Account says payroll subscription is active but the payroll center says its inactive

I'm having the same problem. I tried that and the payroll center is still showing that my subscription is expired.

Hi there, JoeyP.

Thanks for joining this thread. I'm here to provide some insights and guide you to the right support so you can get the help you need. 

In order to have an active payroll subscription, make sure that the payment method associated with your account is the correct one. However, if you've already process the steps provided by my colleague MikiD and the issue persists, I encourage you to contact our QuickBooks Desktop Payroll Support Team. They have the tools to pull up your account in a secure environment and re-instate the status of your payroll subscription to activate it. 

Here's how you can contact our phone support: 

1. Click this link: https://payroll.intuit.com/support/contact/?infosrc=qs&service=16.
2. Select your payroll subscription.
3. Choose Payroll for the topic.
4. Click View Contact Info to get the phone number. 

For additional reference, you can check this article: Your QuickBooks Subscription has lapsed or Your Full Service Plan Has Expired.

Please know that I'm just a post away if you have any other questions about the payroll subscription. Wishing you and your business continued success.

Thanks for getting back to me. I already have a payroll subscription. I've been using Quickbooks for a long time (over 15 years). This year, just like in the past years Intuit charged by card on the day it said it was going to, but this time the payroll center shows that it's expired. When I try to do anything payroll related, I get a box that pops up telling me the service has expired and that I need to take care of it before the grace period ends. I'm given two options (other than remind me later). Reactivate subscription and Verify account. Reactivate subscription doesn't do anything. It just takes me to an intuit page where I can see that my account is active (checking the service key from within the desktop software, it also says active). If I hit verify account, verifies the account and I can continue on my way, but it still says 'subscription expired'.

Is there someone I can email. The times I've had to call Intuit, the customer service has been a bit difficult to work with and very time consuming (I don't think I've ever had a phone call last less than an hour with them).

Hi there, @JoeyP.

Thank you for getting back to us here in the Community. I'm here to help share additional information about the payroll service in QuickBooks Desktop (QBDT).

As of now, we don't have an email support for QuickBooks Desktop Payroll. To start, you may need to remove and re-enter your service key in QBDT. For the detailed process, you may check the steps provided by my colleague MikiD.

If the same thing happens, you may need to contact our Payroll Support Team to check your account via a secured remote access. You can check on the steps provided by my colleague JanyRoseB for the support's contact information.

You may check this article for additional reference: Activate QuickBooks Desktop Payroll.

Let me know if you have any other payroll concerns, I'm always here to help you. Have a great day ahead!

I had the same problem and all the above fixes did not work. After calling customer support, I was told the new credit card information had not processed yet. She manually pushed it though. After I downloaded the payroll update in my Quickbooks it worked!

I had the same issue.  My credit card was charge, my account is active, but shows as inactive and I need to renew and no taxes calculating.  I called and had someone fix the issue on my computer.  She went through a bunch of steps, but it seemed there was a missing component on my computer.  Now I have my assistant showing the same issue on her computer.  So even though all of my clients are active on mine, hers is not and she can not help me.  I had her uninstall QuickBooks and then re install and it worked!  

I had the same issue.  My credit card was charge, my account is active, but shows as inactive and I need to renew and no taxes calculating.  I called and had someone fix the issue on my computer.  She went through a bunch of steps, but it seemed there was a missing component on my computer.  Now I have my assistant showing the same issue on her computer.  So even though all of my clients are active on mine, hers is not and she can not help me.  I had her uninstall QuickBooks and then we re installed it and now it is working for her as well.  

I am having the very same issue.  My annual subscription was renewed earlier this month. My credit card was charged and everything was verified as paid on my end, and on QuickBook's (Intuit) end. Only I did not feel comfortable granting access to my computer with the QB Representative I was speaking with on the phone - for over an hour as you did.

I opted this time for the 'call back' service, and was told it would be about an hour from submitting the request.  It's been over 2 hours, and I guess I'll just call back and wait in line in the morning. 

Hopefully this time I'll get a representative that seems to know more than I do about how to update and maneuver around in QB. 

At least I can see I am not the only one experiencing this issue in the recent weeks, make me feel a little better. 

Thank you for posting here in the Community, @mb001.

We can perform some basic troubleshooting to get you back on track. I suggest you start with signing in and out of the Account Maintenance page to establish a connection with your account.

Here's how:

1. Open QuickBooks Desktop.
2. Click the Employees tab at the top menu bar.
3. Hover your mouse to My Payroll Service and select Account/Billing Information. 
4. Try signing in and out.
5. Check the status of your payroll subscription.

After following the steps above, please proceed with making sure the software is up-to-date. For the detailed instructions, check the steps I'm attaching below:

1. Click the Help tab at the top menu bar.
2. Select Update QuickBooks Desktop.
3. Go to the Update Now tab.
4. Put a checkmark beside Reset Update, then hit Get Updates. 

If all fails, I suggest visiting the Resolve a problem verifying your payroll subscription article. It provides detailed instructions which you can follow in the order shown to fix the issue.

Reach out to me whenever you have additional questions or concerns. Please know the Community has your back, and I'm here ready to help you. Have a good one.

I cannot process my payroll because I have a red message indicating I need to reactivate my subscription but my subscription is active .  Can anyone help me?  I have tried everything in this message posting and nothing works.  What's worst is that it is impossible to get someone in support.

I am having the same problem, my payroll subscription is active but it says I need to reactivate it.  Can anyone help me, I have tried all the suggestions in this post but nothing is working.  It is also impossible to get support! 

Welcome to the Community, @jaycambri.

Were you able to check the status of your payroll subscription through the Customer Account Maintenance Portal (CAMPs) website? You can see the entire details of your account on this website and be able to identify the cause of the error message.

Here's how:

1. Go to: http://camps.intuit.com/.
2. Search for the subscription under the Products & Services list.
3. Select Details.

I want to be the one who will go through the process of checking the account and running the troubleshooting. However, If all fails, I'm unable to get going without asking for sensitive information in this public forum.

Due to the high volume of calls, getting in touch with support takes longer than usual. I recommend requesting someone from our QuickBooks Team to contact you via callback.

Here's how:

1. Click the Help tab at the top menu bar and select QuickBooks Desktop Help,
2. Choose Contact Us.
3. Enter necessary information.
4. Press Get a callback. 

For additional information about the CAMPS website, visit the Manage your QuickBooks Desktop subscriptions and service article. It also contains instructions about viewing license numbers and downloading the program.

If there’s anything else I can help you with, click the Reply button and post a comment. I’ll be right here ready to help you. Have a good one.

I was having the same issue.  I kept Verifying and Payroll Account Maintenance would show Active and Paid.

But, then I notices I had a Primary User and an Authorized User.  Both were me...but, different logins.  I didn't even realize I had two logins.  But, without really knowing, I was using the Authorized User login.

Once I figured it out, I had to retrieve the login information for the Primary User and Verify through that ID.

That solved it!  Primary User has to login.

-Phil

Same here...but, then I noticed I had a Primary User and an Authorized User on the payroll maintenance page.  Both were me...but different logins.  I wasn't even aware of the different Users.  I had been using the Authorized User to login.  Once I retrieved the login info for Primary User and used that info to verify Payroll Subscription, it worked.

Hope that helps!

Thanks for sharing the details you've done to resolve this, @PhilTeau.

We appreciate users like you who share their ideas and solutions here in the Community to help others.

In case you want to learn some best practices in managing your QuickBooks Desktop (QBDT), you can always visit our Help articles page for reference.

Should you have any concerns or questions in the future, don't hesitate to post a comment below. QuickBooks users are always welcome here in the Community. 

UPDATE:

It is fixed.  I called back this AM and fortunately the Representative I received today (Maricell) was very knowledgeable!  She did have to remotely access my computer in order to review and add a few 'trusted web sites' to my computer,  but I trusted HER completely, and she fixed the issue for me in under 1/2 hour. ;-D

I'm having this SAME Issue.

My desktop payroll service says Subscription is inactive and i need to Reactivate.

So I Click Reactivate - Log in - And my subscription status is "Active"

But I cant run payroll, QB isn't calculating taxes, etc. 

I tried all the edits and suggestions in all the above replies and nothing is working. SO frustrating! 

Thanks for joining this forum, @SigncoLV. I know how you feel about being unable to run payroll due to this issue. 

I appreciate you for trying all the recommended steps provided in this thread. At this point, I'd suggest you contact our  QuickBooks Desktop Customer Support team so they can access to your computer remotely and perform necessary troubleshooting to help fix the issue.

Once resolved, I'd recommend you update your tax table every time you pay your employees. Read through these articles: 

• Latest payroll news and updates. It contains a complete overview of the most recent payroll update in QuickBooks Desktop. 
• Get the latest payroll tax table update. It guides you through getting the newest payroll tax table in QB Desktop Payroll to ensure you stay updated. 

Feel free to message again if you have additional questions. We're always around to help you more. 

Had the same issue. Worked with the QB rep and this is what she had me do:

Go to C Drive > Click on Hidden Items > On Search Bar to the right enter Paysub (not Paystub)--it may take a while to search. Once found, select file and delete.

Go back to QB > Under Employees > Get Payroll Updates > Update

After the update was completed it showed 'Auto Renewal' instead of 'Inactive' account on PR module. Worked for me, hope it works for you, too!

Thank you so much for posting this!  It worked for me and saved me a long call with QB support!

This also resolved the issue for me. 

The file that I removed was located at C:/ProgramData/Intuit/QuickBooks2019/Components/DownloadQB29/PAYSUB.INI

I was going to try removing this file as suggested because none of the other suggestions worked.  Then I noticed that the file was shown as Quickbooks 2019.  I have Quickbooks 2018.  Frustrating. 

I can't call Customer Service until 3/2/2020 due to a conference I must be at.  There are legal implications for not being able to run my Payroll accurately.  I've extremely disappointed in Quickbooks over this issue.

Just experienced this issue today and followed all of the above instructions to no avail. Your solution is the only one that finally cleared things up, so thank you!