I have used QBO for many years and have a growing business. I am currently on the enhanced payroll plan and would like to upgrade to full service payroll to save myself time. When I try to upgrade, I get this message "Something’s not quite right; Not able to upgrade at this time". I spoke with Technical Support and they told me I would have to cancel my account and open a new one in order to upgrade (This makes no logical sense). I asked why and she couldn't tell me why. Maybe I missed something but this seems like a really bad user experience and transferring my entire account to a new one just to upgrade payroll seems like a colossal waste of time. Is this really the only way to do this? If so I will need to switch payroll to another provider. Thanks in advance for the help.
Thanks for coming to the Community for your concern, @djudelson. I'm here to help ensure you're able to upgrade your account to the Full-Service Payroll.
The only possible cause that I can think of for this error is a browser-related problem. Let's confirm this by using a private or incognito window. Here's how:
However, if the problem continues, use another compatible browser: Supported QBO browser.
I've got you our helpful resource with links to different topics related to Payroll Full-Service tasks. You can read through this article to help you learn about your new payroll subscription: QuickBooks Online Payroll Full Service Hub.
I'll be looking forward to answering your next posts here in the Community, @djudelson. Have a great day ahead.
Hello there, djudelson,
You'll have to contact our Payroll Team so a specialist can help. They will be able to walk you through how you can upgrade your payroll subscription.
I'll be right here if you have other questions.
I spoke with payroll customer service team and they upgraded me manually (although it took a couple hours). It seems like they are having some issues on the back-end upgrading certain customers that didn't sign up for full service payroll to begin with. I still cannot automate the payroll payments though and have to run them manually. I think they need to get their house in order over in payroll because another lady on the same team told me a day earlier I would need to close my account and reopen it to upgrade (Great solution there!).
In any case, the agent said they are doing a backend upgrade early next year so we will see what happens. I can no longer access the payroll settings through the settings wheel anymore now. I get some weird popup with a bunch of random settings not the traditional detailed payroll options. This whole things is very bizarre. I will be calling back to see what fixes might be available soon.