Help Chat Window

Nice to have you in the Community space, @hat.

To get around this issue, I’d recommend logging out and logging in to your TSheets account to refresh and update the connection.

If the issue persists let’s log in to your account on a private window (incognito). There are times that the browser is full of frequently-accessed pages that can causes unusual behavior.

Using a private window doesn’t store any data. Thus, this helps us determine if this is a browser cache issue. To start, you can follow these keyboard shortcuts depending on the browser you’re using.

• For Google Chrome browser: Ctrl + Shift + N
• For Mozilla Firefox browser: Ctrl + Shift + P
• For Safari browser: Command + Option + P

Once in via a private window, try to check if the chat window reopens itself. If it doesn’t, then we’ll need to clear your browser’s cache. This will delete all data and make your browser to function efficiently.

If the issue persists, try using other supported browsers. That way, we can verify if this is a browser-integrated issue.
 
Let me know if there’s anything else I can help you in managing your TSheets. I’ll be around to help you. Keep safe!

Thank you for your response.  The problem does not persist with incognito browsing.  However, it does not go away after clearing the cache.  Also, the problem is still happening with other supported browsers.

I appreciate you for trying the steps shared by my colleague, hat.

At this time, I recommend reaching out to our Phone Support team. We have agents there that can do a screen share with you and verify the issue further.

Here's how you can contact them:

1. Click the ? Help button.
2. Enter Talk to a human.
3. Enter The help chat window won't stay closed.
4. Select I still need a human.
5. Click Contact us.

If you have some How do I concerns, you may visit our Help page. We have articles there that have detailed information to resolve your queries.

I'm just a post-away if there's anything that I can help. Keep safe!

Those options are not available.  When I call the help line I'm told that the wait time will be 35 to 45 minutes.  I've already left several messages.  I'm done.  In 45 minutes I can find a new timesheet program.

I need refund. Canceled subscription over a month ago but money is still coming out my account. Why is this?

Subscription canceled over a moth ago but I'm still paying. Y?

Dear sir 

Customer Id No. [removed] 

The Issue is we have to resubscribe. We done The Payment & Amount Also Detected But Not Subscribed 

Please Solve The Problem 

Hello, 517711935. 

This is not the kind of service we want you to experience. I'm here to ensure that you'll be able to resubscribe again in QuickBooks. Since in Community, we have limited access to your account. I suggest contacting our customer support team. This way, one of our representatives will be able to pull up your account in a secure session and help you with your subscription issue. 

To contact our support team, here's how: 

1. Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. Tap Contact us. Then choose Get a callback.    

Just a heads up, due to the pandemic we have limited staffing. To make sure you get prioritized on your concern. Please check out our support hours and contact us at a time convenient: ​​Support hours and types.  

I've also added these articles about subscription and billing information:  

• Update billing, payment, and subscription info in QuickBooks Online.  
• Find your subscription renewal date. 

It'll be always my pleasure to help if you have any other questions. I'll be keeping an eye for your response. Have a great day!

I am also having the same issue with the messaging window not closing. This is so annoying. I have cleared cache and it is still persisting. Please advise? 

Hi there, APP_KMohler.

Thank you for joining the thread and for doing the steps that my colleagues shared above. At this point, I would recommend contacting our TSheets Support team, so they can use a screen-sharing tool to gather more details about the behavior. They are open on weekdays from 6 AM to 6 PM.

If you have other questions, you can always go back to this thread.

Hi there @kilpatrick,

Thanks for reaching out to the Community. I don't see a comment, maybe there was an error posting. What can I help you with? If you can give me a few details, I'm happy to get you back on track. 

I'll keep an eye out for your response. Chat soon!

Hi there, I was wondering when and what date I was refunded and to which account. Thanks. 

Hello,

I would like a copy of my promissory note so I can find my PPP loan number. I contacted Crossover bank and they told me to reach out to Quickbooks/Intuit. Thank you 

Hello @payroll 14! Thanks for reaching out. I definitely want to help you get that information so you can apply for that PPP loan. 

I'm going to direct you within your account to the PPP Loan Support center. They have the tools and information to get you what you need.

1. Log into your QuickBooks account as the admin.
2. Go to the Capital area of your product. 
3. Then click on PPP Center.
4. Start a chat.

If you have any issues finding those steps in your account, please feel free to reply to this post and we can steer you in the right direction. We're all dedicated to getting you the help you need!

I can't sign in to my account. Please HELP.

Hi @gsantoyo.

I’m here to help you get signed into your account. To clarify, are you signing in to your QuickBooks Time account?

I want to make sure I’m giving the correct steps, can you tell me a little more about what’s happening when you try to sign in?

Are you receiving an error message? If so, can you share that with me, please? Are you using a mobile device or computer?

If you’re using your device, are these the steps you are following?:

1. On your smartphone, tap the QuickBooks Time app.
2. Enter your email or user ID, and tap Continue.
3. Choose Log in with Intuit.
4. Enter your password, and tap Sign In.

I’ll keep an eye out for your reply so we can get you signed in and back to business ASAP.

PLEASE HELP.  QB ONLY DOWNLOADED THE FIRST 2 MONTHS OF 2020 AND THE LAST 2 MONTHS OF 2020.  I NEED THE ENTIRE 2020 YEAR ENTERED INTO MY QB ACCOUNT ASAP FOR RECONCILIATION.

I’m here to help and get you back in running your business, @Billie121.

May I know the specific bank you're having problems with and isn't it updating automatically? I'd appreciate any details so I can conduct further investigation, and provide you the best route to resolve the issue.

In the meantime, you can try to manually update your bank feeds, and see if it downloads your bank transactions. You can follow the steps below for the process:

1. Go to the Banking menu from the left navigation panel.
2. Select the Banking tab.
3. Choose the bank account you're having problems with under the Bank and Credit Cards section.
4. Click the Update button.

If the transactions aren't still downloading, I suggest manually download your bank transactions from your bank's website and import them into QuickBooks using a Webconnect file. Then map the transactions in the following supported formats or file types:

• Comma-Separated Values (CSV). CSV files may require additional mapping. Please see this article to know more about the steps: How to import bank transactions using Excel CSV files?
• Quicken (QFX)
• QuickBooks Online (QBO)
• Microsoft Money (OFX)

Once the bank file is ready, start importing the file to your QuickBooks Online company. Follow these steps:

1. Click Banking from the left navigation panel.
2. Pick File Upload from the Update drop-down menu or Upload transactions manually if there isn’t any bank connected to QBO.
3. Choose an account from the list, then Next.
4. Follow the on-screen instructions to map the fields.
5. Select the transactions to import.
6. Click Yes.
7. Hit Let’s go.

For the information and steps on importing these files, see this article: Manually upload transactions into QuickBooks Online.

Once done, you can now categorize and reconcile your transactions. This will help you in review the transactions to make sure your books are accurate:

• Categorize and match online bank transactions in QuickBooks Online
• Reconcile an account in QuickBooks Online

If you encounter any other online banking errors, please check out this article for some troubleshooting steps: Fix online banking errors in QuickBooks Online.

Keep me in the loop if you have other concerns with Online banking or any questions. It’s always my pleasure in keeping you on the right track.

I just took over the bookkeeper for a small org. and the company was setup as a non 501C3 company.  I would like to change the makeup of the company on QB to reflect a 501C3 org.  Can and how do I do this???

Hello there, @joneil99780.

You can configure your QuickBooks Online account to change its company type and tax form. Also, nonprofit organizations like 501(c)(3) are usually tax-exempt and use a different tax form (990). Let me show you how.

1. Go to the Gear icon.
2. Choose Accounts and Settings under Your Company.
3. Go to the Company menu.
4. Click to expand the Company type section.
5. In the Tax form field, choose Nonprofit organization (Form 990).
6. Click Save then Done.

Also, here's how to set up a 501(c)(3) organization if you're processing payroll checks for your employees.

1. Press the Gear icon then click Payroll Settings.
2. Under Payroll and Services, click General Tax Information.
3. Click the Company Type drop-down and select 501(c)(3) Corp.
4. Hit OK.

Additionally, here are the resources that will give you more information about Non-Profit Organizations that was mandated by the IRS:

• Setup Payroll as 501(c)(3) Nonprofit Organization or Church.
• Understanding the Different Types of 501(c)(3) Non-Profit Organizations.

If you have other questions about company setup or any QuickBooks related, you can always post them here. I'll help you figure them out. Take care!

How do I get help with my payroll subscription!!!  I am being asked to reactivate but my name is not listed to log in.  Is there anyone out there that will help?

I would like to get a phone call but that seems impossible. I am unable to use quickbooks because it states that  payment info needs to be updated but it will not allow me to edit

Hello everyone!

I understand that you need to reactivate your payroll subscription. I'm joining here to help you.

We can simply update the billing info on your QuickBooks Online account to reactive your subscription. Please follow these steps:

1. Go to the Gear icon and select Account and Settings.
2. Select Billing & Subscription tab. In the Payroll section, select Resubscribe.
3. Follow the on-screen steps to complete your payroll renewal.

If you're not seeing the Billing & Subscription tab, that means you don't have access to it. Make sure you have the primary admin and company admin access to the account. Otherwise, you'll want to seek help from your admin to edit it.

It could also be that your subscription is being managed by your accountant. If so, reach out to them so they can do it on your behalf.

Additionally, you can request a callback. Here's how:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter a short description or keyword about the concern like "Payroll Subscription Renewal".
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose Callback.

Another way to get help is by clicking this link: https://help.quickbooks.intuit.com/en_US/contact.

I've also added some links you can check. These will show you more info on how to manage your QuickBooks Online account:

• Manage billing, payment, and subscription info in QuickBooks Online

• QBO Account management

Keep on posting here if you need more help. We'll respond as soon as we can.