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Level 1

QB desktop enterprise to QB Online Issues

We converted to QBO from desktop in November and have yet to get payroll onboarded.  I have reached out to our sales person and desktop support contact for assistance without success.  Our payroll onboard "contact" Carina Castaldo does not respond timely if at all for update requests.  We have been live in QBO for all other areas except payroll - we were forced to run payroll via desktop for December.  Now we are missing payroll transactions in QBO and have no idea how to get this information into QBO and if we will be running payroll in QBO or desktop for January.  I am at my wits end.



3 Comments 3
QuickBooks Team

QB desktop enterprise to QB Online Issues

Hi Mpelletier5,


To enter the payroll transactions into QuickBooks Online, you can record them as prior payroll. Since you have not yet used the payroll feature in QuickBooks, you'll have to turn it on by following these steps:

  1. On the left panel, click Workers.
  2. Click the Employees tab.
  3. Click the Get Started button, and choose the payroll subscription.
  4. Click the Get Set Up button, and enter the business information.
  5. Follow the on-screen instructions.

Then follow the steps in this article: Prior Payroll Overview in Online Payroll.

Please let me know if you have any additional questions. I'll be around to help you some more. Thanks.

Level 1

QB desktop enterprise to QB Online Issues

Thank you for your reply. Unfortunately we are at the mercy of QBs to get our payroll on boarded. We can’t move through the set up until they complete their set up process since we converted from Eterprise to online. We are extremely frustrated with the lack of communication from Carina, the “specialists” assigned to us in November.

QuickBooks Team

QB desktop enterprise to QB Online Issues

Hi there, @Mpelletier5.


Thanks for reaching back out to us. Allow me to share some information about running payroll in QuickBooks Online.

If you want to change the primary payroll contact on your QuickBooks Online so you can access payroll, you'll need to contact our Customer Care Team and they'll be happy to make the changes for you. The primary contact is the person associated with your business who we can contact about your payroll account and other payroll matters for your business. This is also to ensure that your account is in a secure space since the Community is a public place.


To reach them: 

  1. In your browser, navigate to
  2. Choose QuickBooks Online.
  3. Click the issue or topic.
  4. Click the Green Phone button to see the support number.

Also, you can check out this article about changing primary contact in QuickBooks Online for your future reference: Update primary contact, account email address, company legal or DBA name, and work location.


You've got me here if you need further assistance. I'll be around to help you out. Wishing you all the best!

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