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Level 1

Assisted Payroll

I upgraded from basic payroll to assisted payroll yesterday. After I upgraded, I received an email with my order number and product number but for some reason it said that I was charged $0 for everything. I also never received a service key for this product so I'm unable to download it. I've talked to several people about this and no one has been able to give me an answer. 


Please help.

3 Comments 3
QuickBooks Team

Assisted Payroll

Hello RJH3!


Thanks for reaching out to us. Allow me to assist you with your payroll subscription.


The service key will be sent to your registered email address after you subscribed. I suggest you check your junk or spam folder to see if it was sent to either of those folders. You can also use the automated Service Key Retrieval tool to check your payroll service key.


Also, I understand that you contacted our Support Team already but I still suggest you reach out to them again. They have the tools needed to verify your subscription and charges.

  1. Go to Help, then select QuickBooks Desktop Help.
  2. Select Contact Us.
  3. Enter "Assisted Payroll Subscription", select Let's talk, and then choose a way to connect.


I added this article if you need more help in setting up your QuickBooks Desktop Payroll: Assisted Payroll sign-up guide.


The Community is always here to help if you have other concerns with payroll. Take care!

Level 1

Assisted Payroll

Hi AlexV,

I checked my junk and spam folder but nothing's there regarding my service key. I also tried using several different browsers to use the automated service key retrieval tool and it doesn't work on any of them. An error message comes up right after I sign into my account. I tried calling customer support an hour ago and after waiting on hold for 20 minutes, I finally got to talk to an actual person briefly before they hung up on me. I'm getting extremely frustrated with the whole process.

QuickBooks Team

Assisted Payroll

I bet I'd feel the same way if the same thing happens to me, RJH3. 


I understand that you already contacted the our Support Team about this matter, at this point, I'd recommend contacting our QuickBooks Payroll Support team to get the service key securely. 


Here's how:

  1. Go the Help menu and select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Let them know that you want to get your service key. 
  4. Click Continue, then select if you want to schedule a callback or reach out to one of our chat support agents. 

In case you already have your payroll service key, you can follow the steps in the following article to enter it in QuickBooks: Enter your payroll service or disk delivery key.


You can also check out these articles that can help you complete the set up if this is your first time using QuickBooks Payroll: 

I'll be around if you need more help when working and creating payroll transactions in QuickBooks.

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