Change Payroll Principal Officer Phone from landline to mobile

InTheBeginningPreschool · ‎February 06, 2023

We used Tsheets begore Intuit bought them. When we rolled over Tsheets to QB Time, our information was moved over including the Payroll Principal Officer information. The problem I am having is that at the time we used Tsheets, Mobile phones were not used so a landline with a switchboard was used as our phone number as the Payroll Principal Officer's number. This number is what is used to verify a change in Bank Accounts or payroll officer information. We opened a new bank account for payroll and when trying to change new bank account, it wants to verify this change by sending a code to landline. Calling the landline with code won't work since its a switchboard with choices. We have called intuit and have filled out all the paperwork to change the principals officer's number and it was denied as I think they don't understand our problem. Even trying to change number in this portal (under payroll settings, Bank accounts, Manage Payroll Principal Officer. The system wants to still call the landline to verify change in number. This is the one area of quickbooks that even an email is not offered to verify. What is a company suppose to do if the principal payroll officer changes phone numbers and no longer has their old one and doesn't think of changing it in this area of QB. And yes, the phone number is our mobile one in every other area of QB except for this. We cannot run payroll with our new bank acccount because of this and QB assistance doesn't seem like they can help us or understand. Has anyone else been able to remove their landline from the payroll Principal Officer section in Payroll settings? Urgent as we need to run payroll tomorrow.

KlentB · ‎February 08, 2023

I can imagine the hurdle you've been through trying to resolve this problem, InTheBeginningPreschool. I'll make it up to you by ensuring you get the best support available so this gets taken care of right away.

Since you no longer have access to the old phone number on file, you'll need to contact our Payroll Support Team to send a change request. I know that you already did this, but I still recommend giving us another chance to help you out.

Take note that you may be required to submit additional documents for these updates. This includes a high-quality photo/scan of your driver's license, state ID, passport, or notarized document. You can also provide your previous case numbers to our representatives so you won't have to start all over again. Here's how to connect with us:

Click the Help icon on the top right corner of the screen.
On the pop-up panel, go to the Search tab.
Click the Contact Us button.
Enter the error message in the description box.
Proceed with Continue, then choose Chat or Callback.

Once you're all set up and everything is sorted out, feel free to read this article to be guided in paying your employees: Create and run your payroll.

You can always count on me if you need a helping hand in accomplishing your other payroll tasks. Please don't hesitate to leave the details in your reply. I'm always here to back you up. Keep safe!

loanap · ‎September 18, 2023

I am literally having the same issue. Ive spoken to about 8 people already and no one seems to be able to help. I've uploaded my ID multiple times and have gotten no where. I have payroll due tomorrow and am freaking out!

SirielJeaB · ‎September 18, 2023

We understand how frustrating it can be when challenges arise within QuickBooks and affect your business activities, loanap. We appreciate your effort in troubleshooting the issue and contacting our Live Support Team. Please know that we're committed to resolving it as soon as possible.

Our Customer Care team is already working on your issue and we advise you to get in touch with them again to ask for an update. They have all the necessary tools to review your account and provide you with further details regarding the Payroll Principal Officer. Here's how you can reach them:

Sign in to your QuickBooks Online account.
Click the Help (?) icon.
Provide your concern, then hit the Let's Talk option.
Select Contact Us to connect with a live support agent.
Choose to Start a chat or Get a callback.

We also want to provide you with helpful resources on handling payroll-related activities. Check out these articles:

If you have any other concerns, don't hesitate to drop by again in the Community forum. We are available 24/7 to assist you. We hope that your business venture will be successful!

TraceaR · ‎December 19, 2023

I'm having this same issue and I've been through 4 people and had to pay my accountant for assistance with this and we still haven't fixed it.

Nicole_N · ‎December 20, 2023

Going back and forth is never easy, @TraceaR, and I recognize the importance of changing the Payroll Principal Officer's Phone number from a landline to a mobile.

I'm aware that you've already gotten in touch with our Payroll Support team, but I suggest reaching out to them again given that they have all the tools to safely pull up your account.

Please be aware that you may need to provide additional documentation for these updates which involves submitting a high-quality photo or scan of your driver's license, state ID, passport, or a notarized document. If you have previous case numbers, you can share them with our representatives to expedite the process and avoid starting from scratch. Here's how you can reach out to us:

Go to the Help icon in the top right-hand corner.
Select Search, then press the Contact Us button.
Enter your question in the box and hit Continue.
Choose the best way you'll want to reach out to us.

Once you've completed the setup and resolved any outstanding issues, you may want to read this article for guidance on paying your employees: Create and Run Your Payroll.

Please know that you're always welcome to post a reply in this thread if you have any other questions about changing your business information. I'll be here ready to assist you.

peggiweg · ‎August 26, 2024

What part do you not understand? In every thread on this topic people are saying they call customer support over and over and are getting nowhere. Same for me. Now 4 support tickets, have uploaded info and am getting nowhere. I can see the documents in your File Exchange System but can't get anyone on the phone who can actually take an action beyond looking up steps to the change the phone number which I've already done. Then they fill out yet another support ticket. I want to talk with someone above the first tier people but apparently this is impossible. We've missed payroll. Please tell me how to get past the nonsense in your system and get to a competent person who can actually resolve the issue

MirriamM · ‎August 26, 2024

Hi there, peggiweg.

We want to ensure all of our customers' concerns are addressed as soon as possible, and this is not the kind of experience I want you to feel while using QuickBooks Online Payroll.

I can see that you posted twice in this forum. Please click the link to get redirected to the original post answered by my colleague: https://quickbooks.intuit.com/learn-support/en-us/employees-and-payroll/re-principal-payroll-officer....

To keep the conversation streamlined, I ask that you leave any follow-ups there.

If you ever need tips and related articles about "How Do I" steps in QuickBooks Online Payroll in the future, you can visit our QuickBooks Community help website for assistance: QBOP Self Help.

If you have any other questions, you can always visit us, peggiweg.

Topics

Training

Community

Resources

Change Payroll Principal Officer Phone from landline to mobile