On. a couple of my companies this week. CORRECT payroll liabilities were paid. However transactions not in check register. After hours on line with what has become incompetent tech support Im nowhere, Ive checked other registers, searched for the amount and its not there. This happened to me one other time a few months ago, Knowledgeable support was able to go in thru back end and fix in a matter of minutes. I know I can create a transaction by copying liability info but this will not tie out on my 941's. I probably have 6-7 hours on the phone and cant get anyone to resolve. Any ideas or even better any ideas on how to get competent help on the phone
Hey there, @howiefish.
This isn't the kind of service that we would want you to experience. However, I'll share this feedback with our managers so we can improve our services when handling our customers over the phone in QuickBooks.
Sometimes local internet cache files stored in the system can cause unexpected behavior in the product. This can be the reason why your paid payroll liabilities aren't showing in the bank register.
The best thing that we can do is to perform some basic troubleshooting steps. This way, you can check if the issue is cache-related.
First, use a private browser to access your account in QuickBooks. It is also known as InPrivate in Internet Explorer and Incognito mode in Google Chrome. This browser mode doesn't record the browsing activity on your local device. You can access this by pressing the following keys:
Then, go back to the bank register and check if the payments were posted on the account.
However, if you're still getting the same issue, I'd recommend reaching out to our customer support team. Just present them your case number so they can check your last interactions with our agents. This would help them in providing you another workaround to resolve this concern.
Additionally, here a quick guide on how to categorize your transaction once it shows up on the Banking page.
I'm just a reply away if you have other questions with the QuickBooks Online Payroll. Just add the details of your concerns in this thread and I'll help you out.
Hi Customer, @howiefish.
Hope you’re doing great. I wanted to see how everything is going about the payroll tax paid concern you had yesterday. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.
Looking forward to your reply. Have a pleasant day ahead!
Hows about having one of these managers call me I have been an intuit customer for decades and this is insane. I LITERALLY have payroll tax problems caused by your product THAT I CANT FIX because I cannot get a competent person on the phone. Seems like no one with any technical ability or in upper management will speak with customers Pretty scary customer relations policy if you ask me and unless things change rapidly I am going to explore other options.l. This is something Ive never considered before
And by the way none of your suggestions worked. Ran into this issue once or twice before and competent support needed to fix on the back end. Took all of 5 minutes
Thanks for joining on this thread, @rwatters.
Let me route you directly to our payroll specialist so this is taken care of right away.
Have you tried the workaround steps above provided by my colleague ReymondO? If the issue persists after following the troubleshooting steps, I recommend contacting our Payroll Support Team. They have available tools to investigate your payroll tax paid not showing up on your check register.
Make sure to call them within business hours to ensure we cater to your concern immediately.
Additionally, I've also added articles about how to change payroll account and running reports.
Let me know if you have any other questions about your payroll or how the call goes. Simply click the Reply button below to add a post. Keep safe.