QB will not send employee portal reactivation emails. It says they're sent but they are not received.

Thanks for posting in the Community, @rogerabritt. I can see the need to get this issue sorted out since you've experienced it about a month or so ago. That's why I'm here to provide the steps on how to resolve this. 

Here are the three possible factors why the system says your reactivation emails are sent, but they aren't received: 

• The emails were moved to your employees' Junk or Spam folder.
• Their email addresses were incorrectly entered.
• Their browsers' stored cache is full. 

First, I'd suggest letting your employees open their emails and check their Spam or Junk folder from there. This way, they can locate your Workforce invitations. 

Second, let's make sure their emails are correct in their Workforce accounts. If you've updated their email addresses in QuickBooks Online (QBO), they need to do this on their end. Please have them go to the Sign In & Security or Personal Info tab to make any changes. After that, you can resend the invitation to them. For more information, check out this article: Invite Employees To See Paystubs And W-2s Online. Just go to the "I sent the invite to my employee but they didn’t see it. What should I do?" section under Get answers to common questions. I've attached a sample screenshot below of how it looks like after I clicked the Resend Invite from my employee's profile. 

However, if the issue persists, let's have your employees open their emails via an incognito window. It doesn't store data in the cache, so it's a great way to isolate browser-related issues. Here are the keyboard shortcuts: 

• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N 
• Mozilla Firefox or Microsoft Edge: CTRL + Shift + P 

If the employees received your reactivation emails, let them clear their regular browser's cache. Doing so will help them remove their junk files, so they'll function efficiently. Otherwise, have them use a different browser to help them get the most secure experience with the program. 

Once resolved, your employees can view, download, or print their paychecks online. Just let them go to the Paychecks page through their Workforce accounts. They can also print their W-2s from the W-2 menu. For more details, visit this article: Viewing Paychecks And W-2s Online.

You've got me here in the Community if there's anything else you need. Keep safe always, @rogerabritt.

Hi RaymondJayO

Thank you for replying.

I’m using my own personal email account as an employee, so. Emloyees can't log in as they're not receiving their invites.....

There’s nothing in the junk box.

All email addresses are unchanged since before the ‘upgrade’ i.e. the move to Advanced pay roll, all worked well enough before then and mine is unchanged.

The browser cache is the not the issue. The email accounts are outlook on PCs and there’s no problems with any other emails.

So, currently no emails are being received from Quick books either as portal invites or with pay slips, an ongoing issue (this has never worked). Those emails that are working are, HMRC submissions (PAYE and VAT) and customer invoices.

The additional links you sent told no more than your email.

So, no solution yet.

I appreciate update that you gave, @rogerabritt.

I'd like to ensure that your employees will be able to receive invites to they can view their paychecks.

To help determine the reason behind this matter, I recommend contacting our Customer Care Team. They have the tools that can further identify why your employees are not receiving the invites that you've sent since the problem persisted after performing the steps above.

For your reference, I'm adding here some links that you can visit about the different ways of having your employees access their paycheck through the QuickBooks Online Advanced Payroll:

• Learn how to configure & grant access to the Employee Portal in QuickBooks Online Advanced Payroll
• View Pay Slips in QuickBooks Online Advanced Payroll

I'll be right here to assist you if you have any other questions. Just leave a reply below and we'll take it from there. Have a good one!

Nope...I tried calling support for this very reason and we are told they cannot discuss it with us that we need to have the employee call. Of course, the invitation is being sent to the employees "Work" email and I can see that the intuit invitation NEVER arrives. Yet somehow this is the employees problem and I should pay them to call in with "no" information as they simply log into their email and it is not there. Why would the tech not want to speak with our email admin?

I'm glad that you've joined the thread, @mgrafing.

Let me help you clear things out. For security purposes, Intuit needs to speak with the employee who owns the account for the owner's credentials verification.

For now, I'll recommend checking your email that is registered to receive the message from Intuit. To see if Intuit sent a message that contains instructions on what you can do about your issue.

If you want to learn about the different options for access permissions, you can read through this article: User roles and access rights in QuickBooks Online.

Don't hesitate to reply to this post if you have more QuickBooks account access-related concerns. I'll be more than happy to assist you. Keep safe!

Brian - Although I do appreciate the suggestion it does not answer the questions. I am going to break down a bit better. We hired an employee and set them up in Intuit and sent the portal invitation. The new employee does not receive the invite so we go to our mail admin. He can see all the invites we have received except for this one new employee. This is not about the employee any longer, this is about your system NOT sending the invite. So if the employee has never logged in to create an account PIN for identification because the never received the invitation. This does not require the employee to validate himself because we have yet to get to that point in the process. So let's play this game with support. Does Intuit have a person who can validate why the email is not sent? Does that seriously require the warehouse worker to call and validate who he is when he has never received the email. Our customer is now in talks with ADP and intuit will be losing a very large customer. Why? because a payroll clerk cannot get support on a broken invitation that is never sent now received. They refuse to call Intuit again because it is like talking with brick wall. Again...this is about your system not sending the invite and our system never receiving one for that user. We have had this issue 3 times now and the time is not being used is a loss to the client and now you want to waste the employees time as well? How about making this simpler for the person paying your bill? If you step back from this picture, we should be able to call and ask Intuit to look and tell us why the email is not being sent. We have tried moving customers from QB Desktop and other Accounting platforms but they all come back with negative response based on known incidences their colleagues have with supportability. In this case, your support is broken an not repairable. At least on ADP they can get that answer without involving the employee who has never even received the invitation. To be honest, I am at a loss on how to get past your first level of support to someone who can look at the mail logs and have resolved to moved several customers to Bambee Payroll. It is sad that Intuit doesn't see the issues that accountant and payroll clerks see.

We want this resolved as much as you do, Mgrafing. Going back and forth isn't easy, and I'm here to provide some details to help you get things back on track.

When sending email invitations, let's ensure your employee's email doesn't contain any special characters. It is to check the validity of your email if they were entered correctly and verified.

Additionally, we can change the Username and create a new Intuit account for the same email. Here's how:

1. Visit this link.
2. Sign in using the existing username and password.
3. Go to the Username area, and click Edit.
4. Change the information to a different username.
5. Open the email invite, and create an account using the email address as the username.

Furthermore, if you're still experiencing this kind of issue, I'd recommend contacting our Customer Care Team. They have the tools to pull up your employee's account and track further what's causing the problem. Also, they have the ability to escalate you to higher support if necessary to come up with other troubleshooting procedures.

I've added these references on how your employees can access their online paychecks and W-2s: 

• Invite your employees to QuickBooks Workforce to see pay stubs, W-2s, and more if you use QuickBooks....
• View your pay stubs, time off, and year-to-date pay in QuickBooks Workforce.

Your success in getting this resolved is our priority, Mgrafing. You're always welcome to get back to us if you have additional QuickBooks-related concerns. We'd be right here, willing to lend a hand. Stay safe!