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clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

 
90 Comments
Joyce_P
QuickBooks Team

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hi there, clong1.

 

Let's try a few troubleshooting steps to check if this is a cache related-issue.

  1. Use the private window to check if you can save time tracking user.
  2. If you can, go back to the main browser and clear the cache.
  3. If you're still experiencing the same issue, try using different browsers such as Mozilla Firefox, Google Chrome or Internet Explorer.

Let me know if it works.

clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thank you.  I tired all that.  It still didn't work?

clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thank you for the suggestion.  I've just tried all of that.  It still didn't work?

MaryGraceS
Moderator

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thank you for the quick response, clong1.

 

Allow me to share some updates why you're unable to add a time tracking user in QuickBooks Online.

 

Currently, there are reports about getting an error when adding a time tracking user. Our product team is aware of it and are working to implement a solution.

 

I also suggest calling our phone support to add your company details to the affected users' list. This will also sign you up to receive email updates as soon as they become available.

 

Here's how you can reach them:

  1. Go to https://help.quickbooks.intuit.com/en_US/contact.
  2. At the top right, select your QuickBooks version.
  3. Select a topic.
  4. Click on the Get Phone Number or Start a Message button.

Rest assured, we're going to roll it out as soon as possible. 

 

That should point you in the right direction today.

 

We appreciate your patience while we look into this. Please stay in touch with us if you have any other questions.

clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Every time I try to reply to this post, I get an error.

clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thank you. I did that (via chat). The representative was very helpful and logged my issue. Today I received the following response:

 


NoResponse <xxx> 10:16 AM (5 hours ago)

 

Dear Chris,


Thank you for subscribing to our updates on Investigation Spinning wheel, Unexpected error, or user already exists when trying to add Time Tracking user not saving. We appreciate your patience while we have researched this scenario.

 

While we are constantly evolving our products to provide you the best possible user experience, we do not anticipate a change to this product behavior in the immediate future.

This will be our final communication until something changes on this investigation. To be clear, we are not saying that engineering work has stopped in search of a resolution - if the status of the behavior changes, we will be sure to communicate that to you. While we work to find you a solution, we apologize for any inconvenience that this may cause you.

 

This is in reference to support contact Case Number xxxx

 

What??? What a horrible response!!! I am running a consulting business. It is imperative to add time tracking users so that the consultants can log their time and I can bill clients. I thought QuickBooks was in the business of empowering small businesses to grow. With this message, QuickBooks is keeping me from even running my business, much less growing it, and shows absolutely no sensitively or urgency to that fact. This isn't about a positive "user experience" as they say in the message. This is about simply running my business. This is a bug and it needs to be fixed. If I can't bill my clients, I don't have a business. I need this resolved by Feb 1 so that I can send out invoices to clients for the consultants I have working this month.

 

Is there a workaround?

 

Or, is there a competitor to QuickBooks to which I can transfer all my data asap? One that doesn't stop a business dead in its tracks? I don't ask that lightly...I've been running my business on QuickBooks for 8 years. I don't want to change (I don't have the time) but QuickBooks has put me in a no-win situation with this bug and apparent refusal to focus on fixing it.

 

Any suggestions would be appreciated.

 

Thank you.

ceo123
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

@clong1 I have had the same issue. After nearly 4 hours on chat/phone I was ultimately told that even though it says that Time tracking only users "don't count toward your user limit," it actually does. 

 

The agent told me I would need to upgrade our subscription in order to add more users to the time tracking only category. I think the better solution is to state that you are limited to time-tracking users based on your subscription...if this is indeed the case. 

Charies_M
Moderator

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hello everyone.

 

Thank you for joining this thread. I'd like to make sure you are taken care of.

 

At the moment, we can't provide a definite time frame as to when will the issue about adding time tracking user be fixed. For now, I recommend checking your email for updates. Our Product Engineering Team is continuously working on getting this resolved as soon as possible. 

 

We'll also make sure to notify you and other affected users through this thread once we receive updates from them.

 

If there's anything I can help you with, please don't hesitate to leave a reply below. I'm always around to help.

clong1
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

ceo123,

 

Thank you so much for this. I've also spent a considerable number of hours (about 6) on chat/voice support with this issue to no avail. One person recommended I register for another Intuit software application called Tsheets that supposedly interfaces "seamlessly" with QuickBooks. It supposedly has a 30 day free trial so that might have gotten me through the need to do billing at the end of January. I did not try this as I felt like I already purchased software that was supposed to handle this and I didn't' trust that the interface would actually work.

 

I stopped trying to match to an existing user. First, I tried to delete the consultant and was going to start over but QB's wouldn't let me delete him (it didn't say why). So, instead, I created a new user (used his full name instead of his short name) and used his personal email address instead of his company email address. That actually worked! Doing his 1099 next year will be interesting but at least I was able to get his time in and bill my client for January.

 

I wonder if QBs will reimburse us for spending our valuable time finding all these issues and workarounds of the system we pay for year in and year out. I wouldn't be so frustrated if they hadn't sent the "sorry, we know about this and we might get to at some point down the road but, for now, we're closing this case so that our closed case statistics aren't adversely impacted" email to me. That's not the brand I thought Intuit was trying to build. Extremely frustrating and disappointing.

 

Good luck with your business.

pichney
Level 1

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

I have the same problem.  Person is an employee but cannot add as a time tracking user.  Been on the phone multiple times.

Anonymous
Not applicable

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hello, @pichney.

 

I appreciate you joining in this thread and sharing your experience with our phone support. I can see you've been through a lot in trying to add a time tracking user in QuickBooks. Allow me to chime in and help share some insights about this issue.

 

Our Development Team is aware of this and plans to address this in the future product release. At this time we don't have an exact turn around time yet for the availability, but rest assured this is taken care of. 

 

I'll also make sure to give an update here once this is available. Also, if you need help in the future, you can visit us in the Community again or you can get in touch with our chat support. Please refer to this link for the steps: Contact the QuickBooks Online Customer Support team.

 

Keep me posted if you have additional questions. I'm always here to help however I can.

pichney
Level 1

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Is there any update available?  I'm being told that data must be corrupt.

JanyRoseB
QuickBooks Team

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hi there, pichney.

 

Thanks for joining this thread. Allow me to jump in and help provide some additional update about the Time Tracking issue. 

 

I've checked the investigation status about this issue, and it's still in progress. Currently, we haven’t received any updates yet if when this will be resolved, but rest assured that our engineers are currently investigating and working on an immediate fix. 

 

We’ll keep you posted once the issue is resolved. If you’ve been added to the list of the affected users, you’ll be notified through email.

 

For future reference, you may want to visit this article to learn more about time tracking: How to turn on and set up time tracking.

 

We appreciate your patience as we work through this. Don't hesitate to leave a comment below if you have any other questions. I'm always here to help. 

rhsayles
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Same problem here - we have new person (soon to be people) who cannot log (billable) time.

 

Quickbooks team: please be sure that engineering / decision makers know that this is a red hot issue for us users and needs to be fixed ASAP.

Charies_M
Moderator

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hello there, rhsayles.

 

I'm here to provide updates of the investigation about adding a new time tracking user in QuickBooks Online (QBO).

 

Our team of product engineers are fully aware and are still working on resolving this. We'll make sure to update this thread once we receive some progress of the investigation.

 

In case you're not yet part of the containment list of affected users, I encourage you get in touch with our QuickBooks Care Team so they can add your company information. Updates will be disseminated through email once this gets resolved.

 

Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Click the Help icon in the upper right of the screen.
  3. Select Contact US on the pop-up. 
  4. Enter what you're needing assistance with in the How can we help? field and choose Continue
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Let me know if there's anything else you need. It's always my pleasure to assist.

Charies_M
Moderator

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hello everyone.

 

I’d be glad to inform you that the investigation about adding a new time tracking user has already been resolved. You should now be able to add time tracking user in QuickBooks Online (QBO).

 

If there's anything else I can help you with, just let me know as I'm always here to help.

rhsayles
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

What about Vendors with 1099 tracking turned on?

 

The message on my Add User Page says:

"Vendors with 1099 tracking turned on can’t be added as time tracking users at this time.  You can add them as a new vendor with a different email address, or enter timesheets for them."

 

It is not workable for me to sit with the employee and enter his time so we can bill it and pay him.

 

Am I missing something?

 

Thank you,

Richard

Angelyn_T
QuickBooks Team

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hi there, @rhsayles.

 

Please allow me to join the thread and help share additional information about adding a time tracking users in QuickBooks Online (QBO).

 

As of now, we haven't received reports with other users experiencing the same performance issue about adding vendors with 1099 tracking turned on, that can't be added as Timer Tracking only user in QBO. For this to be investigated further, I recommend getting in touch with our Support Team. Our support will be able to open and check your account securely.

 

To get in touch with our Support Team, you may check this link for the detailed instructions: Contact the QuickBooks Online Customer Support team.

 

On the other hand, to learn more about the user's access in QBO, you can read this article: How to add, delete, or change a user's access.

 

I'll be always here to help you if you have any other questions about adding users in QBO, just add a comment below. Wishing you the best!

rhsayles
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Hello Angelyn_T,

You are incorrect about not receiving reports from other users.  Your software has a message in it that says it does not work and instructs the user administrator to work around the issue.  The attached screenshot will clarify the issue.

 

Thank you,

 

Richard

Angelyn_T
QuickBooks Team

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thank you for getting back, @rhsayles.

 

I'm here to help share a little more information about adding time tracking users.

 

I've reached out with our engineering team and verified that there are multiple causes for this issue. If the email address is already showing as being used by the company, that would be a reason why the new user addition would fail. If the name the customer trying to use is already present in QBO as an vendor, contractor or employee that is a reason the addition of a time tracking only user would fail. 

 

On the other hand, I found this related closed investigation (INV-26626) about unable to add time tracking user to QBO, if you wish to get in touch with our support team to investigate this further for you, you may give that investigation number as well.

 

In addition, to learn more about time tracking activation, setup and adding a Time Tracking only user, you may check this article: How to turn on and set up time tracking.

 

Our doors are always open here on the Community page, feel free to add a post/comment below if you have any QuickBooks concerns. I'm always here to help you!

rhsayles
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Angelyn_T,

Do you know why the system displays this message (from the screenshot in my last message):

 

"Vendors with 1099 tracking turned on cannot be added as users at this time"

 

I have added many time tracking and other users over the years - this is a recent problem and engineering must know about it because the message about it is there on the screen.  I'm trying to the expected time frame for a fix.  

 

Thanks,

 

Richard

 

Rasa-LilaM
QuickBooks Team

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Thanks for the reply, rhsayles.


Allow me to step in for a moment and provide some information about the notification showing in the Time tracking settings section.

 

QuickBooks Online is currently designed to allow you to add time tracking users that are not tracked as 1099. This is the reason you get the message even if the vendor names appear on the user list.

 

This message acts as a reminder to avoid duplication of the vendor's profile.

 

I don't want to leave you empty-handed, so I'm adding a link to see what's new and coming about the product: QuickBooks Blog.


The information I provided should you move forward.


Please let me know if you have additional questions about QBO. I’ll be more than happy to assist further. Have a good one.

 

rhsayles
Level 2

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

QuickBooks Online is currently designed to allow you to add time tracking users that are not tracked as a 1099. 

 

Why?  I hire contractors and need them to log time.  The time they log is what I pay them for.  That pay is what is reported on their 1099.  I am confused about why you would design the system this way?

 

 

JamesDuanT
Moderator

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

I want to explain everything about the displayed warning messages in the most simple way as possible, Richard.

 

"Vendors with 1099 tracking turned on can’t be added as time tracking users at this time. You can add them as a new vendor with a different email address, or enter timesheets for them."

 

You can add your contractors as Time tracking only users as long as they haven't reached the 1099 threshold ($600 in a calendar year). 

 

Otherwise, you won't be able to add them as Time tracking only users. Hence, needing you to enter the timesheets on their behalf. 

 

I'll let our Product Development Team know about this so I can give you a better explanation, Richard. Please let me know if you have more questions.

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