Question

QBO updated today. Now when I go to do timesheets the Payroll Items say it is unavailable and I cannot do reg and OT. Anyone else have this problem?

Forum|Forum|2 years ago
February 6, 2024
5 replies
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Original commenter did not share additional details

QuickBooks Online

Let's figure out the cause of the payroll items being unavailable and fix it to keep you going with your task, liz.

I checked if there's an ongoing issue about payroll items, saying it's unavailable, but there's none. You could be experiencing browser issues. Let's perform troubleshooting steps to isolate this.

Start by opening a private browser or an incognito window on your QBO account. Based on your browser type, please refer to the keyboard shortcuts below:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P
Safari: Command + Shift + N

After this, clear the browser's cache so the system can restart. Clearing the cache will reboot the system, allowing you to work with a clean slate. Then, check whether the items still show up as unavailable. If it still doesn't work, you can use other supported browsers.

Furthermore, if the issue persists after doing all the troubleshooting steps, I recommend contacting our Customer Support Team so they can further investigate. Here's how:

Go to the Help icon.
Select Contact Us.
Enter your concern, then click Let's talk.
Choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

QuickBooks Online Payroll Core - Monday to Friday, 6 AM to 6 PM PT.

QuickBooks Online Payroll Premium, Elite - any time.

Additionally, I'll share this article to help you create, manage, assign, or update pay schedules: Set up and manage payroll schedules.

Hit reply in the thread if you have follow-up questions about managing your payroll items. I'll be around to assist. Have a great day!

V

vzagnoli

This is still not working for me! It went down about 6pm on Monday, it's now 9am Wednesday. Did anyone else open a ticket on this issue? QB is almost unusable for me without this working.

M

Mark_AG

Hello there, @vzagnoli.

I understand the importance of using Timesheets in QuickBooks Online Payroll. Rest assured we're already investigating this issue and are working diligently to apply a solution as soon as possible.

Furthermore, I'm here to guide you in contacting our QuickBooks Online Payroll support. Please provide them with the investigation number (INV-99193) to be added to the affected users and get email updates on the investigation.

Here's how:

Head to this link: Contact Us.
Select QuickBooks Online Payroll product and click Continue.
Select Contact Us and choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

Furthermore, you can learn how to setup overtime pay to your employee in QuickBooks Online Payroll.

Let me know if you have other concerns besides timesheets unavailable in QuickBooks Online Payroll. I'm always here to assist you.

V

valerie5

yes i am having this problem. every time entry that i click on gives an error. also for other employees on other computers.

Clark_B

Hello there, @valerie5.

I understand the importance of doing timesheets in QuickBooks Online (QBO) so you can manage your business effectively. For now, let's do some troubleshooting steps to determine if the issue is related to your browser.

To start, please open an incognito window. This will prevent your browsing history from being saved. You can use the following keyboard shortcuts based on the type of browser you are using:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P
Safari: Command + Shift + N

You can also use other supported, up-to-date browsers as an alternative which will provide the best and most secure experience with QuickBooks. However, if the issue still persists after doing some troubleshooting steps. I suggest contacting support to further check what's causing this and determine possible solutions.

I'll also add this article to help you in running, printing, and customizing your payroll reports: Run payroll reports.

Please keep me posted on how the troubleshooting steps go. I want to make sure you're all set. In case you still need my assistance, don't hesitate to post again. I'd be glad to help you more, @valerie5.

V

valerie5

Sorry, that didn't work. I tried resetting all cookies/cache/incognito browser. Log out etc. Still error.

E

erin4ou

I'm having the same issue! Pay items unavailable. Anyone find a solution?

T

terribleiwishicouldswitch

I'm on the phone with them now. They've been useless during a 30 minute phone call so far. They claimed it was a system issue just now.

E

erin4ou

I chatted w/ payroll support. They told me it wasn't a payroll issue and I needed to talk to timesheet support. Left that chat and started a new one w/ timesheet support, and they tell me it's a payroll issue and they cannot help. At this rate my employees will be paid late. I gave both the INV number and they don't seem to have any info.

Chat support says: As much as I love to further assist but I don't see any information for the turn around time and how to fix it. However, I can provide you with the best resolution, I’ll be getting a representative from our (payroll team) to make sure that this will be taken care of.I have checked the investigation number here and I can see that there's no workaround yet. But no worries, our team is working on it to get it resolved as soon as possible. There will be email sent to the affected accounts once they fix this one.

T

terribleiwishicouldswitch

Mine seems to be back up today. I did not receive the promised e-mail.

A

alissak

We are having this same issue today. Can we get some help?

S

Sherrie_F

Thanks for chiming in, Alissak. Let me route you to the appropriate support so this can be taken care of accordingly. I know that having a smooth payroll process is vital for maintaining accurate records and ensuring your employees are paid on time.

With this, have you followed the troubleshooting steps mentioned above? If you already done and the issue persists, I recommend contacting our Support Team. They have the expertise and tools to initiate a screen-sharing session, review your account, and investigate the root cause of the problem.

Here's how:

Log in to your QuickBooks Online (QBO) company.
Click the Help button at the top right corner.
Go to the Search tab, then select Contact Us.
Enter a summary of your concern, then click Continue.
Choose a way to connect with us. You can either choose Chat with us or Have us call you.

Additionally, I'm providing you with this article just in case you want to use classes to track income, expenses, or profitability by business segment: Get started with class tracking in QuickBooks Online.

I appreciate the opportunity to assist you with your timesheet management. Your success is important to me, and I’m here to help you navigate any challenges. I’m just a message away, eager to assist you further.

H

HR99

I'm also having this problem and it's been going on for several months. I've called QB Time and Payroll teams and both have been unsuccessful in resolving this issue or providing a work-around. I've spent at least 16 hours on the phone with support and cut off when they didn't know what else to do. I've tried clearing cookies and cache, different browsers and imported from classic Time multiple times. Assigned pay items and time worksheets don't sync for all employees. Some have the pay items appear while others don't. I cannot select Regular time for anyone and newer employees don't have an Overtime pay item to select. Frustrating. I hope QBO gets this fixed soon.

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