QuickBooks Online Payroll Elite Setup Service - YTD Payroll History entered incorrectly

I can see the challenges you're facing with YTD information discrepancies after transitioning from QuickBooks Desktop to QuickBooks Online Payroll Elite, MK_APWC. I want to route you to the best support available to help with your concern.

To ensure a prompt and accurate resolution, we recommend contacting our QuickBooks Online Payroll support team again. They have the expertise and resources to pinpoint the discrepancies and provide tailored solutions to get things back on track.

Here's how to reach them:

1. Click the Help menu in the upper-right-hand corner.
2. Type in Talk to a human, then press Enter.
3. Select Contact Support Team.
4. Type again Talk to a human and click Contact Support Team.
5. Choose a way to connect with us.

To know our support's availability hours, kindly visit: Contact Payroll Support.

If you want to learn more about payroll updates, you can read this article: Correcting Payroll in QuickBooks Online Payroll Core, Premium, and Elite.

I'm looking forward to having this sorted out. Don't hesitate to leave a reply if you require further assistance. I'm always around to assist you with your payroll-related concerns. Keep safe.

LeizyIM - unfortunately, the payroll updates article you shared, does not apply to my situation.

For anyone else in the Community experiencing the same issue, here is an update. After multiple attempts to reach the Payroll Elite Setup & Onboarding team (the team responsible for my QuickBooks Online Payroll setup and resulting issues), I was redirected to Payroll Support. I spent approximately two hours on the phone explaining my situation above to an expert on the Payroll Support team.

Ultimately, it was determined that I need to go through Intuit's Payroll Corrections process. Both customer support and "PTO" case numbers have been issued for my Corrections case. I was also asked to provide Payroll Detail Review reports from my QuickBooks Desktop file, for the Payrolls ran YTD in Desktop. It is my understanding that the Intuit Online Payroll Corrections Team will be using these exported reports to go back and fix the YTD Payroll History that was entered incorrectly by the Payroll Elite Setup Expert assigned to my account. I received a notification via email that it will take 25 days to complete my corrections. All 17 employees set up by my Intuit Payroll Elite Setup Expert need various corrections when it comes to YTD tax withholdings and/or company contributions.

It's unfortunate that there seems to be no monitoring or accountability by Intuit, when it comes to the performance or service levels by their Payroll Elite Setup Experts. It is now costing both my company and Intuit's time, to correct what they said they would handle correctly in the first place (my Payroll setup). That was one of the reasons we went with the QuickBooks Online Payroll Elite subscription after upgrading from QuickBooks Desktop -- to receive "elite" expert setup services and avoid this kind of issue in the first place.

LeizyIM - unfortunately, the payroll updates article you shared, does not apply to my situation.

For anyone else in the Community experiencing the same issue, here is an update. After multiple attempts to reach the Payroll Elite Setup & Onboarding team (the team responsible for my QuickBooks Online Payroll setup and resulting issues), I was redirected to Payroll Support. I spent approximately two hours on the phone explaining my situation above to an expert on the Payroll Support team.

Ultimately, it was determined that I need to go through Intuit's Payroll Corrections process. Both customer support and "PTO" case numbers have been issued for my Corrections case. I was also asked to provide Payroll Detail Review reports from my QuickBooks Desktop file, for the Payrolls ran YTD in Desktop. It is my understanding that the Intuit Online Payroll Corrections Team will be using these exported reports to go back and fix the YTD Payroll History that was entered incorrectly by the Payroll Elite Setup Expert assigned to my account. I received a notification via email that it will take 25 days to complete my corrections. All 17 employees set up by my Intuit Payroll Elite Setup Expert need various corrections when it comes to YTD tax withholdings and/or company contributions.

It's unfortunate that there seems to be no monitoring or accountability by Intuit, when it comes to the performance or service levels by their Payroll Elite Setup Experts. It is now costing both my company and Intuit's time, to correct what they said they would handle correctly in the first place (my Payroll setup). That was one of the reasons we went with the QuickBooks Online Payroll Elite subscription after upgrading from QuickBooks Desktop -- to receive "elite" expert setup services and avoid this kind of issue in the first place.

@LeizylM - I wanted to share another update on my issue, and ask a question. For context, I now have an open case with the Intuit Online Payroll Corrections Team, TaxOps Case ID: PTO381210 | Salesforce Case ID: 15124908554.

This has been my email correspondence with that team and our case worker "Marky", via email account [email address removed].

@LeizylM - given the correspondence below, I'm not feeling confident that my corrections will be handled correctly. My question is, is there any way to escalate my case to ensure it is being handled appropriately, especially since my Corrections case is the direct result of my QuickBooks Online Payroll Elite Setup being mishandled by the agent Intuit assigned to our account to perform this service?

Oct 14, 2:52 PM PT (Marky/Intuit): 

I would like to remind you of the file that you have to send to us which will consist of the specific error/issue of the account that needs to be corrected. [File Exchange link]. 

It would be best if the file contains the exact errors/issue you have found and need adjustment so that we can complete the case sooner.

Oct 15, 11:44 AM PT (MK_APWC): 

Hello Marky,

I have prepared an additional file for my case, per your request; this is in addition to the previous four provided per Payroll Support.

[I then go on to summarize what the file contains, and provide an outline for each employee of which YTD payroll items have incorrect YTD values for the time range of 01/01/24-09/30/24; these were the payrolls we ran in QuickBooks Desktop, for which the YTD payroll data needed to be manually entered in QuickBooks Online Payroll--but was done so incorrectly by our Inuit Payroll Elite Setup Expert.]

Oct 16, 2:32 PM PT (MK_APWC):

ATTN: Payroll Tax Support, c/o Marky.

Would someone within the Online Payroll Corrections Team confirm that my email from yesterday was received, as well as the new file I supplied via the file exchange? Details are in this email thread.

I just called QuickBooks Online Payroll Elite; an agent named Jayden reviewed my case and said it is still in progress; however, he could not confirm or contact the person in your team working on this case. As you know, the only way I am able to reach you is by email, or if you call me.

Oct 17, 7:05 AM PT (Marky/Intuit):

Hi Michelle,

Sorry for not getting back at you. We did received the file that you uploaded for us and thank you for that. Currently reviewing things and checking the necessary process of adjusting the payroll of each employee to avoid messing the account.

Marky

Oct 17, 3:38 PM PT (Marky/Intuit):

Hi Michelle,

I would like to ask you to check the adjustments made because if I compare it with the report that you have uploaded for us, some were not included but were adjusted by the system as deemed necessary. If you have questions with regards to the adjustments, please tell me.

With kind regards,

Marky

Intuit Quickbooks Payroll Correction Team

Oct 17, 4:09 PM PT (MK_APWC):

Hi Marky,

I don't understand what you are telling me. Can you please give me some specific examples of where you are seeing this, to help me understand?

Oct 18, 2:52 PM PT (Marky/Intuit):

Hi Michelle,

I'm sorry for the confusion. I myself got confused with the question and the reason is I mistakenly made a incorrect adjustment. but worry not since I already figured out things with my teams help.

With kind regards,

Marky

Intuit Quickbooks Payroll Correction Team

Oct 21, 12:22 PM PT (MK_APWC):

Hi Marky,

I'm concerned you may not understand the corrections being requested, based on your last email.

Would it make sense for us to review together, with your team, the file that I supplied? Also, how will you and the Intuit QuickBooks Payroll Correction Team ensure that you are not making "incorrect adjustments" to our payroll history go forward?

To reiterate, I'm very concerned about the further mishandling of our Payroll Setup. I am copying our Account Executive , again, for visibility and to see if there is any additional support he can provide.

[As of Oct 22, 8:42 AM PT, no further emails have been sent to or received from the QuickBooks Online Payroll Correction Team.] 

Good afternoon, @MK_APWC. 

Thanks for chiming back in on this thread. 

With the questions you have about emails and things that are being stated in emails by support, I recommend contacting them again to get the best answer. 

They will be able to review these emails with you to give you a better understanding. Have a great day!