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M
MichelleParfitt
July 6, 2021
Question

Online Advance Payroll

  • July 6, 2021
  • 1 reply
  • 0 views

When I try to create a Payrun I keep getting 'An error has occurred while processing this job' I have tried contacting Quickbooks Support for help and an Investigation has been launched that was5 days ago, I have tried clearing cookies/cache and retrying but still no luck. I have not submitted my RTI to HMRC and am getting desperate for any help.

 

Has anyone else had this problem and how did you solve it?

1 reply

J
jamespaul
July 6, 2021

Hello, Michelle. 

 

I appreciate taking the time to contact our support, and do the basic troubleshooting steps to resolve the error. I'd like to share some updates about the pay run issue. 

 

I checked our systems regarding the error message, and our engineers are still working to fix it. 

 

In the meantime, you'll want to run your payroll outside QuickBooks. When the issue is fixed, you'll want to contact our support again so they can add the manual pay run to your records.

 

This ensures your taxes and RTI amounts are accurate and correct. 

 

You can also do follow-ups with our support regarding the issue. 

 

In case you don't have the phone number or chat link handy anymore, here's how you can contact our support: 

 

  1. Click the Help menu.
  2. In the chat box, type "Contact support."
  3. Select the Contact a human option.
  4. Click the Live Chat / Call me back link. 

 

If you need help managing your books while waiting for the fix, you can check the Banking topic. We have articles to help you manage and categorise your bank transactions, and guide you in the reconciliation process. 

 

We value your patience while we're working to get the pay run feature back to normal. If you have other concerns regarding your payroll, I'd be glad to help you out again. 

R
Raymond_Pottinger
January 10, 2022

It is now 6 months from the original post and I am now having the same issue trying to do a new payrun.

What was the outcome and the fix to this problem?

A
AileneA
January 10, 2022

Hello, Raymond_Pottinger. 

 

I've checked our records and found similar issue related to your concern. Rest assured, our software engineers are working hard to resolve this issue permanently.      

 

To be notified about the latest status of this matter, I recommend contacting our Customer Care Team. This way, you can receive an email once any updates on this issue are made available. 

 

Just a heads-up, we have limited staffing, our phone and chat support are open every Monday-Friday from 6:00 AM to 6:00 PM Pacific Time. Also, they're open between 6:00 AM to 3:00 PM Pacific Time on Saturdays. 

 

You can read through this article for more information about the different types of support we offer at Intuit and its availability: Support Hours And Types . 

 

You can go to our QBO Advanced Payroll hub for easy access to resources that helps you manage your payroll and reports in QuickBooks:  

 

Please know that I'm ready to assist further and answer any follow-up questions about payroll. Always keep safe!

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