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vmartinov
January 9, 2021
Question

QB Online FAILURE to transmit W2 Employer form to SSA

  • January 9, 2021
  • 3 replies
  • 0 views

Hi,

I submitted my employer W2 forms on 01/01/2021 for 2020. The status on the QB site says 'Completed', however:

1. I expected to get a confirmation from QB with a confirmation code l like I get every year. I have not received one yet. I called QB and I was told that the status is e-filed, however there is no status on the transmission, and they don't understand why.  I was also told that QB did not send me a confirmation email.

2. I created an account with SSA to check if the transmission arrived on their end, and it DID NOT. All the transmissions for previous years show up with the date when I e-filed.

3. Someone at QB should actually dig deeper on this issue, and not just post a knowledge base article here, as this is an actual FAILURE. It's also not an issue with my inbox.

4. If the issue is not resolved, I demand a REFUND, as I'm being charged for a service that was not performed.

 

Looking forward to an actual meaningful response.

3 replies

C
CharleneMaeF
January 9, 2021

Thanks for updating us on the things you performed to receive the email confirmation, vmartinov.

 

I recommend contacting our QuickBooks Support Team again to have this further check and investigated. They are also equipped with tools that can be used to securely look into your account and dig deeper to determine the root cause of this.

 

Here's how:

  1.  to the Help menu.
  2. Select Talk to a human.
  3. Type in your concern in the Type something field.
  4. Click the send icon.
  5. Choose I still need a human.
  6. Click Contact Us.
  7. Select the Send a message button.
  8. Enter the necessary details, then click Continue.

 

For more information about W-2, I suggest checking this article: Get Answers to your W-2 Questions.

 

Additionally, I'm adding a QuickBooks Year-End guide for reference. This article contains details that'll help complete year-end tasks and end the year smoothly.

 

I appreciate your patience with this. Please know that we're always here to assist you if you have other payroll-related concerns or questions.

V
vmartinovAuthor
January 9, 2021

Your response is not helpful. I already went through the steps you mention and I talked to support. I spent two hours on the phone already with Support and they are not able to help me.

 

I'm going to contact the CEO, Sasan Goodarzi, maybe he can find someone who can troubleshoot this issue.

J
JGrinder
September 20, 2022

 What response did you get from the CEO? There are many people with this issue and QB is not properly addressing the root issue of their software not doing things correctly. 

L
LRAM
January 15, 2021

Has anybody had this issue happen for the 2019 w2s? After calling the SS Admin it appears that they never received w2s for any of our employees for the 2019 year, in turn causing a huge delay in IRS Returns. I can't seem to get an answer, and they were electronically submitted as well. 

R
Rea_M
January 15, 2021

I can see the importance of successfully filing your Form W-2s in QuickBooks Online (QBO) Payroll, @LRAM. That's why I'm here to guide you on the actions you need to take care of this issue.

 

When your 2019 Form W-2s aren't successfully filed, there should be an email notification about it. Since you've already confirmed with the SSA about the form's status, I'd recommend contacting our Customer Care team. They can securely pull up your account and identify the reason you're unable to electronically submit the form.

 

We've updated our support options in QBO. In case you want to talk to one of our representatives to relay this matter, you'll have to request a callback. You'll first have to check out our support hours to make sure we assist you on time. Here's how:

  1. Go to the Help menu.
  2. Choose Contact Us. 
  3. Enter your specific concern in the What can we help you with? field. 
  4. Click Let's talk. 
  5. Select Get a callback. 
  6. Enter your contact details. 
  7. Click Confirm my call. 

 

I've attached a screenshot below for your reference.

 

In the meantime, I'm adding this article to answer the most common W-2 questions and be prepared for tax season: Get answers to your W-2 questions. It includes topics about form availability and electronic filing to name a few.

 

You're always welcome to comment below if you have other concerns about handling Form W-2s in QBO. I'm just around to help. Take care.

E
ERS2
February 15, 2021

I feel your pain! Intuit failed to file and save my 2019 W2 A and D copies. They did save my B, C and 2 copies. Support tried to blame the error on me. Really? I'd expect better from them, maybe time to find new payroll provider.

S
stevenserold
March 16, 2021

The same thing happened to me for 2019 and 2020. I didn’t find out until I got a letter from the Social Security administration  saying I didn’t file the W-2 or W3 forms for both years.

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