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eagleautoid
Level 1

I can't hit the "Continue" button when entering prior payroll. I click it and it acts like nothing happens. No error message. Same thing happens in Google Chrome and Edge

 
3 Comments 3
Kristine Mae
QuickBooks Team

I can't hit the "Continue" button when entering prior payroll. I click it and it acts like nothing happens. No error message. Same thing happens in Google Chrome and Edge

I've checked our records, Eagleautoid. I'm unable to find open cases similar to yours.

 

Good work for checking if it'll work with a different browser. This can be caused by too much cache. Let's try a few more steps to fix it.

 

Let's start with opening QuickBooks Online through a private browser. This is the best place to identify web issues. These are the shortcut keys:

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

If you're able to continue with entering prior payroll, go back to your regular browser, then clear the cache. It's advisable to clear them out periodically to prevent issues like this. 

 

I'll also share the article on how to set up a prior payroll to help you out. 

 

Feel free to keep us updated after trying the steps. We're right here to help you. 

eagleautoid
Level 1

I can't hit the "Continue" button when entering prior payroll. I click it and it acts like nothing happens. No error message. Same thing happens in Google Chrome and Edge

I tried the above steps and it still didn't work. Any other ideas?

RCV
QuickBooks Team
QuickBooks Team

I can't hit the "Continue" button when entering prior payroll. I click it and it acts like nothing happens. No error message. Same thing happens in Google Chrome and Edge

I appreciate you for performing the troubleshooting solutions provided by my colleague, eagleautoid.

 

I've checked here on our end and there's no reported case where customers can't enter prior payroll. Aside from clearing the browser's cache, let's try clearing Intuit-specific cookies in your browser. This helps us to refresh website preferences in your program.

 

Just refer to this article for the steps and details: Clear cache and cookies to fix issues when using QuickBooks Online. Then, go to Step 2: Clear Intuit-specific cookies from your browser section.

 

You can also other supported, up-to-date browsers like Safari and Mozilla Firefox aside from Google Chrome and Microsoft Edge.

 

If the same thing happens, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and investigate what's chasing this issue.

 

Here's how:

 

  1. Click the Help icon on the top right. 
  2. Tap the Contact Us button at the bottom. 
  3. Enter a short description of your concern. 
  4. Tick Continue
  5. Choose Message an agent to connect with our support. 

contact1.PNG contact2.PNG contact3.PNG

I've got a link here that provides you with articles about managing your payroll: https://quickbooks.intuit.com/learn-support/en-us/payroll-and-workers/07?product=QuickBooks%20Online.

 

Keep me posted if you need a hand with running payroll reports or any QBO related. Wishing you and your business continued success. Keep safe and healthy. 

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