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HHSSam
Level 2

Unable to see payroll in Workforce

One of my employees is unable to see his payroll information in Workforce. It seems he is able to log in but he gets a message that says "We weren't able to show your payroll info" and "refreshing your screen often fixes the problem." (I attached a screen shot.) We've refreshed many times, logged out and in several times and no changed. I logged into my own Workforce and had no issues. What else can be done so my employee can view his paystubs? He seems to be the only one having this problem.

22 Comments 22
Maybelle_S
QuickBooks Team

Unable to see payroll in Workforce

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

 

The unusual behavior that your employee is experiencing right now is usually caused by the browser's cache. To clear this out, I suggest letting the employee perform a few basic troubleshooting steps.

 

Let's open QuickBooks Workforce using an incognito or private browser to see if your employee can log in from there and view the paycheck. This mode will prevent browsing history from being stored.

 

The following are the shortcut keys you can use:

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

If this works, let's clear the cache and cookies of your browser. If not, you can use another supported browser. Possible that your current browser may have a temporary issue with QuickBooks.

 

Take note that when logging in to workforce.intuit.com QuickBooks Workforce runs smoothly on the latest versions of Chrome, Firefox, and Safari (for Mac).

 

Please check this article for more details about accessing paycheck using QuickBooks Workforce: QuickBooks Workforce: Access your paychecks and W-2’s online.

 

Let me know if there's anything else I can do to help you succeed with QuickBooks.​​

HHSSam
Level 2

Unable to see payroll in Workforce

We have tried 2 different computers and 2 different browsers and we get the same error. None of the other employees have issues accessing their pay stubs. What else can be done? 

MaryLurleenM
Moderator

Unable to see payroll in Workforce

Let's do this another troubleshooting, HHSSam.

 

To help your employees view their paychecks, let's perform the following troubleshooting steps below:

  1. To start, you have to re-invite the employees. Before that, ensure your QuickBooks Desktop is updated to the latest release and have the latest payroll tax table.
  2. Once done, log in as an administrator.
  3. Then, go to the Employees menu.
  4. Select Manage Payroll Cloud Services
  5. Under QuickBooks Workforce, toggle the status to ON
  6. Choose Invite Employees.
  7. Pick the employees you need to give access to, then add their email addresses. 
  8. Hit Send Invite.

Once done, proceed to the What's next section of this link: Set up QuickBooks Workforce for your QuickBooks Desktop. This includes steps on how your employees can access their W-2 by signing in with their Workforce account.

 

Please tag me anytime for updates on how it goes. I'll be right here to assist you further.

Erickopp
Level 1

Unable to see payroll in Workforce

Unable to see payroll information restarted phone re-downloaded app refresh screen still unable to see payroll information 3 days in a row now

LeizylM
QuickBooks Team

Unable to see payroll in Workforce

I appreciate you for doing some initial troubleshooting steps to get rid of the error,Erickopp. 

 

After researching further, I've found that this is currently under investigation by our product engineering team. Rest assured, they're working hard to get a resolution as soon as possible.

 

Let me guide you through the given workaround by our engineering team. 

 

  1. Get a new email invite from the employer.
  2. Click on the Get access to paychecks button.
  3. Sign In with the email address/username and password.
  4. Enter existing username and password.
  5. Able to log in but nothing happens. Might also get a variety of error messages.

 

If the issue persists, I recommend contacting our technical support team to be added to the list of affected users. This way, you'll receive email updates and be notified when a resolution has been posted.

 

Here's how to contact them: 

  1. Click the Help menu in the upper-right-hand corner.
  2. Type in "Talk to a human", then press Enter.
  3. Look for I still need a human and click on it.
  4. Click Get help from a human or Contact Support Team.
  5. Select between Send a messageSchedule an appointment, or Get a callback.

 

You can also review our support hours to make sure we can assist you immediately.

 

Check out these links below about changing QuickBooks credentials and other relevant matters. 

 

 

We appreciate your patience while we are figuring a way to have this matter fixed. Keep safe!

ClemonsEnterprise
Level 1

Unable to see payroll in Workforce

When do you expect a resolution on this issue at today id 09/30/2021 and I have an employee with the same problem and have spent TOO MUCH TIME trying to resolve.

Tori B
QuickBooks Team

Unable to see payroll in Workforce

Hey there, @ClemonsEnterprise

 

Thank you for your continued patience. 

 

As of now, the investigation (INV-44024) is still open. Please know that our engineers are working to get this matter resolved as soon as possible. I've included some new updated workarounds below that you can try out in the meantime. 

 

  • Please do not use Internet Explorer, if using Internet Explorer, try a different browser as it is not supported. 
  • Ensure there are no special characters in the employee's name. For example ('*!@).

Give these steps a try along with the steps my colleague has provided above. 

 

I encourage you to connect with our Support Team, so you can be included on the investigation. This way, you'll receive updates and will be notified once it has been resolved. 

 

Again, thank you for your continued patience, @ClemonsEnterprise. I hope you have a great day ahead. You certainly deserve it!

Lukedougherty78
Level 1

Unable to see payroll in Workforce

Trying to access my paystubs, I was able to previously but now I can't access ANY of my paystubs. I get a "we weren't able to show your payroll info" refreshing does NOT fix it, I've cleared my internet cache, went into incognito still nothing. I absolutely NEED my paystubs as I need to submit them to my WC worker tomorrow.

Rubielyn_J
QuickBooks Team

Unable to see payroll in Workforce

I appreciate you for bringing this to our attention, @Lukedougherty78.

 

As mentioned by my colleagues above, there is an open investigation about employees being unable to access paystubs and getting an error. 

 

That being said, I'd like to make it up to you by making sure you can get the payroll info in your account by following the suggested alternatives by @LeizylM and @Tori B.

 

Also, I recommend contacting our support team. This way, you'll be notified once it is fixed. In addition, they have the tools to check your account in a safe environment and walk you through the workaround. 

 

Here's how to reach them:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to the Help (?) menu.
  3. Select the Assistant tab.
  4. Click the Talk to a human option.

  5. Select Get help from a human.

  6. Click either Chat with us or Have us call you button.

 

I've got this handy article about viewing your paychecks and W-2s online in QuickBooks Workforce for more details. Also, you can read our page to get answers to common QuickBooks Workforce questions.

 

Feel at ease to let me know if you have other questions about processing your payroll transactions. I'll be happy to help you again. Keep safe!

DAC5
Level 1

Unable to see payroll in Workforce

I'm having the same problem. It has been under investigation for over a year. This thread is a more complete and fresher accounting of the issue:

https://quickbooks.intuit.com/learn-support/en-us/employees-and-payroll/employee-is-seeing-we-weren-...

DivinaMercy_N
Moderator

Unable to see payroll in Workforce

I want to ensure this will be taken care of, @DAC5.

 

The issue about employees being unable to view payroll information when first time accepting QuickBooks Workforce invite is still in progress. In the meantime, you can perform the following recommended workaround to isolate the issue:

 

  • Make sure that the employee's name doesn't have any special characters.
  • Ensure that the employee is not an admin of the company realm. If so, the employee have to use a different e-mail address for Workforce.
  • Use another supported browser to open the invite. If the invite was expired, request a new one from the employer.
  • The employer can also resend the invitation to a different email address.

 

Changing the Username and creating a new Intuit account for the same email, can also fix the issue. Let me guide you how:

  1. Head to the https://accounts.intuit.com site.
  2. Log in using your existing username and password.
  3. Then, navigate to the username field and click Edit.
  4. Next, change it to a different username (must not be a full email address).
  5. Once done, open email invite.
  6. Then, create an account using the email address as username.

 

If the above workaround does not work for you, I highly recommend reaching out to our Payroll support team. This way, they can add your account to the investigation so you'll receive updates about this via email. 

 

Pulling up payroll reports in QuickBooks Online (QBO) is a breeze. This will help you get a summary of your employee details, company information, and business finances.

 

If you have any other concerns about viewing payroll information in QuickBooks Workforce, please add your reply below. I'm always around and happy to assist you. Have a good one.

     
Benjamin Dunning
Level 1

Unable to see payroll in Workforce

I am having problems seeing my pay stub. Getting the message about not being recognized as a "company" The Company is Denver Homeless Out Loud

I am Benjmain Dunning        [email address removed]

I have wound up changing my password a couple of times in the process of trying to access my 

paycheck.  Could use some help in sorting things out. 

 

 

cbarth1
Level 1

Unable to see payroll in Workforce

I am also having this issue. I tried clearing my browsing data history. tried on safari, and google chrome in both regular and incognito tabs. no matter what i do i can’t get past the error message “we weren’t able to show your payroll info.” refreshing does not solve the issue either. tried on both mobile and desktop browsers. i need to access my paystubs. please help. it seems this problem has been going on for over two years

MichelleBh
Moderator

Unable to see payroll in Workforce

I won't rest until this is taken care of, @cbarth1

 

I understand the importance of checking paychecks regularly. I can see the urgency of getting this resolved. I'll ensure that you can review your salary details at the soonest moment. 

 

The troubleshooting steps you've performed are good actions to fix the error. I appreciate you for doing that. We have reported an issue about this. Our engineers are continuously working to have a permanent resolution.  Don't worry, we can try the workaround given by the engineering team. 

 

To begin, let your employer modify it by following the steps below: 

 

  1. Go to https://accounts.intuit.com or click the Company name. 
  2. Tap Manage your Intuit Account and sign in using your existing credentials. 
  3. Choose the Sign In & Security tab on the left side. 
  4. Enter a unique name and email address. 
  5. Resend an invite and follow the onscreen instructions. 

 

Once done, open the email and re-create another account using the new information. Check out this article: Set up your QuickBooks Workforce account.

 

If the problem continues, I'd recommend letting your employer resend the invitation to a different email address (brand new).

 

If the error persists, I'd advise chatting our QuickBooks Workforce support. They're going to add you to the affected users so that you'll be notified if there are any updates. They're available Monday through Friday from 6:00 AM to 6:00 PM PST.

 

I'd also encourage you to visit these articles about changing QuickBooks credentials and other relevant matters. 

 

 

If you ever find yourself in need of further assistance, do not hesitate to contact me. I'll do my best to give support and get you back on track. Take care, cbarth1.

JasonConnectionsShelter
Level 1

Unable to see payroll in Workforce

I hope you are faring well as you approach two years without rest trying to resolve this issue that is still occurring. I hope you have better fixes than “dump your account credentials and start over” after all this time. I haven’t been able to see my payroll data for months due to this issue.

Adrian_A
Moderator

Unable to see payroll in Workforce

Hi Jason,

 

I understand how it feels when you experience recurring issues.

 

At this time, I'd suggest reaching out to our phone support agents. One of the team can create an investigation into this matter. 

 

You can contact them through this link: Contact QuickBooks support.

 

I'm just a post-away if you have other concerns with QuickBooks.

rilpow
Level 1

Unable to see payroll in Workforce

One of my coworkers is having this same error message - "We weren't able to show your payroll info". We have refreshed multiple times, changed his password, used a different browser (Microsoft Edge and Google Chrome) and used three different computers to try to login. None of which brought success. I have also tried to follow the steps further up in this chain to speak with a human from the help section in the top right corner of the webpage WITH NO LUCK. It won't even let me begin to type a chat in the chat area. I have attached a picture of the grayed out chat box making it impossible to reach somebody even though I'm well within the open business hours. 

Please Help. 

 

 

 

1madelineh
Level 1

Unable to see payroll in Workforce

I have done a few of the initial trouble shooting things. I am no longer an employee at the previous workplace and the boss has stopped getting back to me. I need to access these paystubs as I do not feel that my taxes are correct. How do I go about doing this if I cannot get an invite? 

Natalyalandgraf
Level 1

Unable to see payroll in Workforce

I’ve been having this issue for at least a year now. I’ve troubleshooted many times. Tried different devices and every switched emails. Nothing is working. It gets fixed and I can check my payroll once and then I have to do the whole dance of deleting my account and making a new one over and over. If there’s any way for my payroll information to just be emailed that would be fantastic because I feel bad nothing the company’s accountants every other week to see my pay stubs 

SheandL
QuickBooks Team

Unable to see payroll in Workforce

Hello there, Natalya.

 

I can see the importance of viewing your payroll in Workforce seamlessly. Let me share some information about this concern you're having. I appreciate the troubleshooting steps you've made so far. From here on, I recommend contacting our support team so they can further investigate this issue you're having. They have the necessary tools and expertise to determine how to resolve this issue. To do so, here's how:

 

  1. Sign in with your QuickBooks Online company.
  2. In the upper right corner, click on the Help icon.
  3. Select Search, then click Contact Us.
  4. Write your issue or concern and Continue.
  5. Select what support you would like to contact.

 

For Plus, Essentials, and Simple Start subscribers, support will be available Monday through Friday from 6 AM to 6 PM PT and Saturday from 6 AM to 3 PM PT. For Advanced subscribers, you may contact support any time and any day.

 

Furthermore, you can request your employer's assistance if you need to obtain your payroll information via email. QBO will notify you once the pay stubs are available, and to access this, you'll need to open your Workforce. Since your employer has access to your payroll details and pay stubs, you may ask them to send that information to you via email. 

 

Moreover, you can visit this article to know more about how to see and print payroll details in Workforce: View your pay stubs, time off, and year-to-date pay in QuickBooks Workforce.

 

Please don't hesitate to get back to us if you have further questions about your concern about viewing payroll in Workforce. We're always here, ready to assist you.

Fixthissh
Level 1

Unable to see payroll in Workforce

I've been having the same problem for years and have to get emailed a copy of my paystubs. Is there any actual effort being made to fix this issue or not?

Maybelle_S
QuickBooks Team

Unable to see payroll in Workforce

I want to ensure this is taken care of, Fixthissh.

 

Upon checking here on my end, the paystub viewing issue in Workforce has been resolved. If you're still experiencing this problem, I recommend contacting our customer support team to open a ticket for further investigation.

 

Here's how:

 

  1. Go to the (?) Help icon.
  2. Select Talk to a Human.
  3. Enter a short description of your concern.
  4. Click on I still need a human.
  5. Tap Contact Us to connect with our live support.
  6. Choose to Get a callback.

 

To learn more about seeing paychecks in QBO, please visit this article: View your paychecks and W-2s in QuickBooks Workforce. It will provide you with steps on where you can change the email address as well as view their W-2s.

 

You can read this link if you want to resend the invitation again to your employee: Invite your employees to QuickBooks Workforce to see pay stubs and W-2s.

 

Let me know if you need more help with your payroll information. I'm always here to assist. Take care.

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