This is bull. I did the Contact Us... they directed me to this page. Apparently I'm not the only one that thinks QBO is terrible and support is worse.

Hi there, scotty98. 

Thanks for dropping by the Community, this is one of 3 main support venues QuickBooks has to offer, When you click the Contact Us icon and go through the prompt, you should be able to select either, Get a callback, Instant Messenger or Ask the Community. The first two options are ideal for specific questions regarding your account, as those agents will be able to dive into your account with you in a private 1-on-1 setting. While here in the Community, we're more focused on general assistance across all platforms. To reach our support team with either the Call me back or Instant Messaging feature, follow these steps:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

Let me know if there's anything else I can do to help. Thanks and have a nice evening. 

It looks like this menu has changed.  Can you give an update to this please?

These steps don't work anymore, do you have an update to this?

Hello there, @lukeaustin81.

Let me walk you through the steps on how to contact our QuickBooks Support.

Before you can see the Contact Us button in the Help menu, there'll be a pop-up window where you can ask questions to our QuickBooks Assistant. You can enter the Contact Support in the message field so that QB Assistant will assist you contact our support.

Here's how:

1. Go to the Help menu from the upper-right corner.
2. Enter "Contact Support" in the message field.
3. Select I still need a human.
4. Click the Contact Us button in the reply.
5. Type your concern in the box, then hit the Continue button.
6. Choose the Send a message option.
7. Fill out the necessary fields.
8. Click Submit.

Note: The support hours of Plus, Essentials, or Simple Start are from 6:00 AM - 6:00 PM, Monday to Friday. Then 6:00 AM - 3:00 PM on Saturday. And, if you're using the Advanced version, you can contact us any time on any day.

You may visit the QuickBooks Online Help Article to check some of the related posts and articles if you have questions.

If you have additional questions, please don't hesitate to leave a message in the comment section. I'll be happier to help. Keep safe, and have a good day.

To change the account in which both the paychecks and tax payments come out of, when using QBO, it’s really a double edge sword.  

TO HAVE THE PAYCHECKS AND TAX PAYMENTS COME

OUT OF THE RIGHT ACCOUNT AT THE BANK:

1.  Select the gear icon in the upper right corner;

2.  Select “Payroll Settings” under ”Your Company”;

3.  Select “Bank Accounts”;

4.  Enter the correct account number and routing number and follow the instructions for verifying

      the account when they make a deposit to your bank account.  You’ll need to later (in a day or 2)

      verify this deposit in QBO.

5.  Always select “Done” so as to save your changes.

TO HAVE THE PAYCHECKS AND TAX PAYMENTS COME

OUT OF THE RIGHT ACCOUNT IN QBO:

1.  Select the gear icon in the upper right corner;

2.  Select “Accounting” (at bottom of page);

3.  Under “Paychecks and Payroll Tax Payments” select the right account for the payments to

      post to in QBO.

4.  Always select “Done” so as to save your changes.

As for the entries already made to QBO that have posted to the wrong account, you will need to do journal entries.

Hope this helps!

I JUST discovered how to do this, if you are still looking to fix this annoying problem!

When you submit your payroll, we do direct deposit, there is a "preference" button to the right - select that before sending it to Intuit.  This will give you a drop down menu to choose your account...

Hope this helps - see file for my pict :D

R

Hello.  We use Direct Deposit, so I am unsure if it is the same for you.  This was SO frustrating for me when my payroll was posting to the incorrect account...  here is how we corrected the problem.

Go to Employees

Send Payroll Data

After submitting your password BEFORE you hit "send"

On the right hand side on the border, is a PREFERENCES button.

After selecting the preferences button, you can set which chart of accounts/bank account to post to.

Whew!  And, finally!  After about six month, we got it

Happy tracking

R

Hello @scotty98  - nothing is worse than not getting the help you need.  I see you are using QBO - I use desktop.  Not sure if this is the same, but maybe it will give you an idea of where you can look...  This is what we JUST discovered (after 6 months of your frustration, moving out payroll into the right account).  We also use Direct Deposit, so I am unsure if it is the same for you. 

This was SO frustrating for me when my payroll was posting to the incorrect account...  here is how we corrected the problem.

Go to Employees

Send Payroll Data

After submitting your password BEFORE you hit "send"

On the right hand side on the border, is a PREFERENCES button.

After selecting the preferences button, you can set which chart of accounts/bank account to post to.

Whew!  And, finally!  After about six month, we got it

Happy tracking

R

OMG @FedUpWithThis  how frustrating!  UGH.  I'm wondering, because I use a desktop version, if what I just discovered might help you... but is it literally being drawn from the wrong account?  Or is is posting in the wrong account?

I have done this since February and not realized it.  The problem being is I can't merge the account it came out of because QB had me delete it thinking it would fix the problem.  Come to find out because I upload my bank transactions it came into wages as two paychecks.  So now I have double the pay under reports wages.  So now my profit loss is way off and a journal entry isn't going to fix it.  

Has anyone found any help to this yet?  I have talked to quickbooks 3 times and they are not useful.  

This is a huge drawback for QB Online and it is another indication to me that the software is made for people who don't know how to do basic bookkeeping.

I have the same issue just now I had the support to call me back on the 1st try I got disconnected from the phonecall while I was on hold and the guy that was helping me didn't call me back, on the second try he supposedly try twice to fix it and it didn't work and he just said " well you will have to do a JE to get it fixed"

Conclusion: Customer support won't help either.

My PR settings are set to the correct bank account to apply to.  When PR is run, the bank account set as the default bank account for paychecks is NOT the same as the bank account set in PR settings.  BUT, when QBO submits and pays the taxes, they are paid out of the correct account set in PR settings.  But, the QBO bank register shows the taxes coming out of the wrong bank account (not the PR settings bank accout)..@#$%^&@#$#?????       

So, Sasan Goodarzi and QBO, can you simply tell the "programmers" that when the "RUN PAYROLL" button is clicked and the page opens to enter PR hours, etc, to set the default bank account to the same bank account set in PR settings???.....instead of some random other bank account????  Please.  

I appreciate such detailed information, gaterbate.

Base on the nature of your concern, correcting payroll posting requires help from our QuickBooks Online Support. Aside from helping you fix the payroll settings and make necessary adjustments, they can provide a secure environment in which your data will be pulled out.

Before that, I've got you these helpful articles you can read for ideas about how you can manage your account and payroll transactions: Help Articles for QuickBooks Online Payroll.

Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

You can check out this article for our contact information. Click on the QuickBooks Online (QBO) drop-down to see the most updated support schedule: Support hours and types.

Please feel free to follow up with me here if you need further assistance. I value your time and service.

This is obviously a big issue for a lot of people and has been for quite some time.  You need to provide a better solution.  At what point will your development team step in and fix the problem?  

Hello there, FAPauto.

Thank you for informing us about that; it's important that we get it fixed.

To get this reported to our product engineers, I recommend reaching out to our QuickBooks support. They can create an investigation about this.

1. Go to the Help icon.
2. Select Talk to a human.
3. Enter "Talk to a human" again in the search bar.
4. Choose I still need a human, then click Contact us.
5. Select Get a callback or Send a message to start a conversation.

Let me know if there's anything that I can help with.

I dont think the QB 'experts' get it.....you cant fix this with a journal entry!

QBO is the single worst decision I made in business. Will be starting over in desktop I think. No way to swap accounts like in desktop???? This is worse than an Apple product

This is not the experience we want you to have with the program, Mirror Mirror.

QuickBooks Online and QuickBooks Desktop have different interface and are separate programs. If you want to convert your QuickBooks Online data to Desktop, you might want to review the limitations of the conversion process: Limitations when you convert from QuickBooks Online to QuickBooks Desktop.

After that you can proceed to the conversion process: Export and convert your QuickBooks Online data to QuickBooks Desktop.

If that method no longer works for you, we have another options to move your data. You can do either of the following:

• Use a third-party migration tool to convert your data from QuickBooks Online to QuickBooks Desktop.
• Export your lists from QuickBooks Online and import it to QuickBooks Desktop. Then, you can connect your bank to bring in your transactions or enter them manually.

We'll be right here if you need additional assistance in any of those methods.

I am having the same problem. I have called customer service several times and they tell to create journal entries to fix the problem. The good news is the account that payroll was not supposed to come out of has been corrected with the journal entries. However, the correct account now shows a negative balance. 

Hi there, @lrb123.

I want to ensure you'll be able to fix the balances of your account and post your payroll transactions accordingly.

When recording a journal entry, I would recommend seeking assistance from a professional accountant. This way, an accountant can guide you with tracking your account accordingly and select the proper accounts that fit your business needs.

You can open this article to learn more about recording journal entries in QuickBooks Online.

For additional resources about payroll, you can also open the topics from these links:

• Help on common payroll topics
• Manage payroll taxes in QuickBooks

Please let me know how else I can help you with QuickBooks or payroll. I've got your back and am always happy to help. Thanks for coming, wishing you and your business all the best.

This is a bit crazy. For me it's a similar situation, HOWEVER, both checking accounts are active accounts. I opened a Northrim account and got the PPP there. The requirement for Northrim is that I use that account for the payroll I will apply to forgiveness. After two months, the paychecks started recording back on my wellsfargo checking account. I'm not sure how or why. Apparently I needed to check before I submitted payroll that the correct account was showing at the top, though I did not need to do that before. So I have actually a couple months of paychecks that were withdrawn from Northrim but in Quickbooks show WellsFargo. I MUST FIX THIS. I do NOT want a work around. The checking account showing simply needs switched from the WellsFargo checking account to the Northrim checking account. The actual draws came from the correct account. I cannot "merge" the accounts. They are two separate accounts that are both active for my business. Please help!

chat function not working. It says I am connected to Justin C but Justin C never says anything and then the chat asks if I am still there, though I have typed many times to Justin C with no response.