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howiefish
Level 1

Payroll Tax Paid by QB but not in check reigister

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

6 Comments 6
ReymondO
QuickBooks Team

Payroll Tax Paid by QB but not in check reigister

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:

 

  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).

 

Then, go back to the bank register and check if the payments were posted on the account.  

 

If you're able to see them, go back to your regular browser and clear its cache. You can also use another supported browser to access your QuickBooks 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.

ReymondO
QuickBooks Team

Payroll Tax Paid by QB but not in check reigister

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!

howiefish
Level 1

Payroll Tax Paid by QB but not in check reigister

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

Amamb2000
Level 1

Payroll Tax Paid by QB but not in check reigister

I am also having this problem now.  Agreed this is totally unacceptable and i dont have the time to spend all day with customer support either.  did you ever get it resolved?

rwatters
Level 1

Payroll Tax Paid by QB but not in check reigister

How did you resolve this?

MichelleBh
Moderator

Payroll Tax Paid by QB but not in check reigister

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. 

 

Here's how: 

 

  1. Go to the Help menu, then click Contact Us
  2. Type your concern in the box and tap Let's talk
  3. Choose either Get a call or Start a chat
  4. Complete the required data and submit the request.

 

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. 

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