Payroll Cloud Services - all my employees are gone

I just checked and 12 are now showing out of my 43!

Getting nervous about this.

Hi there, pt0609.

This isn't the kind of service I want you to experience when trying to invite an employee to view their paystubs using Quickbooks Desktop Pro 2018. However, the issue of missing employees on the Invite page is currently under investigation. Our engineers are now working to fix this as soon as possible.
 

I suggest contacting our QuickBooks Desktop Payroll Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update through email once this has been resolved.

Here's how: 

1. Press F1 to open the Help window.
2. From the search icon, type Contact Support.
3. Click Contact us at the bottom part.
4. Give a brief description of your issue about missing employees and click the Search button.
5. You'll be routed with How to connect with a QuickBooks expert and you choose which one is best for you.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

I have been doing this for 20 years....I know how to invite employees.

They were all there Thursday and then disappeared.

This is terrible at year end.

The solution was to turn Workforce off and then back on.

Thank you so much!! I was having this same problem today. 

I tried the same thing, turning on and off and still only 6 employees out of about 125. Tried contacting through chat and nothing. 

I just tried that (turning on and off) and still nothing, only 6 out of about 125 staff showing.  Two of my staff need their paystub links and they disappeared. So frustrating. Tried chat as suggested and got no response after waiting about an hour. Please resolve this QB. This is yet another disappointment and frustration with your software we've had recently. 

Same thing is happening with my two accounts . All 45 employees gone and another account the same thing with 35 employee gone from the cloud. I have Desktop Pro 2019. I've been on chat for over an hour with support with not answers.

Hi there, @UD1.

I'm here to help ensure that your concern is taken care of. Let's perform these workarounds to resolve this issue. Let me show you how.

Here's how:

1. Check the employee for special characters in their name. Hyphens are the only special character allowed. (Remove any special characters, including spaces entered before their first, middle, or last name.)
2.  Go back to the invite page and see if the Employees name appears. If not, move to the next step.
3. In Quickbooks, toggle the status of the missing Employee to Inactive and change it back to active.
4.  Send zero payrolls.
5.  Go back to the invite page and check if the Employee name will show in the list.
6.  Invite Employee.

If the issue persists, let's locate the QBWin.log or QuickBooks.log files. This will help you determine the cause of certain errors/issues found in your file.

 Here's how:

1. Find QBWin.log or QuickBooks.log files.
2. Check the log file.
3. Scroll all the way to the bottom for the most recent Verify information.

If you see a line that contains the LVL_ERROR, check out this article for the detailed steps on how to resolve them: Top data damage errors in QuickBooks Desktop.

That should point you in the right direction. Please let me know how it goes in the comment section below. I'm always here if you have any follow-up questions about the process. Take care always!

This is absolutely ridiculous.  I have called into Intuit and Quickbooks and spent over 4-5 hours "troubleshooting".  After my 5th call, the tech advised that he would escalate it.  I called in again today, and there is still NO fix, just requesting me to do additional troubleshooting.  This issue has been on-going for over 7 WEEKS.  Turning Off and Turning On Cloud Services did NOTHING for me.  I've tried about EVERYTHING, and still nothing.  and now our employees can't access their W2's.  This is beyond ridiculous.  

This isn't the kind of service we want you to experience, @jo5points.

I appreciate all the efforts that you exert to get this resolved. Allow me to step in for a moment and share some information about this.

The turn around time for W-2 to load in Workforce website is within 48 to 72 hours. If the W-2 was uploaded not more than 72 hours, advise the employee to try accessing the W-2 form again.

However, if it's more than 72 hours from the time it was uploaded online. They can open QuickBooks Workforce using an incognito or private browser and check if they view their W2s from there.

If the steps above works, I suggest to clear your browser's cache to help your applications run better on your computer and to completely removes browsing history. If the steps above will not work, you can use supported browsers as alternatives.

Also, this has been raised to our product engineers to identify the cause of this problem. They are currently taking care of this matter with high priority to provide our affected customers a solution as early as possible.

I see you've already contacted our support team several times. But I would still advise to reach back to them and provide this investigation number INV-54003. This way, we can add you as one of the affected users and receive status updates via email.

 Here's how to contact them:

1. Go to the Help menu, then select Quickbooks Desktop Help or press the F1 key.
2. Select the Contact Us button, as seen below.
3. Enter a brief description of the problem
4. Hit Continue then click Start a Message.

To ensure we address your concern on time, our representatives are only available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. You can check out our support hours and types for more details.

Just in case you want to learn about things that affect the amounts in Boxes 1, 3, and 5 on your employees’ W-2s, feel free to check out this article: Understand why the wage amounts are different on your employee's W-2.

I appreciate your patience while we’re working through this. Reach out to me if you have any other concerns. I’ll pop right back in to answer them for you. 

How do you turn off workforce?  This just suddenly started on my payroll.  I only send one direct deposit check and don't ever use workforce.

Let me help you turn off Workforce so employees can't access their paychecks and W-2s online, LMcLallen.

You can start by having the latest maintenance release and the latest payroll updates. It helps pull up the Manage Payroll Cloud Services option where you can change the status.

Once done, here are the steps you can follow:

1. In your QuickBooks Desktop company, select Employees, then Manage Payroll Cloud Services.
2. If you don't see the Manage Payroll Cloud Services option, you don't have the latest QuickBooks Desktop release or the latest payroll updates.
3. In the Payroll Cloud Services window, under QuickBooks Workforce toggle the status to OFF.
4.  Follow onscreen instructions to complete the process.

In case you change your mind and want them to access their paychecks and W-2's online, you can invite them again. Check out this link for instructions and detailed steps: Invite your employees to QuickBooks Workforce.

For future help, here are some articles to help you get ready during tax season: 
 

• Year-end checklist for QuickBooks Desktop Payroll
• QuickBooks Desktop Year-End Prep and Resources.
   

Let me know if there's anything else I can do to help you with concerning payroll. I'm here to lend a hand. Take care and have a great day.

Turning Workforce off and then on did nothing!!!!!!!!!!!!!!!!!! All EMPLOYEES are missing!!!!!!!!!!!!!!!!!!!!

This isn't the service we want you to experience while using the program, @Printelf,

I appreciate you for exerting effort to get this issue handled. Let me chime in for a moment and provide you with some information about this.

We've received reports that other users are getting the same error. Currently, there's an ongoing investigation of this matter. Rest assured that our product engineers are working actively to get this issue resolved.

To add your account details to the notification list, I'd advise you to contact our QuickBooks Desktop Payroll Support and ask them to connect your case to INV-34649. Any developments will be reported via email.

For now, I'll share some workaround that our engineers have provided. Let me guide you on how:

1. Check the employee for special characters in their name. Hyphens are the only special character allowed. Note: Remove any special characters, including spaces entered before their first, middle, or last name.
2. Go back to the invite page and see if the Employees name appears. If not, move to the next step.
3. In Quickbooks, toggle the status of the missing Employee to Inactive and change it back to active.
4. Send zero payrolls.
5. Go back to the invite page and check if the Employee's name will show in the list.
6. Invite Employee.

Additionally, I'll include these articles you can refer to for some FAQs about giving your employees W-2 access and guidelines for the year-end:
 

• Access, Print, and Upload W-2s.
• Year-end checklist for QuickBooks Desktop Payroll.

I'm looking forward to hearing about this being resolved. Let me know if you require further assistance in inviting employees to view paychecks. I'm here to help anytime. Wishing you a blessed year.

This is an issue I am currently having also, only two employees are showing up. I have been using Workforce and inviting employees for 3+ years. Need this fixed!!

All of my employees are gone also. 3 hours with support fixes nothing. They don't know anything beyond the usual "turn off, turn on", "download latest updates", etc. What's worse, they treat you like a moron even after 25 years of using QBs.  Their Payroll Cloud Service is a joke and should be replaced with something that really works. In any case, here I am, after creating 100 W-2s, and unable to invite a bunch of new employees to view them. I guess we'll have to do things the old fashioned way. 

Same issue - all employees gone from list. I have 25 years experience with QBs, I don't need advice to 'download latest updates', 'turn off and on'. I need you to fix this issue. I wasted 3 hours with tech support yesterday with people who know less than me.

I am also having this issue.  Have called several times and spent a minimum of 2 hours each time on the phone, still not resolved.  This has been going on for at least 6 months with no help getting the matter resolved.  My case has supposedly been escalated and will be resolved ASAP, which months later still not resolved, this is the worst customer service I have ever received from quickbooks-----very disappointed!!!  Please get this resolved or I will be forced to cancel my payoll service and use something else that does work!!