Why can't I run payroll?

Welcome to the QuickBooks Community, @rebecca-s-cross.

May I know if you received any error messages when attempting to run payroll in QuickBooks Online (QBO)? Any additional information about this is a big help so I can provide you with a timely solution.

In the meantime, let's perform some browser troubleshooting steps so you can seamlessly run your payroll. To start, let's open your QBO account using an incognito browser. Private browser prevents saving cache and cookies that sometimes cause errors when running frequently visited websites. 

Below are the shortcut keys you can use depending on your browser type:

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

Once done, run payroll again. 

If this works, you have to clear your browser's cache to fix certain problems. If the same result, you can use another supported browser.

However, if the issue persists, I recommend reaching out to our Payroll Support team to identify the root cause of the issue. They use specific tools to pull up your account in a secure place and further help you in running your payroll. 

Monitoring your employee information and business finances is easy with QBO. To do this, you can pull up any payroll reports you need. To give you a list of reports and an overview of what data they display, head to the Payroll reports page. 

If you need more help processing payroll in QBO, you can always get back here. I'm always around to lend a hand. Take care.

No nothing is working.  I hit the button and it just refreshes the screen.

Thanks for getting back here, rebecca-s-cross.

When you're still unable to run payroll after trying out the troubleshooting steps provided by my colleague DivinaMercy_N, I recommend contacting our Payroll Support Team. They have more tools to help investigate what's causing this behavior and might work with our engineers to resolve it.

To contact our live support, you can follow these steps:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and click the Contact a human button.
3. Select Live Chat / Call me back.

Once the issue is fixed, you can watch a video tutorial in this article on how to process payroll: Process or run payroll . Then, run the reports to see what you have created. 

You're always welcome to post a reply here if there's anything else you need. We're around to provide the steps. Have a good day ahead!