Hello there, nrhodes51.

I appreciate you for sharing with us your experience with the support. This is not what we want you to come across in your future interactions.

Moving on to your concern,  there has been an ongoing investigation (INV-59171) about the resolution status of the Payroll Account Info banner in QuickBooks Desktop (QBDT).

We don't have a specific time frame as to when is the complete fix but since you've already contacted our QuickBooks Support, you'll expect to receive an email notification and the latest updates of the current investigation.

If you need other helpful articles in the future, you can always visit our site: Help articles for QuickBooks Desktop.

I look forward to hearing from you and getting this worked out! Have a good one.

Thank you for your response.  I did contact the QB Support via chat just now.  I confirmed that I've been added to the notification list.  I'm very thankful that I received someone (Sonny) who was more knowledgeable than the last person.  It was much less frustrating.  I give kudos to Sonny!

I'm hoping this will be resolved quickly since we (all of us on this forum) only have one week before the deadline of 7/31/21!!!

Yeah exactly, the deadline is coming up and I haven't heard any real progress, or if this will truly affect my direct deposits. Paying employees is serious, I need to know if I'm going to have issues with this.

I have just spent several more hours with the incompetent Quickbooks Support personnel and still no help with this issue.  I can't even get added to the list of affected users for this issue.  I've been transferred from one support department to another and yet another still.  The automated call-back even hung up after I answered saying they were sorry they missed me!  Then I spent another 2 hours on Chat while support employee Gene Evan had me Verify and Rebuild my data.  He then asked me to bare with him when he wasn't responding to the chat for awhile. So I said ok - 6 minutes later  I get this:  

Since I haven't heard back from you in a while, I'll have to close this message to assist other customers. However, please try the steps provided as they should resolve your issue. If you have any questions or concerns, please message back so we can help you. Thank you again for contacting Intuit Support! Have a great day!

Quickbooks is a good product but the customer support is awful.  I'll be looking for another option if anyone has any suggestions

---- Good News ------

Just wanted to let everyone know on this forum.....I just received word that the deadline of 7/31/21 has been extended by the government to 8/31/21!!!

The investigation (INV-59171) is still on-going.

Well, yesterday, one client has been taken care of by the QB Support Team, Eugenio (kudos to him!!!).  He took the info for one of my clients and he did the update for me...so that is done.  However, he couldn't update my other client since they had Assisted Payroll, so I'll need to call that department.  In the meantime, just today, the banner appeared on this second client with the new 8/31/21 deadline.  So, with the client on the phone, I clicked on the link to do the update, and was asked to log into the Intuit account.  We used my client's login.

Here is another glitch in this update process.  My client is the Primary Admin (says so when she logs into her Intuit account online), but we received a message (see attached screen shot) that said "You do not have the access to perform this action.  To complete this, request for access from your Primary Admin".  So I tried my login (since I get her payroll update messages and was the ProAdvisor that signed her up for Assisted Payroll) and received the same error.

So, QuickBooks Team, is this another glitch introduced by the attempt to fix this Banner Issue?

Hello there, nrhodes51.

I can help you isolate the login prompt on the Payroll Account Info page. 

QuickBooks Desktop provides a system and payroll updates to ensure that you have the most current features and fixes. Make sure that you downloaded both QuickBooks Desktop is updated to the latest release and the latest payroll tax table so you can process payroll and update your payroll info.  

You can visit the article in case you want to learn more about updating your payroll account: Why you need to update your account info for payroll.

Keep me posted on how this works so I can help you through from there. Take care and stay safe!

Hello Catherine,

Thank you for the quick response, but in answer to you.....QBDT has all the current updates and the payroll updates are all current.

So that didn't help.  Any more ideas why QB says we have to be a Primary Admin and we already are?

Thanks.

Hello nrhodes51!

It's great that you verified that your client is the Primary Admin and the QuickBooks Desktop is updated. Ideally, the Primary Admin should be able to complete and update the account info for payroll.

For us to fix this, I suggest reaching out to our Support Team again so they can review the account of your client. 

1. Go to Help, then select QuickBooks Desktop Help.
2. Select Contact Us.
3. Enter "Update Payroll Account Info", select Let's talk and then choose a way to connect.

I've added an article in case you want to pull up a payroll report: Excel based payroll reports.

Post again here if you have additional questions. Take care!

Thank you.  I'll be able to do that on Monday.  I'd planned to do that anyway, since I need to speak to Assisted Payroll Department.

Have a good weekend.

This did not do anything for me. I was left in the chat room three times. It was utterly a waste of time. I still do not have the the information input. 

Thank you for joining the thread, @cinqods. I'll point you in the right direction for support with your query.

The investigation for the specific issue on this thread is still ongoing. You can contact our Technical Support team for assistance. They can pull up your account within a secure environment and add you to the list of our affected users. This way, you'll receive a notification email as soon as an update is available.

See this article for the steps: Contact Payroll Support. It includes their operating hours, so you know when they're available. 

Feel free to leave a comment below if you have other questions about the payroll service. I'll be around to help you out. Have a pleasant day!

Dear @cinqods (Doug),

I read through your attachment of the chat dialog....unreal!  I deeply sympathize!!

I've not had that occur on chat.  However, I've found it is better to request a call back....if you are given that option.  When you do, mention that this is in regard to the ongoing investigation INV-59171.

That is what I've done and have gotten much better treatment and information!

Hope this gives you some encouragement. 

I had the same experience as @cinqods(Doug) on chat.  Tried the next day with a phone call to support.  I was transferred to 2 different departments where I was told I needed to speak to a 3rd department.  She said I would get a callback within 3-5 minutes.  I actually did receive the callback pretty quickly.  The automated voice announced this was a QB callback and to wait for the QB representative. I said OK and held on for 30 seconds or a minute at which time the automated voice returned saying "We're sorry we missed you" and disconnected the call.  I didn't have time to start the process all over again for the umpteenth time.  I'm at a loss since I can't seem to even get placed on the notification list.

I'm having the same problem, there is no banner. I contacted a friend who is a very knowledgeable QuickBooks advisor and she couldn't figure it out either. It seems like Intuit knows that there is a problem, and they've been very diligent about sending emails to tell us to update the information. I don't see why they couldn't send an email saying 'there's a problem and we're working on it.' That would keep people from having to spend too much of their precious time in useless chat sessions.

Wow!  I have waisted hours as well.  Please inform your users that you extended the deadline and are working on a solution with another email when the solution is available.  I will NOT be doing anything more until then, even if I am breaking the law...QBDT user since 1996.  DISAPPOINTED TO SAY THE LEAST!

Tell me Quickbooks Team, why am i still receiving emails about the two clients I have not being updated when I have already updated both of them?  What's up with that?????

Let me add some information about email updates that you received, @nrhodes51. 

To start, may I ask where the email came from? I appreciate any additional information you can provide, and it will help us isolate the issue and provide the best solution.

If the email received is from @intuit.com, doesn't have any extra characters and spaces, it's legit. If it looks suspicious, I suggest reporting this to our security team. You can also check this article to see the latest information from Intuit on how we protect your data and how you can protect yourself from email scams and other security risks: Recognize and report suspicious emails (Phishing).

To reach them, you may utilize this resource for the detailed steps: Contact QuickBooks Desktop support. This way, you'll be clarified about the email you received.

Meanwhile, I'll be adding this resource in case you encounter QuickBooks concerns such as setting up payments, managing your income and expenses, running reports, etc. Please refer to this article for more details: Community help articles.

Count me in if you need anything else or you have other questions about email coming from Intuit. I'll be here to help. Take care always.

It is a legitimate email from:  quickbookspayroll  at  e.payroll   intuit.com

Since I've already updated the two clients, two weeks ago, that the email (received today) said I need to update, I figured that the intuit systems are not keeping up with the current information.  So, it would be very nice to receive an email from Intuit that states...."your clients xxxxxxxxxxxxx and yyyyyyyyyyyy are updated and no further action on your part is needed".

Nancy Rhodes

When the email about providing QuickBooks with additional information came out in May, I wasn't able to see the Payroll Account Info Banner even after downloading the most recent version of QuickBooks and payroll updates.  After several phone calls with QuickBooks, I was told it was a known issue and was given a form to fill out and send back.  I was told that was all that needed to be done and we would be good.  

Today, I received an email from QuickBooks stating they still needed the information from us and that we had until 8/31.  I signed into our account but still do not see the Payroll Account Info banner.   Is there still an issue with the banner being available for users even if everything is updated properly?  This is very frustrating especially since I thought I had provided QuickBooks with the required information.

Hello @Brook Cummings,

I appreciate the detailed information about what you've done on your end. I would feel the same way if this happens to me after sending the necessary form.

Allow me to chime in and provide some updates. The issue regarding the banner is still ongoing, and our product engineers are working on a resolution.

Since you've previously contacted support and submitted the required documents, I recommend contacting our Payroll Support Team again. They can access your account and view your previous interactions with our representatives to streamline the process.

Also, one of them will be able to verify if you no longer need to submit the form again. Our Customer Support Team for Basic, Enhanced or Standard Payroll is available from 6 AM - 6 PM PT (Monday - Friday) and for Assisted Payroll, any time, any day.

Let me walk you through how:

1. Open QuickBooks Desktop.
2. Click the Help tab at the top menu bar, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then hit Continue.
5. Choose a way to connect with us. 

I've also attached an article you can use as a reference on the frequently asked questions about direct deposit: Set up your company payroll for direct deposit.

I'm always around if you have further questions related to running payroll in QuickBooks. Take care.

Same problem here. Deadline is 8/31/2021 and still no banner.

Good day, @longleggedgal.

Currently, the investigation in regards to updating Direct Deposit info for MTL Compliance Requirement but not seeing the product banner is still open. Our product engineers are now prioritizing this so you can get back to your business as soon as possible.

I recommend giving our Customer Care Team a call to add your account details to the list of affected users. This way, you'll receive an update as soon as a fix becomes available. Here's how to contact support:

1. Open QuickBooks Desktop.
2. Click the Help tab at the top menu bar, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then hit Continue.
5. Choose a way to connect with us. 

You can visit the article in case you want to learn more about updating your payroll account: Why you need to update your account info for payroll.

I look forward to hearing from you and getting this worked out! Have a good one.

Can you email me when I can get an update to payroll account info banner