DE9 & DE9C Quickbooks Online Payroll error

Thanks for coming to the Community, mmc-accounts .

I'm here to ensure you'll get the assistance you need to resolve your concern.

You can reach out to our Customer Support Team to call you back via the Contact Us feature in QuickBooks Online. They have special tools like screen sharing so they can take a closer look at your issue and assist you  have a correction case initiated to back out these wages/tax if needed.

Here's how to reach them:

1. Click the Help menu in the upper-right-hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

Also, make sure to review their support hours to check their availability.

Aside from the supports provided, you can also visit our Help articles page for reference. There, you can read articles that will guide you in completing your future tasks.

Let me know what you find after trying out the steps. I'll be right here if you need further assistance with payroll or anything in QuickBooks. Have a nice day!

There's no 'Talk a Human' option under Help. Only Assistant and Search. When I followed these stops, I got to QBO overseas online support which was not helpful. 

How do I get through to the correct expert directly? 

Hi LeizyIM

When I tap 'Help' there's no option listed as 'Talk to a Human'. Only Assistant and Search. 

When I used the options to get to an agent and requested a call back, I was connected with a customer support agent who spoke poor English and was not able to resolve the issue at all. 

How can I get through to a capable customer support agent that can assist with this issue (exactly as QBO's own error message is asking me to do)?

Thanks for getting back to us and for sharing your sentiments, @mmc-accounts.

Allow me to chime in and share with you some insights on how to get around the error message. 

You'll want to check your employees' profiles and ensure everything is set up correctly. This way, you'll be able to file your Forms DE9 & DE9C for Q4/2021 seamlessly. Let me show you how.

1. Go to the Payroll menu in your QuickBooks Online (QBO) account.
2. Select the Employees tab.
3. Locate and select your employee's name.
4. Select the Edit pencil icon on the section you want to update.
5. Edit their info and select Done.

You can also check out this article for additional details: Edit or change employee info in payroll.

If this is not the case, I'd suggest contacting our support team. One of our live agents can look into your account and check the setup of your employees. They can provide additional troubleshooting steps to help you steer away from any errors. There, you can also request to transfer your call to our tier 2 support.

When everything is all set, feel free to check out this link for future reference. This can guide you through the steps in effectively filing your tax forms: Pay and file payroll taxes and forms in Online Payroll.

Need more help filing your taxes or managing your payroll in QBO? Keep me in the loop by leaving the details in your reply. You can always count on me to back you up. Keep safe and have a good one