W-4 Information is not saving. Specifically SS number and married status. Unable to pay new employee due to this severe bug. What magic do I have to work?

Thank you for posting here in the Community, @shaun14.

I’m here to make sure your payroll concern is taken care of. For me to provide the best solution, I need to gather more data about the issue.

Are you getting an error message during the process? Any additional information will help ensure a timely solution to this.

I've checked here, and we haven't received any similar reports from other users about the W-4 information. While waiting for the details, I suggest performing some basic troubleshooting steps to help isolate and fix the issue. 

We can start with signing into your account through an incognito window. It'll allow you to access QuickBooks without using cookies.

Here are the keyboard shortcuts to open a private browser:

• Google Chrome: press Ctrl + Shift + N
• Mozilla Firefox: press Ctrl + Shift + P
• Microsoft Edge: press Ctrl + Shift + P
• Safari: press Command + Shift +N

If it works, I suggest you proceed with clearing the cache. There are times too much data can accumulate over time and cause issues when using QuickBooks.

Regarding the support, we currently have limited staffing and reduced hour support hours due to COVID-19. You can visit the Support hours and types article for more information about this.

For additional reference, I've attached some articles you can use to learn more about how to edit employee, as well as some details about SSN :

• Add, edit, or inactivate an employee
• Why are my employees' Social Security Numbers (SSNs) masked?

Please know that I'll be here if you need assistance with anything else. Have a great weekend.

Aha! Incognito mode showed me what the issue was. After the update rolled out, I did not have a "Done" button, so I couldn't properly save the W-4. I assumed everything autosaved upon clicking the "x"/close button, because the "Done" button was missing. 

I have attached the screenshot without the done button. 

Glad to have you here in the Community, @shaun14.

I appreciate you for going through the steps provided by my colleague. Since the issue persists, let's check the browser's zoom settings to confirm if this is the reason why the Done button is missing.

To fix this, you can adjust your zoom settings by performing these keyboard shortcuts:

• Zoom Out - Ctrl and -
• Zoom Reset - Ctrl and 0

Once done, QuickBooks Online requires these settings to display all  pages properly.

• Screen resolution set to 1024x768 or higher
• Dots-per-inch (DPI) set to "Normal" or "100%"

For additional information on how to check a few things if part of the page in QuickBooks Online is cut off: Unable to see the entire page in QuickBooks Online.

Please know that we're always here to help if you have any other questions.

The same thing happens to me sometimes!  Some factors I've found:

- Using the QB online dedicated browser

- Having the browser maximized

- Leaving the browser open for a long period of time

For me, closing and reopening the QB browser fixes it temporarily, but the DONE button will eventually disappear again.  Annoying, but at least I know how to fix it.

QB - please add a dialog box when closing the employee screens using the X in the top right.  Something like "Do you want to save your changes?"

I am having the same issue and the answers giving for solving the problem did not work. Frustrating!

Thanks for telling us that you already followed the steps that were previously shared, Writer1247.

We definitely want to make sure that that the W4 details are saved so you can start paying the employee. In this case, we need to investigate this further to know why you're unable to save the information.

For us to do that, please reach out to our payroll support team via chat or phone call. They can screen-share with you to gather more details and make sure this is resolved.

Here's how to reach out to them: 

1. Click the Help menu in the upper-right hand corner of your QBO account.
2. Type in "Talk to a human" in the chatbox, then press Enter.
3. Select Get help from a human.
4. Click Chat with us or Have us call you.

Allow me to share these articles that can serve as additional guide after creating paychecks:

• Run Payroll Reports 
• Pay and File Payroll Taxes and Forms in Online Payroll 

Please know that you can always count on us if you need anything else. We'd be glad to guide you again.