We've been receiving reports about this on-going prompt when managing your employee's information. Rest assured our product engineers are working on an investigation to determine its cause and formulate a permanent resolution.
Also, I'd recommend contacting our Payroll Support team so you'd be added to the affected users' list. Just make sure to provide your full name, updated email address, and this investigation number: INV-51166. Once updates are available, you'd be notified through an email.
Just a heads-up, we have limited staffing, our phone and chat support are open every Monday-Friday from 6:00 AM to 6:00 PM Pacific Time. Also, they're open between 6:00 AM to 3:00 PM Pacific Time on Saturdays. You can read through this article for more information about the different types of support we offer at Intuit and its availability: Support Hours And Types.
Let us know here if there's anything else you need help with. Know that I'm always here to help you anytime. Take care and keep safe!
Just dropping by to check on you, @jweaver2.
Were you able to contact our Customer Care team so you'd be added to the affected users' lists? Rest assured, once updates are available you'd be notified through email.
We appreciate your patience while we are working on this on-going concern. Visit us here again if you have other questions.
For now, the most recent update that I have is that our Payroll Team is actively working to determine why users getting this issue. We are still investigating this unexpected behavior.
Our engineers are all hands on deck working together for an immediate fix to sort everything out. While they do, I would advise you to get in touch with our QuickBooks Support and have them attach your case to the ongoing investigation.
They can add your account information to the list of affected users and any progress will be communicated via email. Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM from Mondays to Fridays. Here's how to contact us:
1. Click the Help (?) icon.
2. Choose Contact Us.
3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.
4. You'll be presented with a few options for connecting with Intuit. Select Get a call.
For your payroll reference, check out this article: Payroll 101. It contains more information about the different types of compensation as well as on what are the types of federal forms you need to file. Also, this will provide you a sample breakdown of a paycheck.
Kindly update me on how the calls go by adding another comment below. I want to make sure you're all set, and I'm here if you need further guidance. Have a great day! All the best.
I've checked with the INV provided above, the investigation is still in progress. Rest assured, our software engineers are working hard to resolve this issue permanently.
Also, I'd suggest reaching our Payroll Support team so you'd be added to the affected users' list and to ensure you'll get an update about the resolution status. They have to collect personal data to add your company and product to the list of affected users. We'll be sending you updates via email once we get this sorted out and I'll also keep this thread on track. Provide this INV-56983 for easy tracking.
Here's how to contact us:
For now, we have reduced our support hours from Mondays - Fridays (6 AM to 6 PM Pacific time) due to COVID-19. Also, some products will only have chat support during this situation.
Thanks for your patience while we look into this. Please let me know in the comment section below if you encounter any other issues. I'll be here to assist.
Hello there, @MattMc1.
I can see the importance and urgency of being able to update your employee's payroll information. Let me get you pointed in the right direction so you can get recent updates about this hurdle.
To be notified about the latest status of this matter, I recommend contacting our Customer Care Team. Please provide the investigation number 51166 as the reference for your call. This way, you can receive an email once any updates on this issue are made available.
You can contact them by following the steps shared by my peers above.
Once fixed, you can always use this article to guide you in modifying your employee's payroll details: Learn how to change your employees' info in QuickBooks payroll products.
Your patience and understanding in this situation are much appreciated.
Get back to me here if there's anything else that I can assist you with. Have a nice day!