cancel
Showing results for 
Search instead for 
Did you mean: 
alex72
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

 
16 Comments 16
AlexV
QuickBooks Team

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

There are different ways on how to reactivate your payroll subscription, alex72.

 

You'll get an error message depending on what's causing the cancellation. Please check this article about the update or renew your subscription.

 

One is within your QuickBooks company file. Once you're able to log in, let's go to the Employees menu and select My Payroll Service then Account/Billing Information. Then, sign in to your Intuit Account. From the Service Information section, select the Reactivate.

 

Another way is through a browser. You need to log in to your QuickBooks My Account. Under Products & Services select the Payroll Subscription tile and click on Resubscribe.

 

If you received an email about the cancellation, you can also click on the Resubscribe button in the email. You can refer to this article about renewing or reactivating your QuickBooks Desktop Payroll subscription.

 

Please keep on posting if you have more questions. Wishing you all the best!

alex72
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hey Alex, thank you for the response. So, I had already successfully renewed our payroll already, but for some reason it is not activated and it is not letting me. I am trying to fix this by logging in to the primary contact (master account it seems that this is), which I had a lot of strange trouble doing, the PW must have changed, and that person is no longer here.

 

Now that I finally figured that out, I have a problem...it says [email address removed] is still the Primary Contact despite telling it to change this. However, since I changed it, it does not recognize [email address removed] as being in the system at all. So I am stuck on this and need technical help. (And again, Kevin no longer works here.) See screenshots attached. 

alex72
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Thanks for the response Alex. Payroll was actually renewed successfully before this, but for some reason says it needs to be activated. I've gone through a ton of steps and spent a ton of time trying to fix it myself, but the system kept not logging me in, and when I got in, it threw an error. Perhaps because it wasn't the master account. The master account is apparently under Kevin who no longer works here. I got access to his old email briefly, to reset the PW and change myself to the master account holder. 

 

However, after doing all this, it still says that [email address removed] is the Primary Contact who has all the master controls. When I try again to log in with him, it no longer recognizes that email at all (understandably, since I changed it to me). I think I need some backend help to become the Primary Contact since I've done everything correctly to log in and am incapacitated at this point. I'm hoping that will allow me to reactivate payroll after it mysteriously deactivated, although I guess we'll have to see for sure on that one. 

 

Thank you. See screenshots attached

Jovychris_A
QuickBooks Team

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Thanks for your prompt response, @alex72.

 

Yes, you're right, it needs backend tools to pull up your account with the help of our Care Support Team. They can help you become the Primary Contact.

 

Here's how to reach our support:

  1. Open your QuickBooks Desktop.
  2. Click Contact Us.
  3. Enter "Verify payroll transaction" and then hit Continue.
  4. Choose to Start a chat.

Please know our support for QuickBooks Desktop Payroll is currently limited to chat only due to COVID-19 (Coronavirus).


Also, I'll add this article as your reference in updating your Payroll Administrator, Payroll Contact, or Primary principal: Change payroll administrator, payroll contact, or primary principal for Assisted Payroll.
 

Please comment again or tag my name (@Jovychris_A) if you need more help. Take care!

alex72
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hi @Jovychris_A how do I "verify payroll transaction"? I don't see anything in QB that says this, and when I click F1 for support, I do not see a chat option. 

Thanks, Alex

JaneD
Moderator

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hi alex72,

 

You may want to go to this link https://help.quickbooks.intuit.com/en_US/contact to reach out to our QuickBooks Chat Support Team. I'll guide you how.

 

  1. Choose QuickBooks Desktop.
  2. Click on Continue as a guest.
  3. Select the version of QuickBooks that you're using.
  4. Choose a topic.
  5. Click on Start a Message.

You can also check out this link for the list of our QuickBooks support hours: Support hours and types.

 

Let us know if you need anything else moving forward. We're here to help.

alex72
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hi, I got in touch with support over a week ago and they had me fill out the administrator form and send it in. After not hearing back I got in touch with another support lady on Monday. I still cannot use payroll and I need to pay employees...can this be fixed please?? If I cannot be made the Primary Contact yet, I at least need our Payroll reactivated - it has been renewed and paid for, and I have no idea why it became inactive in the first place. 

Thanks

Alex

AlcaeusF
Moderator

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hello there, @alex72.

 

There are several possible reasons why you're unable to make the payroll service active. To determine the cause of the issue, we'll need the specific tool to check account details, as well as the status of the subscriptions.

 

The Community is a public platform, and performing this task can’t be done here for security reasons. Since you already contacted support, I still recommend getting in touch with them again to get this sorted out.

 

Here's how:

 

  1. Open QuickBooks Desktop.
  2. Click the Help tab at the top menu bar.
  3. Select QuickBooks Desktop Help.
  4. Press the Contact Us option.

In case you want to try out some steps before reaching out to them, I suggest you follow the detailed instructions in this article: Resolve a problem verifying your payroll subscription.

 

Additionally, here's a helpful reference that you can check out about the latest payroll news and updates: Latest payroll news and updates.

 

Thank you for your patience. Please know that I'm just a comment away if you need further assistance. Wishing you all the best.

lauren2K20
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

My subscriptions are due to expire in August - so not sure why I cannot get my payroll to work.  I have several clients - recently after signing into Quickbooks - I was having to reactivate payroll.  Now I cannot reactivate payroll.  When I go into a different account - click on the reactivate payroll - nothing happens. I get to my Intuit account, but cannot do anything from there.  Very frustrating!  

JenoP
QuickBooks Team

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

We'd really want to have this sorted out for you so you can run payroll for your clients, lauren2K20.

 

Aside from what are already shared in this thread, let me provide additional steps that can resolve issues like this. 

 

First, make sure that your QuickBooks is on the latest maintenance release. Update QuickBooks Desktop to the latest release.

 

Second, log back in to your payroll account inside QuickBooks and check if you can already get past the Reactivate Payroll screen.

 

If the page is still not responding, let's proceed to repairing the software. This process resolves common issues when working with QuickBooks. Follow the steps provided here to complete the process: Repair your QuickBooks Desktop for Windows.

 

After the repair, restart your computer and log back in to the company file. Then, check once again if you can verify the account and run payroll. You can also proceed to these additional troubleshooting just in case the issue persists: Temporarily turn off your User Account Control (UAC).

 

Lastly, I would recommend reaching out to our Payroll Support team. They can verify your account and check why you're prompted to reactivate your subscription even if it's still active up until August. Follow the same steps that are shared above on how to reach out to them. 

 

Don't hesitate to visit us again in the future if you need more help. 

Frustrated 21
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

None of that is working and I have chatted with people for two hours and still am not getting the help.

Would be nice if i have a phone number to call.

Jen_D
Moderator

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Thanks for posting here again, @Frustrated 21,

 

Due to the ongoing COVID-19 pandemic, we have made changes to our operation hours and our contact options. This is why our Customer Service and Technical Support agents are currently available through messaging.

 

You'll need to get in touch with our Support Team to check the status of your payroll update. They can check what's causing the alert to stay even after successfully renewing the billing information.

 

I'll be adding the steps again to get in touch with our Support Team:

 

  1. Open QuickBooks and click the Help menu.
  2. Select QuickBooks Desktop Help.
  3. On the pop-up screen select Contact us.
  4. Click the Search for Something else button then type your concern in the Ask us anything box.
  5. Hit Search then scroll down to get your contact options.

 

Additionally, you can get subscription alerts when:

 

  • QuickBooks is not updated.
  • If the automatic renewal isn't successful.
  • The credit card or bank does not authorize the charge from us.
  • You're using an incorrect Payroll tax table version.

 

While waiting, try verifying the status of your payroll subscription through these steps:

  1. Go to the Employees tab, then choose My Payroll Service.
  2. Click on Manage Service Key.
  3. In the Status column, verify if it says Active.
  4. You can also view your subscription status by pressing CTRL + K on your keyboard.
  5. If the status says Active, click the Edit button.
  6. Click Next.
  7. Uncheck the Open Payroll Setup - I want to start right tick box.
  8. Hit Finish.

 

Kindly update this thread on how the contact goes. I want to make sure this issue is taken care of and I'll be right here to help you further.

dbeker1
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Unable to find service information to select reactivate. 

DivinaMercy_N
QuickBooks Team

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Thanks for joining this conversation, @dbeker1.

 

To further help you reactivating your Payroll subscription, I highly recommend reaching out to our Payroll support team. They use specific tools to pull up your account in a secure place and assist you in reactivating your account. To connect with them, you can follow the steps provided by my colleague, Jen_D. 

 

Also, for your reference, please see this article: Reactivate your QuickBooks Payroll subscription.

 

The Community also makes it easy for you to have handy sources that you can bookmark for future use. The site has tons of help articles and even video tutorials that will be able to guide you on your QuickBooks tasks. To get started, visit our QuickBooks Desktop Help page. 

 

Feel free to post here again if you need further assistance reactivating your payroll. I'll be always around to lend you a hand. Have a good one. 

dandeeinc
Level 1

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

I have logged into Intuit and I cannot reactivate my payroll tax subscription

SarahannC
Moderator

Can you help me reactivate payroll? Payroll subscription was randomly cancelled and it will not let me renew it - I log in and it gives me an error message.

Hello there, @dandeeinc.

 

I'd like to help you reactivate your payroll subscription. However, I'd to gather a few details to get a better understanding of the issue. Are you receiving any error messages when you go to reactivate? If so, I would recommend sharing with me the exact error message. This way, we can check more resources and provide a correct resolution about it. 

 

First thing to do is make sure  that you have the latest release of QuickBooks Desktop and the current version of QuickBooks Desktop Payroll. Here's how:

 

Update QuickBooks Desktop:

  1. Go to the Help menu.
  2. Select Update QuickBooks Desktop.
  3. Go to the Update Now tab. Tip: You can select the Reset Update checkbox to clear all previous update downloads.
  4. Select Get Updates to start the download.
  5. Restart QuickBooks.

Get the latest payroll tax table update:

  1. Select Employees, then select Get Payroll Updates.
  2. Select the Download Entire Update checkbox.
  3. Select Download Latest Update. An informational window appears when the download is complete.

 

Then, you can log in from the Account Maintenance page in QuickBooks to sync your billing details.

  1. In QuickBooks, go to Employees.
  2. Select My Payroll Service, then Account/Billing Information.
  3. Sign in using your Intuit Account login.
  4. Select Billing Detail and double-check the information.
  5. Click Log out. This will sync your billing details and update your payroll.
  6. Restart QuickBooks.

 

If the same thing happens, please contact our Payroll Support  to check this further. They have the tools to open your account and reactivate your subscription.

 

You can utilize the Reply button below if you need more assistance with this matter. I'll keep an eye out for your response.

Need to get in touch?

Contact us
Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up