Question

QuickBooks Pro 2024

Forum|Forum|1 year ago
November 15, 2024
2 replies
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I have had Quickbooks for over 20 years. Today I wanted to utilize my direct deposit option for my employees. I had used it a few years ago but stopped. When doing payroll, I was asked for my pin so it could send my data. I put my pin in one time and it said it was wrong. I did it again and it said I was locked out. I reached out to support and after a long conversation, remote access, the service person was all over my program pointing to various things, sort of talking in circles, and said my file was 91% corrupt and once it reached 95%, I would lose everything. Even if I continue to back up my program twice a week as I do. He said the cause was clicking the 'x' up in the corner to close my program. Then said it was a power outage. In order to fix the program, he came back with a cost of $2070 for a one time fix, $2900 for a two year program or $3900 for a three year program to cover. What is going on? He was extremely rude, very pushy and all I had asked is if my pin can be reset. He did not seem to want to answer that question. Has anyone else had this issue and where in my program can I find that my software may be 91% corrupt. Note: I have had no other issues processing payroll, making ACH payments, updating my tax forms and information nor submitting these reports through the program.

QuickBooks Desktop Payroll

JenoP

Receiving timely support when you need assistance helps you finish all tasks and keep everything running smoothly, PME74091. I want to assure you that we're committed to helping all our customers, especially those like you who have been with us for a long time. With that in mind, let me clarify our support services.

For customers with active Payroll and QuickBooks Plus subscriptions, changing PIN and resolving data-related issues are included at no additional cost.

Before that, can you also tell us what number you contacted? There's a possibility you may have inadvertently connected with a third-party technical support group or a support scam. These unauthorized entities often charge for services that Intuit provides free to its customers.

You can read more details about possible fraud or support scams in this article: Identify suspicious activity, phishing scams, and potential fraud.

Please note that the most secure way of reaching out to our support teams is through the Help menu within your company file. Let me show you how:

Go to the Help menu and select QuickBooks Desktop Help.
Click Contact Us at the bottom of the screen.
Give a brief description of your issue, then select Continue.
Sign in to your account and select Continue with my account.
We'll email you a single-use code. Enter your code and select Continue.
If you have more than one account, select the account you want to use, and then click Continue.
Choose between Chat or Callback.

Regarding the Direct Deposit PIN, the system will lock you out if an incorrect PIN is entered multiple times, which is not related to data issues. You will need to wait at least 15 minutes for the system to unlock so you can re-enter your PIN.

You can also follow these steps on how to reset it:

Make sure to log in to your QuickBooks company file as admin.
Go to the Employees menu, then click Send Payroll Data.
Click the Send button in the Send/Receive Payroll Data window.
Select Forgot your PIN? and enter your admin password.
Click OK.
Create a new PIN and confirm it.
Choose Submit.

Additional details about the process of changing PINs are thoroughly discussed in these articles:

As you resume using Direct Deposit, you can use these articles as additional resources:

Let me know if you have any other questions about contacting support, processing employee payments, or other payroll-related matters. The QuickBooks Team is committed to providing you with the assistance you need.

C

Chrea

@PME74091

I reached out to support and after a long conversation, remote access

A simple question. How did you contact Support? You were not talking with a legit support team.