Question

Why can't I add a new time tracking user. When trying to add a new time tracking user (selecting a vendor from the drop down list), it won't allow me to save.

Forum|Forum|7 years ago
January 18, 2019
5 replies
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Original commenter did not share additional details

QuickBooks Online

J

Joyce_P

Hi there, clong1.

Let's try a few troubleshooting steps to check if this is a cache related-issue.

Use the private window to check if you can save time tracking user.
If you can, go back to the main browser and clear the cache.
If you're still experiencing the same issue, try using different browsers such as Mozilla Firefox, Google Chrome or Internet Explorer.

Let me know if it works.

C

clong1Author

Thank you. I tired all that. It still didn't work?

S

sjohn1

I can't believe this is an issue again. I spent months early last year unable to add time tracking users, and once again am unable to do so. It is frustrating and a drain on a company's time and resources. What makes this issue so much worse is the fact that Intuit doesn't seem to take the problem seriously and continues to raise their prices for cloud software that doesn't work properly or consistently.

Honestly, what does "Error, Please try again? An unexpected error ocurred. Please try after some time." even mean? When will this issue be resolved? Hearing over and over again that the engineers are "working on it" isn't helpful in the least.

A

Anonymous

Thanks for the time you've given checking this with us today, @sjohn1,

I completely understand where you're coming from, and I can see the inconvenience this has caused your business. I'm here to share some updates about the issue you're getting when adding a time tracking user.

This problem is something our engineers are working on up to this moment. They found out that inviting a user that is already listed as an employee and has transactions in QuickBooks generates the error message. They are closely investigating the glitch to roll out a fix as soon as possible.

If you're not yet added to the notification loop, I'd recommend getting in touch with our Support Team so they can add you to the investigation ticket number INV-28913. Here's how to contact us:

Click the (?) Help menu at the top right section of your QBO Dashboard.
Tap the Contact us button.

While there isn't a workaround for this yet, rest assured I'll keep you posted on whatever updates we get from our engineers.

That should do it. I appreciate your patience while we continue to work on this. If you have any questions besides the ongoing issue you're getting, please feel free to let me know by adding a comment below. I'm here for you.

S

sjohn1

I have already been in touch with support via chat and the representative I spoke with seemed to know nothing about why the error was occurring. The two users I was trying to add were new employees with absolutely no transactions in their record at all (as I attempted to add them as time tracking users immediately after adding them to the employee file) - so if the investigation is only looking into employees that have previous transactions, it needs to be expanded to all employees your customers are attempting to add as time tracking users. Thank you for following up and I do hope to see this issue resolved permanently in the near future.

A

Annoyed2020

A Year and a half later, and this issue is still not resolved. WOW

Rubielyn_J

Hi there, @Annoyed2020.

The investigation number 28913 is already closed.

In the meantime, you can add a new time tracking users with a different email address or names used in QBO for the EE or vendor. You can edit your email at accounts.intuit.com.

It would be a great help if you can add some details on the error you're getting when trying to add a new time tracking user. This way I can provide you some more steps to fix your issue.

You can also read this reference about payroll in QuickBooks Online: Manage your Payroll in QBO.

Leave a comment below if you need further assistance. I'm always here to help. Stay safe.

A

Annoyed2020

This is the error: Vendors with 1099 tracking turned on can’t be added as time tracking users at this time.

The workaround of using a different email for them is stupid because they only have one company email.. Like most people..

H

hdickens

Hello,

I am not sure if this issue has in fact been resolved in QuickBooks, as I too am a small business who's trying to enable time tracking for one of my contractors without success. This is incredibly frustrating, please help resolve this issue. I don't think asking my contractor to open a new email account is a suitable workaround.

I am receiving this message:

Vendors with 1099 tracking turned on can’t be added as time tracking users at this time.

You can add them as a new vendor with a different email address, or enter timesheets for them.

Thank you,

Heather

JenoP

Hi there, hdickens.

Is the contractor also added as a time-tracking only user in Quickbooks Online? According to the investigation, a time-tracking only type of user can't also be added as 1099 Vendor using the same User ID (Auth ID), or vice versa.

This is because Intuit Accounts were built in such a way that it does not allow the same User ID to login to two different features that were built on the same platform. Since Quickbooks Online, Workforce, Time Tracking, etc. are all built on the platform (using the same Realm ID of the company), the login system doesn't allow the same username to have access to each of these separate features.

This is also the reason why it was suggested to let your vendor use a different email address as a workaround. You'll also want to let the time-tracking only profile change the email address by deleting the user and add it back again with the new user type.

Let me know if you need anything else. We're always here to help.

H

hdickens

Hi Jeno!

Ah okay, I can understand the problem now; though as a user experience designer, I think this seems like something that should get resolved somehow!

I did manage to get my 1099 enabled contractor added with the same email by changing the name I used from her display name to her full legal name (which is on her W-9). Not sure how that worked, since I still used the same email address in both places. She has managed to log in and fill out her W-9 and direct deposit details as well as your time tracking platform where she has successfully entered time.

Maybe this workaround will help others! :)

Thank you!

Heather

C

cmjesquire

I am having a similar problem. Yesterday 4/28/21, I tried added a new employee as a time tracker. He received the email invitation to set up his log in credentials and set them up. After doing that he tried to log in to QBO but keeps getting an error message - "There's a problem on our end, but we're on it."

I have tried deleting him and re-adding him several times to no avail.

I have tried deleting him as an employee and user and then re-adding as an employer and then a user several times to no avail.

The new employee has cleared cache and tried different browsers and he continues to get the same error message.

Yesterday I was passed to 4 different customer service people at Intuit by phone with wait/hold times from 30 to 60 minutes and no one could tell me how to fix this so my new employee can track his time.

Any other ideas on how to get this working?????????

katherinejoyceO

Thanks for sharing your experience while using our time tracking feature, @cmjesquire. I appreciate you for trying all the possible troubleshooting steps to make this work.

I have here some information that your employee needs to do before they can start tracking time.

After inviting him to QuickBooks Time, ensure the following:

Be on the lookout for a text message with the invite.
Accept the invite.
Create a user ID and password (if they haven’t already).
Download the QuickBooks Time app

For additional insights, check out this article: Set up your employees to track time with QuickBooks Time.

For future reference, read through this article to help you learn about tracking and managing time in QuickBooks.

Feel free to message again if you have additional concerns. We're always delighted to serve you well.

C

cmjesquire

For clarification, we are using QuickbooksOnlinePlus -- not the regular Quickbooks. So when I add the employee as a user, he receives an email invitation to create user credentials. He does not receive a text message to set up an app. This doesn't have anything to do with Quickbooks Time. It deals with QuickbooksOnlinePlus. He is also a salaried employee but needs to keep time so we can bill clients for his hours. He's not an hourly employee.

Furthermore, I don't see an option anywhere on the employee's pay screen that allows me to invite him to use Quickbooks Time. It does not exist even though the link you provided says there should be an option to invite him to use Quickbooks Time.

Any other suggestions????????

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