Payroll Cloud Services - all my employees are gone

Hi there, pt0609.

This isn't the kind of service I want you to experience when trying to invite an employee to view their paystubs using Quickbooks Desktop Pro 2018. However, the issue of missing employees on the Invite page is currently under investigation. Our engineers are now working to fix this as soon as possible.
 

I suggest contacting our QuickBooks Desktop Payroll Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update through email once this has been resolved.

Here's how: 

1. Press F1 to open the Help window.
2. From the search icon, type Contact Support.
3. Click Contact us at the bottom part.
4. Give a brief description of your issue about missing employees and click the Search button.
5. You'll be routed with How to connect with a QuickBooks expert and you choose which one is best for you.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Hi there, @UD1.

I'm here to help ensure that your concern is taken care of. Let's perform these workarounds to resolve this issue. Let me show you how.

Here's how:

1. Check the employee for special characters in their name. Hyphens are the only special character allowed. (Remove any special characters, including spaces entered before their first, middle, or last name.)
2.  Go back to the invite page and see if the Employees name appears. If not, move to the next step.
3. In Quickbooks, toggle the status of the missing Employee to Inactive and change it back to active.
4.  Send zero payrolls.
5.  Go back to the invite page and check if the Employee name will show in the list.
6.  Invite Employee.

If the issue persists, let's locate the QBWin.log or QuickBooks.log files. This will help you determine the cause of certain errors/issues found in your file.

 Here's how:

1. Find QBWin.log or QuickBooks.log files.
2. Check the log file.
3. Scroll all the way to the bottom for the most recent Verify information.

If you see a line that contains the LVL_ERROR, check out this article for the detailed steps on how to resolve them: Top data damage errors in QuickBooks Desktop.

That should point you in the right direction. Please let me know how it goes in the comment section below. I'm always here if you have any follow-up questions about the process. Take care always!

This isn't the service we want you to experience while using the program, @Printelf,

I appreciate you for exerting effort to get this issue handled. Let me chime in for a moment and provide you with some information about this.

We've received reports that other users are getting the same error. Currently, there's an ongoing investigation of this matter. Rest assured that our product engineers are working actively to get this issue resolved.

To add your account details to the notification list, I'd advise you to contact our QuickBooks Desktop Payroll Support and ask them to connect your case to INV-34649. Any developments will be reported via email.

For now, I'll share some workaround that our engineers have provided. Let me guide you on how:

1. Check the employee for special characters in their name. Hyphens are the only special character allowed. Note: Remove any special characters, including spaces entered before their first, middle, or last name.
2. Go back to the invite page and see if the Employees name appears. If not, move to the next step.
3. In Quickbooks, toggle the status of the missing Employee to Inactive and change it back to active.
4. Send zero payrolls.
5. Go back to the invite page and check if the Employee's name will show in the list.
6. Invite Employee.

Additionally, I'll include these articles you can refer to for some FAQs about giving your employees W-2 access and guidelines for the year-end:
 

• Access, Print, and Upload W-2s.
• Year-end checklist for QuickBooks Desktop Payroll.

I'm looking forward to hearing about this being resolved. Let me know if you require further assistance in inviting employees to view paychecks. I'm here to help anytime. Wishing you a blessed year.