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Level 2

Unable to set up payroll

I have been trying to work with Quickbooks support for weeks now to set up my account correctly. 


Here is the issue. 


  1. I was unable to set up payroll due to errors in quickbooks
  2. I wiped my company data using the "purgecompany" process to start over to see if that worked
  3. When I did, the employees did not purge
  4. Now i am unable to delete or edit progress the employees and therefor unable to set up payroll

I have spent HOURS on the phone with support to no conclusion. 


I receive this error: 


Object Not Found : Something you're trying to use has been made inactive. Check the fields with accounts, customers, items, vendors or employees.

5 Comments 5
QuickBooks Team

Unable to set up payroll

I appreciate you for sharing the details of the issue of your concern with us, @mgstaff. I’m here to help make sure you can run payroll in no time.


The error message you're getting means an account, customer, item, vendor, or employee that you're trying to use has been made inactive. You can filter each of these to see any objects that you have made inactive.


Here's how:


  1. Go to Accounting.
  2. Choose Chart of Accounts.
  3. Look for the account where your payroll expenses are mapped.
  4. If you can't locate it, click the Gear Icon above the Action column.
  5. Select Include Inactive.
  6. Locate the account associated with your payroll expenses.
  7. If it's marked as Deleted or Inactive, click the Make Active option.


You can do the same for troubleshooting the payroll items listed on your account and other fields. Here are the steps to verify the status of each field:


For Customers:


  1. Select the Sales tab and hit Customers.
  2. Press the small Gear icon above the list of customers.
  3. Tick the box for Include inactive.


For Items:


  1. Choose the Sales menu and tap the Products and Services option.
  2. This will open the All Lists page.
  3. Click the Funnel icon to view more details.
  4. In the Status section, select Inactive and press Apply.


For Vendors:


  1. Go to the Expenses tab and select Vendors.
  2. Navigate to the small Gear icon and mark the box for Include Inactive.


For Employees:


  1. Press the Payroll menu on the left panel and select Employees.
  2. At the top of the Employee List, click the drop-down and press Inactive Employees.


There are specific reports that can help you find and determine if there are duplicates. You can run these reports: Employee Contact List ReportCustomer Contact List ReportProduct/Service List ReportAccount List ReportVendor Contact List Report.


Then, you can customize the reports. Here's how:


  1. Select Reports from the left menu, then search the (Reports' name listed above).
  2. Select Customize in the top left, select Filter from the list.
  3. Mark the Deleted box with a check, select Deleted from the drop-down menu.
  4. Choose Run Report.


Once you’ve identified which item is inactive and the status will now be Active. You can now run the payroll seamlessly.


You can always tag me in your reply if you have other concerns or questions. I'll keep an eye out for your response. Have a good one!

Level 2

Unable to set up payroll



I have tried all of these. The issue is a technical backend issue. Quickbooks is set up such that when you "purge company" it does NOT purge the employees but it does purge all associated information. This causes your own software to break. 



None of your advice resulted in a positive outcome. 


I have been dealing with this now for WEEKS. I have tax documents due and am unable to do so with quickbooks. This is going to cause me fees. 

Level 2

Unable to set up payroll

What is the status of this issue?

QuickBooks Team

Unable to set up payroll

Joining the thread to help with your payroll concern,mgstaff.


I appreciate you for performing the steps provided by my colleague above. I know you've already called in. However, I'd still suggest contacting to our Payroll Support again. They can take a closer look at this to determine what's causing the issue even if the everything has already been setup correctly.


Here's how:


  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 check out this article for our most updated contact information and scheduled hours: Support hours and types.


You can always visit our help articles in case you need some information about QuickBooks payroll.


Kindly update me on the result as I want to make sure this is resolved. I'm also here if you need further help with this. Have a good one!

Level 2

Unable to set up payroll

I have done this over 10 times and spent 10 hours reexplaining this issue to 10 different people and I STILL have the problem. PLEASE HELP

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