Employee info after desktop migration cannot be updated

This isn't the experience I want you to have when updating employee information after migrating from the desktop to the online version, Accountant-1200. I'm here to provide insights and help resolve the error received.

As per checking, there are no similar reported cases when updating employee information in QuickBooks Online. Unusual behaviors or errors like this may happen if modifying these fields is inactivated. Let's verify and check for any deleted fields under Employee's profile. To do this:

1. Go to Payroll, then select Employees.
2. From the Employees List section, select Inactive Employees from the drop-down menu.

If you didn't make these changes (inactive fields), you can review your company's audit logs to check who made the alterations.

In addition to this, there are specific reports that can help you find and determine if there are duplicates. Review these steps to run reports when troubleshooting this error:

1. Go to Reports, then enter Employee Contact List Report.
2. Click on the Customize icon and select Filter from the list.
3. Mark the Deleted box with a check, and select Deleted from the drop-down menu.
4. Once done, click Run Report.

However, if the same error persists, it's best to reach out to our Customer Care Team again to have your account reviewed and conduct further research to identify the root cause of this issue. They can also create an investigation ticket if necessary. Here's how:

1. In your QBO account, go to the Help icon.
2. On the Search tab, click Contact Us.
3. Enter the error message in the description box, and select Continue.
4. Choose Start a chat or Get a callback.

In addition to that, I'm sharing this reference for more guidance when migrating your desktop file to the online program: Move your QuickBooks Desktop file to QuickBooks Online. 

Once everything's ready, you can start running their payroll to pay their hours worked. 

I'll be in this forum anytime you need additional assistance managing employee's payroll information. Just let me know, and I'll make sure to back you up. Stay safe!

I appreciate the quick reply, but I don't think you understand.  I haven't made any significant changes to the database.  Active employees in Desktop are active in QBO.  Inactive employees in Desktop are inactive in QBO. That is not an issue.  The issue is that I cannot update any information on an active employee - I get the error that I mentioned in the original post.

I will not be calling the help desk again.  History as to why:

1) First call to QB help resulted in the recommendation that we re-migrate the data.  That call took about 2 hours.  

We redid the migration.  Database still not correct.

2) Second call was to a payroll specialist.  After 6 hours (I was okay with that because she was very skilled), she said the back office would need to work on it, so we scheduled a follow up call 3 hours later. 

3) She called back at the scheduled time.  She felt QB needed more time.  We schedule a call back 5 days later (due to the weekend and Monday holiday).

4) She called back at the scheduled day/time.  My situation had mildly improved with the work that the back office had done, but she agreed that the issue needed to move to the migration team.  She connected me with a QB migration expert.  That person had me repeat everything the payroll specialist had done.  Finally, she said that she would open a case.  I guess you use the word "investigation".  We agreed for her to call back 3 days later specifically so I would not have to go through all the basic debug again.  This call took about 3 hours.  

5) She did not call back at the designated day/time.  I waited an hour for her call at the phone.  I finally initiated a help desk call.  The operator started asking me to go thru all the same steps that the other two operators had previously.  I said I would not do that.  I had been promised that the back office would work this case over the last 3 days.  The operator said she could not see anything in the file about a case being opened.  She talked to the back office and she started asking me to do things instructed by the back office - all the same routine debug stuff that I had done in previous calls.  I asked if we could get the back office expert on the call.  She said no.  The whole point of the call back was so that I would not repeat everything for hours on end.  I asked if there were detailed notes that she could read.  She said not really.  She implied she did not know how to start an investigation and needed to go through the questions to interact with the back office.  I had already done that for about 11 hours at this point.  I gave up and said thank you but I was not going to go through hours of the same thing.

I say all that to say that I won't be calling the help desk, unless I'm dealing with the back office.  I appreciate you trying, though.  I'll stay with Desktop until QB stops supporting it, and then migrate to a new company.  Very disappointing.  I'm out $375 for paying a 3rd party vendor to migrate the Desktop data to QBO, and probably 40 hours of my personal time to try to make the transition.  I'm a career computer hardware / software developer with a large company.  My recommendation to QB is that sometimes, you just need to connect a customer to a level 3 expert or developer.  The QB migration tool has a bug, albeit apparently unique to my data set, but sometimes these rare bugs are important to understand for future migrations, especially since QB is apparently driving everyone to their online platform.  Additionally, your help desk operators need to take detailed notes, you need to have a system where one operator stays with a customer so we don't waste each other's time, and there needs to be training on how to open an investigation (and open it sooner than what I experienced).  But I appreciate your offer.

@Accountant-1200 

I've migrated numerous times (using a 3rd party vendor) with the same result.

Who was your 3rd party vendor? If they are a reputable company, they can help you to contact with L3 Support team directly.

Page-Flips.com. They did 3 conversions for me.  They worked with QB on the first bad migration.  After that, since they had done a couple thousand successful migrations, they felt it was a bug in the migration tool. I got the impression that since it was a rare QB migration tool error, they felt I should work directly with QB for better results.  Do you think it's worth the money to hire a different company?  Who would you recommend?

@4Gal 

Sorry, I forgot to mention you in my reply above.

@Fiat Lux - ASIA 

Any insight?

@Accountant-1200 

You can contact me in private for assistance.

Need help changing my employee to manager?

He needs access to the employees time sheets like me?

You can edit your employee's roles using your QuickBooks Online, @pmaliner. I'm here to ensure you can do this seamlessly.

To promote someone to the role of manager, you can grant them access to specific parts of your company. This will allow them to have access to your company's timesheet.  

Furthermore, there are different user roles responsible for time tracking, these are the following:

1 . Standard limited customers only or Accounts receivable manager

• Users assigned to this role can access all sales, customer, and accounts receivable (A/R) reports, and timesheets for anyone.

2 . Standard no access

• This user is unable to access any accounting features in QuickBooks Online and can only submit timesheets.

3 . Track time only

• Suited for employees or vendors who need to track their time. They can only enter their own timesheets and have access to timesheets and time reports.

For reference and additional information, check out this article: User roles and access rights in QuickBooks Online.

If you've already selected what user roles are suitable for your employees, let's go ahead and add them to help with your company affairs.

1. Go to the Gear icon, then Manage Users.
2. Click Add user.
3. Enter their details in the Personal info section. 
4. Select the roles you want to grant them in the Roles dropdown. Also, you can check what permission can they access by clicking the View all permissions dropdown.
5. Once you've ensured that everything is accurate, you can hit the Send invitation.

Check out this article for reference: Add and manage users in QuickBooks Online.

If you want to manage and analyze your employee's payroll, you can visit this article: Run payroll reports.

You can tag me in this post if you need additional assistance in changing your employee's role. I'll be sure to assist you anytime.