EWS UEXP Errors - No Payroll and Banking Infromation Access - QB Desktop Premier 2020

WPP · ‎October 15, 2021

We are subscribed to Assisted Payroll. We recently had the need to change our banking information, specifically for payroll.

We went to: Employees> My Payroll Service> Billing/Bank Information - to make the change.

Same issue happens for: Employees> My Payroll Service> Account Info / Preferences

As well as from 'My company' page when pressing one the 'Assisted Payroll' button on the left under 'Manage your Apps, Services & Subscriptions'.

That's were in stops - we are blocked at this message:

As the message says, we called for assistance. Long story short - after 5 reps and almost 6 hours on the phone trying numerous ways to resolve, including installation of QB, the issue remains unresolved.

While I did get an opportunity to work with two reps who were really nice and tried heavily to correct the issue, the most recent is frustrated by the fact that nothing seems to work. The last rep has escalated to another tier in hopes of finding a fix. The rep has mentioned that there are tickets open for this and that it is a known issue that is on their end, not the user - which makes sense since a QB reinstall did not correct anything.

With the error in place we cannot make any banking changes or correction to any information including email addresses, contact information or name changes. We are prisoners to a QB issue and cannot make any payroll changes.

Nearly 6 hours on the phone and nothing!

Additionally, we also had submitted the banking changes via the form provided to us by the first rep and submitted it back via the specific upload link to QB.

The next day we got this back:

___________________________________

Good day!

We received your Bank Account Change. Due to additional security measures, we are unable to process your request. Your bank account change must be processed inside QuickBooks:

To perform such change, see steps below:

Select Employees, then My Payroll Service, then Billing/Bank Information to access the Payroll Service Account Maintenance pages.
Under Bank Account Information, select Edit next to Bank Account.
Enter your payroll PIN, then select Continue.
Enter your new bank account info, then select Update. When you receive the confirmation message, select Close.

We apologize for any confusion, should you have other questions in relation to this, by going to QuickBooks Help or press (F1) > Click on Contact Us > enter your question/concern on Ask a question > select Call me back.

Sincerely,

Account Support Team

Payroll Tax Operations

______________________

We need to make changes to our payroll account but now we are going in circles and QB apparently has no exceptions to override policies even in cases like these where a solution is not available to the subscriber to do it themselves.

Is there really no way to escalate issues? What do we do about making these important banking changes?

Rasa-LilaM · ‎October 15, 2021

Hello there, WPP.

I can see how important it is for your business to change your bank account information for payroll. I’m here to help make sure your concern is properly addressed.

Error UEXP: We are having difficulty verifying your account status may be caused by one of the following:

QuickBooks Desktop release is out of date.
An outdated version of e-File and e-Pay in the current company file after upgrading QuickBooks Desktop from an earlier version to the current version.
A payroll subscription is not yet activated in the QuickBooks Desktop company file.

We’ll have to run some troubleshooting steps to get past the error. Since we’ll have to access your company file, I recommend contacting our Payroll Support Team again.

They have tools like screen-sharing that will help them identify why you’re unable to update the bank account information. If there are customers experiencing the same issue, our specialists can create a ticket for further investigation.

Click here to get the support information. Then choose QuickBooks Desktop Payroll.

Let me share this article for future reference: Error UEXP: We are having difficulty verifying your account status. It outlines the complete steps on how to get your payroll up and running.

Additionally, this link contains resources about payroll. The topics include taxes, manage workers' information, run payroll reports, process payroll forms, and account management.

Drop a comment below if you still need assistance with managing payroll account information. I’ll be glad to help and make sure you’re taken care of. Have a good one.

WPP · ‎October 15, 2021

Thanks fro you feedback.

As explained above, we have done all of those steps including the QB desktop being current (this was not an upgrade) and all updates done under the agents supervision while screen sharing, screen sharing has been used for almost the entire 6 hours, Pretty much everything that 2 payroll support agent could thing about over a period of 6 hours. The payroll support subscription IS active because it shows so and we can process payroll without issues - but we have to change accounts here soon. There has been no QB upgrade, this is the original installation from back March of 2021 - so nothing about epay has changed.

And as to calling again and getting another rep to spend another number of hours while they try guessing is a scary proposition and likely waste of time.

So that's why I am asking about an escalation - payroll support has exhausted all they can do.

WPP · ‎October 15, 2021

Thanks for your reply.

The solutions offered have all been checked and tested. This is not an upgrade, its the only version and a reinstall has been done as part of the troubleshooting. QB is up to date as verified by the rep during screen sharing - all updated performed. Assisted payroll shows current and active and it because we can process payroll, works but we cannot make any changes to any information regarding back or anything else related to payroll. This is not an upgrade from anything else so the upgrade issue should not be a consideration.

The thought of calling in again and getting another rep to spend a number of hours guessing at solutions is a scary thought as well as costly financially and time wise.

After spending all those hours with QB payroll support reps and numerous troubleshooting steps without any solution is the reason why I am seeking an escalation. Its hard for me to believe that QB does not have an answer for this.

academycta · ‎October 31, 2021

Did this ever get fixed I am having the same problem

AileneA · ‎October 31, 2021

I'm here help fix the error you're getting in QuickBooks Desktop (QBDT), academycta.

Thank you for reaching out to the Community. As mention above, this may be caused by one of the following:

An outdated QuickBooks Desktop release.
An outdated version of e-File and e-Pay in the current company file after upgrading QuickBooks Desktop from an earlier version to the current version.
A payroll subscription not yet activated in the QuickBooks Desktop company file.

To fix this, let's make sure you've update QuickBooks to the latest release, then create a backup of your company file. As a reference, you can also check out this article for further guidance: We are having difficulties verifying your account status. error=UEXP when downloading payroll update.

However, If you get the same error, I'd highly recommend getting in touch with our Customer Support Team. They have extra tools to open your account and take a closer look at the issue.

Here's how you can reach them:

Open your QuickBooks.
Go to the Help, and then choose QuickBooks Desktop Help.
Click Contact Us.
Enter your concern, then press Continue.
Select Start messaging or Get a callback from an expert.

Please let me know how it goes. I want to ensure everything is taken care of. Have a pleasant day ahead. Stay safe!

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EWS UEXP Errors - No Payroll and Banking Infromation Access - QB Desktop Premier 2020