Welcome and thanks for posting in the Community, @tony-jones.
To ensure that I can provide you with the best resolution, may I know if you're getting any error messages when canceling your payroll subscription or contacting our phone support? Any additional information will be much appreciated.
Sometimes local internet cache files stored in the system can cause unexpected behavior in the product. This can be the reason why you're getting this kind of issue in your account.
Let's perform some basic troubleshooting steps to address this concern and cancel your payroll subscription. To start, use a private browser to access your account in QuickBooks. This doesn't record the browsing activity on your local device so no trace will be found on your computer.
Here's how:
- Press Ctrl + Shift + N (Google Chrome).
- Ctrl + Shift + P (Firefox).
- Control + Option + P (Safari).
If you're able to cancel your QuickBooks payroll subscription, then they go back to your regular browser and clear its cache or use a different supported browser. It could be a temporary issue with QuickBooks and the current browser that you're using.
You can also check out the steps in this article to connect with our phone representative in case you need them: How to contact QuickBooks Online support.
In addition, you'll have access to your payroll data 6 months after you cancel, unless you asked us to complete your annual filings. In that case, you have until June of the following year. Be sure to export and save copies of your reports.
Thanks for giving us the opportunity to work with your business. We'll be happy to help you again if you have more questions. I'm looking forward to being working with you again.
