Showing results for 
Search instead for 
Did you mean: 
Level 1

Unable to cancel payroll subscription. Same error for months.

Since I no longer have employees, I've been trying for months to cancel my payroll subscription and continue to get the message "Something is not working. Give us a few minutes and try again. If it still doesn't work, please contact us." I've tried to message QB and I either never get a response or it puts me back into the help search. I can't find an email or a phone number. How can I get this canceled and hopefully get a credit for the months it has not been used?
1 Comment
QuickBooks Team

Unable to cancel payroll subscription. Same error for months.

I'll help you cancel your subscription, @ADS_VI.

It could be that the stored cache and site data in your system are the reason why you're getting this error message. 

Let's perform some basic troubleshooting steps to fix this.

We can start by opening a private window and use it to access QuickBooks Online (QBO).  This a special mode where the browser doesn't record the browsing activity on the local device, so no trace will be left on the computer. Simple press the following keyboard shortcut keys:

  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).

Once done, let's try cancelling your payroll subscription again. If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files. If you still encounter the same issue, we can use other supported browsers for the meantime so that you can get back to work. The one you're currently using may have a temporary issue with QuickBooks.

I'll also provide you a link to check if your browser is compatible with QuickBooks:

In addition, make sure that you have done the following before canceling your payroll subscription:

  • Printed necessary payroll reports
  • Paid any outstanding tax deposits
  • Filed any outstanding quarterly forms


Once your account is canceled, you'll have access to the data for six months after the end of the tax year in which that data was collected. You must make your own arrangements to retain the data after that time.

Thanks for giving us the opportunity to work with your business. We'll be happy to help you again if you have more questions. I'm looking forward to be working with you again.

Need to get in touch?

Contact us