Cross this task off your to do list before May 24 to run payroll on time.
Your account is on hold, contact us
Payroll ran fine for 6 years. Wednesday May 19th, error in QBO showing payroll account on hold, contact us. So I did like 10 screen shares, 6 days, 7 agents, countless ID Reactivation requests, endless cookies, cache, clearing and incognito mode and trying in safari, chrome, etc. and other devices, payment method changes and updates, company address changes (even to Disneyland's address per one rep lol), escalations to billing, escalations to Risk Management, and other "investigations", and endless sad reattempts at "hitting the resubscribe button" while on screen sharing, and primary admin takeover requests (unanswered), emails to urgentpayrollissues, We have gotten exactly nowhere. It feels like I'm training these customer service reps, it's so sad it's laughable.
The worst part is when they say it's NSF when there is no indication of that. The account has thousands of dollars in it. Not to mention payroll ran fine on Wednesday 12am and the billing for may payroll charge cleared that same bank account like 2 weeks ago (verified). And it's been paying payroll for 6 years straight with no changes! So I'm paying for payroll but it can't run. How could everybody be so incompetent? Surely, somebody can fix this awful problem? Who's in charge around here? I have a family and business to run, chatting for hours and hours everyday for 6 days to have NOTHING to show for it after a week is downright horrible. I also forgot to add that endlesslessly looking for emails that were never sent has been really stupid.
Please DO NOT suggest I contact support, they cannot help me. They keep lying about it being fixed in an indefinite amount of time. If you give me directions to hit the resubscribe button in the gear account settings billing and payment I might start physically crying.
awesome support:
June Leah at 1:22 PM said Thank you so much for waiting, Lauren. I got confirmation that ended for the past weeks, the previous representative have been requesting to reinstate the payroll account and just recently our Product Engineer created a investigation on this " INV-71175 Unable to Resubscribe to Payroll Subscription. "Resubscribe" button is only clickable. This has been a known issue and our product engineers is still working for a fix.I really understand that you need to run payroll now, we really appreciate if you can temporarily hand out a check as our team is still currently working for a fix. What I can do right for you is to attach your case to the investigation.
As for the investigation, for now, there is no estimated time frame as when the fix is available. However, what I can rest assured that they are working for a fix now and that your case has been added to the investigation.
QuickBooks Specialist
Thank you so much for waiting. I have reviewed all the cases on your account and unfortunately, non of them were escalated to our Risk Management team for the reactivation request, that's the reason why you have not been contacted by our Payroll Risk team about this.
And this is the request number #36665
Please take note of that as it might be asked by our Risk Management team when they contact you within 2 business days
QuickBooks Specialist
This time for sure, it will definitely go through and you will be contacted.
