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Exhausted Quick-Books User
Level 3

Payroll not working. I select the employee, fill out the hours and click the Payroll preview button only to receive an error "Enter hours or pay info for <employee name>"

The full error: "Enter hours or pay info for <employee name>. If you don't need to pay this employee right now, clear the checkbox next to their name to remove them from this payroll run."
4 Comments
RenjolynC
QuickBooks Team

Payroll not working. I select the employee, fill out the hours and click the Payroll preview button only to receive an error "Enter hours or pay info for <employee name>"

 

Thanks for visiting the Community, Exhausted Quick-Books User.

 

We currently have an ongoing investigation about the error message you're getting. Our engineers are working on resolving the issue as soon as possible. The available workaround is to pay employees outside of payroll.

 

I'd also recommend contacting our Payroll Support Team. They can add your company information to the investigation, so you'll be notified once it is fixed.

 

Here's how:

 

  1. Click the Help icon located in the upper right-hand corner.
  2. In the Help window, click the Contact Us button located at the bottom.
  3. Enter your question and click Let's talk.
  4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

 

  1. In your QuickBooks Online account, go to the Help > Assistant.
  2. Type Talk to a human and proceed with I still need a human.
  3. Click the Contact us link.
  4. Select either Messaging or Callback.

To learn more about QuickBooks Online Payroll, you can read this article: Payroll 101.

 

Please reach out to me whenever you need help with QuickBooks Online. I’ll be around to help you out again. Have a great day!

tourvista
Level 1

Payroll not working. I select the employee, fill out the hours and click the Payroll preview button only to receive an error "Enter hours or pay info for <employee name>"

Also experiencing this issue. Please fix asap!

Rea_M
QuickBooks Team

Payroll not working. I select the employee, fill out the hours and click the Payroll preview button only to receive an error "Enter hours or pay info for <employee name>"

This isn't the kind of experience we want you to have while running your payroll in QuickBooks Online (QBO), @tourvista. That's why I'm here to further guide you on the actions you need to take to help resolve the issue.

 

Currently, the investigation mentioned above is still open and in-progress. I can assure you that our payroll engineers are actively working to remove the error and resolve this matter as soon as possible. This way, you can get back to business and pay your employees on time.

 

In line with this, I'd recommend contacting our Customer Care team. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-52498 to our representative as your reference.

 

In case you want to talk to one of our representatives to relay this issue, you need to request a callback. You'll first have to check out our support hours to ensure we can assist you on time. Here's how: 

  1. Go to the Help menu.
  2. Choose Contact Us
  3. Enter your specific concern in the What can we help you with? field. 
  4. Click Let's talk
  5. Select Get a callback. 
  6. Enter your contact details. 
  7. Click Confirm my call

 

I've attached a screenshot below for your reference.

 

In the meantime, I'm adding this article to learn more about managing your employees and payroll account using QBO: QuickBooks Help Articles. It includes topics about processing payroll and taxes, to name a few. You can click the + More topics button to view other selections.

 

Let me know how it goes in the comments below. If you have other payroll concerns, I'm just around to help. Take care always.

tourvista
Level 1

Payroll not working. I select the employee, fill out the hours and click the Payroll preview button only to receive an error "Enter hours or pay info for <employee name>"

Ack, looks like QBO isn't going to fix this. Had to call their support and turns out the fix was to adjust the salary amount for the employee. Apparently the taxes/deductions were such that the net pay would've been negative (less than $0) so it wouldn't process payroll. I guess the taxes changed slightly from the last time I ran payroll. I've seen this before and the error message was more helpful. QBO changed the error message to this new text which is totally misleading. Wish I could have the hour or two back that I wasted troubleshooting this. Grrr.

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