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debbie73
May 5, 2020
Question

Advanced Payroll won't enable to use. I've tried all different browsers, cleared cookies. Chat to online they have progressed me to senior ? Anybody else had problems ?

  • May 5, 2020
  • 1 reply
  • 0 views
Original commenter did not share additional details

1 reply

MaryLandT
MaryLandT
May 5, 2020

Hello there, debbie73,

 

Great job for clearing the browser's cache and cookies. This will help isolate and fix unexpected behavior in the system.

 

On the other hand, when you say "Advanced Payroll won't enable to use.", are you getting an error? If so, I've received a report that some customers are getting "An error has occurred while processing this job" message in trying to create a pay run.

 

I recommend getting back in touch with your Payroll Support Team so they can add your account to the investigation (INV-45279). This way, you'll receive updates about it via email once resolved.

 

Here's how to contact them:

  1. Go to this link: https://help.quickbooks.intuit.com/en_GB/contact.
  2. Click Search for something else.
  3. Enter your concern in the Tell us more about your question box, then click Search.
  4. Select Start a Message.

If that's not the case, feel free to comment below and share more details. This way, I'll be able to get additional information for you so you can run payroll. Just tag my name and I'll get back to you.

 

Thank you and stay safe!

M
MichelleParfitt
July 4, 2021

This happened to me this week. Same message: An error has occurred while processing this job. What was the outcome back then? I am still unable to do my payroll or submit RTI to HMRC. 

R
Rasa-LilaM
July 4, 2021

Hi there, MichelleParfitt.


I recognize the importance of being able to use the payroll feature seamlessly. This can save time and ensures correct information on your employees’ paycheques.


We received reports from customers that they’re getting an error when running payroll (INV-60364). Our engineers are all hands on deck getting this feature working as soon as possible.


While we’re unable to provide any workarounds, I want to ensure you’re in the loop for the resolution status. I recommend you get in touch with our QBO Care Team to sign up to the list of affected users. Doing so ensures you’ll receive email updates.


To reach them:

 

  1. Go to the Help icon at the top to select the Contact Us link.
  2. This will open another window where you can enter the issue/topic.
  3. Once done, click on the Let’s talk button to view the support information.
  4. Choose how you want to contact our QBO Care Team: Start a chat or Get a callback.


I’m adding a link that contains topics to our self-help articles. These resources will guide you on how to perform payroll tasks: QuickBooks Online Advanced Payroll hub.


If you have other concerns regarding your payroll service or QuickBooks Online? I’m always ready to answer them for you. Have a great rest of the week.

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