This error occurs when an employee, vendor, customer, or account has been made inactive in QuickBooks Online. What we can do is check the Audit Log to see if there are reports regarding the changes.
Here are the steps:
You can view all the edited employees, customers, vendors and accounts in this page. If you see an asterisk before the employee's name, that indicates that they have been made inactive. For customers and vendors, you'll see (deleted) after their names.
Once you have found what has been deleted, let's make it active and then submit your payroll again. If you're unable to make them active, or if you see that nothing has been deleted, please contact Customer Support. They have the tools to investigate this error.
To get their contact information, click Help located at the top, and from the Help window, click the Contact Us button.
Please reach out to us for other concerns about QuickBooks Online Payroll. Thanks.
I reactivated every account in my chart of accounts just to be sure and have checked everything possible. spent 2 hours on a call with qb but no resolution. did you find a solution???
You'll normally get this error once you pay an inactive employee in QuickBooks Online (QBO). Let guide you on how to check for inactive employees so you can reactivate them.
Please check this article on how to make an employee active: Add, Edit, Or Inactive An Employee.
However, if you're still getting the error message, I suggest contacting our phone support team so they can investigate why you're still getting the error message. They have the tools to pull up your account in a secure environment. Here's how to reach them.
I have this Help Articles in case you have other questions about QBO.
Please keep in touch if you need anything else. I'll make sure to help.
I get this message as well. They say the engineers are working on it, but I think it just has to do with set up. Unfortunately, 3 hours of phone conversations with people who can't help has me 2 pay periods behind processing. I am exhausted.
Thanks for joining this conversation, @Eric27.
I hear your sentiments and I'd feel the same way if I'm in your situation. I'll be with you in getting past this error so you can continue paying your employees.
The error message you're getting occurs if there are employees, vendors or customers named differently, missing items, or out-of-sync between the payroll & QBO database.
To begin with, review these following information below if you have any duplicate, deleted, or inactive items in your QB account:
If you found an identical name, I'd recommend you edit the display name or make it inactive if no longer in use. For more detailed steps, refer to this help article: Error: Something you are trying to use has been deleted or made inactive. It will guide you through changing or make customer, vendor, or employee inactive.
You can also follow the steps provided by my peer @RenjolynC in checking the audit log. If there are large number of employees that are set to inactive in QBO but are active in payroll, I'd suggest you contact our Customer Care team again, and let them verify your data. They can use the employee sync tool to ensure that payroll & QBO are in-sync.
I appreciate you for extending your patience about this issue. Let me know how it goes, @Eric27 by leaving a comment below. I'm always around to help if you need further assistance.
I’ve worked with 3 people already. The first for an hour and 15 minutes. I assure you this was a person that had zero knowledge of QuickBooks who seems to be outsourcing virtual services on a tight budget. We did all troubleshooting steps and I was told that the engineering department would take my case. I reached out to someone a week later and tried to troubleshoot again, but they cut me short and said engineering was working on it. I opened up a complaint with QuickBooks; no one called me back. I tried to call again today and the agent was surprised by my story and said my case had little to no relevant info in it. We opened a new case and He worked with me for 2 hours and brought additional people on the call to make sure nothing was missed. We ran out of time so he is calling me back Monday. This problem is bigger than you think. I know another person in my city having the same problem exactly. This has been going on since 11/23. Unfortunately, your troubleshooting guides are incomplete and I know I can’t be helped here so I digress.
I'm in the same boat as Eric27 regarding spending hours trying to find out why I can't update payroll accounts because something is awry on 10/23, 11/1, 11/6, and 11/20 (pinpointed the dates, gone through audit log, reactivated everything I can find ... meaning I'll have to inactivate old items, etc. once this is done) ... but I cannot get past these dates. Given that the year is ending, it's very stressful.
And, I also empathize with Eric27 in dealing with several hour long phone calls to QBO Payroll support and having a case "escalated" to engineering. For me, this was in regard to SCorp medical issues in QBO and I was assured I'd hear back several weeks ago. I also have encountered the issue of spending time on the phone, then calling back with my case# only to learn that the second person I speak to has a completely different approach .... but, in the end, the problem(s) still exist.
Very frustrating, to say the least. :-(
Hey there, @cpryor. Thanks for reaching out.
I'm happy to help out here. I recommend checking the Customer, Vendor, or Account on that transaction and make sure they aren't inactive. If you go to one of those lists and don't see the name or account associated with the transaction, that's what is causing your issue. To make it active again, check out these awesome resources:
If you have any other questions for me, just hit the Reply button below. I'll be here to help. Have a good one!
Of course I've tried this. There is nothing inactive. My work around it to shut down sign out, close the browser then sign in again. I might get to attach 2 files without a problem before I get the error again.
Let me help getting rid of the error, cpryor.
What my colleagues mentioned to this thread is correct. The said error only occurs if there was an inactive accounts, customers, items or vendors when recording a transaction. I also appreciate sharing the workaround you've done.
With the use of Audit Log, we can check the changes made into your account. Also, I suggest contacting our Customer Support Team since you've verified that nothing has inactivated. That way, they can further investigate this and so they can create a case if needed.
Hope I'll be hearing from you again. I'll always be here if you need more assistance.
If you're still looking for a solution to this error message in payroll, run an audit report and note any Chart of Accounts changes you've made. If you changed any of your payroll expense account names (perhaps you added a header account), you need to reassign it to the new account name within Payroll Settings.