Thanks for sharing your concern, @centuryarchives.
Since the two accounts have different company IDs they will show as two entities in QuickBooks and we're unable to merge them. To sort this out, you'll have to contact our Customer Support Team to cancel the other account so you can purchase the Payroll Core.
I know that you already contacted them but, I'd still suggest reaching our Customer Support again. They have tools that can pull up your account securely and cancel your subscription from there. Our support team can also help you subscribe to a payroll account and guide you with the setup.
Here's how:
- Click the Help (?) icon at the top.
- Type Talk to a human.
- Enter your issue or question on the What can we help you with box.
- Choose I still need a human.
- Select the Start messaging or Get a callback option.
To ensure that you'll be assisted on time, please see our support hours.
Also, may I ask what specific error message you received? This way I can provide a timely resolution.
For the canceled account, you can export your data before the end of the year. You'll have copies and can use them in the future this way. Check out this article for a detailed list of steps: Export reports, lists, and other data from QuickBooks Online.
For more details about QuickBooks Payroll pricing, see this article: QuickBooks Online Payroll Pricing.
I've also added these articles that will guide you in setting up your payroll so you can pay your employees: Get started with QuickBooks Online Payroll.
If you have any additional questions about your payroll account or other concerns, please let me know in your reply. We'll be around to help you out some more. Take care and stay safe.
