I'm trying to update our Unemployment Insurance rate for 2020 but do not have a State Tax line under Payroll Settings. The chat reps gave me bad info. No email address!

@SophiaAnnL Please help!!!  

Hey there, @cam6.

Thanks for reaching out. I'm happy to provide some assistance with updating the unemployment insurance rate for 2020.

For QuickBooks Online Payroll:

1. Select the Gear icon at the top.
2. Under Your Company, click Payroll Settings.
3. Choose State Tax.
4. Scroll down to the State Unemployment Insurance (SUI) Setup section.
5. Select Change or Add new rate.
6. Refer to your notice from your state and enter your new rate. If the rate is provided as a decimal, you must enter it as a percentage. (For example, enter 3.4% not .034).
7. Enter the Effective Date provided in the notice from your state.
8. Click OK.

If changing or deleting a rate has caused a tax over-payment (indicated by a negative amount of tax owed), please contact your state's unemployment division to confirm that the tax was indeed overpaid, and whether they would like you to apply the credit to future debt, or take a refund. Once you have spoken with your state, please contact our Customer Support for assistance reconciling the credit.

For more details, check out Enter or change state unemployment insurance (SUI) tax rate.

If you have further questions, please feel free to drop a line. Have a wonderful weekend.

Hi @Tori B Thank you for your reply.  However, in my QBO the options do not reflect your directions.  There is no "State Tax" options in the Payroll Settings menu.  See screenshot.  Those are the only things that come up when I click Gear Icon - Your Company - Payroll Settings.  Please advise how to fix.

I appreciate you following up and providing a screenshot, @cam6. 

To ensure that I provide you the best information, could you please let me know what version of payroll that you're using? For example, it would be helpful to know if you're using Enhanced or Core or Full Service. Some of the options can vary based on the product, and I want to ensure that you get the right resolution.

I'll be keeping an eye out for your response and look forward to getting the rate updated. 

@David-212915 @Tori B Thank you for your reply.  We use QuickBooks Self Service Payroll through our QuickBooks Online account.

You're most welcome, @cam6.

Thanks for clarifying that information as well. 

The instructions above are for Enhanced payroll, which has some different options than the ones you're seeing. To update the SUI rate, you'll need to reach out to Payroll Support by phone or chat, since they can securely pull up your account and have tools to assist with modifying the rate. Here's how you can reach them:

1. Click the Help icon in the upper right of the screen.
2. Select Contact US on the pop-up. 
3. Enter what you're needing assistance with in the How can we help? field and choose Continue. 
4. Click Get a callback.
5. Enter your contact information.
6. Select Call me.

Please feel free to post an update as I want to ensure this gets taken care of for you. Wishing you well. 

@David-212915 

So that's absolutely not what happened in my experience. I spent a considerable amount of time on chat (and now on these boards) trying to get this solved and they told me they couldn't fix it.  I fear I'll have the same problem if I call in.  I feel like I've been very clear about this from the beginning and I don't understand why I keep getting shuffled from department to department. I pay a lot of money for this service - it shouldn't be this hard under any circumstances.  I am very frustrated and am regretting re-committing to QBO for another year. 

This isn't the kind of experience we want you to have, @cam6.

Also, I understand the impact of any delay in resolving this ongoing issue with your SUI rate. That being said, let me guide you to the best available support.

The Community is a public forum and I don't have the right tools to look up your account securely, I'd recommend contacting our Payroll Support Team for QuickBooks Online Stand-Alone version. An agent will be able to further check on the root cause of this unexpected behavior. Also, they can further assist you with the process of updating your SUI rates.

Feel free to get back to us if you have other questions about updating your payroll-related information.

I have the same issue; The other day I was on the phone for a few hours, spoke to probably 5 people who were all useless in their own ways.

Of course I don't have a resolution to this yet; I guess I'll to call 5-10 more times.

Please know that this isn't the type of service we want you to experience, @patcom5085.

We can't pull up customer's accounts in the Community or verify personal information for security reasons. I suggest contacting again to our QuickBooks support team. They can securely pull up your account and have tools to assist you in modifying your SUI rate.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
3. Select Contact Us to connect with a live support agent.

If you need anything else, please let me know. Thanks for dropping by.

I've had the same problem and found that the recommended call through the contact us method takes a little time, but does get the rates updated.  I am using full service payroll.  Actually, I'm on hold with them right now completing the process for 2021's new rates.