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sacspeed
Level 1

payroll subscription suspended

im trying to submit payroll but error message via the app shows my payroll account is on hold. Online my account wants me to update the credit card on file and i keep getting error code 81624 after i enter all my info. when i enter my bank account info for the bank transfers - it takes it and says successful. not sure what im doing wrong

 

3 Comments 3
MichelleBh
Moderator

payroll subscription suspended

I'll point you in the right direction, @sacspeed.

 

I appreciate you updating your credit card information and processing bank transfers in QuickBooks Online (QBO). I'm here to share some actions to fix the error code 81624. 
 

I've checked our records, and I haven't seen any reports similar to this. With this, I'd suggest updating the credit card data using a browser. From there, let's do fundamental troubleshooting steps to get rid of the error. Stocked cache files on your browser can infrequently cause an error. 

 

To start, please access your account via incognito. These browsers won't save any browsing histories. 

 

Feel free to use these shortcut keys:

 

  • Google Chrome: Ctrl + Shift + N
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P

 

Once logged in, please re-enter your credit card details to confirm it's already functioning appropriately. If you're able to do so, we'll have to go back to your normal browser and clear the cache to drop the junk files. Using other supported browsers is a good choice also. 

 

Once the credit card is updated, the suspension should be cleared shortly, or at the latest, by midnight PST. You can check this article for more insights: If your QuickBooks Online account gets suspended.

 

However, if your account is still suspended at that time, I'd recommend contacting our Payroll Support. They can investigate your account and the root cause of the error in a secured environment. Also, provide you the bank transfer status that you've previously processed and lift the hold. 

 

Here's how: 

 

  1. Go to the Help menu, then choose Contact Us
  2. Type your concern in the box, and hit Let's talk
  3. Choose either Get a call or Start a chat
  4. Complete the required data and submit the request.

Please call them within business hours to guarantee we address your concern promptly. 

 

Once the hold is lifted, you can now continue submitting your employee's payroll. For more details, check out this link: Process or run payroll.

 

Additionally, you can always access the subscription history by going to the Billing & Subscription page. That way, you can review all the amounts deducted from your account.

 

 

For more information, check out this article: View your QuickBooks Online payment history.

 

Lastly, please browse these articles about handling subscriptions, payment methods, paychecks, and other topics. 

 

 

Don't hesitate to reach back out to me if you have any other questions. I'll be around to help you out. Keep safe.

Treat
Level 1

payroll subscription suspended

how do I get payroll help to call

 

Carneil_C
QuickBooks Team

payroll subscription suspended

Hi, @Treat. Thank you for reaching the Community. I'd like to redirect you to the right support so your concern gets addressed right away.

 

You can follow the steps below on how to reach them:

  1. Sign in to your QuickBooks Online Company.
  2.  Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk / Continue.
  5. Choose a way to connect with us.
     


Moreover, I’ll be adding this article to for more details on how to Contact Payroll Support.

 

Please know that support is available Monday through Friday from 6 AM to 6 PM PT.

 

In case you'll need helpful links and guides to assist you in doing QuickBooks Payroll tasks, you can visit our QuickBooks Help Page. From there, you'll find a number of help articles and even video tutorials based on what you've searched. You can also bookmark them in your browser for easy access and use them as your future reference.

 

I’m always ready to assist you if you have any other questions or concerns about managing your payroll. Tag me in your reply and I’ll sprint back into action. Have a good one and keep safe.

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