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tvanfleet
Level 1

Payroll Sync Error

I have a payroll sync error message in QBO.  I've called Support 5 times now with no resolution.  I've been disconnected twice and I've been promised a return phone call twice.  No one ever calls back, there is no trouble ticket or reference number and I have to explain the situation from scratch each time I call.  I have literally spent hours trying to get help with this issue.

 

A screenshot of the error message is attached.  I've narrowed it down to one transaction that I believe is the cause of the problem.  This needs to be resolved ASAP as my payroll transactions are not flowing to the appropriate G/L accounts.  

 

Can someone please help me?

 

 

6 Comments 6
RenjolynC
QuickBooks Team

Payroll Sync Error

I appreciate your time in reaching out to us here, tvanfleet.

 

I'd like to help you get this error sorted out. 

 

To verify, do you have an employee who no longer worked for you and made them inactive? If so, this might be the reason why you're getting this payroll sync error.

 

Let's check the status of this employee and make sure that they don't appear as inactive. 

 

Here's how:

 

  1. Go to Payroll > Employees.
  2. Find the employee and check the status under the Status column.

I've got this sample screenshot for a visual reference:

 

 

If in case that the employee is not active, you can follow these steps to make them active again: 

 

  1. In the Employees window.
  2. Select the employee's name and click the pencil icon next to Employment.
  3. From the Status drop-down menu, choose Active and hit Done.

Once done, try to sync your payroll again. If the process is successful and this employee is supposed to be inactive, you can go back to the steps above to change their status.

 

For reference, you can read this article: Edit or change employee info in payroll.

 

To learn more about QuickBooks Online Payroll, you can check out this link: Get started with QuickBooks Online Payroll.

 

If you have any additional questions on payroll or need help with other task in QuickBooks, please let me know in your reply. Take care and stay safe.

tvanfleet
Level 1

Payroll Sync Error

No, the error is not related to an inactive employee.  I think the error stems from a time entry that was inadvertantly posted to a customer that was inactive.  I have reactivated the customer, corrected the time sheet, voided and reissued the check from that pay period and I still get the sync error.

Rose-A
Moderator

Payroll Sync Error

I appreciate your effort in performing some troubleshooting steps beforehand, tvanfleet.

 

We're receiving reports that other users are getting this issue as well. We would like to inform you that this has already been escalated to our Payroll Team. While they do, I would advise you to get in touch with our QuickBooks Support.

 

This way our engineers can add your account information to the list of affected users and attach your case to the ongoing investigation. Any progress will be communicated via email.

 

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM PT on Saturdays. Here's how to contact us:

 

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.

 

As always, feel free to visit our Help articles for QuickBooks Online in case you need tips and payroll-related articles in the future.

 

I appreciate your patience while this is being worked on. Please know that I'm just a post away should you need anything else. Wishing you a wonderful week ahead.

tvanfleet
Level 1

Payroll Sync Error

Thank you for your reply but why can't you help me to create a trouble ticket?  As I mentioned in an earlier post I've already contacted support 5 separate times about this issue, not including this message chain.

 

Each time I reach out I must explain the issue from the beginning. I'm always assured that I'll receive an email confirmation but that never comes. I've been disconnected twice and no one takes the time to follow up. I've been promised by two different people that I would get a return phone call if we were disconnected - I'm still waiting for those phone calls.

 

  I suppose I can try the chat feature but that's brutally slow and I'm skeptical the end result will be any different.

 

 

 

 

 

tvanfleet
Level 1

Payroll Sync Error

I contacted support about this ongoing issue yet again today.  I was told that they are still working on it.  I've been dropped from the call yet again with no resolution.

tvanfleet
Level 1

Payroll Sync Error

Called support again today.  Once again I was disconnected with no resolution.  Again promised a return phone call that never comes.

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