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TrinityHoldingCo
Level 1

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

 
Solved
Best answer May 27, 2020

Best Answers
MaryLandT
QuickBooks Team

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

I've got your back, TrinityHoldingCo,

 

The error message you're receiving means that a field with accounts, customers, items, vendors, or employees has been made inactive.

 

You'll need to go through all of these and check that none of your Payroll Settings have any inactive items. To do so, the following steps shown below will help you remap the accounts:

 

  1. Go to Settings , then Payroll Settings.
  2. Under the Accounting section, click Preferences.
  3. On the screen will be a list of payroll items and their mapped accounts.
  4. Change any of the accounts using the drop-downs, then click Save Changes.

Once done, you can re-submit your payroll. If the same issue persists, I recommend chatting our QuickBooks Online Payroll Team. They can help investigate why you're getting this error.

 

Check out the Pay and file payroll taxes online in case you're ready to send your returns.

 

Let me know how this process goes by commenting below. Just tag my name and I'll get back to you.

 

Thank you and stay safe!

View solution in original post

4 Comments
MaryLandT
QuickBooks Team

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

I've got your back, TrinityHoldingCo,

 

The error message you're receiving means that a field with accounts, customers, items, vendors, or employees has been made inactive.

 

You'll need to go through all of these and check that none of your Payroll Settings have any inactive items. To do so, the following steps shown below will help you remap the accounts:

 

  1. Go to Settings , then Payroll Settings.
  2. Under the Accounting section, click Preferences.
  3. On the screen will be a list of payroll items and their mapped accounts.
  4. Change any of the accounts using the drop-downs, then click Save Changes.

Once done, you can re-submit your payroll. If the same issue persists, I recommend chatting our QuickBooks Online Payroll Team. They can help investigate why you're getting this error.

 

Check out the Pay and file payroll taxes online in case you're ready to send your returns.

 

Let me know how this process goes by commenting below. Just tag my name and I'll get back to you.

 

Thank you and stay safe!

View solution in original post

TrinityHoldingCo
Level 1

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

Thanks, Maryland T !  I was lucky to get Kerri on the phone from QBO Full Service Payroll. With her help, by reviewing her side of my chart of accounts, we were able to find that one account on my side had been renamed differently, causing the jam.  The reason I inadvertently created the problem was attempting to re-organize, consolidate, and simplify my chart due to previous episodes of payrolls forced by online support techs resulting in multiple redundant accounts, leading to jumbled and unnecessarily long chart.  Not good for clean simple reports, etc.  Thanks for your help!  SMcG

Roxhon63
Level 1

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

I am not able to get into the schedule tab it just keeps spinning and spinning

ZackE
QuickBooks Team

Can't submit payroll due to something I made inactive. Every account I thought I needed is active. How do I troubleshoot to make the needed account active?

Welcome to the Community, Roxhon63.
 

I've reviewed our ongoing/solved investigations and can confirm there's currently no records about subscribers being unable to access their Pay Schedules screen.
 

Since yours isn't loading properly, I'd recommend checking your browser. It's possible this problem could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and try accessing your schedule tab again to see if it works.
 

Here's how to access incognito mode in some of the most commonly used browsers:

  • Google Chrome: Ctrl Shift N
  • Internet Explorer: Ctrl + Shift P
  • Mozilla Firefox: Ctrl Shift P
  • Safari: Command Option P

 

If you're able to access the screen as normal, it's safe to say this problem's being caused by temporary internet files. It can be fixed by clearing cached data and Intuit-specific cookies.
 

In the event it continues spinning, you'll want to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.
 

They can be reached while you're signed in.
 

Here's how:

  1. Click the Help (?) icon.
  2. Choose Contact Us.
  3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
  4. Select Start messaging or Get a call.


Be sure to review their support hours so you'll know when agents are available.
 

Please feel more than welcome in sending a reply if there's any questions. I'll be here to help. Enjoy the rest of your day!

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