Employee is seeing "We weren't able to show your payroll info" message when trying to log in. How we can fix this?

Good morning, @userjose-torres-ruiz. 

Congrats on making your first post here in the Community. Let's work together and get this problem with your employee viewing their payroll information fixed. 

After researching further, I've discovered there's an on-going issue with this message. This means that other customers are having this same issue. Our Product Engineers are working hard to get this resolved. 

However, you can contact our Customer Support Team to get added to a list of affected users. This will allow you to receive updates via email about this investigation. Here's how to get in touch with them: 

1. Go to the Help icon in the top right-hand corner. 
2. Press the Contact Us button. 
3. Give a brief description of the problem (INV-49806) and hit Let's talk. 
4. Scroll down and choose to Get a callback. 

That's all there is to it. You can also check out these links below for some future references: 

• Invite your employees to QuickBooks Workforce to see pay stubs, W-2s, and more

• View your paychecks and W-2s in QuickBooks Workforce

Let me know how it goes. I want to make sure all of your concerns are addressed. It's my priority that you're able to allow your employee to review their payroll information. I'm only a post away if you need me. Have a wonderful Monday! 

Looks like this was posted 3 weeks ago and is still being sorted out. My employees are all unable to see their paystubs and new employees are unable to complete their new employee info (W4, etc.) because after registering they only see this error.

Is there a projected date of resolution for this problem? 3 weeks is an awfully long time for this to still not be resolved.

Hello, laurenp. 

I've checked with the INV-49806 provided above by my colleagues the investigation has already closed. Let's go ahead and try the workaround given by the engineering team.  

1. Get a new email invite from the employer.
2. Open the new email invite and click on Get access to paychecks button.
3. Sign In with the email address/username and password.

Note: If routed to the create account page, scroll down to the bottom and click on "Already have an account? Sign In" link.

        4. Click on Continue to (name of the company) button. 

You can read this article in case you'll need help to resend invitation again to your employee: Invite your employees to QuickBooks Workforce to see pay stubs, W-2s and more. 

Please know I'm always available here to lend a helping hand. Just a message in the comment section. Take care and have a good one!

The employee just followed those steps precisely. 

1. Employer resent link
2. Employee clicked link
3. Employee was sent to "create an account page"
4. Employee clicked "already have an account? sign in" at bottom
5. Employee signed in
6. Employee received error stating "there's an issue on our end" (see attached)

Are there any other suggestions for this? Sounds like the issue is still not resolved or the workaround has created a new one.

The issue is still under investigation, Laurenp. 

While we're waiting for a fix, we have another workaround. I'll share it with you.

You'll have to set up the user with another email address. Then, resend an invite to them so they can log in to their Workforce account. 

I also suggest reaching out to our customer care support. We're taking notes of the users who are affected by the issue. 

Don't hesitate to let us know if you have other concerns. You're always welcome to post in the Community.

Thanks, that did work. 

I’m also getting the same error from my account. Even if I’m trying to just log in, the error pops up so I can’t do anything with the account. I tried clear the cache, a different browser, incognito mode, restarting my device, but nothing happened. This is very frustrating.

This is not the experience I want you to undergo, @jringzmn.

I appreciate you for doing some initial troubleshooting steps to get rid of the error. I'm here to present other tricks to isolate the problem. 

The error message We weren't able to show your payroll info is under investigation right now. Our engineers are continuously working to have a permanent resolution. To add you to the affected users, I'd recommend communicating with our Customer Care Team. This way, you'll be notified of any updates. Please follow the steps provided by Candice C above. 

You may also check out support hours to ensure we can address your concern quickly. 

Before calling them, have you tried the workaround steps above provided by my colleagues? If so and the issue persists, let's try another workaround. 

• The email link is not expired. 
• Ensure there are no special characters in the employee's name.
• The employee is not also an admin on the Company Realm. 
• Change Username then create a new Intuit account for the same email

If so, let your employer modify it by following the steps below. 
 

1. Go to https://accounts.intuit.com or click the Company name. 
2. Tap Manage your Intuit Account and sign in using your existing credentials. 
3. Choose the Sign In & Security tab on the left side. 
4. Enter a unique name and email address. 
5. Resend an invite and follow the onscreen instructions. 

Once done, open the email and re-create a new account using the new information. Check out this article: Set up your QuickBooks Workforce account.

I'd also encourage you to visit these articles about changing QuickBooks credentials and other relevant matters. 

• Recover your account when you can't sign in
• Reset your QuickBooks password

Feel free to leave a comment below if you have further questions about logging in to Workforce. I'm always here, ready to help you. Keep safe.

Hello

I have tried the same thing and receive the same message. I am in SERIOUS need of my paystubs as I am seeking help for rent assistance. They need the stubs to process the application. Please Please PLEASE assist me. I have received a new invite 3 times. It is not working. 

We weren't able to show your payroll infoRefreshing your screen often fixes the problem.

I appreciate you for trying the steps shared by my colleagues, ksmith7.

As MichelleBh mentioned above, our engineers are still working to resolve the error permanently.

If the workarounds didn't work on your end, I'd recommend reaching out to our Phone Support team so you'll be added as one of the affected users.

Once everything's fine, you can check these references for more information: 

• Recover your account when you can't sign in
• Reset your QuickBooks password

We appreciate your patience while we are figuring a way to have this matter a fixed. Keep safe!

I'm a new employee and I'm having the exact same problem. What can we do? Is there a phone number we can call?

Thanks for joining in on this thread, MaSa AA.

We have an open investigation about this error and our engineers are working on resolving it. If you're the owner and have added yourself as an employee, you can follow the workarounds provided by my colleagues above.

Otherwise, reach out to your employer and have them contact our Customer Care Team.

Here's how:

1. Sign in to QuickBooks Online.
2. Click the Help icon located in the upper right-hand corner.
3. In the Help window, click the Contact Us button located at the bottom.
4. Enter your question and click Let's talk.
5. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and proceed with I still need a human.
3. Click the Contact us link.
4. Select either Messaging or Callback.

We appreciate your patience. If you have any additional questions or other concerns, please let me know in the comments below. Take care!

3 1/2 months and "still under investigation" , well it just reared its ugly head for one of our employees (maybe more) I don't have time to sit on hold just to leave a message,....please inform the engineers that it is not fixed yet.

This is ridiculous. It is now May 8, 2021 and this still is not resolved. Are the "engineers" even looking into this? Seems like a pretty big problem that affects a lot people. 

I have cleared cache, refreshed browser many many times as the error suggests, tried different browsers. Nothing works. 

I don't want to contact customer support just to few a paycheck every time. 5 months and no one can figure it out? That's hard to believe. I'm sure at this point they gave up and are dumping the issue on customer support but lying about "looking into it" just to appease people. 

I saw this error twice: in July 2020 and now in June 2021. Obviously this is a long-standing issue. Both times I was sent an email invite by my employer and after creating the account and/or signing in I saw this message and couldn't go further.

I hit upon a solution just now that got me into the UI. Logging in normally did not work but I tried the option to recover your account (I can't remember the exact wording but there was a link about "recovering" my profile/account/sign-in. I then got to a screen where I could change my password, and I actually just entered my same password and clicked next/continue. That got me logged in and then it could load the UI with my documents.

I hope this helps someone.
Jeremy

Why is this still continuing to happen to EVERYONE!?!? So tired of getting this and having to email my employer EVERY FREAKING TIME!

This is clearly an awful app made by your CS interns. I'd expect it to not have this many problems especially considering it's coming from a billion dollar company. Do better. 

Over a year later and still no fix? I have a company email that clients have I don't want to use another email. I have seen a pay stub for months. 

I understand this wasn't an easy process for you, @Jrock.

I've checked with the error message We weren't able to show your payroll info. Currently, there's an investigation related to the error but it's already closed. 

We want to make sure that everything's fixed for you. Right now, I recommend you contact our Customer Support Team so they can ask for the employee information, company email address, and company ID. This way, they can create a case and see how to fix the possible ongoing issues with the affected account.

Here's how to contact support:

1. Login to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Select either Chat or Talking to a Human.

You can also review our support hours to make sure we can assist you immediately.

Just reply to the thread if you have further questions. Have a great week!

I still cannot see my stubs. It has been 6 months now.

Hello there, @PotPie.

I can see the urgency of getting this resolved.

If you're getting an error message "We weren't able to show your payroll info", as mentioned by my colleagues above, this is an ongoing issue that our engineers are working to fix. Thus, I recommend reaching out to our Customer Care Team so they'll add you to the list of affected users.

To reach them, follow the steps provided by my colleagues above. Ensure to review their support hours, so you'll know when agents are available.

However, if you didn't receive any error message, I suggest contacting our Customer Care Team. They have the necessary tools to check your account and verify the root cause of the issue.

Additionally, here are some helpful references that you can check to help manage your paychecks and W-2s:

• View your paychecks and W-2s in QuickBooks Workforce
• Print pay stubs in QuickBooks Online
• Print your W-2 forms

Feel free to let us know if you have any other concerns. We're always right here to help. Have a good day.

I am not sure if this is a permanent fix yet, but we had this happen with one employee for the last few weeks. We revoked their online access in their settings, then resent them the activation link to reset their account info and it is now working.

This is happening to me. It is September of 2021. Looks like it has been 9 months since this has been happening. Ridiculous.

Our priority is to resolve the issue with Workforce access, @K Payne. Therefore, I'm here to offer help and share a few workarounds we try to get rid of the error message.

Let's start by checking the email address you're using to log in is not the credentials used by the Primary or the Company Admin profile of the account. Next, we can try working with the other supported browser application to check if the error is not related to the current one.

But if you can confirm these suggestions have been reviewed and done accordingly, I'd still recommend contacting our Customer Care Support. With our specialists online, certain tools can help you reset your profile for fresh access on Workforce.

To do so, you can follow the steps shared by my colleague above based on the QuickBooks product you working with. And make sure to initiate contact during support hours so we can assist you on time. 

We appreciate your patience as we're working on this. Please let me know in the comments below if you've got other questions about your access to online paychecks. Take care and stay safe!