Payroll did not post to register

Hey there, @bammbamm401. 

I hope you're enjoying the day and staying safe. 

For this, I recommend contacting our payroll support team as they have the tools available that can open your account in a secure environment to check the status of the payroll and its odd behavior. I've included the steps below for contacting support. 

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Click Contact Us to connect with a live support agent.

Please don't hesitate to let me know if I can assist you further. You can always reach back out to the Community or me anytime you find you need a helping hand. Take care and have a good one! 

Thanks Tori, will do.  I figured I would try the Community first before reaching out to support.

Thanks for reaching out to our Online Payroll Support, @bammbamm401.

Let us know how the conversation goes! I'll be here if you have additional questions or concerns.

Wishing you and your company continued success. Have a beautiful day.

I will.  I'm still waiting for someone to contact me.

Tori, this is the first time I have used support.  When I submitted my request for help I got an auto reply someone would contact me in 5 minutes.  As of this time (almost 3 hours) I haven't heard from anyone.   Does it normally take this long or is it because of the Covid 19.  Just want to make sure I'm not doing something wrong.  Thanks.

Ashley do you know how long it takes for support to contact you?

Hi @bammbamm401,

Currently, we're expecting a high volume of callback requests due to the pandemic. You'll want to reach them via chat.

Here's how:

1. In your QuickBooks, go to (?) Help, then Contact us.
2. Type a brief description of your issue in the What can we help you with? field.
3. Select Let's talk.
4. Choose Start messaging.

I'm also attaching our page about the commonly used articles to get started with Payroll for your reference.

Should you have other questions or concerns, please let me us know. The Community is always here to help Thanks for coming in and be safe.

Thanks for the response Sheiella.  I tried to chat now and I keep getting an automated message someone will contact me in 5 minutes.  I just tried it again and got the same 5 minute message.  I recently started working with QBO and I'm worried because this is the first time I had this issue.

Hi there, @bammbamm401.

I can assure you the best way to get in contact with one of our support agents is to request a callback or through our chat support. As @ShiellaGraceA mentioned, our call volumes, as well as our chat support, are both at high volume. Rest assured, an agent will be in contact with you as soon as they are available. The estimated time is typically correct, but if you find that it's taking too long, I suggest submitting a new request detailing your issue. This will prepare the agent for the problem you need help fixing.

Please let me know if support reaches you soon. I'll keep an eye out for your response.

Thanks Anna.  As of right now I still haven't received a response.  I submitted my original request at about 10:00 this morning and have submitted 2 others over the day.  Each one was a chat request.  I know Covid 19 has shaken the whole world up and everyone is short staffed.  Usually I am able to find answers to my questions searching online but this is the first time I have tried to use the support and wasn't sure it I was in the right spot.  Stay safe.

Hey there, @bammbamm401. I'm here to help you try to figure this out while waiting for our Support Team to reach out.

First, I recommend checking your payroll account mapping to make sure your payroll information isn't posting to the wrong register. Check it out:

1. Go to the Gear icon at the top, then Chart of Accounts.
2. Click New in the upper right corner of your screen.
3. Go to Expenses from the Account Type drop down menu.
4. Choose Payroll Expenses from the Detail Type drop down menu.
5. Type in the name of the Payroll expense or liability account in the Name field.
6. Select Save and Close.

For more information payroll account mapping, I recommend checking out: Set up Payroll account preferences

Let me know how that goes and I'll be here to assist further. I want to make sure you get back to business in no time. Have a good one!

Thanks for that idea @Michael K  but no luck,  I checked and it's coming out of the right account.  And to this point, still no contact from support.  Since this is my first attempt at using support, how do they contact me?  I request to use the chat option instead a phone call since I thought it would be easier for them since I figured they would be busy. I entered both my email and phone number on the request.  I appreciate you trying, at this point I am willing to look at anything.

Hi, @bammbamm401.

We don't want you to experience this kind of inconvenience. Due to the ongoing pandemic, our support team is currently experiencing longer wait time than usual. We have updated our support hours. Our operation starts from 6 AM to 6 PM PT Monday to Friday, and will resume until further notice. Rest assured that we are bound to helping you out with your concerns. 

Fill me in if you have other questions. Stay safe.