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Level 1

Quickbooks Online Essentials Payroll Deduction calculation error.

When I ran payroll today my Simple IRA employee deduction calculated incorrectly.  This deduction is set as a percent of gross pay.  For most of my employees that is set at 3%.  I also match with a company contribution of 3%.  The company contribution calculated correctly but the employee deduction calculated incorrectly for employees that also have pre-tax deductions such as health insurance.  The system was not calculating based off of the gross pay but rather the gross pay minus the pre-tax deductions.  It has not been working this way in the past so it seems something changed in QBO payroll since my last payroll was run two weeks ago.

34 Comments
QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hello there, @tnc1.

 

Thanks for checking out the Community today. I'm here to provide you the assistance in having your Simple IRA employee deduction to be deducted properly.

 

Once verified that the Simple IRA set up is correct, you can try running your payroll using a private browser. This is to test if the issue has something to do with your browser.

 

Here are the different keyboard shortcuts to open a private browser:

  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

If it works fine, you can go back to your regular browser and clear its cache. Please follow the outlined steps in this article depending on the browser you're using: How do I clear my browser cache and temporary Internet files?

 

However, if the problem continues, I'd suggest giving our Customer Care Team a call. They have the additional tools such as screen-sharing that can help check on your set up and verify what's causing this issue. 

 

To reach them:

  1. Sign in to your QuickBooks Online company.
  2. Select Help at the top right.
  3. Select Contact Us to connect with a live agent.
  4. Enter the concern.
  5. Click on the Green Phone button to get the phone number.

This should get on the right track.

 

Feel free to reach back out to me if you have any other questions about this concern. Have a good one!

Level 1

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

BettyJane,

 

Thanks for your reply.  As my Simple IRA payroll item has been in use, unchanged, for several months and has been working correctly, I don't believe the issue is a setup problem.  Also, I don't use a browser for QBO but rather I use the QBO app.

 

I did reach out, via chat, to technical support and after a few minutes they indicated the problem had been identified by others, as well, and the developers are currently working on a solution.

 

I will pay close attention to my next payroll in two weeks to see if the problem is corrected.

 

Again, thanks for offering your help.

Level 1

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

We are having the exact same issue. Our last payroll was fine, the same as always. Today's payroll calculated differently-our company contribution for our IRA was 3% of gross wages; employee contribution was 3% of gross minus benefits. QB support said that was correct but we know that's not accurate. Has anyone received an update or figured out a way around this? Thanks!

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hi there, stolztelecom.

 

Thanks for joining this thread. I'm here to provide some update about the Simple IRA calculation in QuickBooks.

 

We have an open investigation about this issue, and our engineers are currently investigating and working on an immediate fix. For the meantime, I recommend calling our QuickBooks Desktop Support Team so they can add you to our notification list of affected users to receive live email updates about this issue. 

 

Here's how you can contact our phone support:

  1. Follow the Official Intuit Contact link.
  2. Select your QuickBooks product.
  3. Select an issue type from the menu below, you need only to select two options for the contact information to appear.
  4. Click Get Phone Number at the bottom.

While we're continuing to work on resolving this issue, you can manually calculate the Simple IRA and overriding the amount of the item in the paycheck detail as a workaround. 

 

We appreciate your patience as we work through this. Don't hesitate to leave a comment below if you have any other questions. I'm always here to help. 

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

I'm having the same issue.  Just ran payroll and the employee deduction for their Simple IRA was calculated on the gross minus their health plan deductions instead of just the gross.  The employer match was calculated correctly (3% of gross).

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hi there, @AttComm.

 

Thank you for reaching out to the Community and letting us know you're one of the affected users.

 

As per my colleague, we currently have an investigation about the Simple IRA calculating the wrong amount (INV-26225). Our engineers are working diligently to have this fixed in a timely manner. While I'm unable to provide a definite time frame for when this will be, rest assured that I’ll update the post once there’s progress.

 

For now, you can manually calculate and override the Simple IRA amount in the paycheck.

 

We'd also like to gather your business credentials to add you to the automatic email notification list. Please contact our support through the steps below.

  1. Log into your QuickBooks Online company.
  2. Click the Help icon.
  3. Click Contact us.

44.PNG

Let me know if there's anything else I can do for you. Just mention my name or leave a comment below. Have a good one!

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Had this issue back in February, then it was fine up until I ran payroll today.  Same issue is back but now the employer match is also incorrect (off by the amount of the employer portion of health insurance.  What is going on over at Intuit?!?!  Just had to re-run payroll and fix the errors manually and delete and re-pay the taxes, very frustrating!!

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hello,

This error was fixed for awhile but now it is back again and this time the EMPLOYER match for the Simple IRA calculation is wrong as well.  It is taking the employee gross MINUS the employer portion of Health Insurance to calculate the employer match instead of just the employee gross like it should be.

Moderator

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Thanks for letting us know you're experiencing this issue, AttComm.

Allow me to share some information regarding the Simple IRA payroll calculation in QuickBooks Online.

 

We have been receiving reports coming from our customers about this issue and our Payroll Team is working closely to get this issue resolved. While they do, I would advise you to reach out to our Payroll Support.

 

This way our engineers can add your account information to the list of affected users and attach your case to the INV-31599. Any progress will be communicated via email.

 

To reach us, please follow these steps:

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

You may find this article helpful: Retirement plan deductions/contributions.

 

Please extend your patience. I'll keep you posted if there's an update, have a good one.

Level 2

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

We also are having this problem on both the employee and employer deduction.  I'm hopeful that we will all receive some kind of compensation since this is exactly what we are paying for and now we need to do the work manually.

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hi, whyknotunwind.

 

I'm here to help provide some some update about the payroll deduction issue in QuickBooks Online (QBO).

 

I've checked the investigation list about this issue, and it still in progress. Our engineers are currently investigating and working on an immediate fix. 

 

I'll make sure to take note of your feedback about this issue. Rest assured, we’ll keep you posted once the issue is resolved. I also suggest reaching out to our Customer Care Team to add your account to the list of affected users. This way, you’ll be notified of any updates on the progress of the investigation via email. 

 

Here's how you can contact our customer support: 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (question mark icon) at the top right.
  3. Select Contact us to connect with a live support agent.

You may also want to check the article provided by my colleague RoseMarjorieA for additional reference. 

 

I appreciate your patience as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out. 

Level 2

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

My retirement calculations were wrong again this pay period.  I haven't heard any updates.  Also, no response as to how we will be compensated for this inconvenience.

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.


Hello there again, @whyknotunwind.

 

I’ve checked my tools, and it shows that the issue for paychecks not calculating deductions is still on-going. Our engineers are all hands on deck working to resolve the issue.


Right now, we don’t have a defined time frame for when this will be fixed. Rest assured, you’ll be notified via email of the resolution status.


While waiting for a permanent resolution, you’ll have to change the deduction that is calculating incorrectly to a $ amount instead of a % and then run payroll.


I appreciate your patience while we’re working on this. Reach out to me if you have further questions or concerns about QBO. I’m always here to answer them.

 

Level 2

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Can you tell me how they will be compensating us for this continuing issue? 

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hi @whyknotunwind,

 

I understand the inconvenience this is causing. I personally want to let you know that we’re working hard to fix this as soon as possible.

 

I've checked my tools here, and our engineers have already finished their research about this. Rest assured they’ll release the solution for this ongoing issue to get you back to business.

 

In the meantime, you can follow the workaround provided by my colleague above so you'll have the correct deduction amount on your payroll.

 

We truly appreciate your patience while we’re fixing this. You can leave a comment below if you need help with anything else.

Level 2

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

That's not much of an answer to my question.  How will they be compensating us for doing the work that we're paying your company to do?

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hello, @whyknotunwind.

 

I totally understand the impact of any delay in resolving this ongoing issue with the Simple IRA calculation.  While I'm unable to provide you with any details about the compensation, I'd recommend contacting our Payroll Support Team. They have the tools to add you to the affected user's list and provide the information you need.

 

Here’s how to contact us:

  1. Go to the Help menu.
  2. Click Contact Us.
  3. Under How can we help?, type in any keyword about your concern.
  4. Hit Continue.
  5. Click Get a call back to contact us.

Keep me posted if you have other questions. I'm always here to help.

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

I've called today and was told they are STILL working on this issue and have no idea when it will be resolved. This seems crazy to me as it is just a simple calculation and it was working fine in the past. Now it has been over a month and a half and the issue has still not been resolved and we have to continue to calculate the IRA deductions manually. Our QB online payroll fees increased this year by a lot and the service has greatly decreased!
QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hi there, @AttComm,

 

Thank you for contacting our Payroll Support Team. Once your account is added to the investigation, you'll be notified once the issue is fixed via email.

 

In the meantime, you can follow the workaround by manually changing the set up from a % to a $ amount to calculate the deduction.

 

Thanks for your patience and understanding while we look into this.

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

What is the status of this issue (INV-31599)?  This has been going on for several months and is still not resolved.  We are paying for a service that is supposed to do these calculations automatically (as it had been doing in the past), not having to calculate the deductions every payroll manually ourselves.

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

It looks like this is a duplicate post, AttComm. 

 

Let me link you to the thread where my colleague responded to your question. Please click here

 

Thanks for your patience while we're working on a fix to this issue. You can always post your questions here. 

Level 1

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hello,

We are still dealing with this same issue.

Has there been a resolution yet?

Thanks!

QuickBooks Team

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Hello tdahlvang,

 

I'd like to jump in and add some information about this case (INV-31599). This has been closed as resolved by our engineers already.

You'll want to perform some basic troubleshooting steps to refresh the system. Here's how:

  • Press CTRL+SHIFT+N for Google Chrome.
  • For Mozilla Firefox and Internet Explorer, click CTRL+SHIFT+P.
  • For Safari, click the Safari menu and then Private Browsing.

Then, check the deductions again.

 

If you're experiencing the same results, please contact our Payroll Support Team. This way, we will reopen the case and create a separate ticket to escalate the issue.

 

If it's working fine, go back to your regular browser and clear your browser's cache. Deleting your cache will simply force your browser to rebuild its cache from scratch as it loads or re-loads pages. Any cache-related issues should be cleared up.

 

Additionally, accessing your account using a different browser can be option, too.

 

I've got an article about employees and payroll taxes for your future tasks.

 

Please know that we're always here to help whenever you have questions.

Level 3

Re: Quickbooks Online Essentials Payroll Deduction calculation error.

Tried private browsing, still does not work. Simple IRA and match are being calculated after deducting Health Insurance ($102.27)  See screenshot below.  IRA should be 3% of gross wages ($86.40) and it is not!

Salary
 
 
 2592.00
 55521.00
Paid time off
0.00
 
 0.00
 432.00
Sick Pay
8.00
 
 288.00
 1247.00
Vacation Pay
0.00
 
 0.00
 5002.00
Holiday Pay
0.00
 
 0.00
 1658.00
Bonus
 
 
 0.00
 100.00
Reimbursement
 
 
 0.00
 26.27
Cell Phone
 
 
 50.00
 550.00

DEDUCTIONS Current YTD

United Healthcare
 102.27
 2123.81
John Hancock-Simple IRA
 83.33
 1915.73
Delta Dental
 0.00
 87.84
FedEx
 0.00
 15.96

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