Question

Problem signing to Payroll Service. Sign on was rejected.

10 replies
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Hello,

I'm trying to send direct deposit data after entering it and get message: "Problem signing to Payroll Service. Sign on was rejected." Direct deposit was activated in Quickbooks Desktop 20.0 first week of January, direct deposit data for one of the employees was succesfully entered and sent. Then we updated to 21.0, installed all latest payroll updates, subscription checked, direct deposit status - Active but when I'm trying to enter and send direct deposit data i got message - "Problem signing to Payroll Service. Sign on was rejected."

I tried to enter direct deposit data in Quickbooks 20.0 (it's still intalled after update) and it's works perfect - data was succesfully entered and saved. Why it works in QB 20. and not work in QB 21.0?

QuickBooks Desktop

JessT

Hi there, AshTray.

Thank you for taking the time to post today.

We'll send out a zero payroll and see if you're able to successfully send it. To do this, please open the paycheck/s of the affected payroll and remove the checkmark for Direct Deposit and save it/them. Then, try sending the payroll data ( Employees > Send Payroll Data). Make sure it's zero.

If you can send the payroll data, you're good for the next payroll. If not, please contact our Payroll team to check this further. They have the tools to check this on their end.

Feel free to share an update after doing the steps. Have a good one!

G

grpb

I successfully sent a zero payroll but was rejected when sending a real payroll. Please advise

M

MirriamM

Hello there, @grpb.

There are reasons why payroll is rejected. One of these is a Notice of Change (NOC) for an employee bank account and the action was not completed in QuickBooks. Or you have exceeded the employee and/or the company limit for the amount that can be direct deposited.

To further check the problem, I recommend getting in touch with our Payroll Support Team. With more tools, they can take a look at your account and help identify what's causing this unexpected behavior.

To reach them, here's how:

Open QuickBooks.
Go to the Help menu at the top.
Select QuickBooks Desktop Help.
Click on Contact Us.
Enter your concern, then choose Continue.
Select the way you wish to connect with support.

You can also check out this link for more information on how to contact them: Contact Payroll support. Ensure to review their support hours, so you'll know when agents are available.

Please let me know if you have other concerns. I'm just around to help. Have a great day.

A

Araplee

I had the same error message last week and my issue is not resolved. I've had 2 customer service reps from Intuit shadow my computer and I've been waiting since last week for someone to send me an email or call me back.

A

athomecindy

Is there a 1-800 number to call for assistance?

MorganB

Good morning, athomecindy.

Thanks for joining this thread and letting me know about the issue you've ran into when trying to access your Desktop Payroll account. I want to make sure you're able to get logged in.

I appreciate you trying the steps mentioned by my colleague above. Since the problem is persisting, I recommend reaching out to a member of the Payroll Support Team. Agents have specialized tools, like screen-sharing, to take a closer look at your account to determine what's causing the sign in to fail and ultimately how to fix it. Here's how to contact the team:

1. Navigate to the Help tab, then choose QuickBooks Desktop Help.

2. Click Contact Us.

3. Enter your concern, then select Continue.

4. From here, you can choose to message an agent or set up a callback.

The following link provides these steps if you ever need them again in the future: Contact Payroll Support

With this info you'll be able to successfully log in and get back to work soon. Please feel free to reach back out if you have any other questions.

A

athomecindy

I have the exact same problem. Nothing has fixed the problem. My password hasn't changed.

C

clavoie

I am also having trouble with this. I try to enter the bank information for the employees and get the error each time. The message says that I have tried too many times and to wait for 15 minutes and try again. I get this message even if it's the first time I've tried in several days. It won't accept my PIN and won't let me change the PIN.

JessT

Hi clavoie,

I understand the challenges you have with adding your employee's bank information. Let me help you out.

You'll want to reset your direct deposit PIN, so you can add your employee's bank details. You can refer to this article: Change PIN for processing direct deposit payroll. Then, follow the instructions in the Reset a lost or forgotten PIN section.

On the other hand, you can also check about sending direct deposit payroll for your reference in the future.

I'm just around if you need further assistance with payroll or anything about QuickBooks. Take care and have a good one!

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