Workforce app lists additions as deductions

RE: [I have attempted contacting support. I won't even try to describe what that has been like. Suffice it to say... those are wasted hours of my life I will never get back.] 

Your experience is more or less universal when it comes to Intuit support.

Thank you for bringing this up in the QuickBooks Community, @budgie315.

The payroll item set up in your account maybe incorrect. This is why the non-taxable additions appear under the Deductions list and show in your employee's paystub.
 

Since you're using QuickBooks Desktop Assisted Payroll, I'd recommend getting in touch with our phone or chat support. They can help you in reviewing your payroll item and update it to fix the issue. Here's how to connect with them:

1. Go to the Help icon and select QuickBooks Desktop Help.
2. Select Contact Us.
3. Give a brief description of your issue, then select Continue.
4. We’ll provide you a few support options. Select which one is best for you.

Please check out our support hours to ensure that we address your concerns on time.

Additionally, I'll send feedback to our managers about your previous phone experience. This way, we can provide you a better service when handling your concerns. 
 

Should you have any follow-up questions or concerns, don't hesitate to post again here in the Community or leave a comment on this thread. Take care and have a good one. 

My payroll items are set up correctly - I am quite confident of that. The amounts are getting added to net pay, not deducted, as evidenced by the accurate paystub generated directly from Quickbooks.

Quickbooks paystub:

Vs. Workforce app paystub:

I may reach out to support again at some point when I'm not so annoyed by my last experience.

Hello there, budgie315.

Thank you for reaching out to us with your concern about your payroll. Since your payroll is set up correctly and you're still getting incorrect amounts, I'd recommend you contact our Payroll Support as they will be able to investigate further with your account.

Here's how:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us:
   • Post a question and get an answer from experts and other customers.
   • Start messaging with a support expert.
   • Get a callback from an expert (availability may be limited).

You can also check on how to set up payroll taxes in the QuickBooks Desktop Payroll setup wizard

Feel free to reach back out to me if I can be of more help with your payroll concerns. I'll make sure to get back to you as soon as I can.

Payroll support cannot assist with this issue.

• I have verified that our payroll items are set up correctly
• Contacted 3 different payroll support people, requested a call back from a payroll support supervisor who I have been notified cannot troubleshoot the issue because they are payroll and this is a "workforce" issue
• Workforce cannot be reached by phone, only by chat
• I have reached out by chat and been hung up on before the call even started
• Now, that I have finally gotten ahold of someone by chat. They do not believe that the payroll items are set up correctly although it has been confirmed. They do not have a solution, they will reach out to the back-end team and put in a ticket. and I should get updates..
• The workforce rep is recommending that we send out pay stubs to the employees manually... So what is the point of workforce then??

Thank you for joining this thread, lcarnel1.

I appreciate you for letting us know the result after contacting our Payroll Support Team about the issue. This will give us a clearer view of what’s happening to your Workforce account. Let me provide clarifications about the information shared by our agents.

I know how important it is for you to be able to automatically send pay stubs to your workers. This can help save your business time. The information shared by our representative is an alternative solution to ensure accurate data on the employees’ paystubs.

Since the payroll items are set up correctly, they’ll have to investigate why non-taxable additions appear under the deduction list. That’s why our specialists have to reach out to our back-end team and create a ticket on this issue. You’ll receive email updates once more information is available about the investigation. To reach them, click here to chat with our Payroll Support Team.

You can bookmark the links below in your browser for additional resources. These articles provide detailed information about QuickBooks Workforce. You’ll also get answers to frequently asked questions about the feature and solutions to fix any issues.

• View your paychecks and W-2s in QuickBooks Workforce
• Invite your employees to QuickBooks Workforce to see pay stubs, W-2s and more

Drop a comment below if you have additional questions about sending pay stubs via Workforce. I’ll be glad to lend a helping hand. Have a good one and stay safe.

I understand why someone in the back-end team needs to be contacted, what I don't understand is why I had to be transferred to 3 different departments to get that result. Which in the end resulted in wasting half of my day. I already had this thread found before I started reaching out to QB payroll, there are no results or solutions posted in this thread other than to reach out to QB Payroll who is not the correct point of contact. This leaves me to believe that this issue has not been fixed for others. I do not appreciate being sent on a wild goose chase for assistance that I cannot actually reach. 

Is there a fix in the works? It is now the end of July and no new information on this problem.

I know that this hasn't been easy for you, @ABarry. 

I understand how important time is. Thus, it's really convenient to have the pay stubs function properly. Rest assured that I’m here to help you in a more timely and efficient manner.

Since this involves payroll information, I recommend reaching out to our Support Team. One of our representatives will pull up your account and investigate why non-taxable additions shows under the deduction list.

Here’s how:

1. Within your QuickBooks Company file, select QuickBooks Desktop Help from the Help menu. 
2. You can also press F1 on your keyboard to bring up the same Help panel. 
3.  Give a brief description of your issue.
4. Click Continue.

As mentioned above, our representatives are working on to create a ticket for this issue. Rest assured that you’ll get updates after you’ve reached them. Please also take note of our support hours so we can address your payroll concerns timely.

You’ll want to learn more about Workforce, along with the frequently asked questions about the feature and solutions to fix any issues:

• View your paychecks and W-2s in QuickBooks Workforce
• Invite your employees to QuickBooks Workforce to see pay stubs, W-2s and more

Feel free to let me know if you have any concerns when running payroll or managing employees. I'll always be right here to help. Take care.