Quickbooks Desktop Accountant Payroll
Let me preface this by saying I have a Quickbooks Desktop Accountants Payroll subscription which allows me to provide payroll to my clients with their own payroll keys.
In August 2022, my client called me and informed me that he'd received an email stating his direct deposit would be suspended if he didn't update some information in the system. It gave you the steps to follow to do so. Every time I do it and get to the end it throws an error 80010 and tells me to call support. That day alone I spent 4 hours communicating with Intuit and got nowhere. The last person I spoke to finally said that the email had been sent out in error and I didn't need to worry about it and to just process the payroll and it would be fine. The payroll did process fine so I moved on.
My client reached back out to me today because he's getting the same message. I logged in and once again entered all the information it was asking for and got the same error message. However, this time his direct deposit is suspended and he can't use it to pay his employees.
Today, as I write this, I'm in my 8th hour of working on this issue again - for a total of 12 hours now with numerous conversations through phone and chat to Intuit but no one is following what is happening. I think this is a bit complicated but -
My client has a payroll key through ME, from my accountants payroll subscription. I assume that key is somehow tied to me, but he is listed under my account with all of his information. I've had reps tell me I need to put in MY information. Which makes no sense, it's his books. His bank accounts. It's asking for the principal officers information - which is him. Regardless, I followed that advice and got the same results. I had one tell me today that it has something to do with an old email of mine that is no longer in existence and I haven't used in over 10 years. All of my information with my Intuit account and with the payroll subscription is under my current email. I can log in and see it right in front of my face. I am completely blown away that Intuit would try to tell me that my paying client, which is using a service that I'm a paying client to intuit for CAN'T PROCESS HIS PAYROLL because they have an old email address for me and want me to send in all of these documents to change it to the email address that is literally ALL OVER EVERY INTUIT PROFILE I HAVE. I've had people log in and take a look for themselves. But I keep getting nowhere and I have to keep starting all over giving the same information for the same circle. I feel like no one I speak to at QuickBooks has any understanding what-so-ever about how this accountants payroll subscription works and I'm very disappointed at the amount of time I've had to spend and the lack of support I'm getting from Intuit for a product you sold me. I've done payroll updates, quickbooks updates, verified things are set up correctly. I've tried to update things on my end in my own company since I assume its the "main" and I don't even have an option to update like he does. I've verified everything I can think of several times. It's not working. And nothing anyone has told me has helped AT ALL.
If someone could please direct me to someone that has knowledge on this type of payroll service and what my issues could be, I'd be so grateful. I'm not trying to sound frustrated, but I am. I don't have more hours and hours for the same run around with the same results.
Thank you!