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Level 3

Quickbooks workforce: lost paystub history

Hello,

 

With the update to Quickbooks Workforce, I no longer seem to have access to any of my paystubs prior to Jan. of this year. This is unacceptable. If I had known that this "update" was going to happen, I could have at least saved all my paystubs before you changed everything.

 

Finally, I just want to say that I'm extremely disappointed with the update. Quickbooks Workforce is an objectively far worse tool than what you had previously. :(

34 Comments
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QuickBooks Team

Quickbooks workforce: lost paystub history

Hello there, @fatchrisb.

 

I want to ensure you're getting the right support in viewing your paystub history.

 

After collating sufficient data, please be informed that this is a known and reported issue. I understand the impact of any delay in resolving this ongoing issue. Rest assured, our Product Engineers are closely monitoring this case to come up with the best resolution that would address your concern.

 

So you'll be added to the affected user's list, I'd recommend contacting our Customer Care Team. An email notification will be sent to you as soon as updates will be released.

 

Don't hesitate to leave a post below if you have other questions about acessing Workforce. I'm always here to help.

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Level 3

Quickbooks workforce: lost paystub history

What does that mean? Do you mean that paystub history (i.e. paystubs prior to Jan 2019) will eventually be restored?

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Level 3

Quickbooks workforce: lost paystub history

@IamjuViel  As you suggested, I talked with support for about 30 minutes. There is nothing they can do to help. I was told that I must contact my employer for old paystubs.

 

For future people reading this, I'd suggest contacting your employer for the paystubs. Although @IamjuViel says the "Product Engineers are closely monitoring this case to come up with the best resolution that would address your concern", I just have sneaking suspicion that they aren't going to do anything fix it. But please, prove me wrong.

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QuickBooks Team

Quickbooks workforce: lost paystub history

Thanks for reaching back out, @fatchrisb.

 

Allow me to join this conversation and provide additional information retrieving your payroll history in Workforce.

 

Yes, your payroll history can still be retrieved once the issue is resolved by our engineers. To be updated with the latest news and updates about this issue, I'd suggest getting in touch with our Customer Care Team. This way you'll be able to receive email notifications about the current status of this concern. 

 

Also, as soon as an update is received, I, or another member of the Community team, will be happy to update this thread and let you know so that you can get back to business.

 

Please know that I'm just a reply away should you need anything else about Workforce. I'll be around to help you out. Have a great day.

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Level 3

Quickbooks workforce: lost paystub history

@BettyJaneB, first, I've already filled out the Customer Care Team thing several times, filed several feedback messages, and spoken with your customer support (who directed me to talk with my own employer about the lost paystubs because your support is powerless to help).

 

I beg to differ with your response, "Yes, your payroll history can still be retrieved once the issue is resolved by our engineers." I don't think they are going to fix the situation.

 

See this forum post. The first post by JanyRoseB (a QuickBooks Team member), states

 

"Once you switched from QuickBooks Desktop (QBDT) to QuickBooks Online (QBO), part of the limitation is that the information from ViewMyPaycheck will not be transferred to Workforce since they have a different platform. "

 

Also, please see Support Link #1 or Support Link #2. Those support tickets are from last year. If your developers were itching to fix this problem, it would be fixed.

 

I find your support team's policy of pasting the same blurb over and over insulting.

 

But please, prove me wrong and fix the issue. I'll happily eat my hat.

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QuickBooks Team

Quickbooks workforce: lost paystub history

I appreciate you sending your feedback to our developers, @fatchrisb.

 

I'd like to share some more clarifications about restoring you're payroll transactions.

 

The answer given by my peer JanyRoseB, is only applicable if you've exported your data from QuickBooks Desktop to QuickBooks Online. Being unable to pull up your past payroll transactions in Workforce has been reported as an ongoing issue. Rest assured when the investigation is fixed , you'll be able to retrieve your payroll history.  

 

Also, if you've already reached out to our Customer Care Team, you can receive updates about the investigation number 28047 via email. 

 

Thank you for your patience while this was being worked on. Feel free to reach back out to me if there's anything else I can do to help. 

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Level 3

Quickbooks workforce: lost paystub history

@BettyJaneB All right. I'll cool my jets and take you at your word that my paystub history from the last four+ years will be restored sometime in the reasonably near future.

 

Thank you for your help.

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Level 3

Quickbooks workforce: lost paystub history

A month later and I still cannot view paystubs prior to months ago. IIRC, I could at least view up to Jan. prior. So it's gotten worse.

 

@BettyJaneB  are the engineers still working on this?

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QuickBooks Team

Quickbooks workforce: lost paystub history

Thanks for joining us back in this thread, @fatchrisb.

 

I checked Investigation 28047 with the use of my tools and its status is still in progress. Our engineers are conducting a complex investigation of the lost paystub history. Though I’m unable to provide a definite time frame, rest assured that I’ll update this thread once there’s a new development.

 

We appreciate your patience as we work through this.

 

If you have other questions and concerns, please post your comment below. I'm always here to help you. Have a nice day and take care always.

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Level 1

Quickbooks workforce: lost paystub history

I also am very upset that all my prior pay stubs are not available. As employees, we no longer have a choice in how our reports are sent to us. This should have been anticipated by the company prior to any updates.  I would like to see all prior pay stubs restored to our accounts.

C.M.

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QuickBooks Team

Quickbooks workforce: lost paystub history

Hi, @theworkerbee.

 

I'm here to help provide some additional update about missing paystubs in QuickBooks workforce. 

 

I've checked the investigation status about this issue, and it still in progress. I understand how accessing paystub is very important to you, and rest assured our engineers are already investigating the root cause of this unexpected hitch and are working to implement a solution. 

 

I'll make sure to take note of your feedback about this issue and inform you through this thread once this issue has been resolved.

 

Please know that you're always welcome to post if you have any other concerns. I'll be around to help. Have a good one.  

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Level 1

Quickbooks workforce: lost paystub history

Thank you for the information. I am grateful to know they are working on a solution. 

 

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Anonymous
Not applicable

Quickbooks workforce: lost paystub history

You're welcome, @theworkerbee.

 

I appreciate your patience while we're working for a permanent resolution to the historical paystub issue.

 

In the meantime, you can ask your employer to provide you with a paper paystub printed from QuickBooks until we fix this for you.


I'd also recommend letting your employer contact us so we can add his/her account to the list of affected users. This way, you'll be notified immediately if you're employer receives updates on this issue via email.

 

Let me know if you have other questions about accessing your paystubs on the website. I'm here to help however I can. 

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Level 1

Quickbooks workforce: lost paystub history

This issue needs to get fixed NOOOOOWWW!!!!!!!!   I have had nothing but problems with QBO payroll since we switched from QBD. 

 

Issues with Workforce: 

1. The invite links are not being received by multiple employees;

2. Some people can see historical payroll checks from QBD; others cannot;

3. Some employees are getting error messages after they receive the invite from QBO with the message "OOPS something is wrong"; 

4. There are negative check stubs showing up on Workforce because the Intuit Full Service team messed something up when they moved the data over.... and I CANNOT GET ANYONE TO FIX THE ISSUE AFTER SPEAKING WITH SEVERAL PEOPLE. 

5.  I AM ABOUT TO PULL ALL OF OUR PAYROLL SERVICES AWAY FROM INTUIT AND DIRECT MY CLIENTS TO START USING PAYCHEX OR ADP. THIS IS THE MOST ABSURD AND RIDICULOUS CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD WITH INTUIT. 

 

QBO Advanced:

1. This is also full of glitches;

a.) the custom user role isn't working properly;

b.) the priority support line is terrible.  The rep takes weeks to respond and the phone support is a step under the proadvisor line (which makes no sense). 

 

Intuit please get it together!!!!!!!!!!!!!!! 

 

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Anonymous
Not applicable

Quickbooks workforce: lost paystub history

Hi there, Jared5051.


The issue of historical paychecks not showing in the workforce is currently investigated by our engineers. For now, we’d recommend contacting the support team to add your details as one of the affected users. 


Also, our engineers have come up with a workaround that’ll help you run the workforce easily while they’re fixing the issue. Here’s how:

 

  • Log in to paychecks.intuit.com using an incognito or a private window.
  • You can also clear your browser cache or use a different one when logging in to paychecks.intuit.com. 

Lastly, I’ll make sure to take note of your feedback and pass this over to our developers. This helps us make your experience as user-friendly as possible in the future. 


Please feel welcome always to visit us again if there’s something else that we can help you with.
 

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Level 1

Quickbooks workforce: lost paystub history

I've wasted hours on the phone and chat with support. 

 

As far as incognito mode, which one of the three things I listed in my previous comment is the workaround for: 

 

1. The invite links are not being received by multiple employees;

2. Some people can see historical payroll checks from QBD; others cannot;

3. Some employees are getting error messages after they receive the invite from QBO with the message "OOPS something is wrong". 

 

I've already tried clearing my browser history, cookies, etc; incognito mode; and multiple browsers on paychecks.intuit.com; workforce.intuit.com; and paycheckrecords.com.  It does not work.  

 

QuickBooks needs to provide better communication on this issue because I have a bunch of frustrated employees who need their stubs and the employees who can see the stubs are seeing a bunch of incorrect payroll stubs because the Intuit Full Service Team input the data in wrong.   We run payroll every week. This is becoming a huge problem. 

 

Additionally, the accounting preferences in the payroll settings is not working properly... I can not properly assign the expense accounts (the radio buttons do not respond). 

 

Unfortunately, the payroll module is not the only problem.... 

 

The QBO Advanced custom user feature is extremely glitchy.   Initially, the manage users screen was reverting to the legacy view from a couple of years ago (something your engineers were also apparently aware of); that seemed to get fixed; but now my custom users keep getting error messages when they attempt to log into QBO. "Your QuickBooks Online Plus account has been disabled by your administrator"  QBO used to have those type of login issues a long time ago. 

 

I'm extremely frustrated (and disappointed) and I'm starting to lose confidence in Intuit products.  

 

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QuickBooks Team

Quickbooks workforce: lost paystub history

The workforce issue is of high-priority, Jared5051.

 

Rest assured, our engineers are working diligently for a permanent fix. We'll surely get back to this thread once it's rolled out. 

 

Regarding the payroll settings and advanced custom user issues, aside from clearing the cache, using a different browser can fix issues like those (Google Chrome, Mozilla Firefox, or Internet Explorer).

 

We're just right here if you have additional questions. Don't hesitate to click the Reply button. 

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Level 1

Quickbooks workforce: lost paystub history

I am having the same issue and am following the thread for updates.

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QuickBooks Team

Quickbooks workforce: lost paystub history

Hi @Niknic,

 

I appreciate your efforts in following this thread. But currently, we haven't received updates from our engineers yet.

 

Our engineers are still looking into this ongoing concern and are coming up with a permanent resolution. They're yet to provide us an update on June 19, 2019.

 

In the meantime, you'll need to get a paper pay stub from your employer.

 

Also, if you haven't been added on the list of affected users, I suggest contacting our QuickBooks Online Support team. This way, they can add you to the list.

 

Here's how you can contact them:

  1. Log in to your QuickBooks account.
  2. Click on Help.
  3. Choose Contact Us.

Once you're added on the list, you'll receive email updates about this.

 

We truly appreciate your patience while we fix this for you. I'll be here to help you.

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Level 1

Quickbooks workforce: lost paystub history

I'm with ya on this issue fatchrisb this is completely unacceptable! We live in a digital age where data storage equals database real estate, which can be extensive even when referring to a couple years worth of paystub data for employees. HOWEVER....if Intuit has trouble maintaining the database storage capacity for storing all the stubs for all the people they support, then there has to be some kind of Personal Data download back up system in place. It would be a huge failure and even a crime if things like Medical records just "got purged" from a hospital or doctors data storage system. Our paystub data should not be held any less important! This issue needs to be consider a top priority level fix by Inuit InfoSystem engineers. WE WANT OUR DATA! You offer and bill for a service....now you need to provide that service!
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Level 1

Quickbooks workforce: lost paystub history

I am tired of reading "rest assured, we are working on it"... my response... rest assured we are switching payroll systems! Since QB can not seem to figure out how to fix this problem. I understand problems occur, but something of this magnitude should not be "in process" for six months... Not only is it not fixed, it is now even worse... my employees can now only see pay stubs going back to April... we used to get back to January, but now IT'S WORSE. Good Bye QB!
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Level 2

Quickbooks workforce: lost paystub history

Still can't access my paystub...Is Intuit even working on this problem? They still have not contacted me and it has been months. It's 7/22/19 and still can't view. YOU SUCK INTUIT!!!!!  My email is [email address removed] if you ever want to solve this problem. Doubt I will hear from you. You've ignored my request for months now.

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QuickBooks Team

Quickbooks workforce: lost paystub history

Hello, @preebo2.

 

I understand the impact of any delay in resolving this concern. Rest assured our Product Engineers are still working on the permanent resolution for this on-going concern.

 

Although, I can't provide you with the exact time-frame on when this will be resolved.  Updates are scheduled to be released on August 13, 2019. Once released, it will be applied directly to your account.

 

In the meantime, I'd recommend providing a printed copy of pay stubs to your employees.

 

Also, I'd suggest contacting our Payroll Support Team. They have the tools to look up your account's history.

 

We appreciate your patience while we continue working on this. I'll be around if there's anything else you need.

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Level 1

Quickbooks workforce: lost paystub history

It's the 21st of August and still not able to view paystubs before April. 

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