Employee 401(k) deduction not showing in QB 401(k) account

And his direct deposit paycheck isn't showing up in my checking account either. All other paychecks are showing up. His pay stub is showing up under his name in employees. The only thing I can think of is I was on the phone with QB support yesterday and they had me start to run payroll for this one employee to check something. I didn't submit it, and made sure to double check everyone when I was submitting payroll today, and he was there.

Hello there, Sarah. I appreciate you reaching out to us.

There are several possible reasons why your employee's 401(k) deduction is not appearing. Let me share some information about this.

First, please ensure that the payroll items are correctly linked to the appropriate accounts. To confirm this, check the deduction item setup in your employee's profile.

Here's how:

1. Log in to your QuickBooks Online (QBO) account.
2. Navigate to All apps and click Payroll.
3. Then, select Employees tab and choose a specific employee.
4. In the Employee's Profile, locate the 401 (k) item deduction and compare the item used to your other employees.

If the deduction item differs and needs correction, you can edit the payroll item to link it to the proper account.

However, if the deduction mapping is correct, the issue can be caused by the paycheck that has not been properly synced with your register. To investigate further, I recommend contacting our Payroll Live Support team again. They can securely access your account and conduct a detailed review of the problem.

If you have any other questions, please don't hesitate to reach out.

Thank you, NerbynMael. When I asked this question a couple of weeks ago, I ended up calling the priority circle support, they escalated it, and the person it was escalated to was able to go in through the back somehow and get it synced. This time the person I spoke to wasn’t able to get it synced and wouldn’t escalate it. She just told me to enter it as a journal entry. I’m concerned about that, because of how complicated it is when I look at the entries that Quickbooks makes in my 401(k) account, and I don’t know what the implications are of all the different entries. Is there any way to escalate it to talk to someone who can do what they did last time?

Thanks for following up with the Community, SarahCO.

I can certainly understand why you’re concerned about using a journal entry for something as complex as your 401(k) sync. It’s important to get those details exactly right, and I want to make sure you receive the same level of support you had last time.

I’ve shared your case with our Next Level Help team so they can take a closer look at this for you. You can expect one of our experts to reach out to you within 1–2 business days with the next steps to get this resolved.

Please feel welcome to send a reply if there's any questions. Have a wonderful Friday!