Employee Paystub Access - Error

Hi,

I’m an employee and was hired back in September 2020 and still can’t access Workforce. My employer has sent an invite and I never received it. At first we thought he entered the wrong email, but I still haven’t gotten on. My employer says there’s nothing wrong on their end. I’m so flustered because I can’t see my paystub and I won’t be able to see my W2 as tax season approaches. I’ve read all of the threads and they don’t help. I already have an Intuit account because I’ve used TurboTax for years. Below is the error message I keep getting. Please help!!

Hi there, @jfailla.

Let me help you today accessing your Workforce account. Let's try a few things. You'll have to inform your employer to resend the invitation again. 

Here's how:

1. Go to Workers and select Employees.
2. Find the employee you need to resend the invitation to
3. In the Personal info section, choose Resend next to “Invite this employee to view their pay stubs and W-2’s Online.”
4. Pick Done. This will send a new email invitation to the employee.

Make sure to accept the invitation and create a QuickBooks Workforce. account. The invite process is valid for up to 30 days from when it was sent by you. Just go to workforce.intuit.com. 

Also, you can reset the password or user ID if you're still having issues logging in. Just click the  I forgot my user ID or password link and follow the onscreen instructions.

To read more on this, head to this article for more details about accessing paycheck using QuickBooks Workforce: QuickBooks Workforce: Access your paychecks and W-2’s online.

Let me know if you need more help. Take care!

Hi,

The issue is that my employer has sent me multiple invites. However, even though he has, I’m getting nothing in my email. From what I’ve read on line, many people have experienced the same issue. My HR department has sent a few invites, but they aren’t going through and I received no invite/email.

Hello, @jfailla. 

Thanks for reaching back out to the Community and adding some extra clarification on your invite to Workforce. Let's help you get the support you need so you can get this resolved as soon as possible. 

Since you've already tried most of our troubleshooting steps to help fix this problem, I recommend your employer to contact our Customer Support Team. They'll be able to use other tools to look further into the account to see why this is occurring. 

Here's how: 

1. Go to the Help icon in the top right-hand corner. 
2. Tap the Contact Us button. 
3. Give a description of the issue and press Let's Talk. 
4. Scroll down and choose to Get a callback. 

It's that easy. Also, your employer can review our tutorials page to see additional details about other features that are available in QuickBooks Online (QBO). 

Let me know how it goes. It's my priority that you're able to get into Workforce to view your information. I'm only a few clicks away if you need me. Have a great evening! 

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.

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:

• Print W-2s Forms

• View your Paychecks and W-2s 

• Print Pay Stubs 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.

I also get an error message and cannot access my account :

We weren't able to show your payroll info.Refreshing your screen often fixes the problem.

Refreshing the screen does not fix it.

I have contacted quickbooks and no response yet. Over 24 hours later 

Hello there, Fel.

To give you an update, the investigation about accessing Employee Paystub is still in progress. 

Since you've already contacted us about this issue, your company information has already been added to the list of affected users. Once the fix is available, you'll be notified via email. Updates will automatically sync in your account as well.

You can still request a callback from our support to ask for a follow-up. The availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

Drop me a comment, if  I can help you while working with employee paystubs or anything QuickBooks. I'm always here to help. Have a good day

I contacted QB today about this and they told me it is an error and I will know in 4-5 days.  This is an issue if it has been going on for 2 weeks already.  Is there a date when this will be resolved?

Hi Lisa.

The investigation is still In-Progress and we don't have a specific time frame as to when we will get a fixed resolution of the issue. Rest assured our engineers and working nonstop to fix the issue as quickly as possible. Since you've already connected with our Support Team, you'll automatically receive an email notification of the updates.

For now, you can perform these workarounds which help other affected users get away from this error:

• Ensure there are no special characters in the employee's name.
• Use a different browser/device.
• Change Username then create a new Intuit account for the same email.
• Try resending the invitation to a different email address (brand new).

On the other hand, you can also visit our blog to stay current with QuickBooks' latest news and feature updates, you can visit our blog.

Moreover, here's an article you can read more about payroll: Find QuickBooks help articles for QBO Payroll.

If you have any other QuickBooks questions, please let me know by adding a comment below. I'm more than happy to help. Have a good one!

I'm having the same issue...cannot access paystub or any settings other than account settings.  Here is the error message I get no matter what browser (incognito or otherwise, cache cleared as recommended in answers), and on my phone as well.  Any fix for this?  Employer has me properly set up with access.  Frustrating!

I understand that this shouldn't be complicated, @rusticridgeranch.

Currently, we have an open investigation about the error message that you've shared when accessing paystub. We have escalated this unexpected behavior to our Product Development team.

For now, we're unable to provide you an estimated turnaround time when the investigation will be closed. I'd suggest giving us a call so and provide the investigation number INV-50417, so we can add you to the list of affected users. We'll let you know via email or by tagging you here as soon as the issue is resolved. 

To reach them, here's how:

1. Sign in to your QuickBooks Online company.
2. Go to the Help menu.
3. Choose Contact Us. 
4. Enter your specific concern in the What can we help you with? box. 
5. Click Let's talk. 
6. Select Get a callback. 
7. Enter your contact details. 
8. Hit Confirm my call. 

 You can review our support hours to ensure they can assist you on time.

Once resolved, I suggest visiting these websites. It provides you articles on how to view paychecks and manage your QBO account:

• View your paychecks and W-2s in QuickBooks Workforce
• QuickBooks Online (QBO) Resource Hub

I appreciate your patience while we look into this. If there's anything else that I can help with, drop me a line. I'll get back to you as soon as possible.

Hello

My employees cannot view their pay stub, we tried all your passwords recommendation but nothing will work

[email address removed]

It is always our main priority to ensure your issue is addressed immediately, @batitosiso,

Since you've already tried all the possible solutions in this thread, I highly recommend getting in touch with our Support Team this time.

They can help report this Workforce issue to our product engineers to get it fixed immediately. Follow these steps to contact our support:

1. Go to the Help menu in QuickBooks, then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Payroll, Account Management and Billing in the What can we help you with? box.
   
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
   
6. Enter you account contact information then press Get a chat.
   
7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

Post here again for any questions related to this topic. I want to make sure you get the answers you need with QuickBooks Workforce paystubs. Have a nice day!

I'm having the same issue, did find a solution 

I am having this exact same issue, and I have been employed with a company using QuickBooks since April 2021 and still do not have a single paystub.  To get me my W2 they had to screenshot it.  This has been incredibly frustrating and we are at almost a full year of me not having paystubs and not being able to apply for basic things like health insurance.

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

this does not work. there is no resend option

Welcome to the Community, HEC! It's our pleasure to have you here. Let me provide the updated steps for resending invites to employees to the Workforce account.

May I inquire as to what problem your employee is having that has caused you to resend an invitation? It will help us determine the appropriate solution based on the error they are experiencing.

Here's how to resend an invitation:

1. Go to Payroll, then select Employees.
2. Choose your employee.
3. Click Send reminder next to QuickBooks Workforce.
4. Verify if the email address is correct, then hit Send reminder. Your employee will receive a new invitation.

I've also included the following articles that you can use moving forward in managing your paychecks and W-2s in QuickBooks Online:

• Print W-2s Forms
• View your Paychecks and W-2s 
• Print Pay Stubs in QuickBooks Online

We're available 24/7, HEC. If you have further QuickBooks-related concerns, feel free to drop by again. We're always eager to help. Have a nice day!