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Level 1

'Run payroll' doesn't work

I'm not sure what happened with the migration of payroll from Intuit Full Service to QB online payroll, but now I am unable to run payroll. Does anyone else have this issue? All my employee information and past paychecks  etc have transferred over but I cannot run payroll as scheduled. Its been a week and all I get from support is that they are working on it. 


3 Comments 3
QuickBooks Team

'Run payroll' doesn't work

I'll make sure that you can pay your employees, A715.


It's could be that the accumulated cache in the browser is preventing you from running your payrolls. To isolate the issue, you can perform some basic troubleshooting steps.


You may start by accessing your QuickBooks account in a private or incognito window. This mode doesn't save web searches and cookies. Feel free to uses these shortcut keys:


  • Ctrl Shift for Google Chrome
  • Ctrl Shift for Firefox & Microsoft Edge
  • Command Shift for Safari

Once you're in, try processing your payroll again. If it's now working well, go back to your regular browser and then clear its cache to delete the accumulated junk files. Switching to other supported browsers can also help fix this issue.


However, if the issue persists, I'd recommend getting in touch with our technical supports. This way, we'll be able to pull up your account in a safe environment. Then, check the status of your previous case and investigate this issue again. Here's how:


  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

In addition, here's an article that you can read to help track where your business stands in terms of payroll and employee expenses: Run payroll reports.


I'm still here if you need more help in dealing with your other payroll tasks. Have a great rest of the day.

Level 1

'Run payroll' doesn't work

what is the phone number to actually speak to a person about not being able to run payroll?

QuickBooks Team

'Run payroll' doesn't work

Hi, @awatson1.


It's my priority to help you with running payroll in QuickBooks Online (QBO).


Our Support Team has an updated way of reaching out to them. A phone number is no longer displayed on any pages or websites. However, you can reach out to them through your QBO account.


Here's how:


  1. Sign in to your QuickBooks Online company.
  2. Go to the Help menu.
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with support:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.


Alternatively, you can chat representative directly from this link: QBO Chart Support.


On the other hand, may I know the specific error you had when trying to run payroll? This way, I can gather enough resources and look for open investigations.


Moreover, here are some of your tips about running payroll in QBO: Help on common payroll topics.


Let me know how else I can help you with running payroll or connecting support. I'm more than happy to help. Have a good one!

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