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Zbates
Level 3

Duplicate Employee

Hi,

Okay, buckle up because this journey is a long one!

 

Problem: The owner of the business I work for has a duplicate employee in the worker role that only shows up in Quickbooks Time.

 

What I'm seeing: In Quickbooks online his information is correct and there is only one of him. In QBT there is one as the Master Admin (correct) and then another one of him as a worker (incorrect).

 

What I've done to try and fix it:

  • I tried to search the incorrect duplicate I am seeing in QBT under the employee tab in QBO.
    • I looked under "active", "inactive", and "all employees" in QBO. The duplicate one does not show up there. But still, I am seeing one as the Master Admin in QBT and one of him as a worker.
  • I looked at their information and they have a different QB ID in Quickbooks Time
    • Is there anyway I can search in QBO by using the ID I'm seeing in QBT?
  • I also can't archive the worker duplicate, and a message pops up  saying "You can't archive quickbooks users."
    • I went to the "manage users" tab in QBO and it's not there either.
  • I have also called QBO support and had them merge the two so that correct one would stay dominant and the wrong one would go away. They did it and then about a week later the duplicate was there again!!!!

 

I'm at a complete loss at this point. Is anyone else having this problem? Does anyone know how to fix it?

2 Comments 2
Candice C
QuickBooks Team

Duplicate Employee

Good afternoon, @Zbates

 

It's great to see you back in the Community. Allow me to point you in the right direction to get this resolved. 

 

After doing some research on my end, I've discovered there's an ongoing investigation (INV-00052) with this issue. That means that other users of QuickBooks Time are having the same problem. 

 

With that being said, it's best to get in touch with QuickBooks Time support and have them add you to a list of affected users to receive updates via email. Find the direct number in the link provided to get in contact with them by phone: Contact QuickBooks Time support

 

After you give them the investigation number, they'll be able to get you squared away. Let us know how the call goes. Feel free to reach back out if you have any other questions or concerns. Be safe! 

Zbates
Level 3

Duplicate Employee

Thank you!! I appreciate it!

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