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mrskelly2u
March 30, 2024
Question

Change Account Number in Payroll Settings - QB Help Said They Can't Do it

  • March 30, 2024
  • 1 reply
  • 0 views

Client set up a new state (Ohio) in Payroll Settings. The account number used for unemployment tax was wrong, so the first quarterly filing rejected and the payment wasn't credited. The client is fixing the missing payment and filing directly with the state, but here's the problem:

 

When I try to correct the account number in Payroll Settings, I get the error message " You cannot change the Employer Number for this company because you have enrolled in OH EFT. If you have received a new Employer Number, please contact customer service for assistance." I contacted customer service, and after 40 minutes the rep looking into it, she says they can't fix it because I'm enrolled in EFT. Well, yes that's the problem! And then she said there's nothing she can do. FRUSTRATING. There's no way to delete a state  from Payroll Settings that I can see, and I also can't find any information on unenrolling from EFT. I'm hoping someone here can help me with this. Thanks.

 

 

    1 reply

    AlverMarkT
    AlverMarkT
    March 30, 2024

    I hear you, @mrskelly2u.

     

    Only our Payroll Support team can help update your account number used for Ohio unemployment tax. I can explain how our Support Team handles requests in updating account numbers in QuickBooks Online (QBO) Payroll. 

     

    Updating the account number involves disabling the State payroll e-services and reactivating it which requires Chat or Phone Support, as only they can access your account. Once our Support Team receives your request, they can pull up your account and forward your request to our Next Level Help team to process the reactivation after updating your account number. Just a heads up, this process requires 1-2 business days.

     

    However, I understand you've already contacted support, but I'd still encourage contacting our Payroll Support team again and providing the case number to the next representative. They can check your previous conversation and provide help for the next step forward. Here's how to reach out to them again:

     

    1. Sign in to your QuickBooks Online company.
    2. Go to Help (?).
    3. Select Contact Us.
    4. Enter your concern, then select Let's talk.
    5. Choose a way to connect with us:
      • Start a chat with a support expert.
      • Get a callback from the next available expert.

     

    For QBO Payroll Core, support is available from Monday to Friday from 6 AM to 6 PM PT. For QBO Payroll Premium and Elite, support is available any time and any day.

     

    After this, you can refer to this article on recording tax payments made outside of QBO Payroll: Record tax payments made outside of QuickBooks Online Payroll. 

     

    Let us know how updating your account number in QBO Payroll goes. We'll be here to assist.

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