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I have been trying for four days to get a call back or chat support session. How can I get support for payroll taxes?

 
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Best answer 12-27-2019

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QuickBooks Team

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

Hello there, sthomas1.

 

I'd like to make sure your payroll taxes are taken cared of. You'll want to check this article: Support hours and types. Then, go to the Online Payroll section to get our contact information, or reach out to us though chat by clicking the Start a message link.

 

Meanwhile, you can also provide us the details about your concern. We might be able to resolve this without contacting our support team. 

 

We're always around if you need more help with QuickBooks Online. Thanks.

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8 Comments
QuickBooks Team

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

Hello there, sthomas1.

 

I'd like to make sure your payroll taxes are taken cared of. You'll want to check this article: Support hours and types. Then, go to the Online Payroll section to get our contact information, or reach out to us though chat by clicking the Start a message link.

 

Meanwhile, you can also provide us the details about your concern. We might be able to resolve this without contacting our support team. 

 

We're always around if you need more help with QuickBooks Online. Thanks.

View solution in original post

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Level 1

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

I have tried both the chat and call back requests.  I have not received any phones despite, at this point, 8 requests.

My chat requests have resulted in hello what is your name and question prompts, which received no reply.

 

I received an important email from [email address removed] letting me know about drastic changes to payroll taxes for my NJ employees.  I don't have NJ employees but I do have MO employees.  When I go to make payroll tax payments through QuickBooks, none of my MO  liabilites appear.

I am wanting to find out why  quickbook payroll thinks I have NJ employees and don't appear t orecognize the MO employees.

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Level 1

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

I see that the email was filtered, but it was from Quickbooks Payroll

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Moderator

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

The taxes accumulated depending on the company work location and employee residence, sthomas1.

 

In QuickBooks, we follow the states' reciprocity. This means that the employee only pay taxes in one of the state. Let's run an Employee Details report to verify if one of them is residing in New Jersey. Here's how:

 

  1. Go to the Reports tab. 
  2. Enter and select Employee Details
  3. Select All Employees under the Employee drop-down.
  4. Click New Jersey under the Work Location option.
  5. Click Run Report.
  6. You'll see the information under the employee's name.

If there are no employees residing in New Jersey, we can check your list of work locations. From there we can make it inactive.

 

  1. Click the Gear icon.
  2. Select Payroll Settings.
  3. Under Business Information section, click Work Locations.
  4. Click the New Jersey address.
  5. Check the Mark a work location inactive box.

I'd also suggest contacting your state agency to confirm your employee reciprocity agreement. Once verified, we can do not withhold the employee. Please go to the States with the reciprocity agreements section of this article multistate employment payroll situations for more details.

 

I'll be around keeping an eye for your other concerns. Thank you!

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Level 1

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

We have never had employees in NJ, nor have we ever created a work location in NJ

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QuickBooks Team

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

Hi there, sthomas1.

 

As mentioned by my colleague above, the taxes accumulated depending on the company work location and employee residence.

 

I see you've been in contact with us multiple times to get this issue about the tax payment fixed. Since you verified that you have never had employees in NJ, nor have ever created a work location in NJ, I suggest contacting our Support Team again. They can double check your payroll and tax setup in your account. And, they can also rebuild the taxes to show your MO liabilities.

 

Please check this article on how to pay taxes using our electronic services: Make payroll tax payments.

 

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

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Level 1

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

ChristieAnn,

 

That's my point.  After a dozen unsuccessful attempts to speak of this issue with TechSupport, I remain flustered that I have not once been contacted by a support agent, either by phone or chat.

How does a user contact tech support directly, without need for waiting for a call back or a chat session?

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QuickBooks Team

Re: I have been trying for four days to get a call back or chat support session. How can I get su...

Hi @sthomas1

 

I appreciate your patience when speaking to our live support agent. The Community forum is an alternative way for you to seek help. Since this is a public discussion, we will advise contacting our support agent whenever there's a need to verify the account information to take a closer look at the issue within your QuickBooks account.  

 

At the moment, the Callback request and chat session feature are the only means of communication designed to be an easier and faster way for customers to contact support. 

 

To make sure we address your concern on time, check out our support hours

 

Feel free to message again if you have follow-up questions. I'm always around to lend a helping hand. 

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