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sisyphus
Level 1

Payroll Subscription will not reactivate

I have Desktop 2019. I have the enhanced payroll subscription within a client's company file. It says it need to be reactivated... I click it. It opens up the page to log in that indeed shows the subscription is active. I close the page. Payroll window still says it needs to be reactivated. I do this several times. I have no idea why the subscription is NOT communicating with the payroll function. Is this related to the software update I did last week? I have shut down QB and restarted several times. I have logged in QB and logged out several times. I am at my wits end. And after scouring for and not finding an actual human being to speak to, here I am. What magic incantation is required to make QB 2019 Desktop act right? ANY insight is appreciated.

5 Comments 5
Joesem M
Moderator

Payroll Subscription will not reactivate

I appreciate you performing some troubleshooting steps to resolve this issue, @sisyphus.

 

Since the Community is a public forum, I'm unable to pull up your account for security purposes. This way, I'd suggest reaching out to our Customer Support Team. They can verify if the information is already synced in the system and check the next charge date.

 

Here's how:

 

  1. Go to the Help menu at the top of the company file to see the contact details.
  2. Select QuickBooks Desktop Help to open the Have a Question window.
  3. Hit the Contact us link to see the Contact Us screen.
  4. Choose the Search for something else link and then key in the issue in the field box.
  5. Press Search to display the Start a Message menu.

 

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

 

Please check out our support hours and contact us at a time convenient to you.

 

I've also added this article for additional reference in renewing your subscription.

 

In case you want to learn some tips on managing your QBDT software, visit our Help articles page for reference.

 

Please let me know if there’s anything else I can help with. I hope you have a great rest of your day.

1Soccerref
Level 1

Payroll Subscription will not reactivate

Did NOT help

mlwils7
Level 1

Payroll Subscription will not reactivate

I get your frustration on this.  Quickbooks/Intuit seems to like to randomly do this to me once or twice a year.  I've always been able to reach someone who helps me get it fixed, but this time there is no one to help when I call. It just refers me to this!  And meanwhile I need to do payroll and quarterly reports.  

I've used Quickbooks since the 90's and the help and service is not like it used to be.

Very disappointing.

Bladeworksunlimited
Level 1

Payroll Subscription will not reactivate

Did you ever get a resolution for this/ I am currently having same issue found a few other questions that were same issue and Quickbooks provided a fix but I tried all and nothing has helped.

BettyJaneB
QuickBooks Team

Payroll Subscription will not reactivate

Thanks for trying some steps to help fix this matter, @Bladeworksunlimited.

 

I'd like to ensure that your payroll subscription will be reactivated successfully.

 

When reactivating your payroll subscription, make sure you have a supported version of QuickBooks Desktop. A discontinued version of QBDT can no longer reactive the payroll subscription.

 

Once verified, you may reactivate the service by following these steps:

  1. In your QuickBooks Desktop company file, go to Employees and select My Payroll Service.
  2. Select Account/Billing Info.
  3. Sign in using your Intuit Account login. Your QuickBooks Account page will open.
  4. Under Status, choose Resubscribe.
  5. Follow the on-screen steps to reactivate your payroll service.

Know that it may take up to 24 hours for the reactivation of your subscription to fully complete. Your subscription will show Active once the reactivation is complete.

 

If you've performed this process already and the problem continues, I'd recommend contacting our Customer Care Team. They are the best resource for this concern as can pull up your account and help you in reactivating your payroll.

 

To do that:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter your concern, then select Continue.
  5. Choose a way to connect with us:
    • Start messaging with a support expert.
    • Get a callback from an expert.

For your reference, I'm also adding here some links that you can visit about reactivating and verifying your payroll subscription in QBDT:

Let me know if there's anything else you need with payroll. I'd be pleased to help you further. Take care!

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