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QI Duan
Level 1

Can't show my pay stb

Screen Shot 2019-02-27 at 11.07.44 AM.png

 

I've tried many times but the page still showed " we weren't able to show your payroll info", could you please help on this? I really need my pay stub for immediate and important use. THX!

29 Comments 29
Rasa-LilaM
QuickBooks Team

Can't show my pay stb

Hey there, QI Duan.


Thanks for reaching out the Intuit Community. Let me help get past the error so you can view the paystubs.


I looked into this and we don't currently have open investigations about the We weren't able to show your payroll info error. I recommend trying some troubleshooting to see if this is browser related.


To start off, access the QuickBooks Workforce website using a private browser or an incognito window. This is a feature on the web which allows you to browse without storing any data history.


Here’s how:

 

  • For Internet Explorer or Firefox, press Ctrl + Shift + P.
  • For Chrome, press Ctrl + Shift + N.
  • For Safari, hold down Command + Shift + N.

If you are able to log in to the QuickBooks Workforce site smoothly, go back to your regular browser and clear the cache to boost the overall performance of the application. Here’s an article that will guide you through the process: How do I clear temporary internet files and cache?

 

After performing these steps, you should see your paycheck information online.


Let me know if you get the chance to try all these suggestions and what the results are. I'll be right here to assist you further. Have a good one.

 

ChristinaBoyer22
Level 1

Can't show my pay stb

I am having the same issue and also tried all the above that was suggested.  The Error is still showing every time I try to login.  Any suggestions?

IamjuViel
QuickBooks Team

Can't show my pay stb

I thank you for sharing the troubleshooting steps you’ve performed on your end, @ChristinaBoyer22.

 Currently, there's an ongoing investigation regarding accessing and viewing your user's payroll information. Our Product Engineers are working on releasing a permanent resolution about this issue.
 

Since we don't have a specific time frame on when this will be resolved, I'd suggest contacting your employer and ask for a paper copy of your paystub.

 

In addition, so you’ll be added on the affected user’s lists, I’d recommend contacting our Customer Care Team. Rest assured, once an update is released about these ongoing investigation, you’ll be notified via an email.

 

Here’s how to contact us:

  1. Visit: QuickBooks Workforce Support.
  2. Click on Live Chat link.

Keep me posted if you have other questions. I’m just a few posts away.

rupertg
Level 1

Can't show my pay stb

I work as a Payroll Manager, and a few employees came to me and showed me this error. Just noticed the date of the first post, this has been an issue since February? Is there already a solution to this?

samara23
Level 1

Can't show my pay stb

I have the same problem. Has this been fixed yet?

IamjuViel
QuickBooks Team

Can't show my pay stb

Hi, @samara23.

 

I understand how important it is for your employees to view their pay stub and use the service to the optimal use for your business. Currently, we have not received any advisory about the release of the permanent resolution about this ongoing concern.

 

Rest assured, as soon as this is fixed you’ll be inform through an email. In the meantime, you can print a paper copy of your employee’s pay stub and give it to them.

 

Keep in touch with me here in the Community if you have other questions. I’m just a few clicks away.

MKB1016
Level 1

Can't show my pay stb

I am unable to see my pay stub and I have tried your trouble shooting etc any other ideas?

JaneD
Moderator

Can't show my pay stb

Thanks for joining us in this thread, MKB1016.

 

This issue is still ongoing and our engineers are continuously working to implement a fix. As a workaround, you can ask a paper copy of your paystub from your employer.

 

To receive updates on this, I recommend contacting our QuickBooks Workforce Support Team. You can provide this escalation number: INV-28047.

 

Here's how to get in contact with them:

  1. Go to QuickBooks Workforce Support.
  2. Click on Live Chat link.

As soon as the resolution has been released for this, I'll also update you on this thread.

 

I appreciate your patience. Leave a comment below if you have any other concerns. I'm always around to help. 

Anonymous
Not applicable

Can't show my pay stb

I'm also having this issue, what is the status of getting it resolved?

PreciousB
Moderator

Can't show my pay stb

Thanks for joining this thread, galvin.

 

I've checked my resources and our Engineering Team is still looking for a permanent resolution and currently, we are unable to tell its time frame.

 

I'm asking for your patience while we're continuing to fix this. I’ll keep you posted on this thread as soon as we receive an update.

 

If you have contacted us using the steps provided by my colleague above, you should receive an email notification once we have resolved the paystub error.

 

Our team is actively working on a permanent solution and we should see a fix soon.

 

Please reach out to me if there is anything else you need about QuickBooks. I'm here to help. Take care.

kyletalley
Level 1

Can't show my pay stb

When I asked my boss for paper pay stub for medical insurance purposes he sent me to Viewmypaycheck. I’m getting the same error as everyone else. If my boss says you guys have my paycheck and you guys apparently don’t, then what am I supposed to do?

ShiellaGraceA
QuickBooks Team

Can't show my pay stb

Hi kyletalley,

 

Currently, our engineers are still gathering data to fix the QuickBooks Workforce (ViewMyPaycheck). Rest assured you'll get a copy of your paystub as soon as this gets fixed. You'll need to contact your employer again to have your paystub printed.

 

If you haven't already, I recommend contacting our Payroll Support so you'll be listed in our list of affected users.

  1. Go to https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose QuickBooks Desktop and version.
  3. Enter your issue under Tell us more about your questions field. 
  4. Click Search.
  5. Click Get Phone Number.

You can also check this article for your reference: QuickBooks Workforce: Access your paychecks and W-2’s online.

 

Drop a comment below if you have other concerns. We're always here to help.

CM13
Level 1

Can't show my pay stb

Hi, it is now August and am noticing this thread started in February... I had originally reached out to customer support two months ago when two of my employees reported they could not see their paystubs with the same error as shown above. I was told then that engineers were working on solving the problem, and we would receive an email when things were resolved. Unfortunately, my employees are still having the same problem... the time-frame on this "fix" is getting ridiculous. Any updates for all the people affected?

Rose-A
Moderator

Can't show my pay stb

Hello, CM13.

I'd be glad to help point you in the right direction concerning payroll information not showing on the pay stub.

 

For now, the most recent update that I have is that our engineering banking team is actively working to determine why the payroll information is not showing on the pay stub We are still investigating this unexpected behavior.

 

As much as I’d like to add you in the list of affected users, the Community space is a peer-to-peer forum, I don't want your account information displayed here for security reasons.

 

It would be best if you reach out to our QuickBooks Support who can review the details and make sure that you'll be provided with the right resolution. That way, our engineers can send you updates via email when they are available.

 

To reach us, please follow these steps:

 

  1. Within your QuickBooks Desktop, click Help at the top menu bar.
  2. Click Contact us.
  3. To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
  4. We’ll provide you a few options. You choose which one is best for you.

You can get more details in this article about QuickBooks Workforce: QuickBooks Workforce: Access your paychecks and W-2’s online.

 

I'll be here in the Community, is you need more help with pay stubs. Have a nice day.

Lindaoil2
Level 1

Can't show my pay stb

Cant view my paystubs 

katherinejoyceO
QuickBooks Team

Can't show my pay stb

Thanks for joining this conversation, @Lindaoil2. I'd like to know if you get any error message when you're trying to view your paystubs? 

 

For now, I'd suggest you use a private browser or an incognito window to see if it will work. Then, let's perform some troubleshooting steps in your default browser once the browser-related issue is confirmed. 

 

To open a private or incognito window from any of our supported browsers, follow these shortcut keys below:

 

  • Chrome simply press Ctrl + Shift + N on your keyboard.
  • Mozilla Firefox and Internet Explorer, press Ctrl + Shift + P.
  • Safari, press Command + Shift + N. Make sure you're using the latest version.

 

Login to your Workforce and check your paystub. If it works, that means it's a browser-related issue. Go back to your main browser to fix it by clearing its cache and temporary file

 

If you're still unable to view your paystub, try using a different browser.

 

I'd be glad to know how it goes, @Lindaoil2. We're always around to help if you need further assistance. 

dmos66
Level 1

Can't show my pay stb

I just started a new job about a month ago, and haven't been able to view my paystub because of this error message. I have tried multiple browsers (Chrome, Firefox, Edge, Safari) both in normal mode and incognito, and on multiple devices (Windows/MacOS), and the result is always the same. 

 

How is it possible that a financial company responsible for providing payroll information as a service, can't seem to fix an issue like this in over a year 1/2?

 

Also, expecting the company who you work for to provide paystubs because Intuit can't find a solution to this problem is ridiculous, THEY ARE PAYING YOU FOR THIS SERVICE!

 

What is the status of finding a fix for this issue?

Catherine_B
QuickBooks Team

Can't show my pay stb

Hi there, dmos66.

 

I do appreciate your time and effort in performing the troubleshooting steps shared by my colleagues. The case investigation about the error you're prompted is already closed. I'd suggest reaching out to us again so we can open a new investigation specific to your concern. We'll surely update you from time to time through email. 

 

You can refer to these links that will give you our support hours and types: Contact QuickBooks products and services Support.

 

Let us know if you have other questions. Thanks for your patience. Take care!

shilohs
Level 1

Can't show my pay stb

This thread is years old- mine says same thing and I have tried all of thee above along with 3 different computers and the app and all the same. This is unacceptable- how do I access these. 

shilohs
Level 1

Can't show my pay stb

I agree- I am a professional with other businesses and I may be switching all together. We looked into getting quickbooks and switching but after this experience and seeing for over a year no resolution would tell me either they are not working on this or staff is questionable in regards to computer tech ability 

MariaSoledadG
QuickBooks Team

Can't show my pay stb

I know how you want this paystub issue to be resolved as soon as possible, shilohs.

 

As mentioned by @Catherine_B, this case has already been closed which means that this is already working. If you still encounter issues along the way, I recommend contacting our support team to investigate this further. They have the tools to pull up your account in a secure environment.

 

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 connect with us:
    • Start messaging with a support expert.
    • Get a callback from an expert (availability may be limited).

You'll also want to chat with us online.

 

For your reference, you can browse these help articles so you'll be guided with your payroll.

 

You can always comment below if you have additional questions about payroll. As always, you can always get back to us so we can help you if you have any other concerns.

Daniel9611
Level 1

Can't show my pay stb

Hi !

JenoP
Moderator

Can't show my pay stb

Hi there, Daniel9611.

 

Can you tell us if you have the same concern when opening your paystub? We just want to make sure that we're giving you the right steps and information that can resolve the issue. 

 

Please reply below to share more details. 

anakae6898
Level 1

Can't show my pay stb

I am having the same issue 

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