Unable to enter payroll. Support has been useless. Anyone have any suggestions, I'm just about to switch to different software.

I need a live AMERICAN person who can help me figure out why I am unable to enter payroll on my newly installed QB Online.  I have tried to get help and am at my wits end.


I want to make sure your payroll concern will be taken care of, plumbwright

I see you've already reached out to our support team, but I'm here to share additional steps so you can run payroll. 

Here are the possible reasons you’re unable to enter payroll in QuickBooks Online (QBO):

  • Browser-related issues
  • The payroll billing information isn’t yet activated.
  • Prior payroll aren't yet entered.

You can perform the following troubleshooting steps to help isolate this issue from possible browser-related errors.

First, you’ll need to log into your QBO account using an incognito or private browser since it doesn’t store data in the cache. Here’s how to open it by pressing these keyboard shortcuts:

  • Internet Explorer: press CTRL  + Shift + P
  • Safari: press Command + Shift + N
  • Google Chrome: press CTRL  + Shift + N
  • Mozilla Firefox: press CTRL  + Shift + P

If you can enter payroll using a private browser, you can go back to your regular browser. Then, clear the cache to get a clean slate for your browser.

In case the private browsing doesn’t work, I’d suggest using another compatible browser.

Since you have QBO bundled with payroll, updating your credit card information in the account automatically updates your payroll subscription. For detailed steps about this process, you can go through this article: Update Your Billing Information.

If you're experiencing issues in entering your payroll after performing the steps above, I still suggest contacting our support team. This process requires us to securely access your company. From there, a payroll specialist will help determine the exact reason you’re still unable to enter payroll. They can also enter your year to date (YTD) payroll information so you can run your first payroll in the program. 

Here’s how to reach out to them:

  1. Go to the Help menu.
  2. Click Contact Us.
  3. Under What can we help you with?, enter your concern.
  4. Hit Let’s talk.
  5. Choose a way to connect with a live agent.

Here are great articles you can check out to help you get started in QBO and its payroll bundle:

This will get you on the right path and make sure you're not giving up QuickBooks, plumbwright

Please drop me a line below if you have other concerns. I’ll be here to lend a hand.

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