QBO Payroll problem

Let me help with your payroll concern, Zbates.

We’ll have to review the employees’ pay types and make sure each one is set up correctly. This way, the correct working hours will show on the Run Payroll screen.

Before proceeding, allow me to share some information about processing payroll. When creating paychecks, you still have to manually input the overtime hours.

Let’s go to the Employees Center to check the payroll items. We’ll have to perform this process one at a time for the affected workers.

I’m here to guide and make sure you can do this process with just a few clicks. Here’s how:

1. In QuickBooks Online (QBO), tap the Payroll menu on the left panel and choose Employees.
2. This will open a page that lists all workers added to the company.
3. Next, click the employee’s name you’re working on to see more details.
4. Go to the Employee details tab and click the Pencil icon for Pay.
5. In How much do you pay (employee)? section, press the Pencil icon to open the Pay types window.
6. From there, check the payroll items assigned to the worker.
7. If it’s not set up correctly, update the information and tap the Save button to apply the changes.

Then, try to run payroll. If you continue to get the same result, let’s do some basic troubleshooting steps. This is to check if your browser’s webpage is preventing the correct working hours to show up.

Here are the shortcut keys for each browser:

• Press Ctrl + Shift + N (Google Chrome or Edge).
• Press Ctrl + Shift + P (Mozilla Firefox).
• Press Command + Shift + N (Safari).

If this works in a private window, switch back to your normal browser to clear the cache.  This can help enhance your overall browsing experience. Otherwise, use a supported browser and create paychecks from there.

If none of these suggestions work, I recommend reaching out to our Payroll Support Team. One of our specialists will do a thorough investigation into this unusual behavior.  

Tap here to get contact information. Then click the QuickBooks Online Payroll link for the complete details. Also, choose your payroll version from the list to ensure you’re routed to the right support.

For additional resources, this article contains resources that will efficiently guide you on how to perform any payroll tasks: QBO Payroll. The topics include taxes, forms, manage employees’ information, to name a few.

Don’t hesitate to add a comment if you still have questions about managing payroll. I’m more than happy to answer them for you. Have a good one.