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Abby327
Level 1

Reactivate Subscription

I am trying to process a payroll for a client but there is a notice to reactivate the payroll subscription.  When I log into the payroll center, there is nothing showing an update is needed.  I confirmed the credit card information with the client and it is current.

24 Comments 24
jamespaul
QuickBooks Team

Reactivate Subscription

Hello, Abby. 

 

Let's work together to fix the reactivation notice and help your client's employees get paid. 

 

We can re-sync your payroll subscription by re-validating your service key. This can help remove the reactivation notice. 

 

Here's how: 

  1. Go to the Employees menu.
  2. Scroll down and hover your mouse on My Payroll Service
  3. Select Manage Service Key

 

The QuickBooks Service Keys window will pop up. You'll want to highlight the current service, and click Edit. Verify your service key on the new popup window, then hit Next. Follow the prompts, then click the Finish button. It'll take a moment for QuickBooks to re-sync your payroll subscription. 

 

Note: If you need to retrieve your service key, you can use our automated Service Key Retrieval tool. You'll want to use your Intuit Account login (where your payroll service is registered to).

 

Once done, you'll want to process your client's payroll again and check to see if the reactivation notice is gone. 

 

After processing it, you can visit this article to help you keep track of the current pay period's payroll expenses: Customize payroll and employee reports.

 

We always appreciate your time in posting here. We're here to listen if you have other concerns aside from QuickBooks Desktop Payroll. 

Stef3
Level 1

Reactivate Subscription

I am having an issue with my payroll.  I have gone into my account and verified all of the information.  I have also gone in and managed my service key as listed in the first post.  I go through all of the steps and go to process the payroll again and the Reactivate notice is still there.  I have ran payroll updates and exited out and restarted QuickBooks again, but the notice will not go away.  

 

Thank you, 

 

JenoP
QuickBooks Team

Reactivate Subscription

I can see that we have an open investigation a reactivate subscription alert in QuickBooks Desktop, Stef3.

 

Our engineers are currently working to resolve this as soon as possible. In the meantime, please reach out to our Payroll Support Team so they can add you to the list of affected users. 

 

All customers in the list will receive an email notification as soon as the issue is resolved. Here's how to reach out to them:

 

  1. Go the Help menu and select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Let them know that you have a Reactivate Subscription alert in your company file. 
  4. Click Continue, then click Start Messaging.

Let me know if you need anything else. 

Mgmc
Level 1

Reactivate Subscription

My quickbooks will not activate

MirriamM
Moderator

Reactivate Subscription

I appreciate you joining the thread, @Mgmc.

 

I'm here to get the help you need in activating your QuickBooks Desktop account. 

 

To get started, I'd like to verify what are the challenges you've encounter why you're unable to activate? I want to ensure I'd able to provide the best resolution on your situation. 

 

In the meantime, you can check below articles that you may find helpful:

 

Please let me know in the comment section if you need further assistance. I'm always here to help. Take care!

Monarch57
Level 1

Reactivate Subscription

Did not work.  I have reactivated, it is paid and nothing.

Jovychris_A
QuickBooks Team

Reactivate Subscription

Thanks for joining this thread, @Monarch57.

 

Since you've already done the steps provided by my colleague above, I'd recommend reaching our QuickBooks Payroll Support team.

 

They have backend tools to guide you further with the steps and help you fix the issue.

 

Here's how:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter your concern, then select Continue.
  5. Choose a way to get support (Start messaging or Get a callback).

In addition to MirriamM's shared article, you can review this content to find more details about the requirements of activating QuickBooks Desktop payroll services: Activate QuickBooks Desktop payroll services.

 

Please share with us your experience after contacting support if you need further assistance. We're always here to help. Have a good one!

 

802AJ
Level 1

Reactivate Subscription

I have tried doing this and it looks like it wants me to re set up payroll asking if I have paid people in 2020???  I do not know how to answer all this so I don't loose the data that is in there. I have been using payroll for over a year, so yes I have paid people in 2020. So frustrating that this randomly stopped working and I can not get my payroll processed today, so my staff's paychecks will be late now.  Why is it only desktop support is available M-F and not 24/7 ? I also tried searching for the payroll.ini file and it was not found on my computer? I am up to date with payroll subscriptions/updates as well as QB updates for desktop version.

MarsStephanieL
QuickBooks Team

Reactivate Subscription

I understand the urgency of paying your employees on time, @802AJ.

 

In this scenario, I recommend contacting our QuickBooks Desktop Payroll Support. They have the tools that can help you restore your payroll details and perform a screen share to see what's going on. I'll show you how to contact them:

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. You can enter keywords such as "How to retrieve missing payroll details."
  4. Click Contact Us at the bottom of the help section.
  5. Choose how you want to be assisted either Start a chat or Get a callback.
  6. Enter the necessary details needed.
  7. Once done, confirm your transaction.

 

Our support hours have been changed Monday to Friday from 6 A.M. to 6 P.M. due to limited staffing in this situation. We apologize for the inconvenience, we'll be resuming our normal hours as soon as possible. 

 

I'll be here ready to help if you need anything else with QuickBooks. Keep safe always.

judy63
Level 1

Reactivate Subscription

to verify who they are talking to

Jovychris_A
QuickBooks Team

Reactivate Subscription

Welcome to the Community, @judy63.

 

I hope you have a great day so far. May I know your goal for today with QuickBooks so that I can assist over? You can always share us with your concern and click the Training or Topics tab above this thread to explore more about QuickBooks.

 

I'll add this article as your guide and overview of our features and payroll services: QuickBooks Payroll Services and Features of QuickBooks Desktop. It includes the payroll service comparison table.

 

Feel free to comment below if you need further assistance. I'll reply as fast as I can. Have a great one!

 

Podsauto
Level 1

Reactivate Subscription

I am having the same exact problem/error as you.  Can you tell me if you have resolved this.  I can not get a hold of a live person to get help with this problem.  Any ideas on how to resolve this or who has a solution that corrects the problem??

Nicole Podewils 

[email address removed]

RCV
QuickBooks Team
QuickBooks Team

Reactivate Subscription

This is not the impression we want you to experience using or Payroll service, Podsauto.

 

I've checked here on our end and there's no reported case where customers can't reactivate their payroll in QuickBooks. I'll personally share your feedback with our support team with having a hard time reaching a live person to get help with this one. We'll be able to take action on improving our customer service. There are a few reasons as to why you’re getting the subscription alert message. among these are: 

  • QuickBooks is not updated.
  • If the automatic renewal isn't successful, or the credit card or bank account on file is outdated.
  • Intuit is having trouble getting authorization with your payroll billing information.
  • You're using an incorrect Payroll tax table version.

Let's verify the status of your payroll subscription by following these steps:

  1. Go to the Employees tab and choose My Payroll Service.
  2. Select Manage Service Key.
  3. In the Status column, verify if it says Active.
  4. You can also view your subscription status by pressing Ctrl + K on your keyboard.
  5. If the status says Active, click the Edit button.
  6. Click Next.
  7. Uncheck the Open Payroll Setup - I want to start right tick box.
  8. Press Finish.

Then, download the latest tax table in Quickbooks. Once done, try creating a paycheck to see if the taxes are calculating. Take a look at the Activate QuickBooks Desktop Payroll article for more details about this one. Feel free to visit our Payroll page for more insights about running payroll in QuickBooks.

 

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. You have a good one.

bnottaxt
Level 1

Reactivate Subscription

I am having the same issues... how does it get resolved?  It shows that my client is ACTIVE but yet I cannot print out any reports or do anything in this client's file.

 

I've hit "REACTIVATE" several times, I've closed the QB and restarted, then I restarted my entire computer...

still hasn't resolved the issue.  I called the 800 number and only got a robot and could not get a REAL PERSON.  I really hate dealing with incompetency with this company...……. and there's nothing I can do to fix this problem, because you never get to TALK TO A REAL PERSON!!!  Irritating!   I am going to try to find a different company for 2021 since QB is no longer going to allow A REAL PERSON to talk to it's customers!!  This has gotten to be way too impersonal of a company... Robots are not always the answer to everything!  

 

Charies_M
Moderator

Reactivate Subscription

Thank you for going into further detail on what you're trying to accomplish, bnottaxt.

 

The steps shared by my colleague RCV can resolve issues with reactivation in QuickBooks Desktop (QBDT).

 

If none of the steps suggested above worked for you, our QuickBooks Care Team will help you with further troubleshooting. I know that you've already contacted us about the same issue. However, this case requires a deeper investigation so you can reactive your subscription successfully.

 

Also, our phone support is no longer available. Instead, you can reach our support team through chat. Here are the steps to contact support:

 

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Click Contact us.
  4. Hit the Stat Messaging button.
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Please take note our operating hours for chat support depends on the version of QuickBooks that you're using. Please see this article for more details: Support hours and types.

 

Keep me posted for additional questions or other concerns. I'd be more than happy to help. Wishing you the best of luck.

Tammy661
Level 1

Reactivate Subscription

this did not work

MirriamM
Moderator

Reactivate Subscription

Thanks for joining the thread, @Tammy661.

 

If you've already performed all the troubleshooting steps provided by my colleagues above that can help resolve the issue, but, the problem persists. This time, I recommend contacting our Customer Care Team. You can follow the steps provided by Charies_M to reach them. 

 

You can also check out this link for more information on how to connect with us: Contact Payroll Support team.

 

For future reference, check out this article that will serve as a guide to help prepare your tax forms: Year-end checklist for QuickBooks Desktop Payroll.

 

Please let me know in the comment section if you need further assistance. I'm always here to help. Take care!

pu1
Level 1

Reactivate Subscription

I have been trying to reactivate subscription for over a month.  I've tried contacting you and nothing or no one is getting back to me.  You have charged our Company three times for payroll, so I don't understand why it's not working.  I need this fixed so I can use my payroll, especially if we are being charged for this service that is not working.  Please have someone contact me at XXX-XXX-XXXX, that I can understand.  This issue needs to be fixed.   If not, we will cancel our subscription and go else where.  

 

Thank you,

 

Paige

 

SashaMC
Moderator

Reactivate Subscription

Welcome to the QuickBooks Community, pu1. Before we get started, could you share which payroll service you are using? Depending on your service, for example, Assisted Payroll, you would need to call our Support Team to get that activated. If you have a different subscription, please use this article to assist you in reactivating your account. To contact our support, you can use our chat services to connect with us. Another option would be to use our call back feature. Here's how to do so:

  1. Go to the Help menu, then click Quickbooks Desktop Help or press the F1 key.
  2. Hit the Contact Us button, as seen in the display.
  3. Enter a brief description of the problem.
  4. Select Continue.
  5. Choose the call back feature.

Please let me know how this goes. Reach out to me anytime if you have any other concerns. I’ll be right here, ready to help you. Enjoy the rest of the day.

pu1
Level 1

Reactivate Subscription

How do you find which payroll I am using. I have quickbooks and it say intuit payroll, so what do I use?

 

Charies_M
Moderator

Reactivate Subscription

I appreciate you for coming back, pu1.

 

You'll know which payroll subscription you're using by going to the Products & Services section when signing in to the Customer Account Maintenance Portal (CAMPs). This shows all your registered Desktop apps and subscriptions.

 

Here's how:

  1. Sign in to camps.intuit.com. Or learn more about signing in.
  2. Find your app or subscription in the Products & Services list.
  3. Select Details.

Learn more about managing your subscription through this article: QuickBooks Payroll Services and Features for QuickBooks Desktop.

 

Once you identify your payroll subscription, you can try reactivating them again. Check this article for the steps: Reactivate your QuickBooks Payroll subscription.

 

If the same thing happens, I want you to reach our support. I understand that you've already contacted us about the same issue. However, they have the tools to help you with the whole process in a secure environment. You can follow the steps shared by my colleagues above.

 

The Community is always open if you have other questions. I'll be around to help. Wishing you a great day ahead.

mr1099
Level 2

Reactivate Subscription

 
mr1099
Level 2

Reactivate Subscription

I HAVE THE SAME ISUE, VERY FRUSTRATING

KlentB
QuickBooks Team

Reactivate Subscription

I'll make sure that you can get rid of that error, mr1099.

 

Error PS036 implies that a user is unable to verify their payroll subscription. It generally occurs when you try to update your payroll to the latest tax table. This error code crashes an active window and prevents you from performing an ongoing task. Here are the common reasons for the occurrence of this error:

 

  • Inactive payroll subscription
  • More than one active payroll agreement with an inactive Direct Deposit agreement
  • Data damage
  • Product not updated
  • Incorrect Service Key
  • Incorrect Employer Identification Number (EIN) in the company file
  • Incorrect PSID in the company file
  • The version of QuickBooks Desktop you are using does not support your version of Windows
  • The status of the payroll subscription in the QuickBooks Desktop Service Keys screen appears as "Invalid number or EIN"

To isolate this case, you'll want to make sure that your QuickBooks Desktop and payroll tax table are updated. This way, you'll latest security patches and bug fixes. Once done, follow the remaining steps below to resolve the error:

  1. Open the Payroll Management Portal, then close the page.
  2. Reboot your computer.
  3. Download the payroll update, again.
  4. Reset QuickBooks Desktop update.

For more troubleshooting procedures, you can read this guide: Resolve a problem verifying your payroll subscription.

 

I'm also adding this article to help manage and track your payroll transactions in QuickBooks: Customize payroll and employee reports.

 

We're open here 24/7, so please don't hesitate to visit us again if you need further assistance in accomplishing your other tasks. 

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