My business uses the following products: QuickBooks Online Advanced; QuickBooks Online Payroll Elite.
I recently noticed that there are payroll expenses (specifically an allowance set up as a Payroll item > Pay Type) that are not showing up consistently in my P&L reporting. Today I contacted Payroll Elite about this issue and demonstrated the problem. I was assigned a case number, but after 1 hour and 25 minutes on the phone, the issue was not resolved and ultimately a separate issue for me to resolve was created.
The new issue was created when the agent told me to go into Payroll settings > Accounting and "Update transactions according to current preference settings"... what this did for the date range selected was reclassify all my payroll expense transactions currently in my Wages expense account, to a different, new "Wages" expense account. So now I have to clean up (merge) two different Wage expense accounts in my Chart of Accounts, in addition to still not having my original issue resolved by this action.
If anyone in the community is using the above products (Online Advanced and Payroll Elite), I wonder which product support team I should be contacting for crossover or integration issues between the two products? Before I ended my call with the agent today, it was agreed that I had found a technical issue. But I was not able to stay on the line long enough to get an INVESTIGATION# or get it resolved. I don't feel the agent fully understood my issue to begin with and was candid when it came to not being an expert in the "bookkeeping" aspect of QuickBooks.
If someone internal from QuickBooks Support decides to respond to this post, my unresolved case number is 15147773033. Please let me know the appropriate support team to contact. I would hope if the issue I am having is "INVESTIGATION" worthy, this would be escalated.
