'll be able to communicate with you via email as soon as updates are available.

 

Here’s how: 

  

  1. In your company, go to the Help menu in the upper right hand and select QuickBooks Desktop Help. 
  2. From there, scroll down to click the Contact us.
  3. When the Tell us more about your question window opens, enter the issue/topic in the field box.
  4. Then, select Start messaging.

Please see the screenshot below for visual reference.

 

You can reach them within this time: Monday to Friday from 6:00 AM – 6:00 PM and Saturday 6:00 AM - 2:30 PM PST.

 

You can also visit QuickBooks Blog to see the latest enhancements added to the product.

 

Thank you for your patience while we're working on this. Keep safe.

Sj24
Level 2

Serious help with my account

Hello, 

 

Has there been an update for this issue yet? It has been two weeks and I still see the same message. I have tried to contact the Quickbooks Desktop support team, but it is not possible because I get left at a blank screen every time. I have called multiple different agents all with no resolution to this issue. The support services has been confusing, unhelpful, and I am very unpleased with how this issue has been dealt with. 

RCV
QuickBooks Team
QuickBooks Team

Serious help with my account

Thanks for coming back and bringing this one to our attention, Sj24.

 

I appreciate the time and effort you've spent with our support agents to get this sorted out. I'll personally share your feedback with our Customer Support Team about getting a blank screen every time reaching out to our support. We'll be able to take action on improving our customer service.

 

This is still an ongoing issue under INV-50636 where customers encounter the "There's an issue on our end. We're on it." error message when accessing the Workforce. Our engineers are still investigating to identify the root cause of this issue, so they can apply a permanent resolution. For now, we don't have a specific time frame for when is this going to be mitigated. Rest assured, this is being taken care of.

 

Since you've already contacted our Customer Support Team, they already added to the list of affected users. Rest assured, you'll receive an email notification once there's an update on this issue.

 

Feel free to visit our QuickBooks Help Article page for more insights about managing your business in your software.

 

We appreciate your patience in this matter. I'll also keep an eye on the issue and will get back to you if there's an update. You have a good one. 

Sj24
Level 2

Serious help with my account

Thank you for taking the time to reply and I appreciate that you will update me as soon as it is resolved. Have a good day. 

chandanat
Level 1

Serious help with my account

Hello, 

I am also receving the same error message while trying to login. I have reset my password as well. 

As I cannot login, I cannot access the "Start Message" option. Is there a link which will lead me to start a conversation with the team?

Thanks!

MariaSoledadG
QuickBooks Team

Serious help with my account

This has been an ongoing issue in QuickBooks Desktop, chandanat.

 

As mentioned previously on this thread, this is a reported issue. Our engineers are working to get this fixed as soon as possible.

 

You can use this link to get in touch with our support team without having to log in. This ensures that you'll be added to the list of the affected users. Just make sure to select QuickBooks Desktop.

 

Here's how:

  1. Make sure to select the QuickBooks version you're using in the upper-right corner.
  2. Under QuickBooks Setup & Navigation, select your concern.
  3. Under Common Errors, select another detailed issue.
  4. Click Start a Message,
  5. Enter some information, to begin with, the conversation.

This will surely let you contact our support team. For your future reference, check out these help articles for more information.

 

Reply to this thread if you need further assistance. I'll make sure to help you.

chandanat
Level 1

Serious help with my account

Is there a way/link to access the Start Message Conversation as I cannot login to the account to do that.

katherinejoyceO
QuickBooks Team

Serious help with my account

Thanks for getting back to us, @chandanat. The steps shared by my peer @MariaSoledadG would point you in the right direction in contacting us without logging in to your QuickBooks account. 

 

Let me guide you through: 

 

  1. Click this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Desktop as your product, then click Continue as a guest
  3. Select your QB Desktop version, then click the Search for something else button. 
  4. Enter "error message when accessing the Workforce" in the Ask us anything box, then click Search
  5. Click Start a Message

 

A pop-up box will then appear at the bottom left of your screen. Enter all necessary details, then hit Submit

 

For future reference, read through this article: View your paychecks and W-2s in QuickBooks Workforce. It helps you and your employees learn about accessing pay stubs online. 

 

Let me know if you have additional questions, @chandanat. I'd be here to help. 

 

spencerj94
Level 1

Serious help with my account

SOLUTION: If you are having the exact same issue, then follow these steps. This is how I fixed my account, hope it helps. 

1. Please go to accounts.intuit.com and sign in regularly using your username(full email address) and password.
2. Please go to the SIGN IN and SECURITY page and go to the USER ID portion and click on EDIT or click on the arrow just beside the USER ID and EDIT the username to something unique instead of the full email address. Enter the password you used to sign in to save the information.
3. Once done, open the invite email and click on the link "Get access to your paychecks"
4. Click on the CREATE ACCOUNT or SIGN UP and then enter or create a password and confirm then click on CREATE ACCOUNT and follow through with accessing the paychecks for the company. Please do not change the prefilled potion of the username with your full email address on it.

spencerj94
Level 1

Serious help with my account

SOLUTION: If you are having the same exact problem as I did. Then here are the steps I used to fix my account, hope it helps! 

1. Please go to accounts.intuit.com and sign in regularly using your username(full email address) and password.
2. Please go to the SIGN IN and SECURITY page and go to the USER ID portion and click on EDIT or click on the arrow just beside the USER ID and EDIT the username to something unique instead of the full email address. Enter the password you used to sign in to save the information.
3. Once done, open the invite email and click on the link "Get access to your paychecks"
4. Click on the CREATE ACCOUNT or SIGN UP and then enter or create a password and confirm then click on CREATE ACCOUNT and follow through with accessing the paychecks for the company. Please do not change the prefilled potion of the username with your full email address on it.

mischanezkee
Level 1

Serious help with my account

And this issue is still not fixed. Does Intuit not care enough about their customers?

beans9
Level 1

Serious help with my account

This is still an issue. How has this not been fixed yet? It's been about four months at this point.

Catherine_B
QuickBooks Team

Serious help with my account

We're unable to provide a time-frame yet, beans9.

 

Our engineers are still working on a permanent fix to this issue. I'd highly suggest contacting them so you'll be added to the notification list. Updates are sent via email. You can use this link on how to contact our Phone Support Team: https://quickbooks.intuit.com/learn-support/en-us/contact.

 

We'll surely notify once a fix is available. Thanks for your patience. Always know that you can post your questions here.

VoyageProCo
Level 1

Serious help with my account

I understand the engineers have been working the past few months on a permanent fix.

Can you suggest any temporary solutions so that people can get paid? Or do you suggest not using QuickBooks if we want to receive our payment?

Rose-A
Moderator

Serious help with my account

I appreciate you joining in this thread, VoyageProCo. I'd be pleased to share with you the workaround to fix this issue.

 

Since we are still investigating this unexpected behavior, you can follow the steps below as a way around.

 

  1. Go to accounts.intuit.com and sign in regularly using your username(full email address) and password.
  2. From there, go to the SIGN IN and SECURITY page and go to the USER ID portion and click on EDIT or click on the arrow just beside the USER ID and EDIT the username to something unique instead of the full email address. Enter the password you used to sign in to save the information.
  3. Once done, open the invite email and click on the link "Get access to your paychecks"
  4. Click on the CREATE ACCOUNT or SIGN UP and then enter or create a password and confirm then click on CREATE ACCOUNT and follow through with accessing the paychecks for the company. Please do not change the pre-filled option of the username with your full email address on it.

 

However, if you're still getting the same issue, I'd suggest getting in touch with our QuickBooks Support and have them attach your case to the ongoing investigation, so they can add your account information to the notification list. Any progress will be communicated via email.

 

Please take note our operating hours for chat support depend on the version of QuickBooks that you're using. Please see this article for more details: Support hours and types. Here are the steps to contact us:

 

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Tap Contact us.
  4. Hit the Stat Messaging button.
    QBDT ChatSupport.PNG

 

To know more about how the workforce works in QuickBooks Online, please visit this article: View your paychecks and W-2s in QuickBooks Workforce. This will provide you steps on where you can change the email address as well as viewing their W-2s.

 

Kindly update me on how the calls go by adding another comment below. I want to make sure you're all set, and I'm here if you need further guidance. Have a great day! All the best.

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