Payroll Stub Benefit Line

Hello there, Julie. I appreciate you sharing details of the situation you're encountering.

I understand how this unusual behavior has affected your business tasks. Please be assured that I'm here to help you get past this Paid Time Off (PTO) not showing in your employees' paystubs in QuickBooks Online (QBO). 

To help identify the issue, I suggest using a private window, which doesn't save temporary files. Sometimes, QuickBooks can have poor configuration, leading to browser-related issues. Browsers utilize cache and cookies to load web pages faster on subsequent visits, but this can occasionally result in unexpected behavior that affects the views and performance of QBO.
 

To open an incognito window, you can use the following keyboard shortcuts:

• Mozilla Firefox & Microsoft Edge: Press Ctrl + Shift + P
• Google Chrome: Press Ctrl + Shift + N
• Safari: Press Command + Shift + N

If the PTO field finally shows the correct used and available hours when using a private window, I suggest clearing your browser cache to refresh the system. If the issue persists, I recommend utilizing other supported browsers. This will help us determine if the problem is specific to your current browser.
 

Additionally, you may want to explore this article to learn about what you and your accountant need to do in QuickBooks to close out the previous year and prepare for the new one: Year-end guide for QuickBooks Online.
 

I would appreciate it if you could provide an update by leaving a comment below. I'll be sure to follow up and offer the necessary help.

Hello,

Thanks for the advice. I opened a private window (the incognito window) and this did not make a difference. I am attaching a screenshot of what showed in the private window. I even checked in the settings to see if something in there needed to be changed but I did not find anything helpful there. Thank you.

Thank you for trying the suggestions of my colleague, Julie.

I suggest contacting our QBO Payroll Support team to investigate the inconsistency between the Used and Available balances. They are open on weekdays from 6 AM to 6 PM PT, and will assist you further with this issue.

1. Go to Help (?).
2. Select Contact Us.
3. Enter your concern, then select Let's talk.
4. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

Chat channels based on product:

• QuickBooks Online Payroll Core
• QuickBooks Online Payroll Premium
• QuickBooks Online Payroll Elite

If you have any other concerns about paystubs, please don't hesitate to go back to this thread.

Hello JessT

I contacted QBO Payroll Core. After chatting from 8:13AM until 10:55AM, the agent Zhywindel had me go to the File Exchange and fill out an Excel Form showing what I needed to have fixed on our paystubs. I filled out the form for 8 of our employees showing what needed to be corrected. I then chatted with Nikki Shane on QBO Help asking her to escalate the form. She said she would take care of escalating my form. Later she called to tell me that they could not help me with that and that I would have to contact QB Frontline. I had never heard of QB Frontline so I looked it up online and it appears to be a service that I would have to pay for. I am very frustrated. I spent my entire morning (4 hours) speaking with QBO Help only to find out that they could not help me. While the agents on chat and the phone were nice, I'm right back to where I started. I don't understand why it is so difficult to get help and why it is so time consuming, when I explained in the very beginning what I needed. I don't know why Intuit cannot provide help to its customers. Again, I am extremely frustrated.