Question

"There is an issue on our end. We're on it."

Forum|Forum|5 years ago
March 12, 2021
5 replies
0 views

Unresolved.

The current investigation (INV-50636) about accepting an invite to view your payroll information is still open and ongoing. Our engineering team is constantly working to resolve the issue as quickly as possible.

As a workaround, you can request a new invite from your employer, then open the email invitation using a private window. This browser prevents any virus infections that can cause unexpected behavior when using QuickBooks.

To save you time, use either of these keyboard shortcuts:

Google Chrome: Ctrl + Shift + N
Safari 11 or newer: ⌘ + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P

If you're able to add your information, I recommend going back to your original browser and clear its cache to start fresh.

Moreover, I suggest using another supported and up-to-date browser to narrow down the result.

Since you or your employer have already connected with our Support Team, rest assured you'll automatically receive email notifications of the updates. Or, feel free to visit our blog to stay current with the latest QuickBooks news and feature enhancements. Here's the link: The QuickBooks Blog.

For more tips about QuickBooks and payroll, you can also review the topics from our help articles.

If you have any other follow-up questions about QuickBooks Workforce, please let me know by adding a comment below. I'm always here to help. Have a good one!

N

nstinsAuthor

Thank you for your swift reply, but I have tried these methods to no avail. I am using the most current version of google chrome on both my PC and Android phone and have tried to accept invites in incognito on both, as well as cleared the cache before opening an invite in a regular window. I received the same error message for each.

R

ReymondO

Thanks for getting back to us, @nstins.

Since you're still getting the same error message after performing the steps provided above, I'd recommend having your employer reach out to our phone support.

As of the moment, the current investigation about accepting an invite to view your payroll information is still open. This way, they can add their account to the list of affected users. Then, they'll be notified once the issue is resolved.

They can follow these steps to connect with our live agent:

Click the Help menu in the upper-right hand corner.
Type in "Talk to a human", then press Enter.
Look for I still need a human and click on it.
Click Get help from a human or Contact Support Team.
Select between Send a message, Schedule an appointment, or Get a callback.

Also, our articles might have something that can help you with your QuickBooks concerns, too. Just click this link and make sure that the topic is set as "QuickBooks Online."

Should you have any follow-up questions or concerns, don't hesitate to post again here in the Community or leave a comment on this thread. Take care and have a good one.

T

Tony153

The same thing happened to me I can’t sign in to configure direct deposite all the time appear this advice There’s an issue on our end. We’re on it.

M

Maybelle_S

Hello there, @Tony153.

Since you still received the error, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account in a secure environment and check the cause of the issue.

Here's how:

Go to the Help menu.
In QB Assistant, enter the topic you need help with. You can also enter questions.
Select Contact Us to connect with a live support agent.
Select either Start a chat or Call us.

For your reference, you can review this resource for more insights: View your paychecks and W-2s in QuickBooks Workforce.

Please know that you can always get back to us if you have other questions. I'm always here to help.

M

meresarb1

I suspect a lot of us are in this boat: we only use our QB account once a year to get our tax forms from our clients/employers. I stumbled on this just now. Hope it helps. I am going to try this and report back:

If it has been a year or more since the last time you logged in to the account you're trying to access, it’s possible that the original account details have been deleted due to the period of inactivity. You can contact support to check when the account was deleted.

If the account has been deleted, you’ll need to create a new account to access QuickBooks. You can still use the same user ID and password when setting up a new account.

S

Sudi1984

Is this problem ever fixed? In 2023 I am facing the same problem. Probably contacted intuit 6-7 times spend more than 10 hours. One tech gave me case number and it went no where.

Amazing how this company operates. This is basic. I am using my personal email to access our business account (we are CPA Practice). Sometime I worry about privacy and exposure but I believe these complaints goes into deaf ears in Intuit.

The problem should not be that much complicated and seasoned engineer should be able to able to fix but this is all frustrating. Any help is appreciated.

Thanks

A

Anonymous

I am having the same issue. I'm trying to accept an invite from my employer and I'm gettingh an error message everytime.

M

mv32

Hi @2210018.

I want to make sure you're taken care of. May I know what specific error message you're getting every time you try to accept an invite from your employer? Are you trying to log in to your QuickBooks Online Payroll or Workforce account?

Additional details like screenshots can help me provide accurate solutions to resolve your hurdle while using QuickBooks Online Payroll/Workforce.

Please comment below. I'm always here to help.

I appreciate you for joining this thread and adding a screenshot, drental. Let's perform some steps to fix the error and be able to accept the invite without hindrance.

To isolate this type of message, open the invite link in a private browser (incognito window). It helps us check if the browser is already full of frequently accessed page resources, causing unusual responses.

Press Ctrl + Shift + N (Google Chrome)
Ctrl + Shift + P (Firefox)
Control + Option + P (Safari)

If it works, you can return to our default browser and clear the cache to refresh the system: Clear cache and cookies to fix issues when using QuickBooks Online. If it persists, try using other supported browsers: System requirements.

If you have any specific questions, need troubleshooting assistance, or seek general guidance, the Community is always available to ensure your QuickBooks experience is seamless. Feel free to share your inquiry, and I'll be prompt in assisting you.

N

NoahG2023

This is pathetic. Stop suggesting people to clear their cache, use an incognito tab, etc. I've tried logging in to my boss's invite link on 5 different devices, all to get the same stupid error message:

there’s an issue on our end. we’re on it. there was an error during the invitation process. please try again.

Fix your site and create a better error message so people don't have to sit on hold for an hour waiting for customer support.

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