Learn how to resolve the "We can't retrieve complete payroll..." error message found in Quickbooks Online Accountant.
If you or a firm member is receiving the error: "Sorry, we can't retrieve complete payroll information for some clients right now" you will also have a grayed out Move clients to wholesale button. This is an easy error to fix by updating a user's permissions.
Whomever receives the error message needs their permissions updated give them access to the billing page. To correct the permissions:
- Within the Team page in QuickBooks Online Accountant, select the user.
- Go to the Firm Administration and Books tab.
- Under Your Firm Administration, change access to Edit for Firm information and Subscriptions and billing.
- Select Save.
Once the changes have been saved, the user can log back into QuickBooks Online Accountant and access the billing page.