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Level 1

Why is my payroll locked out?

1 Comment 1
Ashley H
QuickBooks Team

Why is my payroll locked out?

Let's get you back into your payroll, @eflatgard.


Two reasons come to mind of why you're locked out of your account. You either need to update your billing information for your payroll subscription or you've exceeded the number of password attempts when logging in. No worries, we're going to get to the bottom of this.


First, we can start by checking your billing information. Here's how you can do this in three easy steps:


  1. Go to the Gear icon at the top-right of your QuickBooks Online account, then select Account and Settings.
  2. Navigate to the Billing and Subscription tab.
  3. Review your payroll subscription.


You can refer to this Community article for more information about your billing and subscription for QuickBooks Online products: Update your billing and subscription info in QuickBooks Online.


Next, if you don't see anything wrong or different from your billing, then we can reset your password for your account. If you follow this link, then it will guide you through the process of resetting your login credentials: Reset your password or recover your user ID.


Additionally, we can perform some troubleshooting to see if this is a browser-related issue. You can do this by opening a private or incognito window in your web browser. This will open your account in a clean slate and loads fresh data. Here's how:


  • Mozilla Firefox / Internet Explorer: Press CTRL Shift P
  • Safari: Press Command Shift N
  • Google Chrome: Press CTRL Shift N


Once you're in the private or incognito window, sign in to your QuickBooks Online account and try to work with your payroll. If it works, you can go back to your original browser and clear the cache. Alternatively, you can use other compatible browsers.


Let me know how this goes for you! If the issue persists or you'd like further assistance, please don't hesitate and reach back out to me.

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