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eeei732
Level 3

Any success with Full Service Payroll and QSEHRA?

We have been subscribers of Full Service Payroll for nearly 2 years.  Last year we started offering QSEHRA to our employees, and given that we have full service payroll, we had to call customer service and ask them to set this up in January 2019.  They assured as that this would be reported correctly when W2 filing came around.

 

However, our recently issued W2 forms do not show any QSEHRA amounts in Box 12.  So we called customer service to see what the problem was.  The people we dealt with were not knowledgable at all and tried to tell us that we are doing it wrong and that these should be "Company HSA Contributions".  While HSA contributions do go to Box 12 on the W2, they have a different code (W) than QSEHRA which gets (FF).

 

As of now, the QSEHRA contributions are still not correctly defined in our QB, so we are having to hold off on running this month's payroll.  Furthermore, customer service is saying that they will charge us to file corrected W2's.  In all honestly we are considering cancelation of the service.  It seems that doing QSEHRA is beyond the capability of Full Service.

 

Has anyone had a successful experience with Full Service and QSEHRA?  Hoping to be talked down...  Thanks.

Solved
Best answer January 31, 2020

Best Answers
katherinejoyceO
QuickBooks Team

Any success with Full Service Payroll and QSEHRA?

Hello @eeei732

 

Thanks for choosing the QuickBooks Full Service Payroll for your business. I understand your sentiments about being unable to get the correct reporting for W-2's. I'll guide you to get to the right department to get this corrected.

 

You're right, QSEHRA is an HRA and not HSA because it's a company-funded, tax-free health benefit that is used to reimburse employees for personal health care expenses. Thus, it should show on line 12 as code FF in the W-2 form and not Code W. 

 

While this can only be fixed by the help of our Customer Care team over the phone, let's make sure you'll get the right support from the QuickBooks Full Service Payroll department this time. Here's how

 

  1. Log into your QuickBooks Online company.
  2. Go to the Help menu at the top right of QuickBooks.
  3. Select Contact Us.
  4. Tell us what you need help with, then choose your preferred support method (Start messaging or Get a callback). 

 

You can reach them at any time, any day. I'm also adding an article that will help you learn about how QuickBooks handles and how to report the QSEHRA on the W-2 form. You can also share this with our agent who will assist you. 

 

Feel free to comment below if you have more questions. I'm always around to listen and help in any way I can. 

View solution in original post

3 Comments 3
katherinejoyceO
QuickBooks Team

Any success with Full Service Payroll and QSEHRA?

Hello @eeei732

 

Thanks for choosing the QuickBooks Full Service Payroll for your business. I understand your sentiments about being unable to get the correct reporting for W-2's. I'll guide you to get to the right department to get this corrected.

 

You're right, QSEHRA is an HRA and not HSA because it's a company-funded, tax-free health benefit that is used to reimburse employees for personal health care expenses. Thus, it should show on line 12 as code FF in the W-2 form and not Code W. 

 

While this can only be fixed by the help of our Customer Care team over the phone, let's make sure you'll get the right support from the QuickBooks Full Service Payroll department this time. Here's how

 

  1. Log into your QuickBooks Online company.
  2. Go to the Help menu at the top right of QuickBooks.
  3. Select Contact Us.
  4. Tell us what you need help with, then choose your preferred support method (Start messaging or Get a callback). 

 

You can reach them at any time, any day. I'm also adding an article that will help you learn about how QuickBooks handles and how to report the QSEHRA on the W-2 form. You can also share this with our agent who will assist you. 

 

Feel free to comment below if you have more questions. I'm always around to listen and help in any way I can. 

View solution in original post

eeei732
Level 3

Any success with Full Service Payroll and QSEHRA?

Thanks, katherinjoyceO!

 

I think we already did everything as instructed to in the link you provided, as far as setting up the QSEHRA reimbursement type is concerned.  I will note that the instructions applicable to us for setting up the W2 reporting state the following, highlighted in red:

 

Intuit Online Payroll Full Service/QuickBooks Online Payroll (all other versions)Let’s add benefits with QuickBooks Online Payroll Full Service, QuickBooks Online Payroll Core, QuickBooks Online Payroll Premium, or QuickBooks Online Payroll Elite

Contact Payroll Support for assistance.

 

This is the part that we did last year when we called to have this set up.  Yet, it appears it never was, and as far as we know it still isn't fixed.

 

This is an issue that seems to come up over and over again with Full Service: many features available to users in the lower levels of Quickbooks are not accessible in Full Service and require us to contact customer service in such cases.  While I can understand some of the thinking behind that, the problem is the lack of transparency for the user, especially when snafus like the W2 reporting arise.

 

We will try contacting customer support again in the coming week to see where this stands.

 

bertazizoglu
Level 1

Any success with Full Service Payroll and QSEHRA?

As per this discussion, I tried to reach out to Customer Support. Here's a quick run-down of my experience: 

1) Request a callback. Get a call from someone who isn't part of the full-service payroll team, and doesn't know about QSEHRA. Takes roughly 30 min on hold to figure it out. Ends up suggesting I call a number to reach someone at full-service payroll. Call that number, the automated message says the number is not in use. 

 

2) Request call back again. Someone from full-service payroll calls. Explain the situation, takes another 30 min or so on hold for her to figure out what can be done. Finally sends me a step-by-step description for QuickBooks Online Payroll Enhanced and says the same interface will be available today for me as well and that I'll be able to update the w-2 content free of charge. If it doesn't she recommends calling customer support. 

3) Come today, no such interface is available and call back isn't available. I won't be surprised if they'll attempt to charge us for this come next week. What a joke. 

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