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Level 3

IOP to Payroll Core -- Anyone else losing faith in QuickBooks?

Friends: I've been a QuickBooks user, advocate, and evangelist for years. After the forced migration from Intuit Online Payroll (IOP) to QuickBooks Payroll Core (QBPC), I've just about lost all faith in the company.

Let me be clear: I want to stay with the company. Nobody wants to change payroll or accounting software. But I'm nearing the end of my patience. I'm curious if anyone else is having similar issues:


  • 1. My migration was forced on me in December 2021. This is probably the worst time ever for those of us with a calendar fiscal year.

  • 2. Access to my IOP account -- even read only -- was immediately removed. I'm not even sure if that's legal. Had I moved to a competitor, I believe QB is obligated to maintain the data for at least 1 year.

  • 3. I've identified several significant bugs and made over a dozen calls to customer service. Nearly all agents are friendly, but nearly all are unable to understand the issue let alone push it forward to someone who can understand and fix it. I'm tired of having to explain the same issue multiple times.

  • 4. The bugs I've noticed garbled data tabulation for 12+ local taxing authorities. By "garbled", I mean created tables with mis-named rows and spreadsheets where a row of numbers is followed by a "total" that is mathematically incorrect.

  • 5. 1099 generation was impossible within QB Payroll Online, even though the service includes it. One rep told me that QB Payroll Core does not include 1099 filing. I had to show her the software menus as well as QuickBooks own sales literature.

  • 6. Agents "created tickets" for Items 4 and 5 above, but QuickBooks appears to have no system for end users to monitor ticket status, add additional insight, or -- incredibly -- collaboratively solve an issue. I use at least 12 different SAAS (software as a service, i.e., cloud-based systems) and QuickBooks is the only one that has a "ticketing system" that is not customer facing.


Am I alone? I have high standards, but this is payroll, the IRS, bank data for my company and employees, and many other regulated issues. IOP worked flawlessly for us for 10+ years. We've been migrated to a system that is costing us twice as much and literally keeping me up at night. I worry not as much about the errors (migrations always are headaches) but about the lack of systems in place to prevent and respond to them.


Is there a support team or method I'm unaware of? 




4 Comments 4
QuickBooks Team
QuickBooks Team

IOP to Payroll Core -- Anyone else losing faith in QuickBooks?

This is not the impression we want you to experience upon moving to QuickBooks Online (QBO) Payroll Core, slbradio.


I appreciate the time and effort you've spent with our support agents. I'll personally share your feedback with our Customer Support Team on the unresolved payroll issues you have. We'll be able to take action on improving our customer service.


Intuit Online Payroll was retiring last May 1, 2021, that why our customers were moved to QBO Payroll Core. This is a more modern payroll plan, with more features and better ongoing development support. To learn more about this one, check out this article: Move from Intuit Online Payroll to QuickBooks Online Payroll Core. To access your Intuit Online Payroll account, we'll need to use the Admin login. If the same thing happens, please contact our Payroll Support Team to help you with this one. 


On the other hand, 1099s are the tax forms you need to file with the IRS when paying contractors in cash, check, or direct deposit. Intuit has a convenient feature to help you prepare your 1099s. Just check out this article to help you process your 1099's: Create and file 1099s using Intuit Online Payroll or no payroll.


With QuickBooks Online Payroll Core, we'll take care of filing and paying Federal and State taxes for you. If you haven't enrolled in e-file and pay services, you'll see the reminders on your To-Do List. You can see it through the Workers Overview page or the Dashboard page. If you want to file and pay the taxes on your own, do not complete the automated taxes and form filing setup. You can use this for reference: Tax feature updates with QuickBooks Online Payroll Core.


For the unresolved cases, I'd suggest contacting our Payroll Support Team. I know you already called a couple of times, however, this is the best option we can have for them to further investigate what's causing the migration issues. Just provide the reference number to the support agent for them to review the case. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how: 

  1. Click Help in the upper-right corner and select Contact Us.
  2. Enter the details of your concern and click Let's talk.
  3. Select how you want to reach them (phone or chat).
  4. Enter the necessary details to complete your request.


You can check the following articles for more info. You can also learn about what to expect when you move from Intuit Online Payroll to QuickBooks Online Payroll Core:


The Community always has your back, and I'm just a post away should you ever need anything. Just leave a comment below and I'll get back to you. Have a great day ahead.

Level 3

IOP to Payroll Core -- Anyone else losing faith in QuickBooks?

Thank you, but your answer is largely boilerplate text you've pasted here that supports my point. You're saying all the right things, but there is no substance behind it. Please know I don't mean that personally. It simply seems to be what sadly is a new culture for QuickBooks. 


As noted, I have already contacted customer support many times. You're suggesting I do the same thing. I can't keep explaining issues to your agents over and over, only to discover they don't understand the problem or, if they do, tell me they'll "let the team know". How do you plan on keeping me informed of the issue given what seems to be a one-way ticketing system? 


QuickBooks can hype the "more modern" interface all it wants to, but I need a working product that adds numbers correctly displays reports properly, and creates the forms it's supposed to.  It's unconscionable to convert customer data and not provide dedicated support for the blips that are bound to happen, especially when the price doubles and when you do it at year end (I begged you to do so in May, then again in July and October, but as I feared you waited until December). 


Support was superb for IOP and has been for QB Desktop ond QBO. QB Payroll Core and the support behind it is a huge disappointment. 





Level 3

IOP to Payroll Core -- Anyone else losing faith in QuickBooks?

With all due respect you're attempting to placate me with generalities and boilerplate. This is not customer support, but rather volleying the problem I've explained repeatedly to agents back into my court with no solution -- or even a process to get to one.


Simply stated, you need a ticketing system if you're going to keep your customers. Moreover, to migrate customer data at the end of the calendar year and to offer no dedicated support team to address blips that undoubtedly are going to occur during data migration is unconscionable.


Finally while QuickBooks can continue to tout all of the "improved features" of its new payroll system, they are meaningless if I'm unable to create reports I can rely on and forms I'm required by law to submit as I've done without issue for 10-plus years prior to this so-called "upgrade".


Add in that you've doubled the cost, is it any wonder 

Level 1

IOP to Payroll Core -- Anyone else losing faith in QuickBooks?

I decided after last filing season not to use the 1099 IOP because trying to find the login has always been a labyrinth of scrolling around each year to find it on Intuit's site.  Last year, I noticed the font printed on the 1099NEC from Intuit was so small I was worried the post office couldn't read it.  So I changed vendors.  I'll be up late for a few nights keying in all my client info to another online 1099 service.  I like the new service I'm using.  It's straightforward, the site is easy to navigate, and your forms are kept for 3 years.  Unlike Intuit, where you only had access until April. 

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