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e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

Have done payroll on QB Desktop for more than 10 years. All the sudden in the past 3 weeks I have had trouble Sending Pay Stubs by email. I have the same issues if I use Print Forms or Send Forms.

 

I typically send 6-8 pay stubs each week. The past 3 weeks I get the message every time that some of the emails have failed and been unable to be sent.  Sometimes 0 are sent and sometimes 7 out of 8 are sent so I know the basic configuration is correct and nothing has changed within the programs other than a normal update, which I am not sure is when this started.  I use a gmail based domain email and have Webmail configured. This has not changed for several years.  And again, some go through fine.

 

When I try to resend, it typically gives me a different number sent.  

The error message says you will be able to send after restarting QB but restarting changes nothing. There is no rhyme or reason as to how many are sent each time. It is not hung up on one certain employee or anything like that.

One big issue is I see nowhere that indicates which ones were sent so when I retry some employees are getting multiple emails and some are getting none and I don't know who is getting which.

 

See screen shots showing errors.

 

Any advice?  I have tried QB Doctor and Restarting

 

 

 

10 Comments 10
RogelioL
QuickBooks Team

QB Desktop 2024 having trouble emailing pay stubs

Let's make sure you'll be able to send your paystubs, @e3.

 

To begin with, please ensure to remove any special characters on the name of the employees from the employee's profile. 

 

After this, please have the latest features and fixes by keeping your QBDT up-to-date.

 

Once your QBDT is updated, I suggest we run the Verify/Rebuild tool. By doing this, we can check if you're having a system error and will detect any damaged data. It also allows your QuickBooks software to refresh the data inside the company file. 

 

Before performing this process, please create a backup copy of your company file. If any changes occur during the process, having a backup copy will enable you to restore it and undo the changes.

 

Let's now verify the data: 

  1. On the top menu, click File.
  2. Choose Utilities.
  3. Select Verify Data.
  4. Click OK when you see the message QuickBooks detected no problem with your data.
  5. If Verify finds an issue with your data, you'll be prompted to Rebuild Now or View Errors.
  6. Click Close or View Errors and take note of the specific error message.

 

Next, let's rebuild the data: 

  1. On the top menu, click File.
  2. Choose Utilities.
  3. Select Rebuild Data.
  4. Click OK if you receive a prompt to back up your company file.
  5. Click OK when you get the message, Rebuild has completed, and proceed to the next step.
  6. Let's make sure there's no error by running Rebuild Data again.

 

Moreover, I suggest contacting our QBDT Payroll Support Team if the issue persists after following these steps. They have the expertise and necessary tools to investigate this further in a secure manner.

 

Furthermore, you can also read this article to get more tips about sending pay stubs: Email pay stubs from QuickBooks Desktop.

 

Let me know if you need further assistance sending your paystubs or any QuickBooks-related concerns. Keep safe.

e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

One employee has {} in their name. Those characters have been there for 8 years. Hard to imagine that is the issue.

Up to date.

Rebuilt and Verified.

 

Nothing has changed.

ErwinQ
QuickBooks Team

QB Desktop 2024 having trouble emailing pay stubs

I understand the importance of removing special characters from your employee's name, @e3.

 

Since you've already attempted troubleshooting and the issue persists, I highly recommend reaching out to our support team for further assistance.

 

Here's how:

 

1. Open QuickBooks.

2. Go to Help QuickBooks Desktop Help/Contact Us.

3. Click on Contact Us and describe your issue.

4. Sign in to your Intuit account and enter the code you receive via email.

5. Choose either Chat with us or Have us call you for help.

 

I've added this article to check the minimum number of characters that can be entered in QuickBooks: Character limitations for fields in QuickBooks.

 

You can check this article for assigning pay schedules and sending payroll reports: Create and run your payroll.

 

You can always come back to the Community page if you have more concerns related to managing your Employee. I'm here to help.

e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

Interestingly, it was the curly parentheses special characters that were the problem. They had been there for 8 years with no issues but obviously some update changed that.

 

More interestingly, QB still RECOMMENDS using the curly parentheses.  See attachment.

e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

You suggested ...."To begin with, please ensure to remove any special characters on the name of the employees from the employee's profile. "

 

Just to be clear....Quickbooks Recommends using certain special characters in the profile....see attachment....yet those same special characters now cause issues (and did not previously).  

 

Seems like something that should be fixed.

MichaelaS
QuickBooks Team

QB Desktop 2024 having trouble emailing pay stubs

Thanks for sharing a screenshot to clarify the issue, @e3.

 

Since you've already performed the troubleshooting steps above, I recommend contacting our Payroll Support to investigate and pinpoint the cause of this issue. They have the tools to pull up your account and provide screen sharing to help fix this in a secure environment.

 

Here's how:

 

  1. Go to Help and select Contact Us.
  2. Select Contact Us.
  3. Give a brief description of your issue, then click Continue.
  4. Select to chat with us or Have us call you.

 

Also, I'll be including this article to guide you once you're ready to run your payroll: Create and run your payroll.

 

The community is always here 24/7 if you have other questions about your pay stubs. We're here to assist you. Take care.

e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

Not worth the 2 hour investment on hold to try to explain to someone who rarely gets it. I found the workaround to the glitch in Quickbooks.

But trying to explain to customer support what is wrong with their software and expecting it to get fixed is unrealistic.

Tara38
Level 1

QB Desktop 2024 having trouble emailing pay stubs

What did you do to fix this issue? I am having the same issue now with only 2 employees and have also spend over an hour on the phone with QB Payroll Support.

Tara38
Level 1

QB Desktop 2024 having trouble emailing pay stubs

Please share the workaround. I am having the same issue and have spent over an hour on the phone with QB Payroll Support with no luck on a fix.

e3
Level 1

QB Desktop 2024 having trouble emailing pay stubs

For me it was having the squiggly parentheses in the name. 

They were recommended by QuickBooks as a way to  make "notes" that did not show up on paychecks and I had had them in the name for years but apparently after some update they're not allowed and so when I remove them all the emails go through fine now. I only had them in one person's name but it impacted all the emails.

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