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Level 1


I recently contacted quickbooks for support.  I had a problem with a negative amount in my payroll tax folder and when I clicked on it, it told me to contact support.  So I did, & the person on the line said I had a corrupted file and it would cost $999US annually for the fix?!?  Wth!!  It’s quickbooks online, all my data is stored with I’m not sure how the heck I had a corrupted file....let alone have to pay that kind of money considering the amount of money I pay every month!!  So.....this is my question-was this a scam or do they literally expect a person to pay that amount of money for a repair?!?

6 Comments 6
QuickBooks Team


Hi there, Tee70.


Thank you for bringing this matter to our attention and for spreading awareness about this. I'll provide information about the negative amount of your payroll tax. Then share steps to contact our QuickBooks Online Support to ensure that you call the right person from Intuit.


When there's an overpayment, it can cause a negative amount to appear in the payroll tax folder. With this, I'd suggest running the Payroll Tax Liabilities report to check if the deductions and payments made in your payroll are correct.


Here's how:


  1. Click Reports at the left panel.
  2. Type Payroll liabilities in the search icon.
  3. Filter the date range and work location.
  4. Hit Run report.



Then, you'll need to go to the Help icon from your QuickBooks account. From there, you can get in touch with our support. They have the tools to pull your account to investigate the cause of the issue. Please note that contacting our support for any customer support issues doesn't have charges.


Here's how:


1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.


  • Start a chat with a support expert.
  • Get a callback from the next available expert.


7. Select how you want to contact them and fill in the information.



Additionally, if you receive an email message about the suspicious charges and you believe is not from Intuit, you can forward any suspicious email or person directly to Intuit at For more details about it, check out the article below: Is this email I received a legitimate communication from Intuit?.


Please refer to this article to see a list of different payroll reports that are available in QuickBooks Online Payroll: Run payroll reports.


You're always welcome to post in the Community anytime you have other concerns or questions. We'll be here to assist you anytime.

Level 2


Huh. I had a very scammish call from someone last week that had information that I believe could only be gleaned from QB. I have desktop, no one has my log on credentials. This caller had the name of my bank, my company name, a name of one of my clients and they knew he paid using the bill pay function at his bank. I can not think of one place that information would be except in Quickbooks.


Two weeks ago, my payroll was not calculating taxes. I called Intuit and was first told it would cost me $1500. Then when I resisted, they told me that was for a year of support but they would do it for $800 and include a "free" upgrade to QB2021. I have 2019 and I did not want to upgrade. Then I got 3 different answers as to why I was forced to upgrade. One was that my company file was too big. If there were actually true that would be concerning. The next was that 2019 was no longer supported so they would not be able to help me unless it was 2021. I can't even remember the third, it was absurd, at that point I felt strongly I was being lied to and being extorted for $800.  I watched. Someone remoted and ran a checksum file. It ran for hours. It never completed and then I had to drive so my laptop lost the connection. TEch service called be back, started the checksum file and I told him I could not wait as I needed to run my payroll and suddenly he was able to magically fix it. My guess, they backed up my DB somewhere then restored it to my forced upgrade. My next guess? Intuit has issues they are not being forthright and are willing to rob in is the process of fixing it. And make no mistake, $800 was pure robbery/ripoff.


A few minutes ago I got a phone call from "Intuit Tech Support", the phone number can not be traced stating that they need to log onto my computer because they have a problem with "services". So, if that call is not a complete scam and actually from Intuit, then it either means there is some background service having a problem locally on my laptop, I guess it would be the same for everyone or there is an issue with the payroll services in which case it is a good chance that the $800 issue I had a few weeks ago was an Intuit issue and nothing to do with my local install. That would be something else, wouldn't it.


So, I told the "Tech Service" guy he could email me because I am not letting a cold caller remote into my laptop. Seriously, WTF is going on here? Either it is a scam or Intuit has some serious issues. And if it is a scam, that means that somehow someone also has an idea I recently upgraded my Quickbooks although this guy was hazy on the details and had not idea what exactly I had done, he said he would "try" to email me directly, as if it is legit then they should have my email. And even if it is legit, I'm betting serious money, perhaps $800 that I was blatantly ripped off a few weeks ago for an Intuit issue.




This isn't the kind of service I want you to experience, sharky1.


Let me make it up to you by making sure you're routed to the right support team who won't take extra charge for fixing payroll tax issues. Those calls could be fraud from parties claiming to be affiliated with Intuit.


Outbound calls from a QuickBooks representative won't provide any account information from you. They'll verify if you're the primary contact or admin of the account before performing any troubleshooting steps. Here are some tips to prevent this: How you can help protect your business from fraud.


Moving forward, please make sure to use this link when contacting our Live Support Team: QuickBooks products and services Support.


For the system that isn't calculating taxes, there are several reasons why it happens. Among these are


  • The total annual salary exceeds the salary limit.
  • The gross wages of the employee's last payroll are too low.
  • Ensure to run the latest payroll update to keep your taxes updated.

Let's make sure your QuickBooks is in the latest version as well as your tax table. Then, review the employee's tax setup since it affects how QuickBooks calculates it.


Once done running payroll update, please revert your employee's paycheck. This refreshes your payroll information to calculate the taxes on the transaction.


Here's how:


  1. Open your employee's Payroll Information.
  2. Right-click the name of your employee which highlighted in yellow. 
  3. Select Revert Paycheck

For more troubleshooting solutions when payroll taxes are not withholding, please refer to these articles:


Don't hesitate to let me know if you have other questions about fraudulent calls. I'll be around to help.

Level 2


Wrong. QB already ripped off $800 and I listed the crap reasons they gave me. And they knew I had not choice as I had to get my payroll in. What an experience that really proved what I already suspected about QB. Greedy and dishonest. This company is extremely unethical. They did not even do a minimum of troubleshooting. My salaries are the same, nothing changes and the reasons you gave me were never mentioned on the call. The tax tables would not download. The multiple reasons I was given were made up. Especially in comparison to what you told me, no one even asked if I had tried reverting the checks. So, perhaps that was the issue and they just grabbed the $800. Unbeleivably scummy behaviour.


For the other issues, I believe Intuit is having issues being hacked or that have employees possible selling info or scamming people. We shall see how that plays out. For the scam call I got last week, no one would have that cluster of information unless they had access to my quickbooks database, such a coincidence that Tech Support remoted onto my computer.  For the call I just got a while ago saying there were problems with the services, why did that person know I recently upgraded? Was it Intuit of does Intuit have another problem No one has emailed me or reached out in a way that is legit. 


Refund me the $800 I was screwed out of them perhaps I'll think Intuit may on occasion do the right thing. Don't worry I won't hold my breath.

QuickBooks Team
QuickBooks Team


This is not the impression we want you to experience, sharky1. 



I can see here that this is a duplicate post. Please refer to the responses provided by my colleague through this link:


The Community will always have your back if you have any additional questions. Take care always. 

Fiat Lux - ASIA
Level 15


@sharky1 wrote:

Two weeks ago, my payroll was not calculating taxes. I called Intuit and was first told it would cost me $1500. 



Just to clarify, how did you contact Support? 


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