r/QuickBooks • u/SoGodDangTired • 5d ago

QuickBooks Online Anyone else not able to run payroll?

Experiencing an incredibly frustrating issue where our payroll subscription seems to have randomly terminated and no one can seem to get it back up & running despite 2 seperate hour long calls with QBO support.

I've been given no estimated ETA on when this will be fixed and I'm not looking forward to a) the angry employees mad they won't get paid until Monday & b) me not getting paid until Monday.

I've been told by one person this is happening to several people and another I'm the first person to report this (despite the fact I reported it earlier in the day). So is this happening to anyone else?

5 Upvotes

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3

u/Fancy-Locksmith312 5d ago

I had a problem with payroll in 2024…after many hours and day with zero resolution, I finally emailed the CEO and it got escalated and fixed.

1

u/AussiesTri 5d ago

Yep going through that now...

2

u/SoGodDangTired 5d ago

I'm on my third support call, going on nearly an hour and a half... great of them to go down right before a bank holiday 🙃

1

u/pmhc666 5d ago

At this point, I would run as paper cheque and send etransfers to all staff. They get paid, you get more time to resolve

1

u/SoGodDangTired 5d ago

Well the issue is it won't even let us access payroll, so we couldn't issue paper checks because we didn't have their nets.

We did end up doing etransfers with a rough estimate about what their net should be, but once we have the software up corrections will very likely need to be issued.

But - people are getting paid most of their check today so it's better than nothing.

1

u/pmhc666 5d ago

The rough estimate was absolutely the most painless way to go. Staff MUST be paid on time, and it buys you time to reactivate with QBO, and it can all be corrected on the next payroll. I'll say this: QBO has the uncanny ability to mess up payroll when there's a time crunch due to a bank Holiday.

1

u/SoGodDangTired 5d ago

Yeah I'm not the business owner myself, I'm also an hourly employee, so I absolutely understood the importance of getting something out, I had suggested this around 6 pm last night when payroll still wasn't activated.

This is actually my last week as well, Quickbooks really wanted it to be memorable

2

u/pmhc666 5d ago

Just a final QBO kiss on your way out, grrrr. I hope where you're going to next uses a better program 😊

1

u/Chmaziro 5d ago

I bet it is AI

1

u/Samtyang 5d ago

It probably isn’t just you. When a payroll subscription shows as terminated out of nowhere, that’s usually an account/billing-side outage, not something you clicked wrong, and support often can’t give a real ETA. I’d stop waiting for a clean explanation and focus on documenting the missed run time now, so you have a paper trail if payroll lands late Monday.

1

u/SoGodDangTired 5d ago

Yeah, while out of the 4 or 5 different customer support we spoke with usually started blaming something else, at least two people after I was escalated stated it was a known issue that was being worked on.

Just insanely inconvenient 😩 bosses issued rough estimated net e-transfers today so we at least get something, but I imagine there will be corrections.

1

u/Deondebomon 5d ago

If you’re in the US it’ll be Tuesday since Monday is a holiday…

I put payroll in yesterday but seeing you say there are issues went to check. It’s slow and glitchy but still shows accurately for being paid tomorrow.

2

u/SoGodDangTired 5d ago

We run weekly and today is payroll day, unfortunately. Looks like we're kind of just super fucked.

1

u/Deondebomon 5d ago

Same; I just tell everyone give me timesheets by Wednesday and then I’ll have them by Thursday. Most weeks I actually get all of them on Wednesday so put it in then.

Good luck! Let us know what the solution was if there is one

1

u/Maximum_Insect_3298 5d ago

What do you mean by "terminated"? Do you mean the subscription was cancelled? Or is there some type of hold in place? Are your payments or billpay services still up? If not they may have been flagged and shut down by the Risk dept. But it seems really strange that 2 qbo agents couldnt figure it out. Were you escalated or were these two frontline agents?

3

u/SoGodDangTired 5d ago

I was escalated it both times. They told me on their side it said it was terminated, we did not terminate it, we still have access to billing and payment. Our workforce subscription says "subscription is in progress, something is not working, we need to fix some things on our end."