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mmorganshooters
February 2, 2019
Question

Account says payroll subscription is active but the payroll center says its inactive

  • February 2, 2019
  • 10 replies
  • 0 views

Hello,

I am having problems with my payroll subscription.

Payment has been updated and says it is back to active in both the web account login and the desktop payroll subscription center.

But in the Payroll Center it still says it is inactive. The system is not calculating taxes as it should.

I have tried to get a hold of Intuit by phone, but they are not open on the weekend.  Hopefully, someone can be of assistance through this?

Thank you in advance!

    10 replies

    A
    Anonymous
    February 2, 2019

    Hello, mmorganshooters. 

     

    You’ll just need to refresh your payroll through re-validating service key. Here’s how:

    1. Go to Employees>My Payroll Service> Manage Service Key.
    2. In QuickBooks Service Keys window, click Edit at the bottom.
    3. Take note of the service key and select Add.
    4. Enter the service key you’ve noted o the service key field.
    5. Select Next and then Finish.
    6. When the Payroll Update message appears, select OK.
    7. Verify the Service Status shows Active and then select OK.

    For further information about entering payroll service key, please check this article: https://community.intuit.com/articles/1763272-enter-or-edit-your-payroll-service-key-disk-delivery-key.

     

    Please reach us again if there’s anything else you need.

    J
    JoeyP
    February 6, 2019

    I'm having the same problem. I tried that and the payroll center is still showing that my subscription is expired.

    J
    JanyRoseB
    February 6, 2019

    Hi there, JoeyP.

     

    Thanks for joining this thread. I'm here to provide some insights and guide you to the right support so you can get the help you need. 

     

    In order to have an active payroll subscription, make sure that the payment method associated with your account is the correct one. However, if you've already process the steps provided by my colleague MikiD and the issue persists, I encourage you to contact our QuickBooks Desktop Payroll Support Team. They have the tools to pull up your account in a secure environment and re-instate the status of your payroll subscription to activate it. 

     

    Here's how you can contact our phone support: 

    1. Click this link: https://payroll.intuit.com/support/contact/?infosrc=qs&service=16.
    2. Select your payroll subscription.
    3. Choose Payroll for the topic.
    4. Click View Contact Info to get the phone number. 

    For additional reference, you can check this article: Your QuickBooks Subscription has lapsed or Your Full Service Plan Has Expired.

     

    Please know that I'm just a post away if you have any other questions about the payroll subscription. Wishing you and your business continued success.

    S
    Shel21230
    January 27, 2020

    I had the same issue.  My credit card was charge, my account is active, but shows as inactive and I need to renew and no taxes calculating.  I called and had someone fix the issue on my computer.  She went through a bunch of steps, but it seemed there was a missing component on my computer.  Now I have my assistant showing the same issue on her computer.  So even though all of my clients are active on mine, hers is not and she can not help me.  I had her uninstall QuickBooks and then re install and it worked!  

    M
    mb001
    January 27, 2020

    I am having the very same issue.  My annual subscription was renewed earlier this month. My credit card was charged and everything was verified as paid on my end, and on QuickBook's (Intuit) end. Only I did not feel comfortable granting access to my computer with the QB Representative I was speaking with on the phone - for over an hour as you did.

     

    I opted this time for the 'call back' service, and was told it would be about an hour from submitting the request.  It's been over 2 hours, and I guess I'll just call back and wait in line in the morning. 

     

    Hopefully this time I'll get a representative that seems to know more than I do about how to update and maneuver around in QB. 

     

    At least I can see I am not the only one experiencing this issue in the recent weeks, make me feel a little better. 

    AlcaeusF
    AlcaeusF
    January 28, 2020

    Thank you for posting here in the Community, @mb001.

     

    We can perform some basic troubleshooting to get you back on track. I suggest you start with signing in and out of the Account Maintenance page to establish a connection with your account.

     

    Here's how:

     

    1. Open QuickBooks Desktop.
    2. Click the Employees tab at the top menu bar.
    3. Hover your mouse to My Payroll Service and select Account/Billing Information. 
    4. Try signing in and out.
    5. Check the status of your payroll subscription.

    After following the steps above, please proceed with making sure the software is up-to-date. For the detailed instructions, check the steps I'm attaching below:

     

    1. Click the Help tab at the top menu bar.
    2. Select Update QuickBooks Desktop.
    3. Go to the Update Now tab.
    4. Put a checkmark beside Reset Update, then hit Get Updates. 

    If all fails, I suggest visiting the Resolve a problem verifying your payroll subscription article. It provides detailed instructions which you can follow in the order shown to fix the issue.

     

    Reach out to me whenever you have additional questions or concerns. Please know the Community has your back, and I'm here ready to help you. Have a good one.

    S
    Shel21230
    January 27, 2020

    I had the same issue.  My credit card was charge, my account is active, but shows as inactive and I need to renew and no taxes calculating.  I called and had someone fix the issue on my computer.  She went through a bunch of steps, but it seemed there was a missing component on my computer.  Now I have my assistant showing the same issue on her computer.  So even though all of my clients are active on mine, hers is not and she can not help me.  I had her uninstall QuickBooks and then we re installed it and now it is working for her as well.  

    J
    jaycambri
    January 28, 2020

    I am having the same problem, my payroll subscription is active but it says I need to reactivate it.  Can anyone help me, I have tried all the suggestions in this post but nothing is working.  It is also impossible to get support! 

    AlcaeusF
    AlcaeusF
    January 28, 2020

    Welcome to the Community, @jaycambri.

     

    Were you able to check the status of your payroll subscription through the Customer Account Maintenance Portal (CAMPs) website? You can see the entire details of your account on this website and be able to identify the cause of the error message.

     

    Here's how:

     

    1. Go to: http://camps.intuit.com/.
    2. Search for the subscription under the Products & Services list.
    3. Select Details.

    I want to be the one who will go through the process of checking the account and running the troubleshooting. However, If all fails, I'm unable to get going without asking for sensitive information in this public forum.

     

    Due to the high volume of calls, getting in touch with support takes longer than usual. I recommend requesting someone from our QuickBooks Team to contact you via callback.

     

    Here's how:

     

    1. Click the Help tab at the top menu bar and select QuickBooks Desktop Help,
    2. Choose Contact Us.
    3. Enter necessary information.
    4. Press Get a callback. 

    For additional information about the CAMPS website, visit the Manage your QuickBooks Desktop subscriptions and service article. It also contains instructions about viewing license numbers and downloading the program.

     

    If there’s anything else I can help you with, click the Reply button and post a comment. I’ll be right here ready to help you. Have a good one.

    H
    HopeP
    September 1, 2020

    I don't get a contact us box to choose to chat with someone

     

    S
    SigncoLV
    January 29, 2020

    I'm having this SAME Issue.

    My desktop payroll service says Subscription is inactive and i need to Reactivate.

    So I Click Reactivate - Log in - And my subscription status is "Active"

     

    But I cant run payroll, QB isn't calculating taxes, etc. 


    I tried all the edits and suggestions in all the above replies and nothing is working. SO frustrating! 

    katherinejoyceO
    katherinejoyceO
    January 29, 2020

    Thanks for joining this forum, @SigncoLV. I know how you feel about being unable to run payroll due to this issue. 

     

    I appreciate you for trying all the recommended steps provided in this thread. At this point, I'd suggest you contact our  QuickBooks Desktop Customer Support team so they can access to your computer remotely and perform necessary troubleshooting to help fix the issue.

     

    Once resolved, I'd recommend you update your tax table every time you pay your employees. Read through these articles: 

     

     

    Feel free to message again if you have additional questions. We're always around to help you more. 

    C
    CSlater
    February 10, 2020

    Had the same issue. Worked with the QB rep and this is what she had me do:

    Go to C Drive > Click on Hidden Items > On Search Bar to the right enter Paysub (not Paystub)--it may take a while to search. Once found, select file and delete.

     

    Go back to QB > Under Employees > Get Payroll Updates > Update

     

    After the update was completed it showed 'Auto Renewal' instead of 'Inactive' account on PR module. Worked for me, hope it works for you, too!

      P
      PSvenTNG
      February 13, 2020

      Thank you so much for posting this!  It worked for me and saved me a long call with QB support!

        C
        CBachhal
        January 17, 2021

        I'm having this issue but its for Quickbooks online

        I try to run payroll, it says my subscription is expired, redirects me to the subscription page, then says subscription error and redirects me to the subscription tab in the settings where it says that my subscription is active!

        J
        JonpriL
        January 17, 2021

        Hello @CBachhal,

         

        Currently, we have an on-going issue where users, like you, are unable to run payroll with subscription error though its active or subscribed. Rest assured that we've already informed our engineering team and they're in all hands working to fix this as soon as possible.

         

        With this, I'd recommend contacting our Customer Care Support as they haven't shared a workaround yet. With their tools, one of our specialists can associate your account on file to the said investigation so you'll receive all updates via email message.

        1. Go to Help.
        2. Select Contact Us.
        3. Enter the error message in the What can we help you with? field.
        4. Click Continue.
        5. Choose a channel where you wish to connect with our specialists.

        Lastly, I've also included this reference for a compilation of articles you can use while working with us: Help Articles for QuickBooks Online Payroll.

         

        We appreciate your patience as we're working on this, please let me know in the comments if you have any other concerns. Stay safe!

        F
        FranFriarsTOR
        February 4, 2021

        This is an old question, but I had the same issue for the past two years. Here's what worked for me:

         

        Click Start Scheduled Payroll. A window will open, click Verify Account. This will push the renewal through to your Quickbooks. Assuming that your billing information was correct and payment was made. Hope this helps!

        J
        JKWLLC
        August 24, 2021

        HELP!  I have tried everything and I still can't get this fixed!  And where is the number to get someone from QB to call you?  I go to "help" "contact us" but I don't seem to be able to find where to get someone to call me.  I am so frustrated!!!

        C
        Charies_M
        August 24, 2021

        Hi there, JKWLLC.

         

        I appreciate you for letting us know about your experience with the support. 

         

        Since you've tried all the possible troubleshooting steps shared above, I suggest contacting our support. This issue deals with private information and is best handled in a secure environment through our support. They can review the status of your payroll and help you with the activation process.

         

        Here's how to reach them:

        1. Go to Help, then select QuickBooks Desktop Help.
        2. Select Contact Us.
        3. Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

        To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

         

        Feel free to visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

         

        Don't hesitate to let me know if there's anything else you need help with while working with bank transactions. Have a good one.

        C
        CoryH2019
        September 28, 2022

        I updated to Enhanced in May 2022. It worked great until after I did my August 15th 2022 payroll. It says I'm active but still won't let me get into my payroll account! I've called and talked with numerous people for hours and none of them can figure it out. We've done everything over and over and over. I'm over it and quitting Quickbooks payroll and have gone with a local payroll service. I still can't get into account to get my tax forms that I need! It's caused many sleepless nights and I'm not doing it anymore! 

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