Urgent Issue with the Payroll Account for [company name]

MovePlus · ‎January 10, 2024

Greetings,

I have a following problem with the payroll. I have 4-6 employees that I run payroll though direct deposit for every week, and one of the employee started to get an error when processing his direct deposit. Here is a headline of the email that I get right after I run a payroll: "Urgent Issue with the Payroll Account for [company name]".

The body of the email is the following:

"Dear [my name]:

We are unable to process your payment of [amount] to [employee name] by direct deposit.

For this payroll only, we changed the pay method for your employee to paper check. Please print and deliver a paper check to your employee on 01/05/2024.

If you want to pay your employee by direct deposit contact us immediately for assistance. For phone and chat options visit: http://payroll.intuit.com/support/contact/?infosrc=qs&service=64

Thanks for choosing QuickBooks Online Payroll Core. If you have questions, please sign in to QuickBooks Online Payroll Core, click Employees, and then click the Help icon.

Cheers,

The QuickBooks Online Payroll Core Support Team"

The employee has been on direct deposit from the start for about 6 months, and everything was fine, before this error appeared, and I had to issue a paper check every week for the past 7 months or so, which is extremely annoying. I have tried chatting and calling quickbooks a dozen times spending 1-2 hours every time to solve this issue, and has never been resolved so far.

Tried re-adding his bank information (didn't work), but never tried to re-add employee, as I am afraid it may cause a problem with 2 employees having the same name on the payroll.

I hope somebody can help me resolve my issue. Thank you in advance!

MariaSoledadG · ‎January 10, 2024

Let me help you resolve this issue, MovePlus.

Sometimes, this happens when you're switching from a different payment method for your employees. Since you've previously changed the pay method of the employee to a paper check, that's one of the main factors that triggers the error.

You'll have to make sure that specific employee is set to direct deposit. Once done double-check if you can run payroll without errors. If not, I suggest reaching out to our support team so they can double-check your account and see what is happening. They have the tools to pull up our account in a secure environment. To do so follow the steps provided below:

Sign in to your QuickBooks Online company.
Go to Help (?).
Select Contact Us.
Enter your concern, then select Let's talk.
Choose a way to connect with us:
- Start a chat with a support expert.
- Get a callback from the next available expert.

Furthermore, you have the flexibility to choose how you want your payroll taxes and filings handled. If you want to pay your taxes and file forms automatically, check out this article for more information: Set Up QuickBooks Online Payroll To Pay And File Your Payroll Taxes And Forms.

Reply with a comment below if you have any questions when running payroll. I'm always right there to help you any time of the day.

MovePlus · ‎January 10, 2024

Thank you for your response!

The payment method has never been changed from direct deposit. It is currently set on direct deposit, and every time I run a payroll, one of the employee does not get it, and I get the email I provided.

I did reach out to the support team about 10 times trying to resolve the issue, and spent 1-2 hours each time. Each of the conversations, the person from support would pull up my account through secure environment. Most of the times the call would end up dropped, or I would get on hold for 20+ min after the call would get dropped, because it seems like nobody knows how to solve the issue.

Best,

Move Plus

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Urgent Issue with the Payroll Account for [company name]

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