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C
CareyBrand
June 13, 2019
Question

QuickBooks Workforce

  • June 13, 2019
  • 2 replies
  • 12 views

We have QuickBooks Online Plus. Our employees are having trouble signing in to view their paychecks. Error says "we cant get your info" "your employer isn't connected to QuickBooks Payroll. or, says "We weren't able to show your payroll info"

Also, we cannot find anywhere to send invite except by entering their email and checking the box underneath it. However, it never sends the invite? We have to send them the website separately. We have several employees signed up already but new employees cant seem to get signed up?

      2 replies

      D
      donnacpa
      June 20, 2019

      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  Why is the old instructions still on QB website if it is no longer applicable?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?  

        D
        donnacpa
        June 20, 2019

        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........

          R
          RCVQuickBooks Team
          QuickBooks Team
          April 15, 2021

          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. 

          L
          lbmwendell
          July 29, 2020

          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. 

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