Question

QB Desktop won't let me update payroll account

Forum|Forum|5 years ago
May 11, 2021
19 replies
0 views

Warning notice says to update payroll account by 7/31/21 (to add physical home address). However when attempt to do so, it says I don't have admin privileges, even though I am the admin. Anyone else getting this problem? When I go to My Payroll service, there's no field for entering physical home address for principal so I'm unsure how to update as per the required changes.

QuickBooks Desktop Payroll

JoesemM

I want to officially welcome you to the Community space, @susannachou. I'm here to help share information on how to add your physical home address.

You can manage your QuickBooks Desktop account in one place with the Customer Account Maintenance Portal (CAMPs). From there, you can update your account information such as phone number, business address, payment method, etc.

Let me walk you through the steps on how to use it:

Go to Camps.Intuit.com.
Next to Primary Mailing Address, select Change. Note: If this address is connected with a payment method, you need to change the address on the payment method first.
Select the correct address from the list, or select Add a new address.
Click Save and Close.

For additional details, click this article: Change your address in CAMPs.

I've also included this reference for a compilation of articles you can use while logging in to this portal: View, manage or update your Intuit account in CAMPs.

In case you need tips and related articles in the future about the "How Do I" steps in QuickBooks Desktop, visit our QuickBooks Community help website for reference.

Should you need additional assistance in managing your account, you can always find me here. Take good care!

S

susannachouAuthor

I don't think that is exactly what I'm asking. Within QB Desktop, there is a large notice in the Payroll Center saying that I must update my payroll account before July 31, 2021. When I click the notice and log in, it says that I need admin privileges to go further, but I am the admin.

According to the QB Support the update is required by the federal government because I do payroll direct deposit. How do I get past the admin block?

C

ChristieAnn 11

Hi there, susannachou.

I appreciate you for coming back to the thread to add extra information about updating the payroll account. With this, I'll make sure to share information so you're able to change the details in your account successfully.

Once you use QuickBooks Desktop Payroll Enhanced or QuickBooks Desktop Payroll Assisted and pay your employees by direct deposit, you'll need to present some details about your business and Principal Officer. You’ll have to ensure to update your account info by July 31, 2021 to avoid any issues with paying your employees by direct deposit.

When updating your payroll account information, you'll have to make sure that you sign in as the admin user both in the QuickBooks company file and Intuit account. This is to ensure that you have the option to make any changes. Then, you’ll need to add the following info to your payroll account:

Physical business address
Principal Officer’s physical home address
Principal Officer’s Social Security Number
Principal Officer’s date of birth
Business type
Industry type

Once done, I reccomend updating your QuickBooks Desktop to the latest release to keep your software up-to-date so you always have the latest features and fixes.

Here's how:

Close your company files and QuickBooks.
Open the Windows Start menu.
Search for QuickBooks Desktop. Right-click the icon and choose Run as administrator.
While on the No Company Open screen, go to the Help menu.
Choose Update QuickBooks Desktop.
Go to the Options tab. Then, click Mark All and select Save.
Go to the Update Now tab and choose the Reset Update checkbox.
Hit Get Updates.

For additional information, you can click this article: Update QuickBooks Desktop to the latest release.

Then, you can also get the newest payroll tax table in QuickBooks Desktop Payroll to stay compliant with paycheck calculations. Then, to avoid any issues when trying to renew your payroll subscription. You can open this article to see the process: Get the latest payroll tax table update.

Reach out to me whenever you have additional questions. I'm here ready to help you. Take care and have a great day.

B

balcala12

My issue is that it won't take the payroll direct deposit PIN. I am able to input all other information, but when I enter the direct deposit PIN, the "submit" or "next" button greys out. It's like for some reason it doesn't approve of one of the characters used for the direct deposit PIN. How can this issue be resolved. And I know for a fact that I'm not entering the incorrect PIN as I prepared a payroll immediately prior to. I shouldn't have to change the password JUST to be able to get around it, but is that the only option or is there a way to fix it so that all characters are allowed? Thank you! I'm glad i'm not the only one having issues!

Tori B

Hey there, @balcala12.

Thanks for following the thread and sharing your concerns.

Since you're having some issues with your direct deposit pin, I recommend contacting our Payroll Support Team. Our payroll team can review your account from our back end to investigate what is causing the block with your pin.

You can use the steps provided by my colleague above to connect with an agent.

Please reach back out if you have any questions or concerns. Take care and have a great day ahead!

C

Carolyn3896

I am also having an issue with this. When I select "Update account" - the blue button - it does nothing. I thought it would take me to the format needing to be updated. It doesn't and I cannot find where I am supposed to be entering the updated information. I can call Payroll for assistance but thought I would check here first.

MaryLandT

Thank you for joining this thread, and for sharing your concerns about being unable to update the payroll account, Carolyn3896.

There's a possibility that the Update account button is damage. That's why it does nothing after clicking it.

Let's perform the clean install QuickBooks Desktop process to fix company file issues. Before proceeding with the troubleshooting steps, make sure you create a backup copy of your company file.

Here are the steps you need to follow:

Step 1: Remove QuickBooks

Open the Windows Start menu. Search for “Control Panel”, then open Control Panel.
Select Programs and Features or Uninstall a Program.
From the list of programs, select your version of the QuickBooks Desktop you want to uninstall.
Select Uninstall/Change and then Remove. Select Next. If you don’t see this option, sign out and sign back into Windows as an admin (or a user with admin rights).

Step 2: Download the installer for your version of QuickBooks.

Gather your QuickBooks product info.
Have your license number handy. It should be on the original package or in the purchase confirmation email if you bought a digital version.
Write down your product year and version.

Step 3: Reinstall QuickBooks Desktop and restore the file.

Step 4: Downloaded the latest tax table release.

If you're getting the same results, I recommend getting back in touch with our Live Support Team. They can create a case to investigate the issue. Please refer to this link for the contact details: QuickBooks Desktop support.

Let me know how the contact goes by commenting below. I'll be around until you're able to update the Payroll account.

S

susannachouAuthor

The Update button appropriately opens a log in window. However, after logging in, a window pops up stating that I don't have privileges to make changes, despite being logged in as an administrator both in QB and Windows.

J

jac323

I can not update the principal officer information in a payroll account to continue direct deposit after 7.31.21. I was able to for all of my other clients but one. I have not been able to get help by phone or chat. People keep answering my support questions, by giving me answers that are not my problem. for one somebody gave me advice on how to fix my pin. that is not my problem. etc. etc. I am at my wits end. fed up. the support is not good.

C

CharleneMaeF

We are always aiming to make our customers feel valued, jac323. I'm determined to help you update the principal officer information in your payroll account.

I also appreciate the time and effort you've spent with our phone and chat support agents. I'll personally share your feedback with our Customer Support Team regarding this one. This way, we'll be able to take action on improving our customer service.

I read all the responses, and all the possible steps to update the principal officer's details have already been shared. In case you've already gathered and shared the requirements to update the information to our payroll support team, I'd recommend contacting them again. They are the only ones who have full access to your account and can review the information. They can also investigate why you're unable to update it.

Here are the requirements needed:

Principal officer's name, Date of Birth, Home Address.
Social Security Number (SSS)
If you're changing the bank account, get the voided check from the new account.

Here's how to contact our support team:

Open QuickBooks and then click the Help menu.
Choose QuickBooks Desktop Help or press F1 on your keyboard, and then tap the Contact Us button.
Click the Search for Something else button, and then enter your concern in the Ask us anything box-like "Can't update principal officer information".
Hit Search, and then scroll down to get your contact options.

Additionally, I've included these articles that'll help you know more about this process. You can go through the following resources below. This will provide you in-depth details on how to change and update the principal's information:

I appreciate your understanding on this matter. Please know that I'm determined to get this resolved. Please keep us updated on your progress in updating the information. Have a good one,

V

VGPL

I'm having the same issue as others noted on this thread. I've tried every noted instruction, including the "chat" feature for which I spent over an hour only to have the conversation inadvertently terminated by the Quickbooks team. There appears to be no method for reaching a live body via phone or email. I need to resolve this NOW with explicit, reliable instructions on how fix this so that we are not cut off on July 31.

C

Catherine_B

We are continually working on a permanent fix of being able to update your payroll info, VGPL.

I suggest contacting our Phone Support Team so they can add your account to the list of affected users. Any updates and a resolution to this issue will be sent via email.

Here's how to contact us:

Click the Help menu and click QuickBooks Desktop Help.
Select Contact us and enter a brief description of your concern about being unable to update payroll information in your Intuit Account.
Click Let's talk and select the best way you'll want to connect with us.

For more details and for you to be guided about our support hours, you can check out this link: Contact Payroll Support.

Meanwhile, you can check out our Help articles page for more info on handling your account.

Thanks for your patience while we're looking for an available fix. Just mention me in your reply if you have other questions so I can be notified and get back to you right away. Take care!

I

ImAJoy

I just got off the phone with QB Payroll help because I too had the same problem. My problem, the user name did NOT include '.com' at the end of my email address! Something so simple yet makes a huge difference. Not sure that would make a difference on your end. The woman I talked to was aware of the update and was very helpful! I hope you find a solution to your issue!

I

idenis

So glad to hear good news from someone. I'm still trying to find a solution. Even though I am the only user, Admin, Payroll Admin, etc. I keep getting message that I need to contact Primary Admin for access. I've been through two chats which have been unsuccessful.

K

kajrah1

I am getting the same message when I try to update. This threat of losing direct deposit for employees is ridiculous when so many are having issues with complying with their as-yet unexplained new rules.

M

Melenie

I received an email regarding the same Federal/State requirements, but all of the necessary information is current and plugged into the required fields. QuickBooks is updated to the latest version and I'm the Admin on the account. Customer service is clueless and unable to assist with this issue--all responses are canned and basically on a repetitive loop. This is highly frustrating!

S

stingray113

HERE IS THE SOLUTION!!! Since Customer Service is completely useless.....

For all of you who are still having trouble updating your Payroll information and continue to get the error message about needing to log in as an admin, when you're already logged in as an admin: Do the following steps and it should work.

Help>Reset Intuit ID Settings

Type "Yes" in the box and Click "Reset"

Company>My Company

In the upper right-hand corner click "Sign In"

Enter your user ID in the "Admin" box and click "Continue"

Next to "Already Have an Account?" Click "Sign In"

Enter User ID and Password to Sign In

Go back to Payroll Update Banner and try to update again

This SIMPLE SOLUTION fixed everything for me. Seems like it should have taken Customer Service 5 seconds to figure this out.... Hope it helps!

K

KCARLINI

I think that worked for me!! But now I cannot find the option to update the direct deposit!!

M

Mark_R

Thank you for joining the thread, @KCARLINI.

Allow me to provide some information about updating payroll information and direct deposit in QuickBooks Desktop.

When changing your payroll information, you don't need to update the direct deposit. Instead, you'll need to provide some info about your business and the Principal Officer. This way, you can prevent any issues with paying your employees by direct deposit. For more guidance, feel free to check out this article: Understand why you need to update your account info for payroll.

If you encounter issues adding the information, I suggest reaching out to our QuickBooks Payroll Team. They can guide you through the steps of adding them to your payroll account.

Once everything is updated, you can now create and send direct deposit paychecks to your employees. For the detailed steps and information, you can read this article: Send payroll and direct deposit paychecks in QuickBooks Desktop Payroll.

The Community forum is always open if you need further assistance updating direct deposit. Thanks for coming to the Community, wishing you continued success.

N

NinaS

Same exact issue and feeling very frustrated. I hate that there is no longer a help number to call.

C

crollq

I feel exactly the same. I have been using Quickbooks since the 80s when it first came on the market and have run payroll for dozens of companies. It is outrageous that the Intuit reps or moderators or whatever they are keep saying to contact support when so many of us have had no luck with support, and further to keep talking about the law. We ARE NOT complaining about the law - only the QB fails to allow us to follow that law. Whiskey Tango Foxtrot.

M

Mich_S

I understand where you're coming from, @NinaS.

I'll help you get rid of the error when updating your QuickBooks Desktop payroll account.

There are two things that you'll need to do in order to update the principal officer and the business information seamlessly. First, make sure to update QuickBooks to the latest release so you have the recent features and fixes. Also, you'll need to log in as the Primary Admin in your QuickBooks company file. Then, sign in through CAMPS. Once done, you can now proceed with updating your payroll account again.

To learn more about updating your payroll account, check out these helpful guides:

We want to make sure we address each of your questions about QuickBooks and payroll. Just leave a comment and we'd love to assist you further.

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