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

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.

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

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!

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

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.

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?

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. 

Chat support hasn't worked in MONTHS.  Phone support is THE ONLY WAY to receive help...and that's only if you get lucky and actually have a person call you back.  

So why is this question marked as solved?  It isn't solved, nor did anyone provide an explanation as to why phone support is pathetically unreliable, or a reason why chat support hasn't worked in over 6-8 months. 

We don't want you to feel this inconvenience, @DMDTCPA. I want you to know that helping you is our priority.  

You may want to contact with our support through this link: https://help.quickbooks.intuit.com/en_US/contact  

 Here's how: 

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us. Start a chat or Get a call back. 

Alternatively, you can click this link for a faster way to contact our support: https://help.quickbooks.intuit.com/prechats/offerings/QBOP-CHAT/15024/view  

Please take note that it may take a few minutes to connect with our agents as we are receiving a high volume of calls and messages. 

If you're still unable to connect with our Chat support, I recommend performing some troubleshooting steps to isolate this case. 

The stored browser cache in your system could be the reason why you're unable to connect with our chat support. We can start by accessing your QBO account in a private browser. This mode doesn't save your searches, visited pages, log in details, and cookies. 

Here's are the shortcut keys:    

• Ctrl + Shift + P (Internet Explorer or Firefox)
• Command + Shift + N (Safari)
• Ctrl+ Shift + N (Google Chrome)   

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 you still encounter the same issue, you can use other supported browsers. It could be that the one you're currently using has a temporary issue with QBO. 

Please let me know how it goes by clicking the Reply button. I'm just one post away. Have a great day!

Let me refer you to my previous post (the one you read didn't read but replied copied/pasted to).   Please follow the step below in order to do so!

Steps for finding my previous post:

1. Scroll up

In response to your useless reply:

• You really don't need to provide steps on how to contact chat support when someone has already clearly stated that they've taken the necessary steps to no avail.
• No, my browsers cache/cookies are not simply preventing chat from working.  I've cleared ALL cached items and deleted ALL browsing history and stored information from websites.  It still doesn't work.
• No, a private browser will not change anything either.  We've tested in Chrome, Firefox, Edge, and Safari on multiple different networks and have removed/disabled ALL  internet security programs and still N-O-N-E of them work.
• Thanks for providing a screenshot of the form you fill out before clicking the submit button to start a chat support session.  How insightful!  Perhaps you should navigate yourself back to that screen and then attempt to fill out all those fields before clicking the submit button at the bottom.  (It's the GREEN button, FYI)
• On second thought, I'll save you the time and effort.  Here are two screenshots from earlier today (performed in two different browsers, both with cleared caches):

Incredible! Excellent chat support!

Wait a minute...why does it say "Timed Out" in the bottom-left corner?  Oh, that's right!  That's because it doesn't work.  

Desperately need a payroll session to pay employees

Thank you for joining the thread, @admin76.

Running payroll just takes a few clicks in QuickBooks Online (QBO). You need to have an active payroll subscription to run payroll for your employees. If you don't have any payroll service connected to your QBO account, then you can visit our payroll and pricing page to see and select the payroll you want to use.

For additional reference about running payroll in QBO, feel free to read these articles:

• Get started with Payroll
• Process or run payroll

You can also check out these articles for more in case you need tips and related links while working with QuickBooks or payroll in the future:

• Video tutorials for QuickBooks Online
• Help articles in QuickBooks Online

Post again if there's anything you need assistance with. I'm a post away to help. Have a good day!

Did you ever figure out how to get a live person on the phone or way to get help? I have been trying for two weeks and now even the chat option says its closed. Have a issue that needs a rep. badly.

Hi there, Concrete 101.

I know how relevant to get a live person on the phone or a way to get help to assist your concern right away. 

May I ask what is your specific concern so that I can assist you further and resolve your issue? Please know I'm always around to help with any QuickBooks issues you may be having.

Due to the ongoing pandemic, we have limited expert support staff and reduced our support hours to 6 AM-6 PM PT Monday-Friday. That's might be the reason every time you tried to contact them it says closed.

I suggest contacting them again from the support hours stated above. You'll also have the option to request a callback.

Here's how to contact them:

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

• Start a chat with a support expert.
• Get a callback from the next available expert.

7. Select how you want to contact them and fill in the information.

You can browse this article to learn more about the different types of support we offer at Intuit and its availability: Support hours and types.

Please refer to this article to see information on how to pay taxes directly to the federal and state agencies: Make payroll tax payments.

Let me know if you have other concerns related to QuickBooks. I'm just one post away. Have a great day!

I make mistake when I make checks in July and I has to fix it, can you help me with?

I'll make sure you're able to correct your July 2020 paychecks and keep your QuickBooks Online Payroll (QBOP) account updated, @Cruz3.

Here are some of the possible mistakes you've made with your July 2020 paychecks:

• Created a duplicate paycheck
• Entered the wrong info on a paycheck (such as hours, deductions, additions, or paycheck or pay period dates)
• Incorrect gross or net pay
• Wrong work locations

The July 2020 checks you want to fix is either created manually or through direct deposit (DD). When those paychecks are created manually, you can delete and then recreate them. This is because the system allows you to do so for checks of the current quarter.

On the other hand, once paychecks are created using DD, I'd recommend contacting our Payroll Support team. They can securely pull up your account and fix your July paychecks using the right tools.

Once done, you can pull up a payroll report to check the accuracy of your transactions. Select any of the reports available in QuickBooks by checking out this article: Run payroll reports. It contains the description of each report so you can choose the best one that can provide all the details you need.

After fixing the paychecks, you can file and pay your taxes for this quarter. For the step-by-step guide, you can check out this article's QuickBooks Online Payroll section: Pay and file payroll taxes online.

Please let me know if you have other concerns. I'm just around to help. Take care always.

i desparately need a call back, i cant access thru my software. been trying for days please help

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@hatchi, it's not a good idea to put your phone number on a world wide site, such as this one, where anyone can get it. 

No one here can or will call you back (Unless it's to scam you).  We don't have access to your account.  We are mostly just Intuit users, such as yourself. 

Try using the Test Drive to get the help you need from Intuit. Using this will help you get that callback. 

(AND PLEASE DELETE YOUR NUMBER OFF OF HERE)

https://quickbooks.intuit.com/learn-support/en-us/use-products-or-services/test-drive-quickbooks-onl...

Hi im Luis from Help Rebuilding Construction LLc. i Been charge for the amount of $507.18 for a payroll services, and i do not used a payroll services ,with not one please avoic a charge, e been trying to contact you to resolve this sistuation.

ACC. 8086

[removed]

waiting for a quick soluction

Luis 

Hi there, Luis.

I’d love to assist checking the charges into your account. However, since this is a public forum, I’m unable to provide details in regards to concerns related to billing and can't pull up your account in a secure environment.

Thus, I recommend reaching out to our Customer Care Team once more for assistance in verifying the charge. You can check out this link for ways on how to connect with us and our support hours: Contact QuickBooks products and services Support. 

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

I’m here to help if you need anything else. Have a fantastic day!