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Level 2

Payroll deductions no calculating correctly

Intuit Online Payroll is deducting employee contributions for retirement plans from gross pay after health premiums have been already been deducted, making the employee contributions incorrect.  We’ve contacted Intuit on multiple occasions only to be told this is an ongoing issue and they’re working on it.  We’ve been manually changing the contributions for months and haven’t received any updates on the situation from Intuit.  Can you provide an update, please?

5 Comments 5

Payroll deductions no calculating correctly

Yes, the issue about the incorrect calculations of employee contributions for retirement plans has been resolved, 93dmw. 


It could be the notifications went through the Junk or Spam folders. This may be the reason you haven't received any updates from us. I'd first suggest going to these folders to view them.


Once done, let's perform additional steps so you can get back to your business. You can use a private browser when logging in to your QBO account. This helps us isolate if the issue since it doesn't store data in the cache. Here are the following keyboard shortcuts: 

  • Google Chrome: press CTRL  + Shift + N
  • Mozilla Firefox: press CTRL  + Shift + P
  • Internet Explorer: press CTRL  + Shift + P
  • Safari: press Command + Shift + N


If it fixes the issue, let's go back to your regular browser and clear its cache. This helps the browser to function efficiently. You can use other supported browsers if private browsing doesn't work. 


You can always visit this website: Payroll Reports. This link contains the list of payroll reports you can run in the program. The reports help you get useful information about your business and employees. 


Keep me posted if you have other concerns. Have a good day, 93dmw.

Level 2

Payroll deductions no calculating correctly

Thank you.  Are there instructions to make the calculations work properly in the notifications?  Can the notifications be sent again, please?  They are not in the spam or junk folders and other email notifications from Intuit come through without issue.  

QuickBooks Team

Payroll deductions no calculating correctly

Thanks for your immediate response, @93dmw.


The employee's deductions and contributions should now calculate correctly since the issue has been fixed. I recommend contacting our payroll specialists if you're still getting an error with this.

They have the tools that can check your account in a secure environment.


Our specialists can also check if they can send you another notification. Let's click the link here to connect with them. Then, select the Online Payroll section and look for Intuit Online Payroll support. 

IOP contact support.png

You can also view the deductions and contribution report to check the total sum of all paychecks for a specific period.


Should you have any question or concerns, don’t hesitate to reach out and let us know how we can help you.

Level 1

Payroll deductions no calculating correctly

The retirement calculations are still calculating off of NET pay instead of GROSS pay.  I tried going icognito.  I have cleared my cache.  The retirement report still has not been fixed.

QuickBooks Team

Payroll deductions no calculating correctly

Thanks for sharing your concern with us, @dmcarlsonod.


Also, for providing the troubleshooting steps that you've done to address the issue.


Since the payroll deduction for retirement isn't calculating properly after performing those steps, I recommend reaching out to our customer support. This way, they can check the set up of your account and determine the cause of the issue. 


Here's how you can reach out to them:


  1. Click the Help icon.
  2. Hit Contact us.
  3. Enter your concern in the description, then click Let's talk.
  4. Choose Get a callback.


Just a heads up, due to COVID-19, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. We will resume normal hours as soon as possible.


To ensure we address your concern on time, check out our support hours


If you have other payroll questions or concerns, feel free to reach back out anytime. Stay safe.

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