Question

Payroll Exports Broken

Forum|Forum|3 years ago
October 7, 2022
2 replies
0 views

I just spent 2+ hours on the phone with support due to the Quickbooks Export payroll feature being broken. Support could not help only added me to an on-going case.

Is there anyone else out there who has separate files for QBO bookkeeping and what they call a "stand-alone" payroll file? If so, please help. I am unable to import from the stand alone payroll to the bookkeeping file. I would prefer not to have to re-enter all the data for several months for many employees. Does anyone have a workaround for this issue?

I have had issues with Intuit and the payroll services in the past. They seem to want customer satisfaction but then they produce software that just does NOT work. Perhaps the answer is going to another software.

QuickBooks Online Payroll

R

RCV

I can see how this situation has taken hold of things for you, jeannie123.

There's an ongoing issue where customers are unable to export from Standalone Payroll to QuickBooks Online and encountered an error message "Error while exporting transactions. Please try again later." Rest assured our engineers are working together on the permanent fix. Since our agent support already added you to the list of affected users, you'll receive an email notification about the update on this case.

You can also contact again our Customer Care team about the status of this issue. You can provide the INV-77510to our representative as your reference. Here's how to get a call from our support:

Go to the Help menu.
Select the Contact Us button.
Enter a brief description of your concern in the What can we help you with? field.
Click Let's talk.
Select Get a call or Get a callback.
Enter your contact information.
Select Confirm my call.

I've attached a screenshot below for your reference.

Need to check your employee's year-to-date payroll amounts in your new online payroll system? This article can help you pull up an effective report: Run payroll reports.

The Community always has your back, and I'm just a post away should you ever need anything. Just leave a comment below and I'll get back to you. Have a great day ahead.

F

Fourty6

Not fixed as of 10/20. I have the same problem and I've spent so much time on the phone and chats trying to fix. This is incredibly disruptive to a small organization.

In addition to the "Error exporting..." error I've been getting for over two weeks, I'm also now getting a screen that says, "you need an online QuickBooks account to access this page" for several settings pages, including the export settings. (I do have an online QuickBooks account.)

What a mess. At the very--just absolute minimal--least, QB could give us an ETA better than "a timely manner." Especially as weeks (maybe it'll be months--who knows!) is not exactly a timely manner.

J

jeannie123Author

I called into support today. I had them check the case number...and it showed as closed! But, I had a great and persistent customer service rep. She looked at the error on the back end. I use chrome, so she could look by clicking on the three dots on the right-hand side, then "more tools", then "developer tools". When I exported, we could see an error on the Console saying I had a duplicate account for my salaries posting.

When I searched part of the name in the bookkeeping file, I found that two accounts had the same name (one was a sub account). So I changed the name of one, exported again, and it worked. I did not export all at once, but just a few and all were in the receiving general ledger when I opened that file to check.

So that fixed my problem! I hope they tell people that this seems to be a fix that works!

C

ckruppe

It is now 2/13/24 and this issue is still not resolved. QuickBooks fixed it for awhile but it is broken again and has been since 1/1/24. I have called in multiple times, been on hold for over 2 and 1/2 hours each time, was told it was going to be fixed in a couple of minutes, was told it was being worked on by tier 2 and others, just called in again today and the fix they gave me does not fix the issue. Still on the phone with tier 1 - at 2 hours and 34 minutes now. Was also told today that my case that I opened the first part of January had been closed!! It is still not fixed...this is unacceptable. No one seems to care. There is no communication. I don't understand how they can just let issues go unresolved.

C

Carneil_C

Hi there, @ckruppe.

Currently, we have an ongoing investigation into the export payroll feature in QuickBooks Online. Rest assured that our engineers are doing their best to fix it as soon as possible.

I recommend reaching out to our Customer Care Support team. This way, they can take a closer look at this issue and be added to the list of affected users. This way, you'll receive email updates on the investigation's status and be notified once it's resolved.

Here's how:

From the Search tab, click Contact Us.
Enter your question and select Continue.
Review and select from the following: Have us call you, or Chat with us.

Also, I've added this resource that might be useful if you want to run payroll reports in QBO to help you track your business: Run payroll reports in QuickBooks Online Payroll. The same resources give you details on how to mark a report as a favorite, and customize, and print reports.

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to comment below.

C

ckruppe

Carneil_C - I appreciate your response. I have reached out to Customer Care Support mutliple times. I was told there was an ongoing issue and I was added to the affected users. I was also told that they closed the ticket because it was fixed when it was not. I was also told that I would receive email updates and never did. I already know how to run payroll reports in Intuit Standalone Payroll. How do you think I have been adding my information to QuickBooks Online for the last month and a half? I am trying to not let my frustration come out in an angry tone, but it is really getting hard to do so. I am having this issue with multiple client files. It is a lot of extra work to manually add all of the payroll information week after week. It seems like every time Intuit changes something, something else breaks. This issue has happened multiple times in the last year. This is just one more frustrating situation that adds to others that have happened. At the end of 2021, beginning of 2022, Intuit changed from Intuit Online Payroll to the Standalone Payroll product and lost my W-2's for 3 companies. I was told there was no way for Intuit to "recreate" this data and I was out of luck. I had to manually enter my W-2s through the IRS's e-services. Now the IRS wants $16,000 for not efiling the W-2s. A battle I am fighting with no help from Intuit - which is supposed to guarantee correct filing of taxes and forms. No one ever answered any of my requests for help through email and phone calls even after following all of the instructions I was given. I just do not know where to turn for help!

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