Why did some of my payroll liabilities stop tracking by class?

Hey there, @kristinwolla.

Thanks for reaching out to the QuickBooks Community. I hope you're having a great day so far. 

Let's start with some basic troubleshooting steps. Such as clearing the cache from your browser. Web browsers collect cache to save time when loading repetitive data and images. Over time these files can become outdated and corrupted, causing issues like the one with your class tracking. I'm including the links for all supported browsers that contain the steps to clear the cache below. 

• Firefox
• Google Chrome
• Safari for Mac
• Safari for iPad and iPhone
• Microsoft Edge

After clearing the cache, please be sure to restart your browser so the changes can take effect. 

Please let me know if you continue to have issues.

Any time you feel you need an extra hand with class tracking, we offer a new service called QuickBooks Live Expert Assisted Bookkeeping. While our team of experts can't help with payroll concerns, they can assist with class tracking. If you're interested to learn more about the program, click on the link I'm including below: 

• QuickBooks Live Expert Assisted Bookkeeping

I'm only a reply away if you have any additional questions or concerns. Take care! 

@Tori B  RE: Let's start with some basic troubleshooting steps. Such as clearing the cache from your browser.

Wow. That took you less than an hour to blame the browser.

Consider that if the browser can cause QuickBooks Online Payroll to calculate and record paychecks wrong, there is something very wrong with QuickBooks.

I am having this same issue. It has been working fine all year until last month. Now salaries and other payroll expenses are being allocated to random classes that the employee is not assigned to. Sometimes it's their entire salary being assigned to the wrong class, other times it's one or two hours worth of their salary that is going to the wrong class. 

I've cleared my cache. I've tried different browsers. I've turned off class tracking and turned it back on. I reset each employee's class. Nothing works. Even trying to Update Past Transactions doesn't work - no transactions are updated OR they are updated to a completely different (and still wrong) class.

I've called support multiple times and the only time they actually understood what was happening and were trying to fix it, the call got disconnected. 

I've had support tell me I'm not an administrator on the account (I am). The next person didn't understand the difference between an account and a class. The next person tried to get me to upgrade before they would even try to help.

I am having this same issue. It has been working fine all year until last month. Now salaries and other payroll expenses are being allocated to random classes that the employee is not assigned to. Sometimes it's their entire salary being assigned to the wrong class, other times it's one or two hours worth of their salary that is going to the wrong class. 

I've cleared my cache. I've tried different browsers. I've turned off class tracking and turned it back on. I reset each employee's class. Nothing works. Even trying to Update Past Transactions doesn't work - no transactions are updated when I try this.

I've called support multiple times and the only time they actually understood what was happening and were trying to fix it, the call got disconnected. 

I've had support tell me I'm not an administrator on the account (I am). The next person didn't understand the difference between an account and a class. The next person tried to get me to upgrade before they would even try to help. Then I got a sales call 30 minutes after that. I am extremely irritated.

There's an ongoing investigation about the Class Tracking feature not working accurately inside QuickBooks Online (QBO), @Neighborly. We'll provide more details and point you in the right direction to address this situation.

Our engineers are already aware of the issue. They are investigating and working on a resolution to fix the class tracking option inside the program. Also, please know that we don't have an estimated time frame for when troubleshooting will be available.If you wish to get added to the list of affected users, we recommend contacting our Customer Care Team. This way, they can contact you and provide further instructions once the fix is ready. We'll write down the steps to get you going:

1. Access your QuickBooks Online company.
2. On the top right corner, click (?) Help.
3. Utilize the search field and provide a brief description of your inquiries or select Contact Us and then select a topic to connect with the right expert.
4. choose your preferred way to connect.

You can check this page for more details: QuickBooks Online Support.

In addition, here are some articles to help you in tracking classes by running a report and keeping your current settings for future use:

• Run reports by class in QuickBooks Online
• Memorize reports in QuickBooks Online

We'll be on the lookout for responses if you require further assistance fixing the class tracking function or have any additional questions related to the program. The Community space will always be around to lend you help.

I also have this issue, I believe this issue is because they are changing their payroll settings.  I received a message that starting January 2025 they will be deducting taxes with payroll instead of all of the confusing payments you have to keep track of.  I'm assuming because they are making changes they are having system glitches and hopefully will be fixed soon.  Unfortunately while some QB support is good, many don't know basic information and bs you with the browser.