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Bela Jones
February 16, 2021
Question

We weren’t able to show your payroll info

  • February 16, 2021
  • 4 replies
  • 0 views

My employer invited me to create an account with Intuit, which I accepted and created. However I have never been able to view my paystub whenever I login. My employer and I once was able to contact an Intuit personnel and the person troubleshooted  and even ask my employer to update the program from the company’s part, ok all done. I logged in more than 15 times and still get the same message. Why is this, and is there anything that has to be done on Intuit end to resolve my issue? I need to access my account here. Please help me? I even tried the steps of logging in incognito and that too didn’t work for me. 

4 replies

Tori B
Tori B
February 16, 2021

Hey there, @Bela Jones. 

 

Thanks for reaching out to the Community for support. I appreciate all the details you've provided for your concern. 

 

This is a known issue, and our engineers are working diligently to get it resolved (Inv-50417). I recommend contacting our payroll support team so that you can be added to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below. 

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Hit Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us (Chat, Callback, Etc.).

Please let me know if you have further questions or concerns. I'm happy to lend a hand. Feel free to reach out to the Community at any time. Take care! 

M
MPhillippi
February 17, 2021

This is also happening to me.  I have been with my employer for over a month and have no access to my paystubs or information.  

T
tkurtz
August 7, 2021

I am not sure if this is a permanent fix yet, but we had this happen with one employee for the last few weeks. We revoked their online access in their settings, then resent them the activation link to reset their account info and it is now working.

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Blahh123
November 13, 2022

Do you know if this has been a sustainable fix? Been with my employer over a year, no problems until about a month ago & now i just get the “we aren’t able to show you your payroll information. Please refresh your page” …which never works lol. Tried some Reddit fixes that I can do on my own. 

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Rasa-LilaM
November 13, 2022

Thank you for bringing this to our attention, Blahh123.

 

Let's go through some troubleshooting steps to get past the error. I'm here to assist and guide you through the process.

 

To begin, log in to QuickBooks Workforce using a browser other than Internet Explorer (IE). It's not supported for viewing paystubs or W-2s.

 

Aside from that, double-check your name to ensure there are no special characters. Then, log in to QuickBooks Workforce using another device.

 

If you get the same result, change your username and create a new Intuit account for the same email address. Here's how:

 

  1. Go to https://accounts.intuit.com.
  2. Sign in using existing username and password
  3. Head to "username" area and click Edit.
  4. Change the username (it must not be a full email address).
  5. Open email invite.
  6. Create an account using the email address as username.

 

If the problem persists, notify your employer and request a new invitation to QuickBooks Workforce using a different email address. However, if none of these alternative solutions work, I recommend contacting our Payroll Support Team to sign up to the list of affected users (INV-44024). You'll be notified via email once there's progress on the investigation, including the permanent fix.

 

I've added some resources on how to manage your employees' pay stubs, enable email reminders for new pay stubs, and answer frequently asked questions about the feature:

 


If you need help with any payroll tasks, feel free to look through the Community guide. It includes answers and topics such as account management (for employees), processing tax payments, and filing tax forms, to name a few.

 

I appreciate your patience while working through this. Don't hesitate to visit the Community if you need further assistance while working in QuickBooks. I'll be glad to help you. Have a good one and stay safe.

F
fcbrofford
November 14, 2022

Was you ever able to get it fixed?

I'm trying to set up my payment info for my new job and cannot get it to allow me into the site. It keeps saying "we weren't able to show your payroll info"

I haven't been able to enter my back account or tax info into the system yet bc of this. I was able to set my husband's up no problem bit mine is nothing but problems. 

I need to be able to get paid, it's so frustrating

What did you finally end up doing?

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Parkerreed12
December 8, 2022

Yeah so frustrating looking at this thread from over a YEAR ago and seeing they still haven’t found any type of fix for it. So lazy. 

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    maheaaki
    August 30, 2023

    This solution probably won't apply to all situations, but for me, I was receiving the "we weren't able to show your payroll info" screen and it turns out that I was using the wrong email to sign in. Used the right one and boom, I can see my pay stub. The problem was that the notifications would go to my work email, but I had used my personal email to sign up for quickbooks through my company. Hope this helps!

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