Employee List gone

Thank you for letting us know the error you'rehaving when trying to run payroll, @bloper.

There's an ongoing issue with employees missing from the Employee list and Run Payroll screen. Our Product Engineering team is already aware of this and is now working on a fix.

In the meantime, I'd recommend reaching back to our Customer Support Team. By doing so, you can be added to the list of affected users and receive an email notification once we resolve the issue. 

You can reach them by going to the Help icon at the top right of the account. Then, let them add you to Investigation No. 94759. Provide with them as well the name(s) of the employee(s) that are missing from the Employee List and Run Payroll screen. 

Follow the steps below: 

1. Go to the Help icon to connect to a live support agent. 
2. Select the Search tab and click on the Contact Us button.
3.  Select a topic for your concern in the What can we help you with? section.
4. You'll now be provided options on how to connect to our Customer Support.

You can check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.

Here's also more information on how you can update your employees' information in QuickBooks: Edit or change employee info in payroll. 

Let me know if you need more information with your employee list or anything else. I'm always here to answer them for you. Have a great rest of the day!

It would seem this would not take 2 weeks to fix.  Or at least put a dedicated team to help us that cannot do our payroll.  Can not change direct deposits.  Like a US rep to stay in touch with, to proactively help us with running payroll till it is fixed.  I just spent over 2 hours with a rep trying to communicate.  Now they are telling me my case 15108241433 was not associated with the issue.  3 other reps said it was.  ************

12.14.23 still not fixed.  I cannot process my own payroll.  I cannot update anyone's direct deposit.  I am paying for Elite.  

2 1/2 years later, I have the same problem in QuickBooks Online Payroll Premium. One of our employees suddenly disappeared, and I can't pay him anymore. He is still partly in our system, and can track time, but does not show up in employee list. Curious if anyone else has had this problem? QB support says there is an ongoing escalated investigation (investigation ID is INV-151599).

Thanks for getting involved with this thread, DarynY.

I've reviewed the investigation you referenced (INV-151599) and can confirm it's currently in-progress. The topic for the investigation is employees not displaying in payroll.

If you've already been added to it as an affected user, your account will receive email notifications about any updates relating to it. In the event you haven't been added yet, you can have an affected account added to an investigation by working with our Customer Care team.

Here's how to reach them:
 

1. Use your Help (?) icon while signed in.
2. Go to the Assistant or Search tab.
3. From your Assistant tab, enter a question in the Type or ask something field, then click Talk to an expert. If you're using your Search tab, enter a question in the Search questions, keywords, or topics field, then select Contact Us.

Once you're in-touch with an agent, be sure to provide them with the investigation identifier (INV-151599). They'll be able to pull it up alongside your account. If you're affected by it and haven't been added as an affected user yet, they'll be able to add the account to it so you receive email updates about it while our Product Investigations team works towards a solution.

You can review their hours in our Get help with QuickBooks products & services article so you'll know when agents are available.

Please feel welcome to send a reply if there's any additional questions. Have a great Monday!

I have the same issue. I can't pay the employee, who seems to have disappeared into the Quickbooks ether. Support had no idea what the issue was and told me to add them as a new employee, but I can't do that either b/c his SSN comes back with an error that it matches an existing employee. I can see his previous paystub from last period as a reality check that he does in fact exist.

This issue is pretty ridiculous, as it's messing with employee's livelihood. 

Thanks for reaching out to the Community, awersing. I appreciate your detailed information.

I’ve successfully escalated your case to our Next Level Help Team so we can get the discrepancy involving your missing employee resolved and get your payroll back on track.

An Expert from this specialized team will investigate why the profile isn't appearing in your employee list. You’ll be contacted directly with an update or a definitive resolution within 1–2 business days.

My priority is ensuring you can pay your team member immediately and correcting this system glitch to prevent any future hurdles. We’re committed to getting this sorted out so you can focus on your business and your staff’s well-being. Have a wonderful Monday!