Hi there, kirsty25.
If you haven't yet, please use an incognito/private browsing. Then, go back to QuickBooks and check if the template is working. To switch to incognito:
For Chrome, press Ctrl+Shift+N.
For Firefox press Ctrl+Shift+P.
For Safari, hold down Command+Shift+N.
Alternatively, you can use any of these compatible browsers just to check if this caused by a browser issue:
I would also recommend contacting our phone support in case you're still getting the same result. They can take a closer look at your template and check what's causing the issue. Here's how:
Look for the Help menu in the upper-right hand corner of QBO and click on it.
Indicate that you're getting an error when running payroll, then click Let's talk.
Select Get a callback to reach out to one of our phone agents or Start Messaging for chat support.
Visit us again if you have other questions.
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