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Level 2

Payroll

We are a small business (6 employees) and process all payroll  / liabilities / W2's in house.  I was on the phone with Quickbooks over 2 hours struggling to communicate with their representative (due to a severe language barrier) exhausted trying to help them understand my concerns I gave up because I could not get any direct answers, also as an FYI their website is very vague and not useful in helping me find the answers to my questions. 

 

We have always had a Standard Payroll Subscription that offered  the most recent tax tables for around $220.   This year they tagged our credit card for over $715  without offering any explanation of what the inflated charge was for !

 

I was told my previous subscription is no longer available, this $715 service is the replacement which includes direct deposit that you pay an annual fee in addition to an additional charge per person / per payroll frequency.  We are not interest in anyone "processing" our payroll - we just need to make sure we are working with the most recent tax tables.  I was further told if I choose to cancel my subscription service I will no longer be able to run payroll to pay our employees ? This is so frustrating as payroll is next week - can anyone offer me some direction I am getting desperate and running out of time.  I would have to believe there are other small businesses out there with the same issue.

Just have t simple questions but any other suggestions are welcome and much appreciated

Am I able to continue processing our payroll in house if I cancel this "so-called subscription" ?

Are you able to process payroll manually without a payroll subscription. 

If so how do you make verify you are using the most recent tax tables for your employees

Solved
Best answer January 15, 2020

Best Answers
Highlighted
Moderator

Payroll

Thank you for responding, Hoppel.

 

My first response was intended for QuickBooks Online users. I must have had a misconception about the plan you are using. 

 

Yes, we can check the details of the billing statement of your Standard Payroll account. This can't be done here in the Community for security reasons. I would encourage you to please contact us again. 

 

You can use the Start a Message option so you don't have to call us. Please follow these steps:

  1. Go to this site: https://help.quickbooks.intuit.com/en_US/contact?cid=VAN_helpme
  2. Select QuickBooks Desktop.
  3. Click on Continue as a guest.
  4. Choose a version.
  5. Click on QuickBooks Order & Account Management then select What is this charge?
  6. Click on Start a Message.

We are open 6AM-6PM (PT) Mon-Fri and 6AM-3PM (PT) Sat.

 

If you have any questions, please post them here. 

View solution in original post

8 Comments 8
Highlighted
Moderator

Payroll

I can guide you on how to view the subscription details in your account, Hoppel. 

 

I understand the disappointment about the customer service you've experienced. What I can do is to send feedback about it so our superiors will be able to look into this situation. 

 

On another note, canceling the payroll subscription will remove your capability to create paychecks. The expiration of the promotion/discounts might have ended, that's why there's an increase in your bill. Let's view the details of amount by following these steps:

  1. Sign in to camps.intuit.com, or get help signing in.
  2. Select View your transaction history.
  3. From the Time Period drop-down menu, select a date range of transactions. Note: You can select transactions from the past 2 years.
  4. Find the order you need, then select the order number to see order details.
  5. To print the transaction list, select Print this page.
  6. Select Back to my Account to go back to your CAMPS dashboard.

Based on the amount you've mentioned, it looks like you're being billed annually. Please note that there's a surcharge of $2.00/active employee every month on top of the payroll subscription. For example, if you have 10 active employees, it'll be multiplied by $2.00 per month for 12 months. That is equal to $120.00 per year plus the payroll subscription fee per month for a year. 

 

In case you have inactive employees that supposed to be not on the payroll, let's go ahead and change their employment status. This way, they won't be counted in for your next billing cycle. Here's how:

  1. Go to Employee Center.
  2. Right-click the employee name.
  3. Check the Employee is inactive box. 
  4. Click on OK

We are always here to help with any questions you have. Please go ahead and post them. 

Highlighted
Level 2

Payroll

Thank you for your response however I am still confused on the pricing. 

For well over 15 years we have had "Standard Payroll" which provided automatic downloads of updated tax tables - allows you to run payroll reports - and print paychecks.  This was a one time annual fee,  never a surcharge fee per employee in addition to the subscription fee.  There was simply a one time charge for Standard Payroll and I want to renew the same plan I have had.  If my plan no longer exists I should certainly be grandfathered in to maintain the services I have always had.  With the exception of updating the tax tables; I am doing all of the labor to run payroll, I am purchasing the checks and using my own ink to print them.  I take care of all payroll liabilities local and federal taxes in addition to healthcare and IRA deductions.  I am not sure why I have to pay an additional $2.00 per active employee on top of my payroll subscription when I am the one doing all of the work, I am just not sure what quickbooks is doing for me ?

The cost of the payroll subscription has increased over 225% and exceeds the amount I pay for 3 licenses for the software itself?

 

Highlighted
Moderator

Payroll

Thank you for responding, Hoppel.

 

My first response was intended for QuickBooks Online users. I must have had a misconception about the plan you are using. 

 

Yes, we can check the details of the billing statement of your Standard Payroll account. This can't be done here in the Community for security reasons. I would encourage you to please contact us again. 

 

You can use the Start a Message option so you don't have to call us. Please follow these steps:

  1. Go to this site: https://help.quickbooks.intuit.com/en_US/contact?cid=VAN_helpme
  2. Select QuickBooks Desktop.
  3. Click on Continue as a guest.
  4. Choose a version.
  5. Click on QuickBooks Order & Account Management then select What is this charge?
  6. Click on Start a Message.

We are open 6AM-6PM (PT) Mon-Fri and 6AM-3PM (PT) Sat.

 

If you have any questions, please post them here. 

View solution in original post

Highlighted
Level 2

Payroll

Thank you so much for your help I will definitely follow your advise and use the chat messenger. I think the limitations of my explanation being received in its full understanding just compounded my frustration.  No offense to the rep she was very helpful and kind but she definitely struggled in understanding and communicating her responses clearly - I was put on hold for a total of 23 times during the 2 hour call.  Thanks again :)

Highlighted
Level 1

Payroll

I received an e-mail from payroll service that there was a problem with a direct deposit on one employee.  When I called the phone connection was really bad and very difficut to speak to this person along with the language barrier.  I explained the e-mail that I was sent on this employee and was told that this emloyee had called in and changed her information in the account.  I questioned how this could happen and the representative told me that the person said it was me.  This employee had reported that she did not receive her pay yet the e-mail I received said it credited to her account and that I needed to correect the information our payroll services would be suspended. I asked to be given the information that was chenged and was told they could not do that. 

I asked how anyone calliing in with a bit of information can make changes. 

What are you fraud control policies and how do you handle giving out information to a caller?

Westlake CA

 

 

Highlighted
QuickBooks Team

Payroll

Hello, @WL911.

 

The email you've received may be the Notice of Change (NOC) letter. QuickBooks automatically detects if there are changes or if the employee's banking information is incorrect for direct deposit payroll. This means that the employee receives the money for their paycheck, but Intuit is given a warning stating that the employee information needs to be updated. When Intuit receives the warning, we send a NOC letter to the employer. 

 

However, I encourage reaching back to our Support Team so they can check and review this further securely. You can check these links as your guide in contacting support, depending on the QuickBooks subscription your using:

 

Also, you can read these articles to learn more about the NOC:

 

I'm always here to help if you have any other questions. Just add a comment below. Have a good day!

Highlighted
Level 1

Payroll

I just bought the new payroll and when I go to do a direct deposit it will not take my password. Cannot send it through electronically. Error code 30134

Highlighted
QuickBooks Team

Payroll

Hi there, Lcory.

 

Error 30134 usually shows up when sending Direct Deposit in QuickBooks Desktop.

 

This can be caused by multiple unsuccessful attempts of sending data due to incorrect pin or password. If that happens, the system will automatically lock your account as an additional layer of security. 

 

If you have the Desktop version, let's reset your pin for Direct Deposit and send the paychecks again. Here's how:

 

  1. Go to the Employees menu, scroll-down to My Payroll Service, and then click Account/Billing Information.
  2. Enter your User ID and password.
  3. Proceed to the Payroll Info section.
  4. Under Payroll service PIN, click the Update PIN button.

Please take note that the pin should be 8 to 12 characters, and a combination of letters and numbers without any special characters.

 

You can also reset your pin in a different way if you no longer have the old pin. Proceed to Method 2 of this article for more details: Change PIN for processing direct deposit payroll.

 

If you're still getting the same error, please contact our Payroll Support Team. They can take a look at your Direct Deposit account and check what's causing the error. Here's how:

 

  1. Go to the Help menu and select QuickBooks Desktop Help.
  2. Click the Contact Us button.
  3. Let them know that you're getting an error when sending your paychecks to Direct Deposit.
  4. Click Continue, then click Start messaging

The Community is always here if you need anything else.

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