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Level 2

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution. I have spent over 8 hours on the phone with tech support and they have all been unable to fix the issue. I have been told it has been escalated however I have not heard anything back and again have been unable to set up payroll for over two weeks.
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Best answer December 11, 2019

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Level 2

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

This would not have been helpful since luckily I do have QB Payroll Desktop still so i simply ran it through that. Having said that I did find a solution to the problem that I wanted to pass on. It appears that the issue was resolved once i deleted old employees and or finished setting up inactive employee. After doing so i was able to move on in the set up process.

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Moderator

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

We do appreciate your efforts in calling our phone support team, billing38.

 

For now, the status of the investigation is still in progress. Rest assured that we're working with our engineers in gathering information to get this fixed for you.

 

In the meantime, you can use our Paycheck Calculator in paying your employees and issuing a paper check. I'll show you how:

  1. Go to this link: Tools to run your business.
  2. Select the Paycheck Calculator.
  3. Enter the required field.
  4. Click Calculate Paycheck.

I've attached a screenshot for your guide:

Once the investigation is resolved and you're ready to set up your payroll, you can manually enter the payroll information for recording purposes. Make sure to select the Paper check option to avoid duplicate transactions.

 

Your patience and understanding are much appreciated.

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Level 2

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

This would not have been helpful since luckily I do have QB Payroll Desktop still so i simply ran it through that. Having said that I did find a solution to the problem that I wanted to pass on. It appears that the issue was resolved once i deleted old employees and or finished setting up inactive employee. After doing so i was able to move on in the set up process.

View solution in original post

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Level 1

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

Has this issue been resolved yet? I JUST purchased a Quickbooks Online subscription and I need to terminate my desktop payroll subscription in a week to avoid another $700 charge for the year. But now I'm without a way to do my payroll. This is so disappointing. How can a problem this huge be unresolved for so long? I'm debating cancelling my subscription altogether. Please tell me there is a real solution available by now. 

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Level 1

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

How did you do fix your inactive employees? I've been trying to follow instructions to take them off payroll but there is no "employment section" once I open the inactive employee. I'm beyond frustrated with this. I can't set up payroll because of the error and I don't know if I can edit these employees because I don't have payroll set up. I'm ready to scream.

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Moderator

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

Welcome to the thread, PiraConsultants.

 

This isn't the impression we want to leave with you. This problem has already been reported to our product engineers in which they are diligently working for a fix.

 

In the meantime, I recommend contacting our Customer Support Team so they can check your account if there are missing data that is required during payroll setup. Since they have the specific tools to do further investigation. 

 

Here's how to reach them:

  1. Click the Help icon on the top right.
  2. Hit Contact Us button at the bottom.
  3. Enter a short description about your concern.
  4. Tap on Let's talk.
  5. Choose the method on how you'd be connected to support.

In case you need tips in the future, visit our QuickBooks Help Articles site. 

 

If you need additional help, reach out to me. I'm always here to provide further assistance with anything QuickBooks related. Have a great day!

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Level 2

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

If you select all or inactive employee if they don't show up then I am not sure what to say. Quickbooks Online is much "buggier" than I would have ever excepted. It is quite possible this is a separate problem all together. 

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Level 2

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

I feel your pain. QBO is a much buggier program than i would have ever expected it to be. If you are not able to view other inactive employees by selecting inactive employees or all employees you may be suffering from an entirely different issue.

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Level 1

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

I am having the same problem as Pira Consultants. I have spoken with multiple QB support staff. Each one of them take up a minimum of one hour of my time and then tell me they cannot fix the issue and it needs to be sent to "the engineers." Then I never hear from anyone again and the problem remains unfixed. Then I have to call (or use chat) to start the process all over again with a new support staff. Nothing has been resolved. 

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QuickBooks Team

Been getting the "Hit A Snag" error when trying to set up payroll for the first time. This has been going on for several weeks without resolution.

Hello, @bk20.

 

This isn't the customer service we want you to experience and I understand how it feels when something isn't working the way it uses to. As I've checked from our records, I see ongoing investigations about this error when running payroll  in QuickBooks Online. Rest assured that our engineers are now all hands on deck working together to fix the problem as quickly as possible.

 

If you're already added to the lists of affected users, you'll automatically receive an email notification with the latest updates.

 

Post again if you have any other QuickBooks questions. I'm a post away to help. Have a good day!

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