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Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

 
Solved
Best answer 12-27-2019

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QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Hello there, sthomas1.

 

I'd like to make sure your payroll taxes are taken cared of. You'll want to check this article: Support hours and types. Then, go to the Online Payroll section to get our contact information, or reach out to us though chat by clicking the Start a message link.

 

Meanwhile, you can also provide us the details about your concern. We might be able to resolve this without contacting our support team. 

 

We're always around if you need more help with QuickBooks Online. Thanks.

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QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Hello there, sthomas1.

 

I'd like to make sure your payroll taxes are taken cared of. You'll want to check this article: Support hours and types. Then, go to the Online Payroll section to get our contact information, or reach out to us though chat by clicking the Start a message link.

 

Meanwhile, you can also provide us the details about your concern. We might be able to resolve this without contacting our support team. 

 

We're always around if you need more help with QuickBooks Online. Thanks.

View solution in original post

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Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

I have tried both the chat and call back requests.  I have not received any phones despite, at this point, 8 requests.

My chat requests have resulted in hello what is your name and question prompts, which received no reply.

 

I received an important email from [email address removed] letting me know about drastic changes to payroll taxes for my NJ employees.  I don't have NJ employees but I do have MO employees.  When I go to make payroll tax payments through QuickBooks, none of my MO  liabilites appear.

I am wanting to find out why  quickbook payroll thinks I have NJ employees and don't appear t orecognize the MO employees.

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Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

I see that the email was filtered, but it was from Quickbooks Payroll

Highlighted
Moderator

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

The taxes accumulated depending on the company work location and employee residence, sthomas1.

 

In QuickBooks, we follow the states' reciprocity. This means that the employee only pay taxes in one of the state. Let's run an Employee Details report to verify if one of them is residing in New Jersey. Here's how:

 

  1. Go to the Reports tab. 
  2. Enter and select Employee Details
  3. Select All Employees under the Employee drop-down.
  4. Click New Jersey under the Work Location option.
  5. Click Run Report.
  6. You'll see the information under the employee's name.

If there are no employees residing in New Jersey, we can check your list of work locations. From there we can make it inactive.

 

  1. Click the Gear icon.
  2. Select Payroll Settings.
  3. Under Business Information section, click Work Locations.
  4. Click the New Jersey address.
  5. Check the Mark a work location inactive box.

I'd also suggest contacting your state agency to confirm your employee reciprocity agreement. Once verified, we can do not withhold the employee. Please go to the States with the reciprocity agreements section of this article multistate employment payroll situations for more details.

 

I'll be around keeping an eye for your other concerns. Thank you!

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Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

We have never had employees in NJ, nor have we ever created a work location in NJ

Highlighted
QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Hi there, sthomas1.

 

As mentioned by my colleague above, the taxes accumulated depending on the company work location and employee residence.

 

I see you've been in contact with us multiple times to get this issue about the tax payment fixed. Since you verified that you have never had employees in NJ, nor have ever created a work location in NJ, I suggest contacting our Support Team again. They can double check your payroll and tax setup in your account. And, they can also rebuild the taxes to show your MO liabilities.

 

Please check this article on how to pay taxes using our electronic services: Make payroll tax payments.

 

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

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Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

ChristieAnn,

 

That's my point.  After a dozen unsuccessful attempts to speak of this issue with TechSupport, I remain flustered that I have not once been contacted by a support agent, either by phone or chat.

How does a user contact tech support directly, without need for waiting for a call back or a chat session?

Highlighted
QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Hi @sthomas1

 

I appreciate your patience when speaking to our live support agent. The Community forum is an alternative way for you to seek help. Since this is a public discussion, we will advise contacting our support agent whenever there's a need to verify the account information to take a closer look at the issue within your QuickBooks account.  

 

At the moment, the Callback request and chat session feature are the only means of communication designed to be an easier and faster way for customers to contact support. 

 

To make sure we address your concern on time, check out our support hours

 

Feel free to message again if you have follow-up questions. I'm always around to lend a helping hand. 

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Level 2

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Chat support hasn't worked in MONTHS.  Phone support is THE ONLY WAY to receive help...and that's only if you get lucky and actually have a person call you back.  

 

So why is this question marked as solved?  It isn't solved, nor did anyone provide an explanation as to why phone support is pathetically unreliable, or a reason why chat support hasn't worked in over 6-8 months. 

Highlighted
QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

We don't want you to feel this inconvenience, @DMDTCPA. I want you to know that helping you is our priority.  

 

You may want to contact with our support through this link: https://help.quickbooks.intuit.com/en_US/contact  

 

 Here's how: 

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us. Start a chat or Get a call back

 

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Alternatively, you can click this link for a faster way to contact our support: https://help.quickbooks.intuit.com/prechats/offerings/QBOP-CHAT/15024/view  

  

 

payroll.PNG

 

Please take note that it may take a few minutes to connect with our agents as we are receiving a high volume of calls and messages. 

 

If you're still unable to connect with our Chat support, I recommend performing some troubleshooting steps to isolate this case. 

 

The stored browser cache in your system could be the reason why you're unable to connect with our chat support. We can start by accessing your QBO account in a private browser. This mode doesn't save your searches, visited pages, log in details, and cookies. 

 

Here's are the shortcut keys:    

 

  • Ctrl + Shift + P (Internet Explorer or Firefox)
  • Command + Shift + N (Safari)
  • Ctrl+ Shift + N (Google Chrome)   

 

If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files. 

 

If you still encounter the same issue, you can use other supported browsers. It could be that the one you're currently using has a temporary issue with QBO. 

 

Please let me know how it goes by clicking the Reply button. I'm just one post away. Have a great day!

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Level 2

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Let me refer you to my previous post (the one you read didn't read but replied copied/pasted to).   Please follow the step below in order to do so!

 

Steps for finding my previous post:

1. Scroll up

 

In response to your useless reply:

  • You really don't need to provide steps on how to contact chat support when someone has already clearly stated that they've taken the necessary steps to no avail.
  • No, my browsers cache/cookies are not simply preventing chat from working.  I've cleared ALL cached items and deleted ALL browsing history and stored information from websites.  It still doesn't work.
  • No, a private browser will not change anything either.  We've tested in Chrome, Firefox, Edge, and Safari on multiple different networks and have removed/disabled ALL  internet security programs and still N-O-N-E of them work.
  • Thanks for providing a screenshot of the form you fill out before clicking the submit button to start a chat support session.  How insightful!  Perhaps you should navigate yourself back to that screen and then attempt to fill out all those fields before clicking the submit button at the bottom.  (It's the GREEN button, FYI)
  • On second thought, I'll save you the time and effort.  Here are two screenshots from earlier today (performed in two different browsers, both with cleared caches):

NoSupport.jpg

NoSupport2.jpg

 

Incredible! Excellent chat support!

 

Wait a minute...why does it say "Timed Out" in the bottom-left corner?  Oh, that's right!  That's because it doesn't work.  

Highlighted
Level 1

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Desperately need a payroll session to pay employees

Highlighted
QuickBooks Team

I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

Thank you for joining the thread, @admin76.

 

Running payroll just takes a few clicks in QuickBooks Online (QBO). You need to have an active payroll subscription to run payroll for your employees. If you don't have any payroll service connected to your QBO account, then you can visit our payroll and pricing page to see and select the payroll you want to use.

 

For additional reference about running payroll in QBO, feel free to read these articles:

 

You can also check out these articles for more in case you need tips and related links while working with QuickBooks or payroll in the future:

 

 

Post again if there's anything you need assistance with. I'm a post away to help. Have a good day!

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