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Level 1

Can't upgrade to Full Service Payroll

Hello everyone,


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.


David Judelson

5 Comments 5
QuickBooks Team

Can't upgrade to Full Service Payroll

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: 


  • Ctrl+ Shift + N for Google Chrome.
  • Ctrl + Shift + P for Mozilla Firefox and Microsoft Edge.
  • Command + Shift + N for Safari.


Log in to your account, then upgrade your subscription to Full-Service payroll. If it works, go back to your regular browser and proceed to clear your browser's cache to remove the stored files. 


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. 

Level 1

Can't upgrade to Full Service Payroll

Thanks for the response. I tried upgrading under incognito mode (as well as using a different browser) and am still getting the error. I have attached the screen I get when I try to upgrade. Is there any way to escalate this?






Can't upgrade to Full Service Payroll

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.

  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

I'll be right here if you have other questions.

Level 3

Can't upgrade to Full Service Payroll

Having the same issue.

Level 1

Can't upgrade to Full Service Payroll

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.

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