QBO: Payroll Big-Brother Controls is a Joke

I'm determined to improve your impression of our support, @KLee-LLC.

Let me explain why you should contact our support if you need to make a change to your payroll data. This way, I can address your concern accordingly. 

I believe that you are using a QuickBooks Online Payroll (QBOP) Full-Service account. That's why you'll need to call our support so that the agents are the ones who modify the payroll details. As part of the subscription, our online representatives will handle almost all your payroll tasks. For additional insights, see this link: Everything you need to know about QBOP Full-Service.

To hear your suggestion, I'll direct you to a page where you can post feature ideas. This allows our engineers to come up with a solution to enhance your overall experience. 

Here's how: 

1. Go to the Gear icon on the upper right side. 
2. Click Feedback under Profile.
3. Type your suggestion in the box and tap Next. 

In addition, QuickBooks has a website where you and other users can vote or give feedback for all future suggestions. For more details, visit this link: Customer Feedback for QuickBooks Online.

Moreover, our back-end team will not cater to live calls and chats. That's why you'll need to explain your concern to our Customer Service Representative first.

Lastly, check out this article below on how to void, edit paychecks, and another payroll frequently ask questions: 

• Delete or void employee paychecks
• Help on common payroll topics

In case you have any more questions, let me know by leaving a comment below. I'm always here to lend a hand. Keep safe, KLee-LLC.

Thank you for taking the time to address my concerns. We do in-house payroll using QBO. Once a paycheck has been submitted using Direct Deposit; we as customers are no longer "allowed" to touch it. I worked for years with QB Desktop and really enjoyed the ability to edit paychecks as needed. Usually it was just changing a class or a company contribution; nothing to change the net paycheck amount. 

One of the biggest hassle I had when we migrated over to QBO from QB Desktop was that I called into a rep on 7/1/2021  because the Federal W/H did not look quite right. He asked about the employee and name; took about 10 minutes, then asked what other employee was effected. I told him that I would just look the Fed. w/h up manually as I could not go though each employee with him to "look at it" as I thought he was doing. After getting off the phone with him; he had pushed through or "submitted" one of my paychecks without my knowledge or consent with the check date in June. This wouldn't have been a huge deal if it were in the same quarter, but because of this I had to call back (several times) to get this corrected and guess what...no one would or could correct it. It was never fixed so I had to just amend my 2nd qtr reports to include an additional paycheck because all my payroll liability accounts where off. This is something I could have EASILY fixed with QB Desktop. However, with QBO, it was not fixable. I spoke with SEVERAL team members, one of which said I had no permission to change it. After hours and hours I had to find an alternate solution, which I did. This was my introduction to the QBO reps and "Back-end Team". Not a very good start as I just migrated over in June of 2021. It has been 50/50 since then regarding any help I need.

Thank you for the information regarding leaving feedback. I did on a couple of subjects. The other was Class tracking as this function is not working properly unless you assign a class to every employee, which we do not need. Reps have been able to help, but I have to sit on the phone so they can edit this whenever I need to update it, but I believe this to just be a QBO glitch in the software so I'm glad for the feeback area! Thank you again!

Thank you for taking the time to address my concerns. We do in-house payroll using QBO. Once a paycheck has been submitted using Direct Deposit; we as customers are no longer "allowed" to touch it. I worked for years with QB Desktop and really enjoyed the ability to edit paychecks as needed. Usually it was just changing a class or a company contribution; nothing to change the net paycheck amount. 

One of the biggest hassle I had when we migrated over to QBO from QB Desktop was that I called into a rep on 7/1/2021  because the Federal W/H did not look quite right. He asked about the employee and name; took about 10 minutes, then asked what other employee was effected. I told him that I would just look the Fed. w/h up manually as I could not go though each employee with him to "look at it" as I thought he was doing. After getting off the phone with him; he had pushed through or "submitted" one of my paychecks without my knowledge or consent with the check date in June. This wouldn't have been a huge deal if it were in the same quarter, but because of this I had to call back (several times) to get this corrected and guess what...no one would or could correct it. It was never fixed so I had to just amend my 2nd qtr reports to include an additional paycheck because all my payroll liability accounts where off. This is something I could have EASILY fixed with QB Desktop. However, with QBO, it was not fixable. I spoke with SEVERAL team members, one of which said I had no permission to change it. After hours and hours I had to find an alternate solution, which I did. This was my introduction to the QBO reps and "Back-end Team". Not a very good start as I just migrated over in June of 2021. It has been 50/50 since then regarding any help I need.

Thank you for the information regarding leaving feedback. I did on a couple of subjects. The other was Class tracking as this function is not working properly unless you assign a class to every employee, which we do not need. Reps have been able to help, but I have to sit on the phone so they can edit this whenever I need to update it, but I believe this to just be a QBO glitch in the software so I'm glad for the feeback area! Thank you again!

I agree 100%.  My firm has used Intuit Online Payroll for years and the customer support is a nightmare.  I've tried to leave messages for management... I get so upset at all of my time they waste.  It is aggravating.  I have looked at other software and changed some clients.  But for many clients who prepare their own payroll and I simply assist with payroll taxes, the format of IOP is very easy for them to understand, and THEY don't see the issues with support, I handle that for them.  So for their benefit of not teaching them something new, we have stuck it out.  But after another horrible support call today to address an email received from IOP to convert early to the new software, only for them to tell me i cannot convert early...ugggg.  I am so over everything Intuit.