How can I add an employee to my account to view paystubs and submit weekly timesheets? When I add my employee as a "Time tracking only" user, I receive an error message.

Anonymous · ‎November 10, 2021

The error message is "Error, Please try again? An unexpected error occurred. Please try after some time." Every time I ask a representative for help, they say the engineering team is working on it. However, I am still encountering the issue after 7 months of waiting.

jamespaul · ‎November 10, 2021

Hello, SMHansen1.

I'm here to give some other details regarding the issue with the Time tracking only user invite.

I double-checked the status of the issue when adding a "Time time tracking only" user. As what the support agents have mentioned, our engineers are still working to resolve it and get it back to normal.

In the meantime, you can add them as a Standard user (standard users can still use the Time entry function) temporarily until the issue is fixed.

Have you already added yourself to the list of affected users? If not, you'll want to contact our support again. They'll get your contact details securely, so you can get updates regarding the issue.

You can use the same phone number to call them.

Do you need to take a closer look at your payroll finances? This article will help you familiarize with the different payroll reports in the program: Run payroll reports.

I appreciate your patience as we're working to get the Time tracking user invite back to normal. If you have any other concerns with your payroll or when managing your timesheets, please let me know. I'm here to help.

Anonymous · ‎November 12, 2021

jamespaul,

This is a completely unacceptable level of customer and product support! We have been unable to track time, mileage, or do anything meaningful for employees with the mobile app or web for the last year. How can your engineers not fix an error in 7 months? The only possible causes for the delay are that 1) the error is not important to your team, or 2) there is so much broken in your system that your engineers are inundated with a backlog of fixes, or 3) you are severely understaffed. My employees trying to engage with support have received countless runarounds from your support team when trying to get these issues addressed. I have never encountered a software company that has failed to fix an error in 7 months. You suggested adding user as standard user, and we still get the same error message! I demand you reimburse my subscription fees for the period where you did not deliver the service I paid for!

Anonymous · ‎November 15, 2021

What is the solution to this problem? I cannot add my employee as a Time tracking only OR Standard User. Thank you for your help?

SashaMC · ‎November 15, 2021

Hey SMHansen1,

Thank you for chiming in back on this thread. We understand this is important to your business. I have checked, and you have been added to this investigation. So as soon as this problem is resolved, you will be sent an email with further instructions.

Let me know if you have any other questions. My team and I will be here to assist you. Take care.

Anonymous · ‎November 17, 2021

Thank you for adding me to adding me to the investigation.
Since I have not received the services I have paid for with QB Essentials (employee access to QB to view paystubs and submit weekly time sheets), what compensation will be given? I have had to pay for another employee to do this work instead. Thank you for your help.

AlexV · ‎November 17, 2021

Hi SMHansen1!

I'm joining this post so I can share additional details and assist you, too, about adding a Time tracking user.

It makes me feel unhappy seeing QuickBooks Online users having issues. If you haven't contacted yet our Support Team, I suggest you do so. If there's any compensation that will be given, they'll be the ones to discuss it since QuickBooks Community is a public forum and we don't have access to it.

Also, I added this article if you need to pull up common financial reports in QuickBooks Online: Run reports in QuickBooks Online.

Keep on posting here if you have additional concerns with your payroll. We'll be glad to help!

Anonymous · ‎November 17, 2021

AlexV,

We have been in contact with support constantly for 7 months and absolutely no progress has been made. My employee has been given conflicting instructions, repeated instructions to attempt ways to resolve that have been tried many times without success, and assured there will be no refunds or reimbursements. We have been asked if we were satisfied with how our issue was resolved when it was never resolved. It is unbelievably bad support. I am the company owner, and getting involved in issues your team should be assisting my employees with.

Topics

Training

Community

Resources

How can I add an employee to my account to view paystubs and submit weekly timesheets? When I add my employee as a "Time tracking only" user, I receive an error message.