Hi @jane27, This is a change that has been implemented to improve the security of the connection between KeyPay and QuickBooks Online. At this time, we suggest you keep tapping Switch Admin every time you're prompted. We currently have an ongoing investigation of this issue as well. While waiting for the fix to be deployed, you can contact our Technical Support team to be included in our list of affected users. This way, you'll receive email notifications whenever an update becomes available. For your reference, this is the investigation number: INV-38311. Here's how: Click on the Help (?) icon.Select Assistant and enter Contact support in the chat field, and then click the Send icon.You'll be asked about your concern, and you'll need to enter and send it.If you can't see any related topics to your issue on what they shared, select No, get me a human.Then, click Contact Us.Choose either Callback or Chat. To check the availability of our live experts, please visit this article: QuickBooks Online support hours. If you haven't yet, open this article for the steps on how to turn on Single Touch Payroll: How do I enable Single Touch Payroll? Post a comment below for any other questions you might have. I'll be sure to get back to you.

Question

Is anybody encountering critical problems with the keypay system since the admin prompt change???

Forum|Forum|6 years ago
November 22, 2019
1 reply
1 view

No text available

QuickBooks Online

R

Ryan_M

Moderator

Hi @jane27,

This is a change that has been implemented to improve the security of the connection between KeyPay and QuickBooks Online.

At this time, we suggest you keep tapping Switch Admin every time you're prompted.

We currently have an ongoing investigation of this issue as well. While waiting for the fix to be deployed, you can contact our Technical Support team to be included in our list of affected users. This way, you'll receive email notifications whenever an update becomes available. For your reference, this is the investigation number: INV-38311.

Here's how:

Click on the Help (?) icon.
Select Assistant and enter Contact support in the chat field, and then click the Send icon.
You'll be asked about your concern, and you'll need to enter and send it.
If you can't see any related topics to your issue on what they shared, select No, get me a human.
Then, click Contact Us.
Choose either Callback or Chat.

To check the availability of our live experts, please visit this article: QuickBooks Online support hours.

If you haven't yet, open this article for the steps on how to turn on Single Touch Payroll: How do I enable Single Touch Payroll?

Post a comment below for any other questions you might have. I'll be sure to get back to you.

N

nludlow

What happens if you choose NO THANKS instead? Since we share a company file and I am not the Master Admin, I chose No Thanks, and now the master admin user cannot access payroll. What can we do?

Angelyn_T

Moderator

Thank you for joining the thread, @nludlow.

If you've clicked on the No, Thanks button, it means that you don't allow KeyPay to view and update your QuickBooks Online data. Since the master admin user can no longer access payroll, I recommend reaching out to our Support Team. This way, they'll be able to check and verify the status of the user as well as the connection between KeyPay and QuickBooks Online (QBO).

To contact support, you can follow on the steps provided by Ryan_M above or you can check it here: Contact the QuickBooks Online Customer Support team.

You can also check this article for more information about the changes between KeyPay and QBO: Changes to the connection with QuickBooks Online Payroll powered by KeyPay.

Keep me posted if you have any other questions. I'm always here to help, Have a nice day!

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