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Level 2

Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Previous year's attempts to update to latest version of QB have been a nightmare.

 
7 Comments
QuickBooks Team

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

Thanks for dropping by the Community space, @rsleonard


Are you trying to upgrade your QuickBooks with Payroll to the latest version? If so, can you tell me the specific error or issues you’re experiencing during and after the process? 


There are two ways to successfully update the program and your file. If you have an annual subscription, use the easy upgrade steps.


Here’s how:

  1. When a new version is available, you’ll get a message when opening QuickBooks. Click the Upgrade Now button.
  2. If you want to keep your current version of the program, pick Keep old version on my computer, then hit Let’s go.
  3. Once done, tap Open QuickBooks.

The system download, install and register the new version. It also creates an updated company file. 


Check out this resource for the details: Upgrade to newer versions of QuickBooks Desktop Pro Plus, Premier Plus, or Enterprise.


Otherwise, utilize these articles: Install QuickBooks Desktop and Upgrade your company files after switching to a new version of QuickBooks Desktop. The links will guide you through the step by step process. 


Please know that I’m just a post away if you have additional questions. Have a great day!
 

Level 2

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Previous year's attempts to update to latest version of QB have been a nightmare.

Perhaps this note from last year to the Office of the CEO -- which finally resulted in a solution to the puzzle, on your end without me necessarily understanding how it was achieved -- will help you understand my concern and hesitation. Please read it and answer the question: HOW DO I AVOID THIS HAPPENING AGAIN. Please answer THAT QUESTION directly. Thanks, in advance.  

I've used QuickBooks Desktop since 1993 in support of my wife's small business (she owns and operates a court reporting agency). Although I have an entirely different "9-5" job, my wife isn't s a numbers person, so I handle the business's financial matters, including accounting. QuickBooks has always worked for us, even as we adopted a specialized vertical package for some front end invoicing and pricing functions. 
 
For calendar year 2017, we tried a third party vendor for our payroll, and decided to come back to QB for calendar year 2018. I purchased a bundled QB2018 Pro/Enhanced Payroll (including a one year subscription) at Costco, and installed it prior to our first payroll in 2018. It worked fine until early February, 2018 when I got a notification that my trial had completed, and that my subscription was inactive. Jumping through hoops, and working together with QB staff -- including adding another 30 day "trial" and eventual conversations with the C-suite -- the problem got solved. My subscription got updated to what it should have been, with an expiration date late in February 2019. 
 
Anticipating that expiration, I purchased QuickBooks 2019 with Enhanced Payroll (including a one year subscription), again at Costco. This time, I called customer service and they walked me through the installation of the product. 
 
Around the end of March, I started getting messages that my subscription was going to be inactivated; I ignored the message, as Payroll continued to work.
 
This morning, I got the message again, and this time payroll DID NOT WORK. I was able to generate paychecks, but unable to articulate the payment of federal and state payroll liabilities.
 
When I called Cust. Svc., I was told that it was a "syncing" issue and they wanted to give me another 30 day trial while they worked on the issue.  They said that they expected that the issue would be solved in 7-10 business days and that the trial would work in the meantime.
 
I'm not sure why this is such a difficult issue, as I'm not a software engineer; I'm just a loyal end user who has put their faith in QuickBooks and Intuit for 26 years. What do we need to do...not just to solve this issue today, but to ensure that we don't have to go through this dance a year from now?  I don't think I'm being unreasonable and I realize that I may annoying in my persistence, but I suspect that I am not the only person having to deal with this issue. When upgrading -- AND PAYING FOR IT -- shouldn't a user expect a product to work?
QuickBooks Team

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

I appreciate the complete details that you gave, @rsleonard.

 

I can see the circumstances that you've been through, and I thank you for making QuickBooks be your business partner. 

 

Once you encounter any unusual behavior while working with QuickBooks, I recommend reporting it to our Customer Care Team so it would be investigated in a timely manner.

 

I would also do my part, and pass along this preference to our developers so this will be addressed. They'll be able to look further into this matter and can make a resolution to prevent this from happening again.

 

You may also visit out Intuit Developer Forum to stay in the loop about news and updates about the product. This also allows you to ask questions straight to our developers.

 

Please know that my doors are always open to help you if you have any other questions. Just reach out to me here, and we'll take it from there. Have a good day!

Level 2

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

Is this still a known issue -- that is the simple question.  Can you check? I'd like a definitive YES or NO. I don't want to purchase it to discover the same issue.  It took nearly two months for the so-called "Customer Care Team" to actually get it fixed, and that was only after getting the office of the CEO involved. How about something PROACTIVE?

Highlighted
QuickBooks Team

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

Hi there, rsleonard,

 

We can check this by pulling up your account in a secure environment. To do this, I suggest contacting our QuickBooks Desktop Payroll Team so they can review your case and provide an update about the syncing issue.

 

Here's how to get in touch with them: 

  1. Go to Help, then select QuickBooks Desktop Help.
  2. Click Contact Us.
    contactQBDT.PNG
  3. Give a brief description of your issue, then select Continue.
  4. Select which one is best for you.

To add up, QuickBooks Desktop Payroll subscription is set to auto-renew. That being said, they will also review and verify your billing information on file. This is to renew your subscription automatically every time it reaches the renewal date.

 

Manual renewal is required if there's an expired credit card on your account. And, that's why you'll be asked to reactivate your payroll subscription.

 

Please update this post if you have follow-up questions and I'll get back to you.

Level 2

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

I don’t think you understood. This isn’t an issue with my account isolated to me. It is an issue with upgrading from year to year in the software. It has happened two years in a row.

 
I WANT TO BUY THE NEW 2020 SOFTWARE. NOT AUTO RENEW. HAS THE PROBLEM BEEN RESOLVED?  Could you please answer that question either yes or no??
QuickBooks Team

Re: Has the issue been resolved regarding the seamless upgrading of QB Version, for payroll? Prev...

Yes, rsleonard.

 

We're unable to avoid any issues when it comes to upgrading your account to a new license every year. The best thing that we can do is make sure you keep a backup file of your company data before doing the upgrade.

 

If you're not confident with upgrading the company on your own, you can always reach out to our Customer Care Support. Just follow the steps provided by my colleague MaryLandT, and we'll help you further.

 

For any other concerns or questions, feel free to visit us here. Thank you.

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