cancel
Showing results for 
Search instead for 
Did you mean: 
Angelyn_T
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Thank you the screenshot added, @YFinder.

 

The Send Reminder link should be available if you've already sent an email to your contractor. If not, the link you can see from there is Send Email. If you don't have the option, let's try accessing your account using a private window since it doesn't store data in a cache. Sometimes, the regular browser tends to hold onto information, and over time it could cause problems while working with QuickBooks.

 

 Here are the keyboard shortcuts in opening a private/incognito window:

  • Google Chrome: Ctrl + Shift + N
  • Internet Explorer: Ctrl + Shift + P
  • Mozilla Firefox: Ctrl + Shift + P
  • Safari: Command + Option + P

If the link is available from there, go back to your original browser and clear its cache to start fresh. Also, using other supported browsers can help us narrow the cause of this behavior.

 

If the problem continues, I recommend reaching out to our Support Team so a representative can take a look into this more closely.

 

Also, feel free to read our help articles in case you need tips and related links while working with QuickBooks in the future.

 

Let me know if you have any other questions by adding a comment below. I'm always here happy to help. Have a good day!

dosx
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I have already tried multiple browsers, clearing caches and cookies, incognito versions of browsers and more. I have spent 2.5 hours on the phone with support to still have them also unable to solve the problem. 

 

The W-9 request feature needs to be seriously looked at by Quickbooks engineers and tightened up. Please. 

dosx
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I have already tried these fixes and they do not work unfortunately. 

 

I have cleared my cache, cleared my cookies, I have tried multiple browsers, I have tried incognito modes etc etc. - still having the same issues. 

 

I have called support twice and spent over 1.5hours with one agent and an hour with another. Still no fix. 

 

The W-9 request feature and the email reminder feature has some bugs. It needs to be seriously looked at by Quickbooks engineers. Please. 

IntuitLily
Moderator

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I appreciate you trying out all the necessary troubleshooting steps to fix this issue, @dosx.

 

We've already created an investigation about processing the W-9 form sent via invite. It seems that the contractor cannot proceed unless all boxes are checked under the IRS Certification section.

 

Be sure that the contractor checks all the boxes under the IRS certification (required) section so that the Next button will turn to green and your contractor can proceed with the process. 

 

Let me know how it goes. I want to ensure you'll be able to get this W-9 feature working for you. I'm always available if you need further assistance. Have a good one.

YFinder
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

how is that relevant to fixing the issue of not being able to resend the invite if it expires OR downloading the w-9 after manually entering the information (Pending status turning to download?) 

MaryLurleenM
Moderator

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Hello there, YFinder,

 

Our product engineers are still investigating this one. We've created an investigation to track affected users. I recommend contacting our QuickBooks support so you will be added on the list.

 

Here's how:

  1. Click the Help icon.
  2. Select Contact us.
  3. Enter W-9 error, then click Let's talk.
  4. Select from Start messaging or Get a callback.

We appreciate your patience and understanding on this matter.

DaveC2020
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

They've been "investigating" for over a year. I knew I should of went with Xero

dosx
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I heard from several other contractors today that they ran into either "expired" links or problems with adding their W-9 info within the platform.

 

WHY IS THIS SO HARD? 

 

I've now had to individually email every single contractor with an attached blank W-9 pdf form and have them MANUALLY fill out and send it to me and then I am MANUALLY adding each piece of info under the contractors tab in QBO. 

 

WTF. 

 

FIX THIS. 

 

WE PAY MONEY FOR THIS. 

lindsay-ronga
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

How did you manually enter the W-9? This is still broken and I"m trying to find a workaround. 

RaymondJayO
Moderator

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I can provide you the steps for the workaround given by dosx above, @lindsay-ronga

 

Let's either go to the Workers or Expenses menu to achieve your goal. Please first ensure the W-9 PDF form was already filled out manually by your contractor. I'll guide you how. 

 

For the first option: 

  1. Go to Workers from the left menu.
  2. Select Contractors.
  3. Choose a contractor from the list.
  4. Go to the Documents tab.
  5. Manually enter the W-9 info. 
  6. Click Save.

 

The screenshot below shows you the fourth step. 

ManuallyEnterW-9Info.PNG

 

Here are the steps for the second option: 

  1. Go to Expenses from the left menu.
  2. Select Vendors.
  3. Choose a vendor from the list.
  4. Click Edit.
  5. Manually enter the W-9 info. 
  6. Make sure the Track payments for 1099 box is checked.
  7. Hit Save.

 

For the detailed instructions, check out this article: Add, Edit, And Inactivate Contractors

 

Also, I want to make sure you're in the loop about the investigation's status and its fix. With this, I recommend contacting our Customer Care Team. They can add your company to the list of affected users, so you'll get email updates. You'll first have to check out our support hours to ensure they can assist you on time. Then, provide the INV-44187 to our representative as your reference. You can also perform the steps provided by MaryLurleenM above on how to get in touch with them.

 

Once resolved, you can pay your contractors through a checkexpensebill, or direct deposit. It helps ensure their payments are up to date and accurate before you file their 1099s at year-end. 

 

I'm just a comment away if you need anything else. Keep safe always. Stay healthy, @lindsay-ronga

YFinder
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Hi Raymond,

 

We have that all setup the same as your describe in both steps.  The issue is not being able to download the W-9 even though the information was manually filled in via Workers->Contractors->(Select Contractor)->Documents tab.  It is still showing "Waiting for Info".  The contractor information and box to track for 1099 is selected on Expenses->Vendors->(Vendor name)->Edit-> Business ID No and Selection box.

 

There are two problems.  One the timeout of the contractor replying as maybe the email went to junk mail and the inability to re-send to the vendor again and two after manually entering the information because of the inability to resend the request the system continues to say "waiting for Info."

 

QB *simply* needs to check if the 1099 information is entered and then change the status as opposed to seeming to wait for the confirmation to come from the webform which they time out too early.  This should be as simple as checking for the existing information when saving the Vendor information (again)

Tara Edon
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I'm trying to get into my account.  Now it won't let me access it without filling out the W9.  I filled it out, but the finish button does nothing.  I click... nothing.  Now I'm stuck and can't access my account.  Very frustrated.  Please help.

ChristieAnn
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Hi there, Tara Edon.
 
I can see how it would be helpful and easy to log in to your QuickBooks account without an error or prompt about w9.
 
As mentioned by my colleague above, being unable to process or finish the W9 has been reported as an ongoing issue. Our Product Engineers are now working to fix this as soon as possible.
 
I recommend contacting our QuickBooks Support Team so they can add you to our notification list. This will help our Engineers determine the number of affected users. You'll also receive an update through email once this has been resolved. You can follow the steps provided above on how to contact them.
 
In the meantime, I suggest checking all boxes under the IRS Certification section as a workaround. Then, click Next.
 
Please check this article on how to process password reset or user ID recovery if you forgot your QuickBooks Online log in credentials: Reset your password or recover your user ID.
 
Let me know if you have other questions related to QuickBooks. I'm always here to help.
katehines
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

So apparently this is still happening half way through June. My employer sent me a request a month ago. The button to move past the w-9 form was broken. She talked to support. They said it should be fixed a week later. That was three weeks ago. When will this be fixed? 

Pabz_L
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Hello, @katehines.

 

For now, the investigation INV-44187 is still in progress but rest assured that our developers are working on it to fix this issue

 

Since you’ve already contacted our Phone Support Team, you'll receive an update through email once this has been resolved.

 

Feel free to leave a comment below if you have any other questions. Keep safe.

Interfaith 25
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I am also having trouble with this feature. My contractor had issues getting set up and asked me to send another link. There is no option for sending a reminder after clicking on the contractors name, only the message "We've requested personal details from (email). If you don't hear back soon, contact them directly.

ReymondO
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I'll help you fix this one so that your contractor could set up his account in QuickBooks, @Interfaith 25.

 

Sometimes local internet cache files stored in the system can cause unexpected behavior in the product. It could be the reason why you're unable to see the Send a reminder link.

 

We can fix this by performing some basic troubleshooting steps in QuickBooks Online (QBO). Let's start by accessing your account in a private window. This a special mode where the browser doesn't record the browsing activity on the local device, so no trace will be left on the computer. Here's how:

 

  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).

 
If you're able to see the link again, then let's clear the cache in your web browser or try using a different supported browser. This might be a temporary issue with QuickBooks and the current browser that you use.

 

Let me also provide you a link to check if your browser is compatible with QuickBooks: Fixit.intuit.com

 

In addition, I've also included an article on how you can prepare and file your Federal 1099s in QBO at the end of the year.

 

If there's anything else that I can help you with, please let me know in the comment section down below. I'll be always around to help.

 

 

user61815
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

This is still a problem more than a year later. When exactly will the engineers be working on it?

SDheather
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

For several contractors, I have no hyperlink that says "send a reminder". Instead, it says "if you don't hear back from them, contact them directly. The original link I sent them had expired. I'm paying for this feature -- how can I re-send a request for a W9?

Rubielyn_J
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Hi there, @SDheather.

 

It would be best to contact our support team. They have the necessary tools to check your account and help resend the email invitation that has expired.

 

Here's how: 

  1. Sign in to your QuickBooks Online account.
  2. Go to the Help menu and then select Contact us.
  3. Enter a brief description of your concern under the What can we help you with? field and then click Let's talk
  4. Choose the Get a callback option.
  5. Fill in the necessary information and choose Confirm call.

Please also review our support hours to ensure your issue gets addressed right away. 

 

If you have any other questions, leave a comment below or post again. I'm always happy to help.

Aehr
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

It's been more than a year and I'm still having issues!  I just spent 2 hours with an agent trying to I don't know what he's even trying to do. The ending, he sent a log-in reset to our contractors who already had QBO accounts. And that's crazy. 

Coin_Man
Level 2

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

This is absolutely unacceptable. It is now almost TWO FULL YEARS after the initial post and the W-9 features are still broken. As a contractor, I have tried more than 10 times over the last 24 hours to submit my W-9 information and I get the following message forever:

 

"Hang tight, we're saving your W-9 document.
This could take up to a minute."
 
Nothing happens. It sits there forever doing nothing. I've tried different browsers and eliminating addons and in different locations and NOTHING CHANGES. I am absolutely irate at this inaction on your part and how you've wasted all of this time and money to fix nothing.
ReymondO
QuickBooks Team

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I can only imagine what you must be feeling right now, @Coin_Man.

 

In these tough times, we want to provide you with some relief. 

 

I looked into our records and found out that the investigation associated with this thread is still open. Let me assure you that our engineers are prioritizing this matter you'll able to access the W-9 request feature as soon as possible.

 

If you haven't contacted our customer support team yet, I recommend giving them a call. This way, they can add your account details to the list of affected users and provide you updates once a fix becomes available. 

 

You can also check out our support hours to ensure they can assist you on time. Then, provide the INV-44187 to our representative as your reference. 

 

In the meantime, you can print the W-9 tax form from the IRS website and fill out the necessary information. Then, you can send it to your employer so they can file your 1099-NEC form to the IRS. Here's the link: https://www.irs.gov/pub/irs-pdf/fw9.pdf

 

We're open 24/7 and always ready to assist. I'm looking forward to helping you out in the Community.

tejguardinex
Level 1

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

Submitting a W-9 through quickbooks. Whether I sign electronically or do "print & sign", the page HANGS... See attached screenshot.

 

Tried this many times... Very frustrating

 

Is there a solution?

GlinetteC
Moderator

Can Intuit please fix the broken W-9 Request feature? Clearly not working - vendor account creation has errors all around. Please put in a ticket with an ETA.

I know it's not been easy for you and your business, tejguardinex.

 

As mentioned by my colleague above, the status of the investigation is still open and we're working for a permanent fix. If you haven't already, you can reach out to our Customer Care Support Team. That way, you'll be notified via email once updates are available.

 

Please refer to the recommended workaround to print the W-9 form from the IRS and send it to your employer to make sure they can file your 1099-NEC to the IRS.

 

Thank you for your patience.

Need to get in touch?

Contact us