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M
MK_APWC
October 7, 2024
Question

QuickBooks Online Payroll Elite Setup Service - YTD Payroll History entered incorrectly

  • October 7, 2024
  • 1 reply
  • 0 views

Our company recently upgraded from QuickBooks Desktop to QuickBooks Advanced + QuickBooks Online Payroll Elite. The payroll expert who handled our payroll setup appears to have mis-entered YTD information for Employee Taxes, Employer Taxes, and Company contributions across multiple employees.

 

The payroll expert who performed the data entry is not responding to my messages, and had assured me multiple times before I had to run my first Payroll in QuickBooks Online that the YTD information she had entered was correct, based on checks and balances in place on her end.

 

Now that I have run one Payroll in my QuickBooks Online account, it is unclear how to correct these multiple YTD payroll history variances between Desktop and Online that I am finding. I am reaching out to the community to see if anyone else has experienced this, and how they recommend to proceed in terms of working with the QuickBooks Payroll Elite support team to resolve this kind of issue. Based on what I am finding in the Online data, I will need to issue a correction for every single employee (16 total) that was setup by the payroll expert who Intuit assigned to my account.

1 reply

L
LeizylM
October 7, 2024

I can see the challenges you're facing with YTD information discrepancies after transitioning from QuickBooks Desktop to QuickBooks Online Payroll Elite, MK_APWC. I want to route you to the best support available to help with your concern.

 

To ensure a prompt and accurate resolution, we recommend contacting our QuickBooks Online Payroll support team again. They have the expertise and resources to pinpoint the discrepancies and provide tailored solutions to get things back on track.

 

Here's how to reach them:

 

  1. Click the Help menu in the upper-right-hand corner.
  2. Type in Talk to a human, then press Enter.
  3. Select Contact Support Team.
  4. Type again Talk to a human and click Contact Support Team.
  5. Choose a way to connect with us.

 

To know our support's availability hours, kindly visit: Contact Payroll Support.

 

If you want to learn more about payroll updates, you can read this article: Correcting Payroll in QuickBooks Online Payroll Core, Premium, and Elite.

 

I'm looking forward to having this sorted out. Don't hesitate to leave a reply if you require further assistance. I'm always around to assist you with your payroll-related concerns. Keep safe.

M
MK_APWCAuthor
October 10, 2024

LeizyIM - unfortunately, the payroll updates article you shared, does not apply to my situation.

 

For anyone else in the Community experiencing the same issue, here is an update. After multiple attempts to reach the Payroll Elite Setup & Onboarding team (the team responsible for my QuickBooks Online Payroll setup and resulting issues), I was redirected to Payroll Support. I spent approximately two hours on the phone explaining my situation above to an expert on the Payroll Support team.

 

Ultimately, it was determined that I need to go through Intuit's Payroll Corrections process. Both customer support and "PTO" case numbers have been issued for my Corrections case. I was also asked to provide Payroll Detail Review reports from my QuickBooks Desktop file, for the Payrolls ran YTD in Desktop. It is my understanding that the Intuit Online Payroll Corrections Team will be using these exported reports to go back and fix the YTD Payroll History that was entered incorrectly by the Payroll Elite Setup Expert assigned to my account. I received a notification via email that it will take 25 days to complete my corrections. All 17 employees set up by my Intuit Payroll Elite Setup Expert need various corrections when it comes to YTD tax withholdings and/or company contributions.

 

It's unfortunate that there seems to be no monitoring or accountability by Intuit, when it comes to the performance or service levels by their Payroll Elite Setup Experts. It is now costing both my company and Intuit's time, to correct what they said they would handle correctly in the first place (my Payroll setup). That was one of the reasons we went with the QuickBooks Online Payroll Elite subscription after upgrading from QuickBooks Desktop -- to receive "elite" expert setup services and avoid this kind of issue in the first place.

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