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CK18
July 31, 2020
Solved

Employee Paystub Access - Error

  • July 31, 2020
  • 2 replies
  • 79 views

Good Morning, 

 

I have a employee who has been able to get access to his pay stub in the past and he was trying to sign in yesterday and got an error saying Something not quite right We can't find your company in our system. Let your employer know to reach out to us for help. I tried to access my pay stub from my phone and had no problem. Then I tried from my desktop and got the same error. How do I go about getting this corrected? 

Thanks, 

CK18

    Best answer by Klent

    Hi there, CK18.

     

    I'll make sure that you and your employee can view the pay stub.

     

    Usually, when a user encounters unexpected behavior, like runtime errors, we can perform basic browser troubleshooting to fix the issue. It could be that the stored temporary internet files are the reason why you're having issues accessing your pay stub. 

     

    We can start by accessing your QuickBooks Workforce account in a private/incognito browser. Feel free to use these shortcut keys:
     

    • Google Chrome: Ctrl + Shift + N
    • Safari 11 or newer: ⌘ + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Microsoft Edge: Ctrl + Shift + P

    Once you're in, let's go to the Paychecks section to view your pay stub. If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files.

     

    If the same thing happens, we can use other supported browsers. It could be that the one you're currently using right now has a temporary problem with QuickBooks Workforce. 

     

    Additionally, here are some helpful references that you can check to help manage your paychecks and W-2s:

     

    Please don't hesitate to leave a reply below if you any other concerns or additional questions. You can always tag me in your comments.

    2 replies

    K
    KlentAnswer
    Level 8
    July 31, 2020

    Hi there, CK18.

     

    I'll make sure that you and your employee can view the pay stub.

     

    Usually, when a user encounters unexpected behavior, like runtime errors, we can perform basic browser troubleshooting to fix the issue. It could be that the stored temporary internet files are the reason why you're having issues accessing your pay stub. 

     

    We can start by accessing your QuickBooks Workforce account in a private/incognito browser. Feel free to use these shortcut keys:
     

    • Google Chrome: Ctrl + Shift + N
    • Safari 11 or newer: ⌘ + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Microsoft Edge: Ctrl + Shift + P

    Once you're in, let's go to the Paychecks section to view your pay stub. If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files.

     

    If the same thing happens, we can use other supported browsers. It could be that the one you're currently using right now has a temporary problem with QuickBooks Workforce. 

     

    Additionally, here are some helpful references that you can check to help manage your paychecks and W-2s:

     

    Please don't hesitate to leave a reply below if you any other concerns or additional questions. You can always tag me in your comments.

    L
    latkins8
    February 24, 2021

    After trying these solutions as an employee, I still get the same error message. “We weren’t able to show you your payroll info. Refreshing your screen often fixes the problem.” I’ve tried on my regular browser, incognito and the app. This is Extremely frustrating when I can’t get ahold of anyone but a computer from support.

    C
    CharleneMaeFQuickBooks Team
    QuickBooks Team
    February 24, 2021

    I know this hasn't been an easy process for you, latkins8.

     

    Thanks for sharing the troubleshooting steps you've performed to resolve this error. We have an ongoing investigation about accepting an invite. I'd suggest contacting our QuickBooks Support Team so you'll be added as one of the affected users. To ensure you can reach out to our agents, please see our support hours.

     

    For the old Help menu interface:

    1. Click the Help (?) icon at the top.
    2. Choose the Contact Us button.
    3. Type in INV-44024 on the What can we help you with box.
    4. Proceed with the Let's talk button.
    5. Select the Start messaging option.

    For the new Help menu:

     

    1. Click the Help (?) icon at the top.
    2. Type Talk to a human.
    3. Enter INV-44024 on the What can we help you with box.
    4. Choose I still need a human.
    5. Select the Start messaging option.

     

    However, if you can't sign in to view your paystubs, our QuickBooks Support Team can check and have this investigated. I'd recommend reaching out to them to determine the main cause of this error. You can follow the steps above to contact them.

     

    I've also added these articles that'll help you handle your paychecks and W-2s in QuickBooks Online:

     

    Thank you for your patience on this matter. I suggest getting back to this thread if you have other concerns in accessing your paychecks. I'll help you out.

    G
    Gam22
    June 16, 2022

    How can I get my old password can't reset my password without the old one 

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