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R
ryanclimbs
December 1, 2022
Question

Contractors Can't Add Their W-9 Or Direct Deposit Information

  • December 1, 2022
  • 3 replies
  • 0 views

I purchased QB Contractor Payroll today and tried adding a few contractors. They get the email that allows them to self-onboard, which they begin by logging into an existing Intuit account or creating a new one. After that, they get a page that says "We're creating your account. This may take a minute." I attached a screenshot sent to me by one of my contractors. 

Unfortunately, this page never goes anywhere. No matter how long they wait, it never completed. Refreshing gives a page that says "This invitation has expired" (as does re-trying the link in their email). This has happened with three different contractors using different browsers as well as "Incognito Mode." 

If I can't get this to work, there's obviously no way I can use this. Has anyone had this problem?

It's also worth noting, it won't let me resend the self-onboarding email: I know where it's supposed to be on the Contractor's page, but the link just isn't there. 

3 replies

L
LeizylM
December 1, 2022

Hi there, ryanclimbs. 

 

I appreciate the troubleshooting steps you've done. Let me assist you and share some information about the W-9. 

 

Since the issue persists, I suggest contacting our Customer Care Team. They have the tool to pull up your account and send the invitation email to your contractors. 

 

Here's how to reach them:

 

  1. Click the Help menu in the upper-right-hand corner.
  2. Type in "Talk to a human", then press Enter.
  3. Look for I still need a human and click on it.
  4. Click Get help from a human or Contact Support Team.
  5. Select between Send a message, Schedule an appointment, or Get a callback.

 

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

 

You can manually enter the contractor's information by going to the Details page or through the Vendor list. After that, the data will automatically show in the W9 form. 

 

For additional reference about inviting contractors to securely enter their tax info, please refer to this article:

 

 

Please feel free to let me know how the conversation goes. I'll be around if you need help filling in your W-9 form. Keep safe!

R
ryanclimbsAuthor
December 1, 2022

Thanks LeizyIM! I'm in touch with Customer Care, but they haven't found me a solution as of yet. 

 

Asking my hundreds of contractors to email all their W-9 and bank account information and then entering it manually isn't going to be an option, for obvious reasons. 

 

If I can't get this problem fixed, Payroll through QB just isn't going to be an option for me. 

R
ryanclimbsAuthor
December 1, 2022

I've now been on the phone for a total of 4 hours with customer service and haven't gotten anywhere. The system you guys have set up where I call someone who can't do anything and that person talks to someone in tech support is so screwed up and inefficient. I'm still not 100% sure the person who can help me is clear as to what my problem is. 

R
ryanclimbsAuthor
December 1, 2022

Six hours on the phone, just trying the same things over and over. 

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