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jenniferdespain
Level 1

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

 
7 Comments 7
ReymondO
QuickBooks Team

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

Phone support is already part of your QuickBooks Online subscription @jenniferdespain.

 

Because of this, there's no extra charge whenever contacting us for a technical assistance.

 

We're currently investigating several third-party companies that are selling technical support services. It's possible that you've reached out to one of these companies. Can you tell us how did you get the contact information or share with us the phone number so we can double-check?

 

You can also follow these steps on how you can get our official contact information:

 

  1. Click the Help icon.
  2. Select Contact Us.
  3. Enter your question or concerns, then hit Let’s talk.
  4. Click Get a callback.

 

For more information on how to protect your account against fraudulent activity, please visit this link: https://security.intuit.com/index.php/home/blog/716-protect-yourself-from-tech-support-scams.

 

Should you have any question or concerns , don’t hesitate to reach out and let us know how we can help you.

jenniferdespain
Level 1

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

Thank you for the reply. I haven't contacted any 3rd parties.

The hours I've spent on the phone have been with QB technical support. They've been helpful with some of the issues but not all. For those, I've worked with my accountant - who billed me for the time, even though these are glitches in QBO and not user error (and I'm still having issues).

JasroV
QuickBooks Team

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

I understand your situation, @jenniferdespain.

 

Also, I appreciate you for sharing the details you've done. For me to provide you the right resolution, can you specify what payroll issue you're still having with? Any additional information you'd share is highly appreciated.

 

Here's an article that you can read for additional reference: Limitations when you Convert from QuickBooks Online to QuickBooks Desktop.

 

Then in case you want to learn how to adjust payroll liabilities, I've got you this article for the detailed steps: Adjust Payroll Liabilities in QuickBooks Desktop.

 

I look forward to hearing from you. Don't hesitate to reach out to us if you have any other concerns. We're always here to help.

jenniferdespain
Level 1

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

Thank you for your reply and the links, JasroV.

After the rollover, QB applied 4th QTR payments that were paid in early January to 1st QTR.

I also had several amounts, some positive and some negative, randomly show up the payroll tax history report that didn't coordinate with actual payments. When these were removed (by tech support or the accountant), a couple of them have now shown up in my bank reconciliation window. My question is, when tech support doesn't solve the problem, is there any recourse?

KhimG
QuickBooks Team

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

Thanks for getting back to us and providing detailed information about your payroll concern, @jenniferdespain.


During the conversion process, there’s a big possibility that already reconciled payments will show as unreconciled. You may need to individually check these random amounts in your Desktop company file and re-reconcile them in QBO.


I know that you’ve been calling support for assistance in fixing the problem. However, it’s best to contact them again for help in finding out what those payments are. 


They also have tools capable of performing a screen-sharing session that will allow them to navigate through your file. Please follow the same steps shared by my colleague ReymondO to get in touch with the Customer Care Team.


Check out these articles for your guide:

 

I’m also adding these resources in case you need reference entering historical payments in QBO:

 

Please let me know how everything goes and if there’s anything else you need. I want to make sure this gets taken care of. All the best!
 

jenniferdespain
Level 1

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

The frustration is that tech support was not able to solve the issues and I had to look to another source. These are issues I did not have with desktop, and I worked on that for many years.

So I will take this to mean that no, there is no recourse. But thank you to all of you who took the time to respond to my question and post links with helpful information, I appreciate it very much!

rmganeva
Level 1

I've spent many hours on the phone and paid $310 (so far) trying to correct payroll issues resulting from the rollover from desktop to QBO. Do I have any recourse?

Hi,

This has been a nightmare. I have the same issue. This is the last time I use QBO Payroll for a client. 

 

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