QuickBooks Workforce

Is support helping you?  I called QB Support and was told I had to message support.  It took support 20 minutes to even find my account.  I am at 32 minutes on the messaging system and still no resolution to my problem. 

Why was this change made?  Why is the old instructions still on QB website if it is no longer applicable?  Why were we not notified of the change?  

I am a pro-advisor which reportedly receives better service than the typical QB user.  This is far from true.  Why would I as a CPA promote this software to my clients when I can't even get help?  

It only took 1 hour & 18 minutes for support messaging to resolve my issues.  It could have been resolve in 10 minutes via the telephone.  I think QB has gone to support messaging because viewmypaycheck changes are a mess and they couldn't handle the volume.  Perhaps they should go back to the old version.  Interestingly, the support person told me the change was to make it more efficient for me.  Not sure how that could be?  Each payroll I have to enable 'ActiveX' and disable "ActiveX"; login and invite employee whereas previously I just simply sent the employee and email with the instructions for setting up their account.  

I know at this point I will not be recommending QBs to any of my current or future clients until the support process is changed.  I wonder if I will get a refund for the wasted time spent on support messaging?  Doubtful........

Mine still doesn't work after fixing all that.  Probably because I have too many employees for the system.  They should not have changed this.

Do you remember which ActiveX controls you were to adjust?

Hi there, journeyinc.

If you're using the QuickBooks Desktop version and the invite page doesn’t load, let's make sure of the following:

• Update your QuickBooks Desktop to the latest release version
• Get the latest payroll tax table update
• Log in as QuickBooks administrator

Once done, check out this link to turn on ActiveX controls in Internet Explorer. 

Otherwise, check this article to fix ActiveX control installation issues in Internet Explorer for QuickBooks Online. Please make sure that you are logged in as a Windows admin.

Get back to me if you need more help with QuickBooks. Thanks.

I am having a nightmarish issue using Quickbooks Workforce and QB Support has decayed to an extra low level.  Messaging only, takes waaaaay too long.  They don't understand the issue, refer you to the obvious solution which is the one that I'm contacting about that didn't work in the first place.  So frustrating.

My employee accepted the invitation to WorkForce and could log in but kept getting the message  "We weren't able to show your payroll info."  After wasting way too much time on it, I simply asked my employee to give me a different email address.  I sent the invitation to her new address, she accepted and was able to see all her paystubs without a problem.  I don't know, but am guessing she had previously used the original email address for some other Intuit product (maybe Turbotax?) and that was causing the issue. 

I am a bookkeeper for a large company. We have almost 200 employees and 7 DQ locations in Montana. We constantly have problems with workforce and when the employees contact them via chat they are not helpfull. Often myself or one of the store managers have to do the chat in order to solve the issues. 

To pay so much for Intuit Enterprise with Workforce and not being able to talk to a support person by phone is unacceptable. Why they eliminated the call option or call back option is beyond me. 

I complain everything to Intuit if I have one of there reps on the phone but they will not take any responsibility. To everytime waste that much time on a chat is crazy.

Hopefully they read this and take note!!

my employer invited me to view the pay stub but I am getting an error message "We can’t get your info

Your employer isn’t connected to QuickBooks Payroll. Contact them to access your paycheck.".

I tried using incognito on Chrome, cleared cache but it didn't work, please suggest  

Thanks for bringing this one to our attention, sh_sinha.

I also appreciate you for performing some troubleshooting steps to get this sorted out. I've checked here on our records and we have an ongoing investigation about the Workforce error "We can't get your info. Your employer isn't connected to QuickBooks payroll. Contact them to access your paycheck". Our engineers are working together to get the permanent fix of this issue.

In this case, we recommend letting your employer contact our Customer Support Team. From there, our support will add them to the list of affected users. Then, they'll receive an email notification once there's an update on this issue. They may call us at a time convenient to them, or we’ll get in touch with your employer instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

1. Go to the Help icon on the top right. 
2. Enter your concern in the search field.
3. Choose Talk to a human.
4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human. 
5. Press Contact us.
6. Tick Continue. 
7. Choose Message or Get a callback.

Visit our Payroll page to learn more about managing payroll transactions in QBO.

The Community will always have your back if you need anything else in QuickBooks Online (QBO). Assistance is just one click away. Have a great day ahead. 

Has there been a fix to this recently as i am experiencing the same problem with one of my employees. I was able to use a different email and get them access but they would prefer to use the primary email and not the new one. Thank you for your timely reply.

Thanks for checking this with us, LDS of Michigan.

As of this time, the investigation for the Workforce error "We can't get your info. Your employer isn't connected to QuickBooks payroll. Contact them to access your paycheck" is still ongoing.

If you haven't tried contacting our support about this, please do so using the steps above. This will help us track the affected user so it will be easier to disseminate updates once the fix is available.

If you've already reached us out and become part of the containment list, please expect notification via email for updates.

I appreciate your patience while we're working on this. If you have other questions, just let me know. I'm always happy to assist you further. Have a great day ahead.

Hi, I am having the same issue.  Is there anyway to expedite this issue?

Let me share a few information, Dfin64.

We're unable to expedite the issue. Rest assured, though, that our engineers are doing their best to fix this.

While we're waiting for the resolution, I suggest reaching out to our payroll support if you haven't contacted us yet. This way, you'll be added to the list of affected users. You can follow the steps provided by RCV.

Once it's fixed, your employees can view their paystubs. 

Don't hesitate to reach out to us if you have other concerns. We're right here to help you. Take care!

Any fix for this yet? Last payroll I was chatting with support for 3 hours while we resolved it and now two weeks later we're back at square one with no obvious resolution when we had all the employees accessing paystubs just fine two weeks ago. 

Judging from this correspondence alone this has been an issue for 2 years!! Why are we paying so much just to have frustrated employees?

This is not the impression we want you to experience when using QuickBooks Workforce, Intercore.

I appreciate you for contacting our Chat Support Team to get this sorted out. I've checked here on our records and we have an ongoing investigation about the Workforce error "We can't get your info. Your employer isn't connected to QuickBooks payroll. Contact them to access your paycheck". Our engineers are working together to get a permanent fix for this issue. We can try performing the recommended workaround for your employees to access their paystubs. Here's how: 

1. Try sending a new email invite to your employee. 
2. Let them open the new email invite and click on the Get access to paychecks button.
3. Sign In with the email address/username and password.
4. If they are routed to the create account page, they can scroll down to the bottom and click on the "Already have an account? Sign In" link.
5. Click on Continue to (name of the company) button.
6. They can use a different browser or incognito when open NEW WF invite to sign in from it.

If the same thing happens, we recommend letting your employer contact our Customer Support Team. From there, our support will add them to the list of affected users. Then, they'll receive an email notification once there's an update on this issue. They may call us at a time convenient to them, or we’ll get in touch with your employer instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

1. Go to the Help icon on the top right. 
2. Enter your concern in the search field.
3. Choose Talk to a human.
4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human. 
5. Press Contact us.
6. Tick Continue. 
7. Choose Message or Get a callback.

Visit our Payroll page to learn more about managing payroll transactions in QBO.

I'm just one click away if you need a hand with running payroll reports or any QuickBooks-related. I'll be here to ensure your success. You have a good one.