Is anyone else having issues using the on-boarding feature in QBO where new employees are sent an email to self-enter their tax information?

beckleykyle · ‎February 02, 2019

When selecting "Invite this employee to view their pay stubs and W-2s online" more than 3/4 of our employees encounter issues registering. QBO says to have them log in using their Mint.com or TurboTax credentials (if they have them) but that doesn't work. The code will not work, either, if they already have some sort of Intuit account. Then QBO says (via two phone calls with support) that the employees should just create another email to use the service (unacceptable, and what if they work for multiple people, do they need to create a new email for each of us?). Then on my third call, I am told it is a known issue, and that it has been logged. Over a year later, and still no fix, yet it is one of the highlighted features of their payroll service. We are not getting what we paid for, but they also claim they will not prorate our cost for the hassle. So, no fix, misleading advertising, and no time estimate for a resolution or any other option/compromise. I can't be alone, am I?

ShiellaGraceA · ‎February 03, 2019

Hi beckleykyle,

To use the self-setup option, you must use an e-mail address that isn't already associated with access to QuickBooks Online. A personal e-mail address is recommended for Employee Self-Setup.

You can re- invite the employee to generate a new code.

Let us know if you have other questions.

beckleykyle · ‎February 04, 2019

My employees are temps on payroll, and we hire 10+ people per month. I would have to ask each of them to create a new email just for my business, which is unacceptable from the business, and from the employee perspective. And what about other businesses that use QBO, these employees would have to create a new email for them, too. We used to use Paycom payroll, which does not have this issue. It might be worth switching back.

Rose-A · ‎February 04, 2019

Good day, beckleykyle.

Allow me to take over and provide you with some information about the employee self-set up feature in QuickBooks Online.

If the employee already has a login for QuickBooks Online, use a different e-mail address than the one associated with their QuickBooks login. I suggest using a work e-mail for QuickBooks access or a personal e-mail address.

I can definitely see how this feature would be useful. You may want to send feedback to our product developers to let them know that this is something you'd like to do in QuickBooks Online.

As a team with a massive roadmap, we have to pick new features based on the value they’ll add to the most users possible. You can do so by clicking on the Gear icon, then choosing Feedback. Or, you can do this by clicking this link: http://feedback.qbo.intuit.com/.

We aren't able to tell when a feature will be available. We share recent happenings and future developments on our blog. Through this, you're able to get the latest news about QuickBooks and what our Product Care Team is working on. You can check out this link: https://quickbooks.intuit.com/blog/.

You may find this article helpful: Use Employee Self Set Up.

If you need help with QuickBooks in the future, you can call our dedicated team who will be happy to assist you. Our contact details can be found here along with our opening hours:

Go to: https://help.quickbooks.intuit.com/en_US/contact.
Choose your QuickBooks Product.
Select your QuickBooks version.
On the Contact Us page, click a topic.
Click on the Get Phone Number button to see the support number.

Let me know if you need anything else about the on-boarding feature in QuickBooks Online, I'd be happy to help.

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Is anyone else having issues using the on-boarding feature in QBO where new employees are sent an email to self-enter their tax information?