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Level 1

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

Our business changed from LLC to S-Corp - the IRS sent us a new EIN, effective 1/1/2021. I have been trying to change the EIN in our account settings and Payroll settings. 

I keep getting this error:

You cannot change the federal EIN for this company because you have pending electronic tax payments. If you have received a new EIN, please contact customer service for assistance.


E-services is OFF.   I have been manually filing ALL payroll taxes for 2021, since the EIN needs to be changed to the new one.   ALL 2020 Q4 and year end taxes are filed and paid.

There are NO PENDING electronic payments and yet, I repeatedly get this error.


I have REPEATEDLY called customer support.... since early January I have spent endless hours on the phone with them and not a single rep was able to fix this issue or give me a reason why it's occurring. Not to mention every single rep gave me completely different responses about how to go about getting this fixed. Some of them even insisted that I had to "clear out UPCOMING tax payments" - since they must be the reason why I am getting the error.... the ignored the fact I informed them that e-services has been disabled and all tax payments are being made manually.  After 4 hours on the phone today, an agent told me she "knew how to fix this issue".... she said I needed a "new payroll account" and that a payroll specialist could then "transfer all of my previous payroll data to the new account that has the new EIN".  Guess what?!! That was completely WRONG and now I have 2 useless payroll accounts that I am paying for and still no answers and no resolution.... and added stress & frustration in addition to all of the hours of lost time which means more lost money!


QuickBooks needs to RE-TRAIN their agents.... they all give different responses to the same issue. Not to mention almost 2 months in to this issue and I still have no resolution. 

8 Comments 8

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

I wish I could make it better, @AngiePotts.


Currently, we have an on-going issue where customers, like you, are unable to update payroll information with a message saying there's pending tax payment. Rest assured that our engineering team has been informed and they're in all hands working to fix this as soon as possible.


Even if you've already called our Customer Care Support, I'd still recommend contacting them as a workaround is not yet available. With their tools, one of our specialists can pull up the account on file and associate it with the said investigation so you'll receive all available updates via email message. To do so:

  1. Go to Help.
  2. Select Contact Us.
  3. On the What can we help you with? field, enter a few words of the error message. Or use this reference number: INV-5511.
  4. Click Continue.
  5. Choose a channel where you wish to connect with our dedicated specialists.

Lastly, I've also included this helpful reference for a compilation of articles you can use while working with us: Help Articles for QuickBooks Online Payroll.


We appreciate your patience as we're working on this, please let me know in the comments if you have any other questions. Stay safe!

Level 1

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

I was told back on 2/24/2021 by QBO Payroll Support, that this investigation INV-5511 would be resolved on 2/27/2021..... it clearly HAS NOT been resolved, as I still have the same issues as I previously reported.  I also never received any email updates from support on this issue/investigation as I was told I would receive.


What is going on with this?? This is extremely frustrating and its been over 3 months of this issue now and still no resolution!!



QuickBooks Team

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

Hi there, AngiePotts.

I know how beneficial for your business to be able to file and pay taxes electronically. This can help save more of your time.

I’ve checked my tools, and the issue where customers are unable to update payroll due to pending tax payments is still on-going. At this time, we’re unable to provide a definite time frame for a fix.

Rest assured, our engineers are taking this issue with utmost urgency. You’ll receive an email once there’s progress about the investigation.

If you still wish to contact our Payroll Team, follow these steps to get the support details. Then, provide the case number from your previous call/chat so they can review the notes.

From there, they’ll continue performing the troubleshooting steps where the last agent left off. Make sure to complete the E-services application so you can electronically process your tax forms and payments.


  1. Press the Help icon at the top to open the QB Assistant window.
  2. In the Assistant tab, enter the issue/topic in the field box.
  3. Click the Get help from a human link.
  4. Follow the on-screen steps to complete the process.
  5. Choose Chat with us or Have us call you.

I’m adding a guide that can help with your payroll tasks. It includes articles and other resources that will guide you on how to perform each one seamlessly: QBO Payroll.

Don’t hesitate to visit the Community again if you have other questions or concerns. I’m only a few clicks away for help. Have a good one.

Level 1

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

I am having the EXACT same problem. I was in a chat with someone from QBO for 3 hours this morning, and they kept telling me it was my issue. 

This is NOT an issue for individuals - this is a QBO problem. It should NOT be this difficult to change a simple EIN. I don't care if payroll is involved or not - it should be simple! 

Level 3

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

I'm having a similar issue except the error is
"You can't update your EIN after you’ve set up online tax payments and filing. Get in touch with us if you need to make an update."
Because I cannot clear this error I cannot:
-Provide critical tax information ASAP.
-Sign my tax forms
Until this error is cleared, your platform is forcing me to manually file my SUI with Hawaii state. This defeats the whole purpose I signed up with your service which is to automate payroll.
I've contact support 5 times, each agent has a different excuse why they cannot help me fix this. I've wasted in total about 8 hours of my time and supports time. 
The last agent told me it cannot be updated in January because of tax filing issues. But I had already asked an agent in December to update it and they could not either. It's been over a month of frustration, the only reason i have no canceled is because of how much of a hassle it is to do so. But man, i'm getting close to being ready to take that on just to be done with QBO. 
Why is there no escalation team? Who can help me? Because clearly phone support cannot.

QuickBooks Team

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

This isn't the impression we want you to leave with, @ryan-1234.


I understand that you've already contacted support about this. However, we would like to look into the case further. Rest assured, someone from our escalation team will reach out to you via Private Message in the Community to discuss the case further.


Meanwhile, you'll want to check your inbox or message from time to time. 


Please know that you're always welcome to reply anytime if you have other questions or concerns with payroll. I'll be around for you. Take care and have a good one.

Level 3

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

Hey Sheilla, I received a call today at 5:54am Hawaii standard time. The escalation rep left a VM mentioning they'd send me an email. I checked spam and my regular inbox and I did not receive an email. He also did not provide a callback number. What do I do?

QuickBooks Team

EIN UPDATE in QBO - ERROR preventing change and still no fix after 2 months

Thank you for getting back to us regarding the progress of this matter, @ryan-1234. I heard your sentiments and want to make it up to you by assisting you to get a call back from our escalation team.


You can follow the steps below to request a call back:


  1. Sign in to your QuickBooks Online company.
  2. Select Help (?).
  3. Select either tab to get started:
  • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
  • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.
    • Ask the community to get help from businesses like yours.


You can check out this article for further details about the support hours to reach support at the right time.


Also, keep in mind that you can always reach us here in the Community if you have any questions about QuickBooks. Let’s make sure to have your concern resolved and get you back to your business.


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