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rwslaura
Level 3

Enhanced Payroll Subscription Incorrectly flagged as INACTIVE

On 6/8/2020, my credit card was charged for my annual subscription to QB Enhanced Payroll for three employees.  I've signed into my Intuit account; confirmed that the payment was processed; checked my credit card to confirm it was processed; confirmed that my license #, Product # and subscription number are all correct in both my Intuit account and in my software.  All looks good BUT.. I am unable to create any tax forms, because a get a message that my account was inactivated on 6/8/2020.  When I click the REACTIVATE button, it takes me to my Intuit account, where everything is paid and active.  I even tried adding a different credit card, waiting overnight, and that did not help.  There is no way for me to tell my software that my account is active.  PLEASE HELP as I need to do my quarterly tax filing.

4 Comments 4
AlexV
QuickBooks Team

Enhanced Payroll Subscription Incorrectly flagged as INACTIVE

Good day, rwslaura.

 

It's good to know that you're able to verify that the payment was processed successfully.

 

Let's make sure that you have the most updated QuickBooks Desktop and payroll tax table. Also, we can re-enter the payroll service key so that QuickBooks Desktop will determine that the subscription is updated. You can follow these steps:

  1. Go to the Employees menu. Select My Payroll Service > Manage Service Key.
  2. Click Edit and reenter the service key.
  3. Select Next and then Finish.

Once done, check if the Status is showing as Active. I have some articles here for more details about payroll subscription:

Leave a reply if you have more concerns. Have a great day!

rwslaura
Level 3

Enhanced Payroll Subscription Incorrectly flagged as INACTIVE

Hi AlexV - thanks for trying to help, but your suggestion did not resolve the problem So far I've tried the following:

1) Updated to latest version of QB (many times)

2) Signed in to my Intuit account and reenter my Credit card information (many times)

3) Use the REACTIVATE button in QB (many times)

4) Manager Payroll Service   Key - reenter key - Next - Save

5) Exit Quickbooks and restart after re-entering service key

6) Reboot PC after re-entering Service Key

7) Confirmed that the Payroll Service key that is Active in my Intuit account is the same as the one in QB

None of this makes any difference.  My Intuit account says all my services are Active with a renewal of 6/8/2021.  None that less, the Payroll Center from within Quickbooks desk top says my payroll service is inactive and will not allow me to generate a 941 tax form.

MariaSoledadG
QuickBooks Team

Enhanced Payroll Subscription Incorrectly flagged as INACTIVE

I have another option that you can perform so you can create a tax form, rwslaura.

 

Let's perform the send usage data in QuickBooks Desktop to fix this issue. You can follow either of the steps below depending on the option you see.

 

Solution 1

  1. Click the Employees menu.
  2. Select My Payroll Service.
  3. Choose Send Usage Data.

Solution 2

  1. Click the Employees menu.
  2. Select Send Payroll Data.

However, if you're still unable to generate tax form, I suggest contacting our support team so they can help you verify your payroll subscription status. They have the tools to pull up your account in a secure environment. 

 

Here's how:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter your concern, then select Continue.
  5. Choose a way to connect with us:
    • Start messaging with a support expert.
    • Get a callback from the next available expert.

You can also visit these articles in case you have any questions about payroll: Payroll And Workers.

 

If there's anything else you need, let us know so we can get back to you.

rwslaura
Level 3

Enhanced Payroll Subscription Incorrectly flagged as INACTIVE

After SIX HOURS on QB support chat, my issues are both fixed!    1)  The problem with the inactive payroll subscription was corrected by deleting a subscription file located in Program Files (X86) > Intuit> Quickbooks 2019.  Sadly (don't hate me) I didn't write down the name of the file, but it included the term "SUB" if you want to search for it.  After deleting the corrupted file, I ran a manual QB update which restored the file and cleared up the inactive subscription issue.

2) My second issue was that the Q2 941 form Line 5A Column 1 was incorrectly blank.  This was fixed as follows: a) Turn off all anti-virus software  2) Go to Help >Update Quickbooks Desktop >Click RESET UPDATE > Update Now.  The update will take a few minutes.  When it is done, log off QB and reboot.  When you sign back on QB do F2 and look at the version of the software (upper left are of the window).  You need to be on R12_68 to get the correct form.  It will not contain the "do not file" watermark and Line 5A will calculate correctly.

Hope this helps some others! 

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