Payroll issue with bundled Costco package

KJS · ‎September 06, 2022

Hi Everyone, I hope someone from the QB team can point me in the right direction in terms of support. I upgraded by QB Desktop Pro 2022 in May from the Costco.com offer whereby the bundle includes 15 months of Payroll subscription so you do not need to pay the annual fee for QB payroll subscription. I did this one week prior to my payroll subcription payment due date. I then called into the QB customer support to cancel my payment. The customer service assistant warned me that my QB package did not contain a subcription to payroll. It does - I purchased it from Costco!!!! It's clearly stated on the product details it contains payroll as part of the bundle. For what ever reason, despite providing my license number to verify, the customer servide assistant could not see the package I purchased & as they were in a call center overseas, they were not familiar with Costco & their products.

My payroll has been working just fine until this week. It's stopped & I am getting a message to say I need to verify (I take that to mean pay!) for my subscription. This is not correct nor right. I purchased the Costco product with payroll included.

I do not feel any confidence in contacting the customer service desk as they do not seem to understand the Costco product. Is there a payroll expert at QB I can contact who understands the Costco product being offered & fix my payroll issue? Any help in a contact/phone number would be most appreciated. To say this is frustrating when you've paid $300 for a product that does not work & no one seems to know about it at QB is difficult to understand.

Fiat Lux - ASIA · ‎September 06, 2022

Can you login to your CAMPS as Primary Contact and check your license status there?

ZackE · ‎September 06, 2022

Thanks for reaching out to the Community, KJS.

Since you've purchased a bundle subscription, but not everything that was claimed to be included in it is there, I'd recommend continuing to get in touch with our Payroll Care team. They'll be able to pull up your account in a secure environment, conduct further research, and confirm if there's an active payroll subscription in our systems.

They can be reached while you're signed in.

Here's how:

In the top menu bar, go to Help, then QuickBooks Desktop Help.
Click Contact Us.
Enter a brief description of the issue in your Ask a question (or tell us what's wrong) field.
Hit Continue.
Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

In the event our Payroll Care team confirms there's no subscription(s) on file for you, you'll want to reach out to the original Costco you'd purchased your bundle from and notify them of what's occurring. You can find their contact information on their website.

If there's any additional questions, I'm just a post away. Have a wonderful day!

KJS · ‎September 06, 2022

Thank you for the replies. I am confused as to why I should need to contact Costco when they purchase the product from Intuit. Surely Intuit know what products they are selling to Costco? I don't see how Costco can fix a QB software/payroll issue; they do not control the software do they? Here is a screenshot of the product I purchased. You purchase it online at Costco.com they then email this email with a link in it to download the upgraded QB software. It clearly says 'with 15 months payroll service" on it:

I'd really like to contact a payroll specialist at QB, not customer service as they just don't seem to know what they're talking about. If anyone at QB could reach out or someone point me over to a specialist there at payroll that understands this product that would be great.

AileneA · ‎September 06, 2022

Hello, KJS.

We strive to ensure every customer is satisfied with our service. Let me route you the best support available, so this will be taken care of as soon as possible.

You can reach out to our Customer Payroll Team support regarding with your Costco concern. They have the tools to pull up your account and initiate a screen sharing to help with your payroll issue in Costco package you've purchase.

To get the full contact details, follow the steps below:

Tap the Help menu to select QuickBooks Desktop Help.
This will take you to the Have a Question window.
From there, press the Contact us link to see the Contact Us screen.
Hit the Search for something else link and then enter the issue or topic in the field box.
Choose Search to display the Message Us feature.

To ensure we assist you on time, refer to this article: Contact QuickBooks Desktop support.

You may also want to browse our QuickBooks Desktop user guides page in case you need articles or video tutorials to further help you with your navigation.

I'm just around the corner to help you in case you have any other queries about using the product. Please leave a reply below. Have a good one.

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Payroll issue with bundled Costco package