Intuit Symphony Payroll Usage Fees

Good evening, @SheenaWilton. 

It's great to see you back in the Community! Let me share some insight into Intuit Symphony Payroll usage fees. 

When you purchase/activate Symphony Payroll, these are the details you need to know: 

• Retail payroll renewal is $24 higher than directly purchased retail payroll. 
• Retail payroll is free for the first employee. You will start to incur usage fees when you run payroll for more than one employee per month. 
• If you request to return the product for a refund or cancel the payroll service, you must do so within 60 days from the date of purchase. If the request to return the product goes beyond the 60 day threshold, any refund will be denied. 

To ensure of what you're being billed each month or more, I recommend contacting our Customer Support Team for further assistance. 

Keep us updated on how the phone call goes. It's my priority that you get the answers you need. Wishing you and your business continued success! 

What is Symphony Payroll? When would I have signed up for it. We use QB Assisted Payroll. Is that the same thing? I can't get a refund because I didn't even know we were being billed for it until it went to collection! I tried connecting to support chat, was chatting with Danilo who disconnected me. I'm happy to pay for the service if it is indeed the same as Assisted Payroll but if it's $7 per employee, how do I get a charge of $30? Also, I don't understand what you mean when you say "Retail payroll renewal is $24 higher than directly purchased retail payroll." Do you mean if I purchased my QB from a retail store or directly from Intuit?

Thanks for any input you can give, Candice.

WOW! This is a scam, isn't it. I checked my QB account and we're set up for QB Enhanced payroll, NOT Symphony, who appears to be a third party payroll service. Am I right that Symphony IS a 3rd party service? So glad I don't just take these emails at face value.

Welcome back, SheenaWilton. Let me share additional details about the fees being billed to your account.

Charges on your credit card or bank account depend on the number of employees and your subscription. Symphony Payroll charges $2.00 per employee per month as long as there are checks created for the employees regardless if they do direct deposit or not.

You can verify the charges through the Customer Account Management Portal (CAMPs). This allows you to review charges, update your payment method, change a credit card, and update billing information and email addresses.

You can also utilize the look up charge in your billing history to find more details about the $30 amount. 

Furthermore, you can contact our Payroll Support so they can pull up your account to review and help explain the billing charges.

Reach back out to me if you need anything else about payroll fees. I want to ensure you're taken care of. Keep safe.

Thanks for the input. Can you tell me - What *is* Symphony? Is it an Intuit product?

Thanks.

Hi there, @SheenaWilton.

Symphony is a type of customer profile that is based on certain usage of a payroll account in QuickBooks Desktop. Not entirely a product of Intuit or QuickBooks but it helps determine the charges placed into your payroll account.

That said, I recommend contacting our Customer Care Support to determine the usage fee placed into your payroll account and to get more information about symphony payroll. You can do so by following the steps below:

1. Go to Help.
2. Select QuickBooks Desktop Help.
3. Click Contact Us.
4. Enter a few words describing how you wanted to accomplish your goal for today in the What can we help you with? text area.
5. Select Continue.
6. Click Chat with us to connect with our team online.

I want to include that reaching out to our Customer Care Support is best during business hours from 6 AM - 6 PM PT Mondays-Fridays. Use this article to learn more: Contact QuickBooks Desktop Payroll Support.

Please know I'm a post away if you have any other QuickBooks concerns. I wish you continued success in all of your business ventures. Take care!

Our renewal date is just a few days away, and today I learned that the Quickbooks Enhanced Payroll is not what is being renewed, but it will be this Symphony, which might replace all the functions that we had before, but it's hard to know. And Symphony comes up with monthly usage charges per employee, whether or not they are using Direct Deposit. It is disappointing that these changes were never explained to longtime users beforehand.

I too, have just found out about this "program", to be polite! Was billed for 2 months, 4&5/2024, with no previous warning about this change, and without any invoicing for what I am being charged for. Was in chat mode with Kirth Michael today, 5/24/24, and cut off before I could get any meaningful answers. NOT a happy camper!

I see where you're coming from, @HVD1. I completely recognize your frustration over being billed for Symphony Payroll without prior notification or invoicing details. I'd love to take this opportunity to help you address this concern.

I suggest contacting our support team again for more information about the unauthorized charges. They can explain why you were enrolled in the payroll service without your knowledge and clarify the pricing that led to those charges on your account. Our support team will take the necessary actions or provide further steps to address this issue.

To ensure you get the appropriate support, please follow these steps:

1. Open your QuickBooks Desktop.
2. Go to Help in the main menu and select QuickBooks Desktop Help.
3. Hit on Contact Us below.
4. Provide a brief description of the issue, then select Continue.
5. Sign in to your Intuit account, select Continue, and then Continue with my account.
6. We'll email you a single-use code. Enter your code and select Continue.
7. Choose to chat with us or have us call you.

You can also contact our support team outside QuickBooks by following the steps below:

1. Go to the https://help.quickbooks.intuit.com/en/contact link.
2. Click Search for something else.
3. Tap Start a Message and enter your concern.

Please consider checking their available hours as they can only accommodate you from 6 AM to 6 PM PT, Mondays to Fridays for Pro and Premier. For Enterprise, you can contact our support anytime, any day.

Furthermore, I've included an article guiding you in managing your QuickBooks Desktop account and services with the Customer Account Maintenance Portal: Manage your QuickBooks Desktop subscriptions and services.

You can always stop by if you have questions about charges in QuickBooks. If you experience any challenges with managing your records, reports, or taxes, please let me know, and I'll be happy to help you.