My QB payroll has been automatically changed from Basic to advanced without us requesting this. none of my previous balances for month 1 are on anyone else?

This is not the impression we want you to experience where your subscription will upgrade without your permission, @suzannesturrock.

When upgrading your Payroll plan to Advance, the primary admin/bill payer will need to contact us. We will send a declaration for the primary admin/bill payer to read and sign. Once the Declaration has been returned the migration can be requested. To learn more about QuickBooks Online Advanced Payroll, check out this article: Set up guide for QuickBooks Online Advanced Payroll. 

For sending payroll, my I know what specific error message you have encountered? This helps us check if there reported cases about that one. We can also perform some basic troubleshooting steps to isolate the issue. At times, the accumulated cache in your browser causes unusual behavior when using QBO payroll. Start by accessing your Online account in a private or incognito window. Just refer to the shortcut keys I've listed below:

• Ctrl + Shift + N for Google Chrome
• Ctrl + Shift + P for Firefox & Microsoft Edge
• Command + Shift + N for Safari

If you're able to connect without any issues, go back to your regular browser and then clear its cache and cookies to start over fresh. Alternatively, you can switch to other supported browsers.

If the problem persists, please give us a call. They'll pull up your account in a secure environment and help you with this one. Here's how:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select the Payroll button below.
4. Tap QuickBooks Standard Payroll Hub or QuickBooks Advanced Payroll Hub as required. The respective Self-help is displayed.
5. If you want to contact support directly, type ‘Chat’ in the ‘Type Something’ field and use Enter.
6. Hit Ask me a question, Ask the QuickBooks Community or Contact a human.
7. Select Live chat/Call me back.
8. Enter your question, then select Continue.
9. Choose a way to connect with us. 

Feel free to visit our Payroll page for more insights about managing your payroll transactions. 

The Community always has your back, and I'm just a post away should you ever need anything. Just leave a comment below and I'll get back to you. Have a great day ahead.

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