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userjose-torres-ruiz
January 11, 2021
Question

Employee is seeing "We weren't able to show your payroll info" message when trying to log in. How we can fix this?

  • January 11, 2021
  • 10 replies
  • 0 views
Original commenter did not share additional details

    10 replies

    Candice C
    Candice C
    January 11, 2021

    Good morning, @userjose-torres-ruiz. 

     

    Congrats on making your first post here in the Community. Let's work together and get this problem with your employee viewing their payroll information fixed. 

     

    After researching further, I've discovered there's an on-going issue with this message. This means that other customers are having this same issue. Our Product Engineers are working hard to get this resolved. 

     

    However, you can contact our Customer Support Team to get added to a list of affected users. This will allow you to receive updates via email about this investigation. Here's how to get in touch with them: 

     

    1. Go to the Help icon in the top right-hand corner. 
    2. Press the Contact Us button. 
    3. Give a brief description of the problem (INV-49806) and hit Let's talk. 
    4. Scroll down and choose to Get a callback. 

     

    That's all there is to it. You can also check out these links below for some future references: 

     

     

    Let me know how it goes. I want to make sure all of your concerns are addressed. It's my priority that you're able to allow your employee to review their payroll information. I'm only a post away if you need me. Have a wonderful Monday! 

    L
    laurenp
    February 2, 2021

    Looks like this was posted 3 weeks ago and is still being sorted out. My employees are all unable to see their paystubs and new employees are unable to complete their new employee info (W4, etc.) because after registering they only see this error.

     

    Is there a projected date of resolution for this problem? 3 weeks is an awfully long time for this to still not be resolved.

      A
      AileneA
      February 2, 2021

      Hello, laurenp. 

       

      I've checked with the INV-49806 provided above by my colleagues the investigation has already closed. Let's go ahead and try the workaround given by the engineering team.  

       

      1. Get a new email invite from the employer.
      2. Open the new email invite and click on Get access to paychecks button.
      3. Sign In with the email address/username and password.

      Note: If routed to the create account page, scroll down to the bottom and click on "Already have an account? Sign In" link.

             

              4. Click on Continue to (name of the company) button. 

       

      You can read this article in case you'll need help to resend invitation again to your employee: Invite your employees to QuickBooks Workforce to see pay stubs, W-2s and more. 

       

      Please know I'm always available here to lend a helping hand. Just a message in the comment section. Take care and have a good one!

      J
      jringzmn
      March 25, 2021

      I’m also getting the same error from my account. Even if I’m trying to just log in, the error pops up so I can’t do anything with the account. I tried clear the cache, a different browser, incognito mode, restarting my device, but nothing happened. This is very frustrating.

      MichelleBh
      MichelleBh
      March 25, 2021

      This is not the experience I want you to undergo, @jringzmn.

       

      I appreciate you for doing some initial troubleshooting steps to get rid of the error. I'm here to present other tricks to isolate the problem. 

       

      The error message We weren't able to show your payroll info is under investigation right now. Our engineers are continuously working to have a permanent resolution. To add you to the affected users, I'd recommend communicating with our Customer Care Team. This way, you'll be notified of any updates. Please follow the steps provided by Candice C above. 

       

      You may also check out support hours to ensure we can address your concern quickly. 

       

      Before calling them, have you tried the workaround steps above provided by my colleagues? If so and the issue persists, let's try another workaround. 

       

      • The email link is not expired. 
      • Ensure there are no special characters in the employee's name.
      • The employee is not also an admin on the Company Realm. 
      • Change Username then create a new Intuit account for the same email

       

      If so, let your employer modify it by following the steps below. 
       

      1. Go to https://accounts.intuit.com or click the Company name. 
      2. Tap Manage your Intuit Account and sign in using your existing credentials. 
      3. Choose the Sign In & Security tab on the left side. 
      4. Enter a unique name and email address. 
      5. Resend an invite and follow the onscreen instructions. 

       

      Once done, open the email and re-create a new account using the new information. Check out this article: Set up your QuickBooks Workforce account.

       

      I'd also encourage you to visit these articles about changing QuickBooks credentials and other relevant matters. 

       

       

      Feel free to leave a comment below if you have further questions about logging in to Workforce. I'm always here, ready to help you. Keep safe.

      K
      ksmith7
      March 26, 2021

      Hello

      I have tried the same thing and receive the same message. I am in SERIOUS need of my paystubs as I am seeking help for rent assistance. They need the stubs to process the application. Please Please PLEASE assist me. I have received a new invite 3 times. It is not working. 

       

      We weren't able to show your payroll infoRefreshing your screen often fixes the problem.

      A
      amberwisk87
      May 8, 2021

      This is ridiculous. It is now May 8, 2021 and this still is not resolved. Are the "engineers" even looking into this? Seems like a pretty big problem that affects a lot people. 

      I have cleared cache, refreshed browser many many times as the error suggests, tried different browsers. Nothing works. 

      I don't want to contact customer support just to few a paycheck every time. 5 months and no one can figure it out? That's hard to believe. I'm sure at this point they gave up and are dumping the issue on customer support but lying about "looking into it" just to appease people. 

       

        J
        jeremyschultz
        June 3, 2021

        I saw this error twice: in July 2020 and now in June 2021. Obviously this is a long-standing issue. Both times I was sent an email invite by my employer and after creating the account and/or signing in I saw this message and couldn't go further.

         

        I hit upon a solution just now that got me into the UI. Logging in normally did not work but I tried the option to recover your account (I can't remember the exact wording but there was a link about "recovering" my profile/account/sign-in. I then got to a screen where I could change my password, and I actually just entered my same password and clicked next/continue. That got me logged in and then it could load the UI with my documents.

         

        I hope this helps someone.
        Jeremy

        T
        tkurtz
        August 7, 2021

        I am not sure if this is a permanent fix yet, but we had this happen with one employee for the last few weeks. We revoked their online access in their settings, then resent them the activation link to reset their account info and it is now working.

        K
        K Payne
        September 19, 2021

        This is happening to me. It is September of 2021. Looks like it has been 9 months since this has been happening. Ridiculous.

        J
        JonpriL
        September 19, 2021

        Our priority is to resolve the issue with Workforce access, @K Payne. Therefore, I'm here to offer help and share a few workarounds we try to get rid of the error message.

         

        Let's start by checking the email address you're using to log in is not the credentials used by the Primary or the Company Admin profile of the account. Next, we can try working with the other supported browser application to check if the error is not related to the current one.

         

        But if you can confirm these suggestions have been reviewed and done accordingly, I'd still recommend contacting our Customer Care Support. With our specialists online, certain tools can help you reset your profile for fresh access on Workforce.

         

        To do so, you can follow the steps shared by my colleague above based on the QuickBooks product you working with. And make sure to initiate contact during support hours so we can assist you on time. 

         

        We appreciate your patience as we're working on this. Please let me know in the comments below if you've got other questions about your access to online paychecks. Take care and stay safe!

        D
        drezabek
        October 4, 2021

        @JonpriL I respectfully disagree with your statement, "Our priority is to resolve the issue with Workforce access..."  This thread started on January 11, 2021 at 05:24 AM.  That was nine months ago!!!!!  Babies have been conceived and born since this thread started.  

         

        All that gets posted here is stock, template customer support statements like, "Currently, there's an investigation related to the error..."  If this was a priority to Intuit, it would be fixed by now.  This is an account configuration issue, a bug, that clearly is reproducible.  So reproduce it and fix it.  I am in the customer service business and I provided this type of customer service to those that I serve, I would be unemployed.  It's honestly that simple.  

         

        From the optic of your customer base, your priority appears to be collecting your monthly fees, not providing us the value and service that we're paying for.  Fix the problem. 

          A
          ACboy
          November 3, 2021

          I've had the same problem for over a year now. I've now used all 3 emails I use to create new accounts so I can access them. It only lasted me about a month each time. I gave up and just let the office give me paper copies since it's the law here anyway. Still annoying I can't look up any information about my pay or tax info.
          Tech support had no answers for me either. Accounts had nothing to say and sent me to IT, who also had nothing to say and sent me to Accounts.

          A
          avtecdental
          November 15, 2021

          Still no resolution?

          A
          ahna1
          November 15, 2021

          It is 11/15/2021 and I am having this problem on multiple different devices.

          L
          lletisia
          December 13, 2021

          12/13/21 Same issue here. The company has sent 4 invitations. I have accepted the invitation and then "Welcome to the (company name)" then that's it. Get the error.  I am on chat and getting the same instructions again.  Get another invite from your employer, accept the invitation.  FYI... your messages at least let me know that it doesn't look like this will get resolved any time soon. I don't like the fact that I will have to wait for paystubs and my W2. What a disservice. 

          Z
          Zanejamin
          December 19, 2023

          12/19/23 here same message.

          J
          JakobL
          December 20, 2021

          12/20/2021 I'm having the same issue. I don't think it's a problem with my account, as my login works with Timesheet. Thankfully, my company is willing to print paper paystubs for me, but I hope this gets resolved soon. I'm not sure if the investigation is still underway, but it would be great to be able to access everything before tax season. I've tried doing the workaround steps twice with no luck.

          W
          wizprovence
          September 3, 2022
          Original commenter did not share additional details
          DivinaMercy_N
          DivinaMercy_N
          September 3, 2022

          Hello there, @wizprovence. I want to ensure you'll be able to access your payroll information in QuickBooks. I'm here to provide updates and details about the error you're having.

           

          Currently, there's an ongoing investigation about the error We weren't able to show your payroll info when accepting invites or accessing paystubs in QuickBooks Workforce.

           

          I know that this issue delays your working progress so I've got here several workarounds you can perform to fix it. Before we begin, let's ensure that you're using a supported browser in accessing your paystubs or W2s.

           

          Once confirmed and still encountering the same thing, let's now verify that there are no special characters in the employee's name and they are not an admin on the Company Realm in Oii. If so, the employee has to use a different e-mail address for Workforce. 

           

          If the issue persists, you may want to utilize a different browser/device in accepting the invite. Log in using the original email address and password. If in case the invite gets expired, request a new one from your employer.
           

          Another workaround is to change your Username and create a new Intuit account for the same email. Here's how:

           

          1. Head to the https://accounts.intuit.com page.
          2. Next, sign in using your existing username and password.
          3. Then, go to the Username area and click Edit.
          4. From there, change the information to a different username (must not be a full email address).
          5. After that, open the email invite.
          6. Then, create an account using the email address as a username.

           

          If you still get the same error, I recommend asking your employer to resend the invitation to a different email address (brand new). 

           

          However, if you've done all the troubleshooting steps and still receive the same issue, I highly recommend reaching out to our Customer Care team to report this and add you to the list of affected users. This way, you'll be notified of updates and resolutions about the investigation.

           

          Please let me know updates on how this goes. I appreciate any information you can add. Also, feel free to post again here in the Community if you have any other QuickBooks-related concerns. I'm always here ready to lend a hand. Have a great day ahead and keep safe. 

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