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Neighbor254
Level 1

reactivate subscription alert

I keep seeing a red alert on my home page saying "reactivate subscription," even after going to Employees>My Payroll Service > Account/Billing.  I have called QB Payroll 6 times now and they have fixed it each time, and it is always a temporary fix.  This affects the payroll taxes taken out of paychecks, so it prevents me from writing paychecks correctly.   I am on Desktop Pro Plus 2019. 

 

 

Solved
Best answer May 06, 2020

Best Answers
Nickford0074
Level 1

reactivate subscription alert

I just finally got this fixed by calling payroll support. They had me do the following:

1. Go to the "help" tab.

2. Click "Update Quickbooks Desktop."

3. Click the "Options" tab.

4. Check "yes" under "Shared Download," then click "Save."

5. Then click on the "Update Now" tab then click on "Get Updates."

6. Restart Quickbooks (which I had to do a couple times because I messed it up.

 

This finally resolved the issue, when the other suggestions did not. I hope this helps if it hasn't already been mentioned. 

View solution in original post

JLSC
Level 2

reactivate subscription alert

Ultimately, these instructions are almost correct. 

On Item 5. Be sure to check the box on the screen the reads "RESET UPDATES", on the "UPDATE NOW" tab, then click on "GET UPDATES". 

This will force  QB to get all updates, as this issue is created when one of the updates fails, after subscription renewal. The QB software doesn't properly alert the user that something failed and they should perform a complete update by checking the "Reset Updates" box.

After all updates, close QB completely, and re-open.

Then, go to "Payroll Center", "Payroll Tab", and click the "Re-Activate" link.

It should then re-sync your account subscription, if everything on your account shows active.

 

This has been a tremendous waste of time and source of frustration. I hope what finally worked for me works for you. 

View solution in original post

JLSC
Level 2

reactivate subscription alert

I forgot to mention.....

Prior to clicking the "Reactivate..." link in payroll center, 

Click "Start Unscheduled Payroll", then click "Validate Subscription". This should perform the update and the link that said "Re-activate..." should change to "Manage Account" and the green check mark should appear by Enhanced payroll.

You can then just click "Finish Later" on the unscheduled payroll, and hopefully, go back to what you were doing, i.e. scheduled payroll.

 

Sorry for the multiple posts and missing info.

View solution in original post

55 Comments 55
wolwc
Level 1

reactivate subscription alert

How did they fix it and how did you contact payroll support?  I am experiencing the same issue but I have not found anything online and cannot reach anyone by phone.

JenoP
QuickBooks Team

reactivate subscription alert

Hi all!

 

The payroll alert message will show up if the automatic renewal wasn't successful. This can also happen if the system was not able to charge the monthly usage fee due to outdated billing information. 

 

You can follow these steps to contact our Payroll Support Team:

 

  1. Log in to QuickBooks.
  2. Go to the Help menu and select QuickBooks Help.
  3. Click Contact Us.

The Community is always here if you have other questions. 

Susanne1
Level 1

reactivate subscription alert

We are having the same exact problem. I need help! Who did you call?

Anonymous
Not applicable

reactivate subscription alert

Thanks for joining the conversation, @Susanne1,

 

Allow me to chime in and share some details about the reactivation alert on your QuickBooks homepage.

 

JenoP is correct. You can get subscription alerts when:

  • QuickBooks is not updated.
  • If the automatic renewal isn't successful, or the credit card or bank account on file is outdated.
  • Intuit is having trouble getting authorization with your payroll billing information.
  • You're using an incorrect Payroll tax table version.

To get past this, you can follow the steps provided by JenoP in his answer above. You can also verify the status of your payroll subscription through these steps:

  1. Go to the Employees tab.
  2. Choose My Payroll Service.
  3. Select Manage Service Key.
  4. In the Status column, verify if it says Active.
  5. You can also view your subscription status by pressing Ctrl + K on your keyboard.
  6. If the status says Active, click the Edit button.
  7. Click Next.
  8. Uncheck the Open Payroll Setup - I want to start right tick box.
  9. Click Finish.

 

If you're getting the same problem after following the recommended steps, it is best to get in touch with our Payroll Care Team. Here's how:

  1. On your QuickBooks Home Page, click the Help menu.
  2. Select QuickBooks Desktop Help.
  3. Hit the Contact us icon on the pop-up window.

That should connect you to our live support agents, @Susanne1. There they can check your account in a secure environment, and can help you identify what's causing this unexpected behavior in QuickBooks.

 

Please update me in how it goes. I'm here if you need further assistance with your QuickBooks account. Have a great day!

Melonie1
Level 1

reactivate subscription alert

Hello, I am having the exact same problem expressed in the messages associated with this. I have tried multiple times to update the card info and have repeatedly followed all the steps mentioned in previous comments but nothing seems to be working.

 

ShiellaGraceA
QuickBooks Team

reactivate subscription alert

Hi Melonie1,

 

Let me provide you some information and help you about the subscription alert.

 

If your subscription has expired and you need to update your payment information, please follow these steps:

  1. In the QuickBooks Payroll Center, click the Update Credit Card link.
  2. This will lead you to the QuickBooks Payroll Account Maintenance page.
  3. Log in to your Intuit Account. If you need assistance signing in, see Intuit Account login help for QuickBooks Payroll Account Maintenance page
  4. In the Service Information Section, click the Reactivate link.
  5. Review and update your payment information.
  6. Click Return to QuickBooks.

Please see attached screenshots below.

 

If you have an updated payment information, you need to download the latest payroll update. Here's how:

  1. Click Employees.
  2. Click Get Payroll Updates.
  3. Click the Download entire payroll update radio-button.
  4. Click Update.

Once done, check if you're still getting the alert again.

 

Please refer to this handy article about update or renew your subscription for more information.

 

I've also added our page about payroll and workers if you need some help articles for your future tasks.

 

We'll be around if you need help with anything else. Don't hesitate to reach out.

 

FrustratedinCT
Level 2

reactivate subscription alert

I'm also having the same issue and after 3 hours with "tech support", I STILL have the same issue!
My subscription is current, credit card information correct, says my payroll subscription is active, payment went through, yet when I go to do payroll, is tells me to "reactivate".
I cannot process payroll! 

AlexV
QuickBooks Team

reactivate subscription alert

Hi there, 

 

It's best to reach out to our Customer Support Team since you've been able to verify that your payroll subscription is active. They can check why you're still unable to run payroll so they can fix it as soon as possible.

  1. Go to Help menu and select QuickBooks Desktop Help.
  2. Click on Contact us and enter Subscription in the question field.
  3. Choose either Start a message or Get a callback.

Please keep your posts coming if you need further assistance. I'm always here to help.

JenaL
Level 1

reactivate subscription alert

This is inaccurate information. I have called multiple times  and spent multiple hours on this issue and it has not been resolved by customer support team. This time they just went to the Quickbooks support page as I am doing now. Our issue is still unresolved and I cannot process payroll. 

ChristieAnn
QuickBooks Team

reactivate subscription alert

Hi there, JenaL.

 

I see you've been in contact with us multiple times to get this issue fixed. Please know that we are taking all possible measures to identify the cause and come up with the solution.

 

For now, I suggest contacting our QuickBooks Support Team again. They have the necessary tools to review your account set up and verify why the issue still persists so you can process your payroll.

 

Please check these articles to see the Payroll Service Comparison Table and how to create and send direct deposit paychecks to your employees:

 

 

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Integritas
Level 1

reactivate subscription alert

Exact same issue for me as of Saturday.  The only thing I can add is that my credit card on file expired, so the monthly payroll usage fee could not be charged.  I updated the information, they charged me, and I have not been able to "reactivate subscription" since.  

JasroV
QuickBooks Team

reactivate subscription alert

Hello there, @Integritas.

 

Let me route to the best support available so this gets addressed right away. I recommend contacting our payroll support team.

 

From there, they can look up your account and help you reactivating your payroll service. Here's how to contact them in your QuickBooks Dekstop (QBDT):

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. Click Contact us and enter a keyword of your concern.
  4. Choose your preferred way to get in touch with them either Start a message or Get a callback.

I've also added this article for additional reference in renewing your subscription.

 

In case you want to learn some tips on managing your QBDT software, visit our Help articles page for reference.

 

Don't hesitate to leave a comment below if you have other concerns or questions. I'm always here to help. Take care!

PDS-Rhonda
Level 1

reactivate subscription alert

Our bank account was debuted and I still get the reactivate Your account messsge.  Very frustrated as I go in to do that (again) each time and it’s already valid showing  1/13/2021 as expectation date.  It’s also messing with not accessing 941 form, etc. we have premier 2019 with enhanced payroll.  Any advise is appreciated.

Emily M
QuickBooks Team

reactivate subscription alert

Thanks for joining the thread, @PDS-Rhonda.

 

I’m happy to lend you in the right direction when receiving the error reactivate your account. There are a few reasons as to why you’re still getting the error message after updating your card information.

 

  • QuickBooks is not updated.
  • If the automatic renewal isn't successful, or the credit card or bank account on file is outdated.
  • Intuit is having trouble getting authorization with your payroll billing information.
  • You're using an incorrect Payroll tax table version.

 

You may verify the status of your payroll subscription through the steps provided below:

 

  1. Go to the Employees tab.
  2. Click My Payroll Service.
  3. Find Manage Service Key.
  4. In the Status column, verify if it says Active.
  5. You can also view your subscription status by pressing Ctrl + K on your keyboard.
  6. If the status says Active, pick the Edit button.
  7. Push Next.
  8. Uncheck the Open Payroll Setup - I want to start the right tick box.
  9. Select Finish.

 

Check out this article about Updating or Renewing your Subscription

 

If you’re still getting the same problem after doing the recommended steps, I’d suggest getting in touch with our Payroll Support Team. 

 

Let me guide you:

  1. Log in to QuickBooks.
  2. Go to the Help menu and select QuickBooks Help.
  3. Click Contact Us.

 

Please let me know if there’s anything else I can help with. I hope you have a great rest of your day.

PDS-Rhonda
Level 1

reactivate subscription alert

Thank you Emily, 

I followed the instructions you gave and we still have the same problem.  The payroll problem has occurred since we renewed payroll subscription on 1/13/20. However, to pile on, we tried the condense data (customers) utility on 1/22/2020 which did not work and prompted a rebuild which had errors.  Again, PY problem occurring before this, but wanted to mention it.   

lba cutting
Level 2

reactivate subscription alert

After doing this step, do we need to go back in and recheck the box?

Uncheck the Open Payroll Setup - I want to start right tick box.

ToddSanders41
Level 1

reactivate subscription alert

Have you found a fix?  I am having the same problem.  There wasn't any problem with my card and my bank account was charged, all good.  I have called support a number of times with only temporary fixes.  As soon as you log out an log back same problem.  This is very frustrating!!! 

Cotullacowboy
Level 1

reactivate subscription alert

I too am having this same issue and when I called support the rep was trying to charge me $149 to reinstall. Is this normal? My account says active and credit card has been charged.

Jovychris_A
QuickBooks Team

reactivate subscription alert

Thanks for posting to the Community, @Cotullacowboy.

 

As I've checked there, you're charged for the one-time support plan and 90-day support plan that costs $59.95 and $89.95 respectively.

Reinstalling the product in QBDT isn't chargeable if you're using the supported plan in Quickbooks. You can refer to this article for the standard charges in care plan billing options: Care Plans for QuickBooks Desktop Pro, Premier, and Mac.

 

For more information about associated fees or charges regardless of product for currently supported products only per our Service Discontinuation Policy, refer to this article: Intuit QuickBooks Desktop & Point-of-Sale software support policies. You can also check here the support options/support plans in QBDT.

You can check this article for more details: Change QuickBooks license and product number without uninstalling or reinstalling the program. There you can edit the qbregistration.dat file without uninstalling and reinstalling the program.

 

Keep me notified by leaving your message through this post if you have follow-up questions. I'll be happy to help. Have a good one!

dzrtcwgrl
Level 1

reactivate subscription alert

I work for different companies and and I am having the same problem with both companies. We run QuickBooks payroll enhanced for both companies, our credit card information is correct. We have updated and have the current version and tax tables. Our payroll is marked active in our account area, payroll area, payroll keys etc., and we are still unable to process payroll correctly. I had to manually enter the deductions for payroll taxes. This is very frustrating.

JaneD
Moderator

reactivate subscription alert

Hi dzrtcwgrl,

 

QuickBooks calculates your payroll taxes automatically and identifies taxes that weren't taken out from your previous payroll cycle. 

 

You might want to revalidate the payroll service key within the software. This helps verify your QuickBooks Desktop Payroll subscription.

 

  1. Go to Employees and hover your mouse to My Payroll Service.
  2. Choose Manage Service Key.
  3. Click on Edit and select Next.
  4. Uncheck the Open Payroll Setup box.
  5. Click on Finish.

Then, run a dummy payroll and make sure to revert pending paychecks.

 

Otherwise, pull up the Payroll Detail Review report to see the detailed information on how QuickBooks calculates tax amounts on employee paychecks and in year-to-date transactions.

 

  1. Go to Reports.
  2. Select Employees & Payroll and choose Payroll Detail Review.
  3. Set the date.
  4. Click on the Customize button and go to Filters.
  5. Enter Payroll Item in the search field under Choose Filter
  6. Click on the All payroll items (exc. DD) drop-down arrow and select Multiple payroll items.
  7. Mark to select Medicare (Company Employee) and Social Security (Company Employee). Then, click on OK.
  8. In the Modify Report: Payroll Item Detail window, click on OK.
  9. Click on the Total By drop-down arrow and choose Employee

Now, multiply the employee's total Wage Base by the Medicare and Social Security rates. Then, verify your calculated amount if it matches in the Amount column on the report. 

 

If it shows an incorrect calculation, you'll have to correct the employee's quarter or year-to-date total by entering a liability adjustment in QuickBooks. 

 

Please keep us posted on how things go. We're here to help.

The Poolman
Level 2

reactivate subscription alert

We just had the same issue. We did a chat with QuickBooks support and it is fixed now. They said it had to do with Microsoft update. I gave the customer service tech access to our computer and he removed a file from the batch sector of QuickBooks and we ran payroll updates restarted QuickBooks and it is fixed.

Hope this helps.

Laura C
Level 1

reactivate subscription alert

Can someone clarify this.... I have several clients on 2018 that are getting this message.... upgrading to QB 2019 solves it but I cannot tell everybody to upgrade....

BettyJaneB
QuickBooks Team

reactivate subscription alert

Thanks for joining us here in the Community, @Laura C.

 

You've got me here to provide some clarifications about the reactivate subscription alert that's showing up in QuickBooks Desktop. This payroll alert usually occurs when the automatic renewal isn't successful, or the subscription has been suspended.

 

However, we currently have an ongoing issue wherein the alert is appearing up on the screen even if the subscription is active. Our engineers are now working to identify the root cause of this matter so they can apply a permanent resolution.

 

For now it's recommended to run the payroll update or validate your service key every 45 days so your payroll will stay up to date.

 

On the other hand, I also suggest getting in touch with our Customer Care Team. This way, you'll be added to the list of the affected users and be able to receive updates about this issue once they are made available.

 

To reach them:

  1. Go to the Help menu.
  2. Choose QuickBooks Desktop Help.
  3. Tap the Contact us button. 

I'm also adding here some links about reverting paychecks and adjusting payroll liabilities that you can use in case you have paychecks with no tax calculations:

If there's anything else that you need, let me know. I'll make sure you're all set. Take care, Laura.

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