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dsliesse
Level 3

Desktop Payroll Subscription Problems

This might seem to be a repeat of other posts, so let me start by saying I've read those similar posts; (a) none of them seems to be exactly the same issue and (b) when I try to follow some of the suggested steps the referenced sections on a screen don't even exist.

 

Anyway, down to the problem...

 

Ever since our annual renewal in February, we've had problems running payroll in Quickbooks Desktop.  Any time we log into the database for one of our payroll clients we see the "Reactivate Subscription" icon.  But if I look at my subscription information everything is active (four licenses), and the payroll updates all show as current.  I can go through some actions* and run payroll once, but as soon as I log out of the database -- whether or not I run payroll then -- we're back to the "Reactivate Subscription" nonsense.

 

I've had online chats with two different agents, and neither was able to resolve this issue.  They both verified that our account is current and paid for, at least.

 

I expect a license renewal to be a seamless procedure, so I'm not sure what's happening (or not happening) here.  Very frustrated with this whole process!  Anybody out there have any ideas of what I might have overlooked?

 

*Go through the Ctrl-K sequence to pretend to edit the key.  Also, at a support agent's suggestion, changed the client's EIN to our own, then changed it back.  Both work once as mentioned in the main text, but don't carry through after I log out of the database.

7 Comments 7
katherinejoyceO
QuickBooks Team

Desktop Payroll Subscription Problems

Hi there, @dsliesse

 

I appreciate you for sharing the detailed information of your concern and what you've tried to resolve the Desktop Payroll subscription issue. 

 

Checking on our records, we've received reports about similar issues describing active clients showing "Reactivate Subscription" alert in QuickBooks Desktop. At the moment, our engineers are working to find the root cause to fix this issue under INV- 43437

 

I know that you've already contacted our Customer Care team and chatted with two different agents. I'd recommend contacting our Desktop customer support again. And this time, provide them the investigation number listed above and let them know that you're one of the affected users. 

 

They will then link your company to the investigation and will receive updates through email. 

 

Let me know if you have additional concerns. We're always delighted to help. 

 

 

dsliesse
Level 3

Desktop Payroll Subscription Problems

Thanks.  I'm glad someone at Intuit finally understood what I was saying!  (Could have been that I wasn't explaining the problem well, but I don't think so in this case.)

 

I'm not sure if we fixed the problem permanently, but the agent I talked to walked me through replacing what might have been a corrupt update file on a coworker's workstation.  The other two of us could go in and clear the "Reactivate Subscription" message, but as soon as this coworker logged into a client database the problem came back.

 

I have a background in IT so this fix was a no-brainer for me, but since it involves a hidden file I don't want to just publish the steps for fear someone who is weak in this area could really mess up the system.  I'd rather an Intuit agent walk them through the steps.

 

The problem is probably resolved, but I'm not going to mark it so until we have a chance to do payroll on another couple clients just to be sure.

JAR Machine
Level 1

Desktop Payroll Subscription Problems

I hear and feel your frustration as I have been going through the exact same thing with my payroll subscription since March 10, 2020.  I have contacted the help team several times via phone via email to no avail.  I had a tech try to help through QB Desktop Tool Hub and she could not fix my issue.  I am beyond frustrated but will try QB support team one last time before I find a different avenue for my payroll.

 

emt50
Level 1

Desktop Payroll Subscription Problems

We renewed our payroll subscription back on March 13th, 2020 for $728.63 and now I get an email today saying they are charging our Visa card $8.70 per month.  Why is this?

 

Ellen Turner

 

Nick_M
QuickBooks Team

Desktop Payroll Subscription Problems

Hello, emt50.

 

Thanks for stopping by the QuickBooks Community, I'm happy to try and shed some light on what's going on. While we can't dive into your specific account here in the Community because this is a public forum, I can provide you with a breakdown of our QuickBooks Desktop prices. There you can find a detailed list of cost, also if you want to know exactly why you're being charged a specific amount, I'd recommend reaching out to our support team, they have the ability to dive right into your account and tell you exactly what you're being charged and why. Follow these steps to reach out to them. 

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Give a brief description of your issue, then select Continue.
  5. We’ll provide you a few support options. Select which one is best for you.

If you have any other questions or concerns, feel free to bring them to our attention down below. Thank you for your time and have a lovely afternoon. 

ddiederich
Level 1

Desktop Payroll Subscription Problems

I'm having the same problem regarding the payroll subscription. It's very frustrating. In payroll it says the subscription is expired. I click on the Renew button and a window opens saying that the status is Active.  I've tried several times to reach customer service, but can't get to talk to a real person!

Charies_M
Moderator

Desktop Payroll Subscription Problems

Hello there, ddiederich.

 

I appreciate you for sharing with us your experience with phone support. This is something Intuit doesn't want you to come across in the future.

 

This issue with payroll subscription status requires help from our QuickBooks Care Support. I understand that you've already contacted us about this. But since the nature of this concern includes personal information, it would be best to work on this in a secure environment.

 

The availability of support depends on which type of subscription you're using or they may experience high call volumes as of that moment. You can check out this article for our contact information. Click on the QuickBooks Desktop drop-down to see the most updated support schedule: Support hours and types.

 

Please follow the steps shared by the previous agent on how to contact us.

 

You might also want to review this link for your reference on how to renew or reactivate payroll: Renew or reactivate your QuickBooks Desktop Payroll subscription.

 

I'm here if you need further assistance with your QuickBooks account. Have a great day!

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