QB Desktop won't let me update payroll account

I want to officially welcome you to the Community space, @susannachou. I'm here to help share information on how to add your physical home address.

You can manage your QuickBooks Desktop account in one place with the Customer Account Maintenance Portal (CAMPs). From there, you can update your account information such as phone number, business address, payment method, etc.

Let me walk you through the steps on how to use it:

1. Go to Camps.Intuit.com.
2. Next to Primary Mailing Address, select Change. Note: If this address is connected with a payment method, you need to change the address on the payment method first.
3. Select the correct address from the list, or select Add a new address.
4. Click Save and Close.

For additional details, click this article: Change your address in CAMPs.

I've also included this reference for a compilation of articles you can use while logging in to this portal: View, manage or update your Intuit account in CAMPs.

In case you need tips and related articles in the future about the "How Do I" steps in QuickBooks Desktop, visit our QuickBooks Community help website for reference.

Should you need additional assistance in managing your account, you can always find me here. Take good care!

I don't think that is exactly what I'm asking. Within QB Desktop, there is a large notice in the Payroll Center saying that I must update my payroll account before July 31, 2021. When I click the notice and log in, it says that I need admin privileges to go further, but I am the admin.

According to the QB Support the update is required by the federal government because I do payroll direct deposit. How do I get past the admin block?

Hi there, susannachou.

I appreciate you for coming back to the thread to add extra information about updating the payroll account. With this, I'll make sure to share information so you're able to change the details in your account successfully.

Once you use QuickBooks Desktop Payroll Enhanced or QuickBooks Desktop Payroll Assisted and pay your employees by direct deposit, you'll need to present some details about your business and Principal Officer. You’ll have to ensure to update your account info by July 31, 2021 to avoid any issues with paying your employees by direct deposit. 

When updating your payroll account information, you'll have to make sure that you sign in as the admin user both in the QuickBooks company file and Intuit account. This is to ensure that you have the option to make any changes. Then, you’ll need to add the following info to your payroll account:

1. Physical business address
2. Principal Officer’s physical home address
3. Principal Officer’s Social Security Number
4. Principal Officer’s date of birth
5. Business type
6. Industry type

For further details, you can refer to this article: Understand why you need to update your account info for payroll.

Once done, I reccomend updating your QuickBooks Desktop to the latest release to keep your software up-to-date so you always have the latest features and fixes.

Here's how:

1. Close your company files and QuickBooks.
2. Open the Windows Start menu.
3. Search for QuickBooks Desktop. Right-click the icon and choose Run as administrator.
4. While on the No Company Open screen, go to the Help menu.
5. Choose Update QuickBooks Desktop.
6. Go to the Options tab. Then, click Mark All and select Save.
7. Go to the Update Now tab and choose the Reset Update checkbox.
8. Hit Get Updates.

For additional information, you can click this article: Update QuickBooks Desktop to the latest release.

Then, you can also get the newest payroll tax table in QuickBooks Desktop Payroll to stay compliant with paycheck calculations. Then, to avoid any issues when trying to renew your payroll subscription. You can open this article to see the process: Get the latest payroll tax table update.

Reach out to me whenever you have additional questions. I'm here ready to help you. Take care and have a great day.

It is not allowing me to update my payroll account either.  I have followed all of your steps listed and it does not work.  I logged in as the administrator, logged into my payroll account, and logged into my intuit account and it still says I do not have access.  I have two quickbooks companies and one allowed me to update and the other is not allowing me to update.  All of my information is matching and up to date.

I’ve got you covered, @PSikoski.

I appreciate you for sharing your concern with us and trying the steps mentioned above. Since the issue persists, you can verify your QuickBooks Desktop Payroll subscription to get this resolved.

Here’s how:

1. Ensure that you have the latest QuickBooks Desktop release and downloaded the latest tax table release.
2. Open the Payroll Account Management portal, then close the page.
3. Reboot your computer.
4. Download the payroll update again.
5. Reset QuickBooks Desktop Update.

You can also perform a clean install of QuickBooks in Selective Startup.

Otherwise, you’ll need to contact our Technical Support team for further assistance if you’re currently running direct deposit. They have tools that can help isolate the issue.

Let us know if you have other questions or concerns with updating your payroll account. We’ll be here to help. Have a great day!

I've tried run as admin, logging in to payroll as admin, and accessing My Payroll Service. MPS does not have an option to add a physical address for the payroll admin. When I follow the notification on the Payroll center page, I get an access denied notice despite logging in successfully with the payroll admin account. I have also tried updating QB Desktop, and running payroll updates first. Further suggestions?

Thanks for following up with the Community, susannachou. I appreciate you performing each of my colleague's troubleshooting steps and including a screenshot.
 

Since you're still encountering issues with your admin privileges, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.
 

They can be reached while you're using QuickBooks.
 

Here's how:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
   
4. Hit Continue.
   
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

I'll be here to help if there's any additional questions. Enjoy the rest of your day!

My issue is that it won't take the payroll direct deposit PIN.  I am able to input all other information, but when I enter the direct deposit PIN, the "submit" or "next" button greys out.  It's like for some reason it doesn't approve of one of the characters used for the direct deposit PIN.  How can this issue be resolved.  And I know for a fact that I'm not entering the incorrect PIN as I prepared a payroll immediately prior to.  I shouldn't have to change the password JUST to be able to get around it, but is that the only option or is there a way to fix it so that all characters are allowed?  Thank you!  I'm glad i'm not the only one having issues!

Hey there, @balcala12.

Thanks for following the thread and sharing your concerns. 

Since you're having some issues with your direct deposit pin, I recommend contacting our Payroll Support Team. Our payroll team can review your account from our back end to investigate what is causing the block with your pin. 

You can use the steps provided by my colleague above to connect with an agent. 

Please reach back out if you have any questions or concerns. Take care and have a great day ahead! 

I am also having an issue with this. When I select "Update account" - the blue button - it does nothing. I thought it would take me to the format needing to be updated. It doesn't and I cannot find where I am supposed to be entering the updated information. I can call Payroll for assistance but thought I would check here first. 

Thank you for joining this thread, and for sharing your concerns about being unable to update the payroll account, Carolyn3896.

There's a possibility that the Update account button is damage. That's why it does nothing after clicking it. 

Let's perform the clean install QuickBooks Desktop process to fix company file issues. Before proceeding with the troubleshooting steps, make sure you create a backup copy of your company file.

Here are the steps you need to follow:

Step 1: Remove QuickBooks
 

1. Open the Windows Start menu. Search for “Control Panel”, then open Control Panel.
2. Select Programs and Features or Uninstall a Program.
3. From the list of programs, select your version of the QuickBooks Desktop you want to uninstall.
4. Select Uninstall/Change and then Remove. Select Next.  If you don’t see this option, sign out and sign back into Windows as an admin (or a user with admin rights).

Step 2: Download the installer for your version of QuickBooks.

1. Gather your QuickBooks product info.
2. Have your license number handy. It should be on the original package or in the purchase confirmation email if you bought a digital version.
3. Write down your product year and version.

Step 3: Reinstall QuickBooks Desktop and restore the file.

Step 4: Downloaded the latest tax table release.

If you're getting the same results, I recommend getting back in touch with our Live Support Team. They can create a case to investigate the issue. Please refer to this link for the contact details: QuickBooks Desktop support.

Let me know how the contact goes by commenting below. I'll be around until you're able to update the Payroll account.

The Update button appropriately opens a log in window. However, after logging in, a window pops up stating that I don't have privileges to make changes, despite being logged in as an administrator both in QB and Windows.

I am having the exact same issue. I've followed all of those steps, including contacting customer care. Customer Care literally has no idea how to help, I am talking with my third representative regarding this matter.  At this point, I am looking at alternatives to your product

I concur completely!  This has been going on WAY TOO LONG!!! I did change my PIN and still nothing.  Customer Care does not help because they just give you the same "cut and pasted" answers.  Why can't we speak with a person that will work with us?

I understand how changing the PIN for your payroll affect your business transactions, SherryG1.

Let me make it up to you by making sure you have the new PIN code so you can run payroll. When you say "still nothing" after changing the PIN code, are you getting an error?

If so, here are possible reasons for the error:

• Inactive payroll subscription
• More than one active payroll agreement with an inactive Direct Deposit agreement
• Damaged QuickBooks Desktop file: paysub.ini
• Data damage
• Product not updated
• Incorrect Service Key
• Incorrect Employer Identification Number (EIN) in the company file
• Incorrect PSID in the company file
• The version of QuickBooks Desktop you are using does not support your version of Windows
• The status of the payroll subscription in the QuickBooks Desktop Service Keys screen appears as "Invalid number or EIN."

To fix this, you need to verify your Desktop Payroll subscription by following these steps:

1. Ensure that you have the latest QuickBooks Desktop release and downloaded the newest tax table release.
2. Open QuickBooks Desktop Payroll Account Maintenance. Then, close the page.
3. Reboot your computer.
4. Download the payroll update, again.
5. After that, try to enter the new PIN.

If you aren't getting an error, and the new PIN isn't accepted, you can change it through the Payroll Account Management Portal. You must have your current PIN because the system requires that you enter your current PIN to create a new one.

Here's how to change it:

1. Select Employees menu, then My Payroll Service, then Account/Billing Information.
2. Sign in to your Intuit Account.
3. Go to the Payroll Info section. Under Payroll service PIN select Update PIN.
4. Enter your old PIN. Create a new PIN and then confirm a new PIN.
5. Click Submit.

Your PIN should be 8 to 12 characters. A combination of letters and numbers and no special characters, i.e. $ % #, etc.

If you're unable to remember the old PIN, you need to reset it. Please complete these requirements:

• Download the Direct deposit pin reset form
• The form must be signed by the Primary Principal or Secondary Principal.
• Indicate the EIN (Employer Identification Number) of the company that is requesting for PIN change.
• Photocopy/Picture of any government-issued ID (e.g. driver s license) of the Primary Principal. It is critical that the name and the signature in the ID is clear, and the ID is still valid (not expired).

Once those files are ready, contact our QuickBooks Desktop Payroll Support to submit the form and government-issued ID via Intuit File Exchange. They'll give you the new one after sending the requirements.

Let me know if you need additional information about this by commenting below. I'm always right here to help you.

I have Quickbooks Desktop Accountants Addition. I am a bookkeeping service and have been running the same payroll accounts for direct deposit for many years. I was able to update all but one customer. I followed the same process with all, but I can not edit 1 account. I even called Quickbooks. No help there. They even told me it would not matter and that I will still be able to direct deposit my client after July 31. Ha Ha. I will see how that goes after the 31st! They told me it only matters if you are on Quickbooks 2018.. I am on 2020 so no worries.

Really what they are referring to is that you can no longer run payroll on 2018. That has nothing to do with needing to update Principal Offices name and address. I am fed up. I assume I will be writing paper checks in August! My client will not be very happy. I am not happy with Quickbooks support. I am sick of not being able to call somebody for help. The online help is not good. I tried even tried calling sales. Still got the run around. I also had issues with nobody really even knowing what this is about.  

I'll take note of all of your experience with our specialist and forward this to our higher tier, @jac323. This way, we can improve the services and experience that we can offer to our customers. 

Before anything else, thanks for providing detailed concerns and for calling our support continuously.  I've got just some information and troubleshooting steps about your customer account in QuickBooks Desktop (QBDT). This way, your customer's forms and year-to-date are accurate. 

With this, I'd recommend entering historical paychecks into your account. Such that, you can enter your 2018 payroll in your company. 

Here's how: 

1. Go to the Employees menu, then select Payroll Setup to access the Payroll Setup Interview. 

      2. Click Continue, then follow Steps 1 to 5 in the Payroll setup interview in Desktop page.  

      3. Choose Yes if you issued a paycheck this year and No if there was no payroll. 

      4. Pick Edit on Paychecks and choose the name of the employee whose past payslip you want to enter. 

      5. Start entering for that selected employee and follow the on-screen instructions.

      6. Tap Finish Later to close the QuickBooks Payroll Setup window. 

For the complete steps, check out this article: Enter historical payroll data.

Additionally, you can always access any reports, then customize them to show precise information. So, you can track all the data you've entered into the system. You may refer to this page: Understand Reports.

Lastly, feel easy to click these articles underneath how to record historical payments, download past paychecks to QuickBooks Workforce, and other related topics. 

• QuickBooks Workforce: Uploading historical paychecks
• Enter historical tax payments in Desktop payroll

If you have any other questions about handling your account, feel free to reach back out. I'm willing to help. 

@susannachouThe message means you're not the "primary admin" for your payroll account, which is different than being logged into QuickBooks as the Admin user or having full administrator rights for your Windows account.

It means Intuit has a different primary admin, which is by default usually the owner of the business based on how the payroll subscription was set up. Or that the primary admin's Intuit account is different than the one you're using when you log into your account online - even if they're both your accounts.

I am the primary admin. I do own the payroll subscription. I am also in the system as the payroll admin. I can sign into my account for Emerald Bookkeeping Services when I am in their file and I can all my information about how all is paid etc. It looks the same in all my clients files. I could up date all the others but one. Is there a way to talk to anyone directly by telephone?

Yes, you can connect with our live support via callback, Jac. I'm here to guide you on how.

Before contacting support, I recommend closing and opening QuickBooks Desktop again to refresh the file. From there, make the necessary changes to your client's file or payroll information. If the same thing happens, here's how you can seek assistance from our Support Team.

1. Go to Help, then select QuickBooks Desktop Help.
2. Select Contact Us.
3. Enter a short description of your issue, then select Let's talk.
4. Choose a way to connect.

For more tips about handling your QuickBooks and payroll accounts, you can open these articles:

• Change, manage, or update your Intuit account with CAMPs
• Change your payroll bank account

If you need additional assistance, let me know by adding a comment below. I'm more than happy to help. Keep safe!

I know that I am the admin on anything because I am a sole proprietor that does my own books. I also own and set up all the computers that QB is running on so I'm the admin on those too. This is a QB problem and not because I'm not logged in as admin.

Hi there, susannachou.

Thanks for following up on this thread. I want to make sure you're able to update your Desktop Payroll system.

Since the troubleshooting steps mentioned above didn't do the trick, I recommend contacting the Payroll Support Team. Agents have specialized tools to take a closer look at your account to determine what's causing you to not be able to update. Here's how to reach an agent:

1. With QuickBooks open, press the F1 key on your keyboard.

2. Select Contact Us.

3. Enter Support in the field and click Continue.

4. From here you can begin a live chat session with an agent.

The following link provides these steps if you ever need them again in the future: Contact the QuickBooks Desktop Customer Support Team

Please feel free to reach back out if you have any other questions. I'll be here to help in any way that I can.

I don't know if this will have fixed the problem, but for other users experiencing the same: I went to Employees -> My Payroll Service -> Account/Billing Information -> logged in to my Intuit account

Then went to upper right hand corner of the window where my business name was displayed, clicked on down arrow, selected "Intuit Account"

On the Overview window, the right hand pane "Personal Info" did not have my name, DOB and occupation entered, so I added those. For good measure, in the left hand pane "Sign in & Security" I updated my password.

I still can't access it through the alert in the Payroll Center, but hopefully the addition of my personal info will address the federal requirements for direct deposit. Customer care claims it will. We will see on Aug 1 when I try to run direct deposit payroll.

Thank you for sharing those additional details, susannachou. This is a great piece of info for other Community members to try if they're experiencing the same issue with Desktop Payroll.

I'm only a comment or post away if you have any other questions.