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Level 1

QBO Payroll Maine SUI / CSSF / UPAF

Maine added a new "UPAF" rate in 2021, which QBO automatically updated ~mid-year with misallocation of the SUI rate as the total of the (now) three rates.  Attempts to address this with QBO support via two separate, lengthy chats both ended with "please hold..." followed by disconnection -- i.e. I was essentially hung-up on, gnashed my teeth, and resigned myself to year-end journal entry reconciliation.


...and now here we are again:  Maine has adjusted its 2022 UPAF rate, which QBO doesn't (presently) allow changing.  When can we expect this to be properly fixed so as to avoid another year of payroll tax chaos?

8 Comments 8

QBO Payroll Maine SUI / CSSF / UPAF

I hear your sentiments, @kmweye.


I know how important this matter is. At the moment, we don’t have an exact date on when a fix will be rolled out. Rest assured, our engineers are working hard, so users can change rates once the update is released.


We recognize feedback and product suggestions to make the program better. You can send these thoughts through your QuickBooks Online (QBO) company file so all concerned teams can take action to help improve your experience. 

Here's how:


  1. Go to the Gear icon, then select Feedback.
  2. Enter your suggestions, then select Next.
  3. You'll be provided a list of suggested Help articles related to your comment. You can select Skip and send message.
  4. From the drop-down, choose the appropriate category, then press Send message.


You can visit this site to check updated ideas: Customer Feedback for QBO.


I’ve also added this resource to help your payroll, finances, and business organized and compliant: 10 expert tips on how to stay payroll compliant.


Please know that you're always welcome to post if you have any other payroll tax concerns. I’m always here to help you out.

Level 4

QBO Payroll Maine SUI / CSSF / UPAF

and here we are yet again.


2024 and I can't adjust the CSSF.  The worst part is I have the official form from the state and called support 1/2/2024.  Received the link to send the form, did a screenshare so the person knew exactly what I was talking about.  I received a case number and was told this would be taken care of by last Friday, if not today 1/8.  I have to run payroll today.  I request a callback from support who had to ask me more than once what state I was calling from and tried to supply an answer that didn't even come close to what I was talking about.  It's clear they have acquired a triage staff who can only read from the script but are told to act as though they know what they're talking about.  Then, they ask if they can put you on hold so they can review what you told them (aka let me go tell this all to someone who actually knows what you're saying).  Lord knows too if the information is being repeated correctly.  I have been told this will be taken care of today as I have to run payroll.  So, this is now two years later and there are issues.

QuickBooks Team

QBO Payroll Maine SUI / CSSF / UPAF

I appreciate what you did to fix your concern, Lisa2112. I can see how important it is to adjust the CSSF so you can run payroll in QuickBooks. Please know that the ability to add this new higher rate is currently unavailable for both the Online and Desktop versions. We're aware of the announcement of this rate change and are working on updating both products. Let me ensure you'll be routed to the right support team to assist you further on this matter so you can process payroll efficiently.


I recommend contacting our QuickBooks Online Support Team. They're the best support group for such inquiries as they can request account information. They can then add you to the list of users who will receive a communication in the coming weeks once the option to add the rate becomes available in each product.


Here's how:


  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?) and choose Contact Us.
  3. Enter your concern, then select Let's talk.
  4. Choose a way to connect with us.


In case you need several payroll reports to help you view employee info, wages, taxes, and deductions in QBO, you can read this article: Run payroll reports.


Please don't hesitate to hit that Reply button if you have additional questions regarding CSSF or any payroll-related concerns. I'm always here to help you further, Lisa2112. Have a great day ahead.

Level 4

QBO Payroll Maine SUI / CSSF / UPAF

The last I heard they would be calling me by the end of the day today once it was fixed.  Is this not the case now and I should again try to contact someone?

QuickBooks Team

QBO Payroll Maine SUI / CSSF / UPAF

Thanks for getting back here in the thread, @Lisa2112. Let me share insights about your concerns.


Since you have already contacted our support team regarding an issue you're experiencing, I recommend waiting for a callback. The support team is already aware of your situation and is working on a fix. Please rest assured that your concern is of utmost importance to us, and we are taking all the necessary steps to resolve it as soon as possible. Once the support team has resolved your concern, they will inform you.


 On the other hand, I recommend scanning this article to assist you with filing payroll taxes and forms: Pay and file payroll taxes and forms electronically in QuickBooks Online Payroll


Don't hesitate to reply here in the thread for another question with QBO payroll-related. We're here to guide you. Take care! 

Level 4

QBO Payroll Maine SUI / CSSF / UPAF

I'm not sure why you would recommend an article on paying and filing payroll taxes when 1. I am versed in doing this and 2. I pay Intuit to handle this for me.  My taxes are filed and paid by you and I pay for that service.  So, today I am going to run payroll before noon and it will be up to your team to make the proper adjustments due to the percentage being off.  I received no call back yesterday which I was assured would happen.


I will be forced to run a payroll that will be incorrect.

Level 2

QBO Payroll Maine SUI / CSSF / UPAF

As a very long time (27 years) user of QuickBooks, I can tell you that the adjustments are ALWAYS delayed.  Most states are notoriously bad and supplying the information to the software developers.  Not that it makes it OK, but in this one case... it is not QuickBooks.


However, they DO eventually send the updates and the DO adjust themselves so that by the end of the month/quarter, they do have the correct information so that your payments will be right.

Level 4

QBO Payroll Maine SUI / CSSF / UPAF


I am not kidding, in all seriousness, thank you profusely for the transparency.  If Quickbooks staff were versed with this response there would be a lot less discord.  I can live with "We don't have what we need to make the change legally, but rest assured that once we do, the appropriate updates will be made to your system and all taxes owed will be paid".


I wish they would realize that this answer would be sufficient, transparent, and breeds trust.  Making a person take time out of a busy day, especially at year end, to sit with a triage support person reading from a troubleshooting script is maddening.  This is simple, straightforward, and the truth.  I can't understand why they would have issue in just saying this.


Thank you for your time and your honest input.

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