Question

My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

Forum|Forum|4 years ago
May 18, 2022
2 replies
4 views

my payroll has been upgraded to advance, asking everyone to complete own details, we have not asked for this or subscribed to it, we are still paying basic fees. I need to run payroll soon but cant QB said there is an on going issue I cant be the only one? anyone else had this?

QuickBooks Online

R

RCV

QuickBooks Team

This is not the impression we want you to experience where your subscription will upgrade without your permission, @suzannesturrock.

When upgrading your Payroll plan to Advance, the primary admin/bill payer will need to contact us. We will send a declaration for the primary admin/bill payer to read and sign. Once the Declaration has been returned the migration can be requested. To learn more about QuickBooks Online Advanced Payroll, check out this article: Set up guide for QuickBooks Online Advanced Payroll.

For sending payroll, my I know what specific error message you have encountered? This helps us check if there reported cases about that one. We can also perform some basic troubleshooting steps to isolate the issue. At times, the accumulated cache in your browser causes unusual behavior when using QBO payroll. Start by accessing your Online account in a private or incognito window. Just refer to the shortcut keys I've listed below:

Ctrl + Shift + N for Google Chrome
Ctrl + Shift + P for Firefox & Microsoft Edge
Command + Shift + N for Safari

If you're able to connect without any issues, go back to your regular browser and then clear its cache and cookies to start over fresh. Alternatively, you can switch to other supported browsers.

If the problem persists, please give us a call. They'll pull up your account in a secure environment and help you with this one. Here's how:

Sign in to your QuickBooks account.
Select the Help (?) icon.
Scroll down to select the Contact Us button and follow the prompts.
You will be able to request a callback or start a live chat with an expert.

You can also check this page for more details: How to get help with QuickBooks.

Feel free to visit our Payroll page for more insights about managing your payroll transactions.

The Community always has your back, and I'm just a post away should you ever need anything. Just leave a comment below and I'll get back to you. Have a great day ahead.

S

suzannesturrockAuthor

Thank I have done all of that and logged it with the help desk, there is an issue that they are looking at but I did not ask for this upgrade, I am the bill payer and the user. I need to run my next month end payroll soon and keep getting fobbed off by quick books saying there is an issue and they can not tell me when it will be fixed. This is not good enough in my opinion. I have people to pay!

I have contacted the help desk three times and they are aware of the issue.

I have no data in my payroll, we were quite happy on basic then it just switched over with out us requesting or paying for this service.

G

GeorgiaC

Level 13

Thanks for contacting our team to report this, Suzanne - we appreciate the urgency of the issue and our engineering team are completing further investigations with expectations to fix within 24 - 48 hours. Please monitor your email inbox for further updates and notice of resolution. 🙏

J

jamurjo

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