I noticed that sick pay is not accruing for Employee Retention credit hours and OT. Can someone help me fix that?

Hello, bwindegger.

I appreciate your time visiting us here.

Let's make sure that the sick pay is set up for your employee. You can find the instructions here: Set up and track time off in payroll.

If everything is set up correctly, then I recommend reaching out to our Payroll Support Team. They can pull up your account and review the paycheck to see why it's not accruing in the Employee Retention Credit.

Here's how:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and proceed with I still need a human.
3. Click the Contact us link.
4. Select either Messaging or Callback.

To learn more about Employee Retention Credit, you can read these articles: 

• How to calculate the Employee Retention Credit
• How to set up and track the Employee Retention Credit under the CARES Act

Please let me know if you have other questions or concerns with QuickBooks Online Payroll. I'll be around to help you out some more. Take care and stay safe!

Hi Jolyn,

Thank you your response. I have tried all day yesterday to get in touch with someone at QBO Payroll to help and got nowhere. My sick pay policy is setup and hasn't changed since I started recording worked hours in the ERC category. I have employee in ERC and others not in ERC. Sick pay accrue normally for those not in ERC and not any more for those in ERC. It looks like the system is not accounting for these hours for sick pay accrual. 

HI Jolyn,

I just talked to one of QBO Payroll expert who confirmed, after some tests, that the system doesn't accrue the ERC and ERC OT hours in the sick pay account of the employee. He had no estimated date for when the system will be fixed. So for the time being, we cannot rely on QBO to calculate correctly the sick pay of our employees! We don't know if the fix will correct the sick pay balance of the employees or if we have to do it manually for each employee. I would like to be able to trust a system we pay prime dollar for.

Hi,

I was told the QuickBooks was calculating as it should for ERC tracking and I would have to deal with PTO accruals manually. 

I'm also having issues and we could not get it to work properly.  I was told I would have to enter the employees as new on the 1st of the year and see if that would work.  What a joke.

I am having the same problem.  Quit working except for a new employee.  I was told I would have to enter everyone as a new employee at the 1st of the year.  What a joke!

Does anyone know if this has been resolved? We just started using QBO payroll, and we are experiencing the same problem that was present  two years ago.

Thank you.