Limitations in QB Online not disclosed before they converted me from Dektop to Online Payroll - Frustrated

Prag · ‎December 23, 2022

I am a happy QB Desktop user for the past 13 years. Used to buy the QB Pro Product and buy an Enhanced Payroll License from retail store each year.

I essentially have a small business S-Corp with just one officer employee and I used to run a Quarterly payroll and pay myself every quarter and remit State and IRS Payroll taxes after each quarter and file forms myself. Used to generate 4 pay checks a year. Then filed year end taxes end of year.

This year as my Desktop Payroll annual Subscription was ending on 01/04/23, I called QB to see what my options were. I told them that I run payroll once every quarter and the QB Sales Rep assured me that I can do everything I did in QB Desktop in the QB Online version and I will be up and running on QB Online in a few minutes. Based on the assurance, I switched to QB Online and asked them to migrate the data from Payroll to online earlier this month.

Now when I try to run my last quarter Payroll from Oct 1st to December 31st, they say there is a limitation on QB Online that we can only run Monthly Payrolls which is a huge shock for me. I believe QB Online does not Support Quarterly Payroll Schedule which I was not told. When I called QB online Support, I always get someone in Philippines who does not quite understand US Tax requirements and suggest a workaround that I pay my entire quarter pay as pay for last month in the quarter. (Pay October + November + December Salary as December Month Salary) Doing that QB multiplies my entire quarter salary (Assuming it is for a month) by 12 and takes out large chunk of taxes which is incorrect. Also I will have to skip Month 1 and Month 2 of each quarter and run only payroll for the 3rd month in a quarter. I do not know if and what the implications are of skipping running payroll the 1st 2 months of each quarter. Seems like a huge mess.

I still have my Desktop Payroll active till 01/04/23 but the online folks says we don’t deal with QB Desktop and when I call Desktop, it’s the other way.

1st day I spent 3 Hours on a call and the lady hung up on me. When I called yesterday and referred to the QB case number, she checked back and said that original case does not have any notes. Then I had to spend an hour yesterday explaining all over again and asking for someone in the Payroll escalation team and that I speak to someone in the US that could help. She said she will have her Supervisor from Philippines call me back after 24 Hours and I am still waiting. Frustrated.

I wonder, why QB online did not continue the Quarterly Payroll Calendar from Desktop. Maybe they want to drive everyone to get paid for 12 paychecks creation rather than 4. But it is so inconvenient, as my work load will increase from 4 times a year to 12 times a year. I will have to remit to IRS/State/Deduction entities after every month instead of every quarter.

Hoping someone from Intuit will address my frustration and help me close out 2022 and provide a workable solution.

Happy13 year QB Desktop Payroll User now Frustrated QB Online user post conversion

Mich_S · ‎December 23, 2022

I can only imagine the back and forth you've done to have this payroll concern addressed, @Prag. I'd like to provide some insights and direct you to the right support for further assistance.

You stated that a case had been made for your concern. I recommend contacting our payroll specialists for a follow-up. They're capable of investigating the current case, conducting more research, and giving you the best answer. Here are the steps to reach support:

Log in to your QuickBooks Online account.
Click on Help (?).
Choose Contact Us.
Fill in with your concern, then hit Let's talk.
Select a way to communicate with us.

Please note also the support hours to make sure our payroll representatives are available for help.

Once everything is okay, read these references about end-of-year tasks and instructions on how to keep track of and manage payroll transactions in QuickBooks.

The Community is available 24/7 if you have other payroll or QuickBooks concerns. Just leave a comment below so we can respond as soon as we can. Keep safe.

Prag · ‎December 25, 2022

Mich_S - First off Merry Christimas and Happy Holidays. Saw your post about contacting Intuit Help. I am not sure you read my post. I have already done exactly the same steps u have mentioned as penned in my Initial post and spend hour talking to some in Phillipines. After the 2nd interaction. it was mentioned that a Supervisor will contact me in 24 Hrs and now it is more than 72 Hrs and no calls yet.

I would like a Solution and path forward as Quarter/year end is fast approaching and I want this sent to the Payroll Escalation team who have some insight into this limitation in QB Online and provide me with a Workable Solution.

I cannot accept what you sent as a Solution. Sorry

The Case Numbers for Reference is Case:1573997778 and 1592123567

Thanks

Carneil_C · ‎January 03, 2023

Hi there, @Prag.

We appreciate the time you've taken to let us know about this concern. Please know that this isn't the kind of experience we want you to have. I can imagine the challenges you've been through when trying to find a solution to this query.

Regarding this matter, we're submitting a complaint on your behalf to the Payments team, and they may reach out to you in the coming days for more information.

Do you have any other concerns or issues to arise regarding your QuickBooks Online? Please let us know here in the Community, and we'll hear you out. Keep safe always.

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Limitations in QB Online not disclosed before they converted me from Dektop to Online Payroll - Frustrated