Payroll transaction is not posted

Hello dchen16!

Allow me to assist you in fixing the missing payroll transaction.

As long as the payroll has been processed successfully, it'll be saved and can be accessed on your QuickBooks Online Payroll account. You'll want to use an incognito window and check the report from there. Incognito won't save your browsing history which can result in an error. 

These are some of the shortcut keys:

• Google Chrome: Ctrl + Shift + N
• Safari 11 or newer: ⌘ + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P

Also, you'll want to clear the cache and make sure you're using a supported and up-to-date browser. This can fix any browser-related issues.

In addition, you can pull up the audit log to see if there the transaction was deleted. Please check these articles on how to check and re-enter it:

• Use the audit log in QuickBooks Online
• Use the audit log to re-enter deleted transactions

I added this article if you need help in running payroll-related reports: Run payroll reports in QuickBooks Online.

You're more than welcome to post your reply here if you have other questions about managing payroll in QuickBooks. If you need help with any other transactions, let me know and I'll help you out again.

Hello

Thank you for your help. 

I have checked the audit log and there is no record about the payroll transaction being deleted.

This payroll was already direct deposit successfully but the transaction didn't been posted to booking.

I also go to payroll setting-accounting to update the current existing transaction but there is an error message pop up.

So this means this transaction has some issues and didn't be posted to booking.

In this case, how can I fix it? And which payroll report I can quickly check its associated entry?

Thanks for coming back, dchen16.

I appreciate you performing the troubleshooting steps provided by my colleague. The audit log records all account activity in the audit log such as user sign-ins, changes to QuickBooks settings, edits to customers, vendors, employees, and payroll submissions. If the transaction is not found there, we can run some payroll reports in QuickBooks Online. To achieve this, go to the Reports menu. Then, select the desired report from the Payroll section.

If the same thing happens, I'd suggest contacting our Payroll Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. Here's how: 

1. Sign in to your QuickBooks Online company.
2. Going to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us: Start a chat with a support expert or Get a callback from the next available expert.

To ensure that we address your concern on time, you can check our available hours when contacting our support. You can also see there our direct phone number to contact the right person. 

Feel free to browse this link here if you need help with managing your payroll. It'll route you to our general Intuit topics with articles.

I'd like to know how you get on after trying the steps or after contacting our support as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. Have a great day. 

Hi dchen16. Were you able to get an answer or fix for this issue? I have the same issue for direct deposit items that did not post in April, and I have also tried the audit log and ran a payroll report, and they do not show up there either. Thank you!

Thanks for informing us in this the thread, @TinaShiree.

Let me route you to our Payroll Support team in the meantime since you already followed the recommendations mentioned by my peers. From there, they have tools to pull up your account in a secure environment. Our representatives will take a closer look at your account on file and fix this in a short time.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Going to Help (?).
3. From the Search tab, select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us: Start a chat with a support expert or Get a callback from the next available expert.

To review our callback and chat system support hours, feel free to view this link: QuickBooks Online Payroll Support.

Furthermore, you can check this article for more details if you might need to change your payroll tracking preferences in QuickBooks: Change your accounting preferences in QuickBooks Online Payroll.

Keep in touch on this thread if you need more assistance with QuickBooks Online Payroll. I want to make sure you're concern is resolved after reaching them out. Have a nice day!

Same issue here too. QBO support useless. How many times do I have to call to have someone help me, or if they cannot help, admit it and instead of promise to call back and then no call back - so not professional. 

This has now happened to me twice.  What is going on here?