Question

Is anyone else have a problem with federal e-payments rejecting for password issues? Log-in for EFTPS correct, but QB epay continues to reject.

Forum|Forum|6 years ago
May 1, 2020
26 replies
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Original commenter did not share additional details

QuickBooks Desktop

Yes unfortunately I now owe about 18k plus the penalties and late fees bcuz I had no clue they were rejected! I don’t remember my PIN or password but I entered it 11 yrs ago and have never had any problems until now. This is financially devastating to my company! And calling support got me nowhere!

C

Child of God

Yes. I was. I did get it taken care of. The password needs to be only 12 characters long, no more, no less.

lfitz151

I got the same rejected payment message from EFTPS and didn't notice it for about a week and only then because the payment didn't clear checking. I'm glad I found this thread before trying to submit again and generating another EFTPS rejection due to QB issues. I logged onto EFTPS again and created a long-ish password (14 chars) but updated again to 12 characters based on another post. I was able to successfully submit payment. Note that another user posted that EFTPS would not allow an immediate change of password... I did not find this to be the case and was able to effect another update right away, your mileage may vary. Also, I'm still hanging onto desktop QB Pro 2018, so there may be other issues with the latest flavor of desktop that I'm not experiencing yet.

QuickBooks, you have not once, in your many responses since the original post on May 2020, indicated that engineers are working on this issue. And clearly it's an issue that needs updated code or specific EFTPS guidance (like change password every XX months, limit password to XX characters, etc.). You punt the problem to contacting your support team, and based on the follow-up posts here, they have been unable to provide more than band-aids or non-working solutions.

Generally, I've found less than robust support for Desktop QB and an undisguised, continuous push toward the QBO product. I don't know about the rest of you, but I pay over $500/annually just for DIY QB Payroll to pay a single person. QBO with Payroll is absurdly overpriced for a small or micro business. Compared to other players in the software subscription realm (e.g., Microsoft, Adobe), Intuit's subscription prices are sky high for far less robust offerings. I've had issues with QB Desktop that I simply give up on (like, oh, blank PDFs of invoices generated by QB Payments, for one) because I can work around them. But, as others have argued, tax obligations are mission critical and really the sole reason for Intuit's existence.

It's unacceptable for QB to not have engineers ON THIS. Please communicate a clear timeline for resolution.

M

MadelynC

This is not the impression we want to leave you with, @lfitz151.

We can see how these issues affect your QuickBooks experience. As much as we want to help you and other users, we have a specific department that can further investigate and give you an update. I recommend contacting our Payroll team for assistance.

Here’s how:

Go to the Help menu and select QuickBooks Desktop Help.
Click Contact Us.
Follow the onscreen instructions, then choose a way to connect with live representatives.

We also understand your concern regarding our subscription charges. QuickBooks make sure to provide your business needs by investing in product enhancements.

Here’s a guide to check e-file or e-pay status in QuickBooks. This is to make sure that your payment or form is received by the agency on time.

The Community is always here whenever you need help. Just let us know, and we will get back to you as soon as possible. Take care!

M

MyMind

I have had this problem since December 2020. When I check with EFTPS all the information I entered is correct,. I've called EFTPS and they say they are getting a lot of complaints about this from QB clients. I have done everything QB recommends several times and still the problem persists. QB needs to fix this and stop telling everyone to follow recommendations that are not relative to this ongoing problem. Paying for a service that does not work is not acceptable!

C

CheChe

IT WORKED!! The 12 character password IS the answer.

G

GG64

Yes, I have NEVER been able to efile/epay monthly EFTPS or Quarterly Form 941's through QuickBooks. I've tried all of the advise given concerning the "Expired Password Rejection" to no avail. However, I am able to efile/epay directly from the EFTPS website with no issues. QuickBooks will generate the quarterly Form 941 but then I have to submit it by mail because it is always rejected. I am able to efile/epay the TWC through QuickBooks. I am able to efile W-2's & 1099's from QuickBooks with no issue. I am thankful that they ae accepted. I meet all of the QuickBooks requirements to be able to submit 941 reports & pay but it simply will not allow me to do so. My enrollment statuses are all in order with the perspective federal and state agencies. I have started exploring other avenues as to why the forms are possibly being rejected. I started wondering if for some weird reason my Norton 360 wasn't allowing QuickBooks through the firewall for monthly EFTPS & quarterly Form 941 submissions but QuickBooks is being allowed through Norton 360's firewall. It's all so aggravating when your work day turns into being many hours longer just by trying to figure this problem out.

Somehow QuickBooks won't even allow me correct my severely misspelled Account Business Name under QuickBooks Account Details. This is what I have been told I have to do to correct the misspelling of my company name:

Copy the Business Name Change template to your email and fill it out. Include the statements at the bottom.
Attach the following supporting documents:
- Current photo ID: State-issued ID, driver's license, or passport.
- Proof that you paid for the service or product: Bank statement that shows the subscription payments, the account number, and your name.
Send the email to [email address removed].
You will receive an email that confirms the update within 3-5 business days.

Really? I'm not asking to "Change My Business Name." I am asking for the "Spelling of My Business Name to be Corrected." Somehow "&" was added right in the middle of my company's name. I don't see why I have to send my ID or any financial documents to just get my business name spelled correctly. I don't even know how it happened. Yet, I get mail addressed to the weird misspelling of my business name from places that have nothing to do with QuickBooks. Hmmmm Lol I've been going back and forth with QuickBooks on this for months and it's exhausting. I was told at one point that it had been corrected on QuickBooks end but it still shows to be misspelled when I open my Account Details in QuickBooks Desktop Pro 2020. Why do they hate me? LOL

V

valprice1

@GG64 I've been e-filing and e-paying in QB desktop for multiple clients for over a decade with very few problems.

I wonder, do you have a federal e-FILING pin and is it correctly entered when you try to e-file your federal forms? This is different from your EFTPS payment pin - completely different system. The process can be a little tricky. For e-filing, you have to apply for the pin, wait for it to arrive in the mail, confirm its receipt with the IRS, wait for them to activate it, and then enter it when you efile. There's no way to enter it and save it ahead of time in QB, and no way to hurry the process. If you want to efile for next quarter, you need to start now.

For EFTPS, you will need to go onto the EFTPS website, change your internet password to a 12 digit password, wait at least 24 hours, then make a payment and update the QB password to match the changed password. That process can be made more complicated if you have changed your bank account or your EFTPS pin.

If that doesn't help, you might try reaching out to a ProAdvisor for assistance. It would be worth the fee!

M

MyMind

Yes, of course, I believe my previous posts have made that clear. I've talked to QB (when they bother to respond), and EFTPS (much more responsive & helpful than QB), and I have changed all passwords and pins as recommended several times. Why should I pay for an "Advisor" to assist with a service that does not function properly? Shouldn't the Software Engineers employed by Intuit do that? Like you, I have personally used QB for my businesses since 1995 and I have never experienced any significant problems with their software until now.

Obviously, at least to me that is, this particular issue remains a problem for many QB End-Users. For anyone to imply End-User ignorance is the problem is illogical. The complaints continue from those of us who have followed all advise received and we continue to be unable to use E-Pay. I do not believe the QB Community in general is unable to follow instructions and successfully use the E-Payment accounting application we've been able to use prior to the changes. Of course, this is only my opinion.

G

GG64

Yes, I have NEVER been able to efile/epay monthly EFTPS or Quarterly Form 941's through QuickBooks. I've tried all of the advise given concerning the "Expired Password Rejection" to no avail. However, I am able to efile/epay directly from the EFTPS website with no issues. QuickBooks will generate the quarterly Form 941 but then I have to submit it by mail because it is always rejected. I am able to efile/epay the TWC through QuickBooks. I am able to efile W-2's & 1099's from QuickBooks with no issue. I am thankful that they are accepted. I meet all of the QuickBooks requirements to be able to submit 941 reports & pay but it simply will not allow me to do so. My enrollment statuses are all in order with the perspective federal and state agencies. I have started exploring other avenues as to why the forms are possibly being rejected. I started wondering if for some weird reason my Norton 360 wasn't allowing QuickBooks through the firewall for only the monthly EFTPS & quarterly Form 941 submissions but QuickBooks appears to be allowed through the Norton 360 firewall. It's all so aggravating when your work day turns into being many hours longer just by trying to figure this problem out.

Somehow QuickBooks won't even allow me correct my severely misspelled Account Business Name under QuickBooks Account Details. This is what I have been told I have to do to correct the misspelling of my company name:

Copy the Business Name Change template to your email and fill it out. Include the statements at the bottom.
Attach the following supporting documents:
- Current photo ID: State-issued ID, driver's license, or passport.
- Proof that you paid for the service or product: Bank statement that shows the subscription payments, the account number, and your name.
Send the email to [email address removed].
You will receive an email that confirms the update within 3-5 business days.

Really? I'm not asking to "Change My Business Name." I am asking for the "Spelling of My Business Name to be Corrected." Somehow "&" was added right in the middle of my company's name. I don't see how sending sensitive documents to just get my business name spelled correctly is necessary. I don't even know how it happened. If they checked my DBA filed with the appropriate government agency they would see the correct spelling. I've been going back and forth with QuickBooks on this for months and it's exhausting. I was told at one point that it had been corrected on QuickBooks end but it still shows to be misspelled in Account Details in my QuickBooks Desktop Pro 2020. Why do they hate me? LOL

Jen_D

Thanks for sharing your insights with us, @GG64,

I know how it can be frustrating to be held up like this when you just want to get your account updates be resolved.

Also, we require supporting documents like government-issued ID's when updating your business information for your Intuit subscriptions. This is one way of safeguarding your account from fraud, and to confirm the primary person is processing the changes.

We're dealing with multiple customer accounts every day, and we have to make sure we're updating the right account to transfer the ownership successfully.

Don't worry. Your information is safe with us. We value the security of every customer's data and commit to secure their information by employing advanced security tools, service monitoring, and adapting to security events. See this link to learn more about how we handle your data: How we use your Personal Data in Intuit?

Since this community doesn't support account-related concerns for security, we would still recommend contacting our Live Support to check on your request. You can ask for a higher support to check on the Business Name Change request and why it isn't updated in your view.

They can also do a remote viewing session, so you can show them which part in QuickBooks or the Accounts page that isn't updated.

To get our support, follow the steps below:

Open QuickBooks and click the Help menu.
Select QuickBooks Desktop Help.
On the pop-up screen select Contact us.
Click the Search for Something else button then type your concern in the Ask us anything box.
Hit Search then scroll down to get your contact options.

Refer to this article to learn more about our contact options and support availability: Contact QuickBooks Desktop support

We ask for your patience while this is still unresolved. If you have other questions or concerns that needs immediate attention, please let me know in the comment below. I'll be more than happy to help. Have a nice day!

J

JeanneSmith

Yes, My password did not change but two payments rejected and I did not notice till 10 days after the second one was over due. I am at $588 in penalties. Quick books is a big fail. I will discourage anyone in business from getting their records intertwined with this company going forward. Why do we not get a big red flag when a payment is rejected????????????

M

MargauxInDenver

You need to log in to eftps and update the password every single year if you want to pay through QuickBooks. You must set up a password with no repeat initials and a number (no doubles in a row) and a special character. I just change the special character every year once it is changed.

C

CheChe

I would also say it should be 12 characters in length, otherwise it won't work. At least it didn't for me!

D

dso0216

Maybe the failure of the password change in EFTPS to update in QB is what caused the payment the first payment I sent in January to reject when another later in the month was accepted. I think we all need to document this and keep writing to the IRS. So far they have been unwilling to waive the penalties and interest because of these late payments.

M

Melodie Jackson

This has been an intermittent problem for me as well. I try to submit a tax payment and the status bar never progresses. Then the program says it "can't communicate try again later". If I shut down the program prior to that message it shows a "rejected payment". Now my program is alerting me that I am "missing a payroll record". Which, according to threads I have read, means I restored from an "outdated back-up" = NO and I need to restore from a back-up = BIGGER NO. I don't know when or where this "missing record" occurred and I have 5 staff working in the program daily. Restoring from a back-up is not an acceptable solution. Which one?

I have followed all the suggestions in this thread and others to no avail. It is further frustrating to read the QB tech's responses stating the same thing over and over and over. We don't need to know how to deal with a rejected payment, how to update the program and download new tax tables. I am pretty sure we have figured that out by now. We need a solution to the problem. You created the feature now maintain it when it fails. There is enough of a user base using this part of the program that justifies and mandates a fix. It seems QB tech support has become a "push this button for a generalized response" team which is not the way it used to be. I have been a QB user for 20 years and I remember when the users mattered. Hopefully this gets resolved soon but I am not holding my breath for that one.

I guess I will join the league of Old-School and start logging into the EFTPS web site and make my payments that way again....

V

Vangran

Yes, I’m having the same problem. My password is current at EFTPS and I have verified that password in QB epay but I keep getting payment rejections because of “ expired password “.
btw, what is FTD

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