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H
HHSSam
February 9, 2021
Question

Unable to see payroll in Workforce

  • February 9, 2021
  • 5 replies
  • 0 views

One of my employees is unable to see his payroll information in Workforce. It seems he is able to log in but he gets a message that says "We weren't able to show your payroll info" and "refreshing your screen often fixes the problem." (I attached a screen shot.) We've refreshed many times, logged out and in several times and no changed. I logged into my own Workforce and had no issues. What else can be done so my employee can view his paystubs? He seems to be the only one having this problem.

    5 replies

    M
    Maybelle_S
    February 9, 2021

    Glad to have you here in the Community, @HHSSam.

     

    The unusual behavior that your employee is experiencing right now is usually caused by the browser's cache. To clear this out, I suggest letting the employee perform a few basic troubleshooting steps.

     

    Let's open QuickBooks Workforce using an incognito or private browser to see if your employee can log in from there and view the paycheck. This mode will prevent browsing history from being stored.

     

    The following are the shortcut keys you can use:

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

    If this works, let's clear the cache and cookies of your browser. If not, you can use another supported browser. Possible that your current browser may have a temporary issue with QuickBooks.

     

    Take note that when logging in to workforce.intuit.com QuickBooks Workforce runs smoothly on the latest versions of Chrome, Firefox, and Safari (for Mac).

     

    Please check this article for more details about accessing paycheck using QuickBooks Workforce: QuickBooks Workforce: Access your paychecks and W-2’s online.

     

    Let me know if there's anything else I can do to help you succeed with QuickBooks.​​

    H
    HHSSamAuthor
    February 9, 2021

    We have tried 2 different computers and 2 different browsers and we get the same error. None of the other employees have issues accessing their pay stubs. What else can be done? 

    MaryLurleenM
    MaryLurleenM
    February 9, 2021

    Let's do this another troubleshooting, HHSSam.

     

    To help your employees view their paychecks, let's perform the following troubleshooting steps below:

    1. To start, you have to re-invite the employees. Before that, ensure your QuickBooks Desktop is updated to the latest release and have the latest payroll tax table.
    2. Once done, log in as an administrator.
    3. Then, go to the Employees menu.
    4. Select Manage Payroll Cloud Services. 
    5. Under QuickBooks Workforce, toggle the status to ON. 
    6. Choose Invite Employees.
    7. Pick the employees you need to give access to, then add their email addresses. 
    8. Hit Send Invite.

    Once done, proceed to the What's next section of this link: Set up QuickBooks Workforce for your QuickBooks Desktop. This includes steps on how your employees can access their W-2 by signing in with their Workforce account.

     

    Please tag me anytime for updates on how it goes. I'll be right here to assist you further.

      C
      cbarth1
      April 23, 2022

      I am also having this issue. I tried clearing my browsing data history. tried on safari, and google chrome in both regular and incognito tabs. no matter what i do i can’t get past the error message “we weren’t able to show your payroll info.” refreshing does not solve the issue either. tried on both mobile and desktop browsers. i need to access my paystubs. please help. it seems this problem has been going on for over two years

      MichelleBh
      MichelleBh
      April 23, 2022

      I won't rest until this is taken care of, @cbarth1. 

       

      I understand the importance of checking paychecks regularly. I can see the urgency of getting this resolved. I'll ensure that you can review your salary details at the soonest moment. 

       

      The troubleshooting steps you've performed are good actions to fix the error. I appreciate you for doing that. We have reported an issue about this. Our engineers are continuously working to have a permanent resolution.  Don't worry, we can try the workaround given by the engineering team. 

       

      To begin, let your employer modify it by following the steps below: 

       

      1. Go to https://accounts.intuit.com or click the Company name. 
      2. Tap Manage your Intuit Account and sign in using your existing credentials. 
      3. Choose the Sign In & Security tab on the left side. 
      4. Enter a unique name and email address. 
      5. Resend an invite and follow the onscreen instructions. 

       

      Once done, open the email and re-create another account using the new information. Check out this article: Set up your QuickBooks Workforce account.

       

      If the problem continues, I'd recommend letting your employer resend the invitation to a different email address (brand new).

       

      If the error persists, I'd advise chatting our QuickBooks Workforce support. They're going to add you to the affected users so that you'll be notified if there are any updates. They're available Monday through Friday from 6:00 AM to 6:00 PM PST.

       

      I'd also encourage you to visit these articles about changing QuickBooks credentials and other relevant matters. 

       

       

      If you ever find yourself in need of further assistance, do not hesitate to contact me. I'll do my best to give support and get you back on track. Take care, cbarth1.

      J
      JasonConnectionsShelter
      January 13, 2023

      I hope you are faring well as you approach two years without rest trying to resolve this issue that is still occurring. I hope you have better fixes than “dump your account credentials and start over” after all this time. I haven’t been able to see my payroll data for months due to this issue.

      R
      rilpow
      March 30, 2023

      One of my coworkers is having this same error message - "We weren't able to show your payroll info". We have refreshed multiple times, changed his password, used a different browser (Microsoft Edge and Google Chrome) and used three different computers to try to login. None of which brought success. I have also tried to follow the steps further up in this chain to speak with a human from the help section in the top right corner of the webpage WITH NO LUCK. It won't even let me begin to type a chat in the chat area. I have attached a picture of the grayed out chat box making it impossible to reach somebody even though I'm well within the open business hours. 

      Please Help. 

       

       

       

      1
      1madelineh
      April 5, 2023

      I have done a few of the initial trouble shooting things. I am no longer an employee at the previous workplace and the boss has stopped getting back to me. I need to access these paystubs as I do not feel that my taxes are correct. How do I go about doing this if I cannot get an invite? 

      F
      Fixthissh
      February 22, 2024

      I've been having the same problem for years and have to get emailed a copy of my paystubs. Is there any actual effort being made to fix this issue or not?

      M
      Maybelle_S
      February 22, 2024

      I want to ensure this is taken care of, Fixthissh.

       

      Upon checking here on my end, the paystub viewing issue in Workforce has been resolved. If you're still experiencing this problem, I recommend contacting our customer support team to open a ticket for further investigation.

       

      Here's how:

       

      1. Go to the (?) Help icon.
      2. Select Talk to a Human.
      3. Enter a short description of your concern.
      4. Click on I still need a human.
      5. Tap Contact Us to connect with our live support.
      6. Choose to Get a callback.

       

      To learn more about seeing paychecks in QBO, please visit this article: View your paychecks and W-2s in QuickBooks Workforce. It will provide you with steps on where you can change the email address as well as view their W-2s.

       

      You can read this link if you want to resend the invitation again to your employee: Invite your employees to QuickBooks Workforce to see pay stubs and W-2s.

       

      Let me know if you need more help with your payroll information. I'm always here to assist. Take care.

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