I appreciate you coming to the Community for help, @tina24.
This may be a browser-related issue. To resolve this, you can perform some basic troubleshooting steps.
Let's isolate the problem first using a private window. Depending on your browser, here's how:
Sign in to your QB account again to check if you'll get the same error when setting up your payroll. If it works fine, you'll need to go back to your regular browser and clear your cache. There are instances wherein the stored data on you browser causes some odd behavior when using QuickBooks.
However, if you're still getting the error, I'd recommend using another updated browser instead.
You can comment below if you need further assistance. I'll be here ready to help. Have a nice day!
Im having the same issue, its very frustrating and theres no 24hr support, as much as we pay seems like there would be 24hr support.
i donloaded new browser, cleared all caches and history and logged out and in several times and get the same response.
mine wont let me even finish enrolling a new employee and doesnt give the option to delete said employee and try again
I wish I could make it better, @mg13yma.
At this time, we have an on-going issue where users, like you, receive the error message saying We hit a snag with error code when setting up your payroll and employee.
Rest assured that we've already informed our engineering team and they're diligently working in all hands to fix this as soon as possible.
That being said, I'd recommend contacting our Customer Care Support so you'll be added to the list of affected users. Once added, you'll receive all available updates about this investigation through your email.
To do so:
I've got you this article for more insights about the available hours of our dedicated support: Support hours and types.
We appreciate your patience as we're working on this. Please let me know in the comment section down below if you have any other questions.
that doesnt help me use a new subscription that we got for the sole purpose of payroll!
what a joke, these are issues that should have been resolved before launching. this is unreal and absolutely frustrating
Hey there, mg13yma.
As mentioned by my peer, our engineering team is all hands on deck working to get this error resolved as soon as possible. While waiting for the permanent fix, we’ll have to add the company to the notification list.
This is to ensure you receive email updates regarding the resolution status. Since the safety of your personal data is our top priority, I recommend contacting our QBO Care Team.
They can gather account information in a secure space. To reach them, follow these steps.
The investigation also provides important information that will help our engineers find a permanent solution. Rest assured, I will update this thread once more information is available about the issue.
To help stay on top with your taxes and forms, I'm including a link that can assist in preparing the payroll data: Year-end checklist.
Reach out to me if you have any questions. I’ll be right here to assist further. Have a good one.
Is there any ETA on when this will get fixed and in the mean time will QB be paying all of the payroll taxes ect? I am not sure I am getting any updates on this and I did call in to the support team 2 weeks ago and I am still getting same issue. My customer is getting a little upset - any resolution or Idea's of what I need to do to ensure their taxes are paid timely?
Hi there, @engagement.
Let me share with you some information on the updates about the investigation mentioned by my colleague above @Rasa-LilaM.
As per checking here on my end, this investigation (INV-38393) was resolved. To get your concerns addressed, you'll need to contact our QuickBooks Support Team so they can help you with your payroll setup. I'll guide you on how to contact them:
You'll also want to check the support hours to ensure your issue is addressed on time: What are the support types to get for support?
Moreover, I want to make sure you're always on the right track with your taxes and forms, thus I'll be adding this article for your reference: What are the different year-end checklist for QBO Payroll?.
Just tap the Reply button if you need more help or have questions with your payroll setup in QBO. I'll be around in the Community to help. Take care always and best regards, @engagement.
Same problem here! Very disappointed. This error message happens every time I try to add an employee. I am in the 30 day trial period......guess I won't be using Quickbooks for payroll. Also I followed the above recommendations for support. It says the hours are 8-3 on Saturday. When I click to send message it says you are closed on the weekends. What am I supposed to do when I can't add my payroll team and there is no support?
This isn't the impression we want to leave with you, @1of1ACR.
Currently, we received a new open investigation (INV-40614) about this error. Our engineers are working on a solution to get this feature working back to normal as quickly as possible.
In the meantime, I'd recommend reaching our Customer Support Team so you'll be added to the list of affected users. You'll also receive an update through email once this has been resolved. You can have them add to the investigation number (INV-45651).
Please review the support hours under the QuickBooks Online (QBO) section to make sure we address your concern on time: Support hours and types.
I've added this article about adding employees in QBO: Add, edit, or inactivate an employee.
Don't hesitate to drop a comment below if you have other questions. I'm more than happy to help. Take care!
April 2021, and same problem, "We hit a snag" .. this is my first experience with this platform, and after reading this form, not sure why ANYONE would chose to say on this pretend SAS platform. Clearly it's over a year and the bug and error message is still present. I'm setting up a simple payroll from importing my small company. Only 4 employees, and yet it couldn't import my standard Desktop data correctly, had to manually add back employees and Q1 salary totals. Then when trying to finish up, you get a "We hit a Snag".. what kind of error message is that even?
What a embarrassment, now I will have to sit on a support call to debug, what has been a known issue for over 1 year.
Thanks for joining this conversation, @vaiism.
Currently, there is still an ongoing investigation for the We hit a snag error (INV-40414) in QuickBooks Online Payroll.
To add you to the list of affected users, I recommend contacting our phone support team. Once added, you'll be notified of the investigation updates and if the resolution is available via email. Here's how:
To get assisted on time, please see our support hours page.
Also, QBO has several ready-made reports that you can access to view your employee and business information. To get started, see this link: Run payroll reports.
Post again here if you have other questions about processing payroll in QuickBooks. I'll be around to help. Keep safe.