Hello there, @CK96.

I can see the effort and time you exhaust to update your payroll account and pin. Are there any errors that occur when you're in the process of changing your pin? 

If you've tried doing all the recommendation in this thread, I recommend contacting our support team to check main cause of this matter. Within your company file, go to the Help icon and select QuickBooks Desktop Help. Then, click Contact Us. You can also ask for a call using the link below:

1. Utilize this link: What can we help you with?
2. Choose your product.
3. Select edition.
4. Enter a short description of your concern. Then, Continue.
   

If you haven't tried updating QuickBooks, you can update the program to make sure minimal issue is fixed. This helps the program to function efficiently when contacting our specialists within your company file. Here are the steps on how to do it:

1. Click the Help tab at the top menu bar.
2. Click Update QuickBooks Desktop.
3. Go to the Update Now tab.
4. Below the Updates column, click the name to open the description.

You can refer to these articles to learn more about updating business information:

• Update your business name and address for QuickBooks Desktop Payroll.
• Change PIN for processing direct deposit payroll

Visit again if you have follow-up questions or concerns. Stay safe.

Same problem.  I've tried chat, calling, updating primary admin ppwk.  It's a mess.  A complete waste of time and frustration!  QBDT people PLEASE look into this!

Hello there, @sierrad.

I want to ensure this is taken care of, but before I do, have you receive any errors when you're in the process of changing your pin? Any information can help us resolve the issue.

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.

Reach out to me whenever you have additional questions. I'm here ready to help you.

I can not update the principal officer information in a payroll account to continue direct deposit after 7.31.21. I was able to for all of my other clients but one. I have not been able to get help by phone or chat. People keep answering my support questions, by giving me answers that are not my problem. for one somebody gave me advice on how to fix my pin. that is not my problem. etc. etc. I am at my wits end. fed up. the support is not good. 

We are always aiming to make our customers feel valued, jac323. I'm determined to help you update the principal officer information in your payroll account.

I also appreciate the time and effort you've spent with our phone and chat support agents. I'll personally share your feedback with our Customer Support Team regarding this one. This way, we'll be able to take action on improving our customer service.

I read all the responses, and all the possible steps to update the principal officer's details have already been shared. In case you've already gathered and shared the requirements to update the information to our payroll support team, I'd recommend contacting them again. They are the only ones who have full access to your account and can review the information. They can also investigate why you're unable to update it.

Here are the requirements needed:

• Principal officer's name, Date of Birth, Home Address.
• Social Security Number (SSS)
• If you're changing the bank account, get the voided check from the new account.

Here's how to contact our support team:

1. Open QuickBooks and then click the Help menu.
2. Choose QuickBooks Desktop Help or press F1 on your keyboard, and then tap the Contact Us button.
   
   
3. Click the Search for Something else button, and then enter your concern in the Ask us anything box-like "Can't update principal officer information".
4. Hit Search, and then scroll down to get your contact options.
   
   

Additionally, I've included these articles that'll help you know more about this process. You can go through the following resources below. This will provide you in-depth details on how to change and update the principal's information:

• Change Primary Principal 
• Principal Officer Verification for Payroll IDV Holds
• Verify your Principal Officer and Business Identity for Payroll or Payments Accounts

I appreciate your understanding on this matter. Please know that I'm determined to get this resolved. Please keep us updated on your progress in updating the information. Have a good one,

I had the same issue when entering my pin.  I found my answer by trial and error.

My answer was to change my pin number so that there were no symbols included in the pin.  There is a place in your account setup area to change the pin for direct deposit.

I originally used the # symbol in my pin.  When I got rid of the symbol (use only letters and/or numbers), it was happy to let me continue with updating for the federal compliance.  But you do have to enter the whole pin.  When I started to enter the pin everything was greyed out and said invalid pin until I got to the end of entering the pin.  Then it let me update.

THIS IS THE ANSWER!! Thank you!  Once I changed my PIN to letters and numbers only, it allowed me to update just fine.  

Happy it worked for you.

I'm having the same issue as others noted on this thread. I've tried every noted instruction, including the "chat" feature for which I spent over an hour only to have the conversation inadvertently terminated by the Quickbooks team. There appears to be no method for reaching a live body via phone or email. I need to resolve this NOW with explicit, reliable instructions on how fix this so that we are not cut off on July 31.   

We are continually working on a permanent fix of being able to update your payroll info, VGPL.

I suggest contacting our Phone Support Team so they can add your account to the list of affected users. Any updates and a resolution to this issue will be sent via email. 

Here's how to contact us: 

1. Click the Help menu and click QuickBooks Desktop Help.
2. Select Contact us and enter a brief description of your concern about being unable to update payroll information in your Intuit Account.
3. Click Let's talk and select the best way you'll want to connect with us.

For more details and for you to be guided about our support hours, you can check out this link: Contact Payroll Support.

Meanwhile, you can check out our Help articles page for more info on handling your account. 

Thanks for your patience while we're looking for an available fix. Just mention me in your reply if you have other questions so I can be notified and get back to you right away. Take care!

I have a payroll client with the same issue and we have both wasted hours and hours.

Support did not help her, so now what?.

Between this and having to set up accounts for each user, this is really getting to be a time waster for payroll.

I contacted sales also.  I hope what you are saying is correct, because my client does not have time for this.

They have raised the cost so much that a move to a payroll service is not much of a stretch anymore.

It seems desktop is getting dissed in many ways.

It is a shame how long we have been going through this with no help.

I hope your idea works, as it looks like I will be stuck also.  

If it does not work, I will lose the client.  No one has this amount of time to spend on a problem.

Customer service is not trained very well and for as long as I have been using QB, they have been nothing short of frustrating and not helpful at all.  We are on our own out here.  I saw a thread somewhere talking about you may not get shut down unless you're using QB 2018.  We all won't know if this is the case until 7/31//21 passes.  Anyhow, let me know if my idea helps your client.  It worked for me and my clients.

I've received these emails for my two companies but do not see where to enter any missing information.  I do not see any banners.

Can someone please walk me through where I need to enter any missing information?  Screenshots are helpful.  I am running QuickBooks 2020 Desktop on a Windows PC.

Hi there, @MikeSch.

May I know the information you're trying to enter in QuickBooks Desktop (QBDT)?

This way, I can provide you the right solution to resolve your concern. Any further info would be much appreciated. 

Just click the reply button to add your details. I get back to you as soon as possible. Have a great day ahead. 

I was able to call quickbooks and finally got help. problem solved. thanks

Any magic suggestions?  

Let me help you with updating your payroll information, sierrad.

If you haven't already, change your direct deposit PIN and make sure it doesn't have any special characters. That should let you update your payroll information afterward.
 

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

For the other method to update your PIN, please refer to this article: Change PIN for processing direct deposit payroll.

Let me know if you need more help or if you have other questions in mind. Take care!

Can you please share the solution? (Or let me know how you reached them by phone?)

I am trying to enter the following information per this email from Intuit:

Update your QuickBooks Desktop Payroll information now to continue using direct deposit

Due to new federal and state compliance requirements for direct deposit, we'll need to gather some information from you to verify your identity. This needs to be done no later than 7/31/21.

Our records show we're missing one or more of the following items:

• Principal officer's address (physical address, not a P.O. box)
• Principal officer's SSN
• Principal officer's date of birth
• Business address (physical address, not a P.O. box)
• Business type
• Industry type

You'll need to enter any missing information for each company (each FEIN). To do this, simply access the Payroll Account Info banner that appears in these two locations in QuickBooks:

1. The Payroll Center – From the menu, go to Employees > Payroll Center
2. The QuickBooks Desktop home page

If you don't see the Payroll Account Info banner in any of those places, make sure you've downloaded and installed the latest QuickBooks release.

For more information, check out our help article on the new federal and state compliance guidelines for direct deposit.

The QuickBooks Payroll Team

The Community has your back, MikeSch.

As of now, we have an ongoing issue about the missing banner when entering the details needed to continue using Direct Deposit. With this, I'd suggest contacting our QuickBooks Support Team so you'll be added as one of the affected users.

Here's how to contact our support team:

1. Open QuickBooks and then click the Help menu.
2. Choose QuickBooks Desktop Help or press F1 on your keyboard, and then tap the Contact Us button.
   
   
3. Click the Search for Something else button, and then enter your concern in the Ask us anything box like "INV-59171".
4. Hit Search, and then scroll down to get your contact options.
   
   

You can also read through this article when dealing with some direct deposit problems: Fix Direct Deposit Issues.

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care.

Thanks for acknowledging the issue -- and I'm glad to hear it's being worked on.  I will try and get in touch with support when they are open on Monday, but I suspect there's little I can do until the banner makes its way to my QuickBooks 2020 Desktop version.  If there was an alternate route to get the missing information entered, I imagine someone would simply post the step-by-step instructions.

It does feel ominous that the 7/31 due date is looming and the prospect of not being able to pay people via Direct Deposit (which would be unacceptable to us and them).

FIX THAT WORKED FOR US:

After MUCH back and forth with Quickbooks Support, I was finally able to get someone on the phone to help.

Things we tried that didn't work, but may still be worth trying:

• Updating Quickbooks
• Updating Payroll Data
• Repairing QBD File from Application Manager
• Uninstalling/Reinstalling Quickbooks
• Resetting Intuit ID Settings

The one thing that worked after all else failed:

• Go to 'Employees'>'Send Payroll Data'
• Without selecting anything additional, just press 'Send All'.  This will send a "zeroed payroll" to QB which somehow resets something in the system
• That's it, go back to the 'Update Now' button in the banner and try again.

Let me know if this works for you.  Hopefully someone from QB Support will be able to reiterate what I'm saying.