Why when I set up a pension it says pension not assessed!

Hi there, @kim126.

I'll explain to you some knowledge and troubleshooting steps about setting up a pension in Quickbooks Online. 

To avoid error in setting up a pension, make sure that your pension scheme meets the auto-enrolment requirements. Also, you'll need to choose a scheme at least 6 months before your staging date. To check the requirements, please visit the Pensions Regulator website. 

Once confirmed, and still getting the error, I'd recommend doing the following troubleshooting to get rid of the error. Seldom, a browser full of cache and temp files can cause unexpected behaviors. With this, let's log in to your QBO account via incognito to isolate the problem. 

Here are the shortcut keys: 

• Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)
• Ctrl + Shift + P (Microsoft Edge)

Once you've logged in, re-setup the pension to review if it's now performing properly. For detailed instructions, check out these articles below depending on how you set up the pension. 

• Manually set up a workplace pension scheme in QuickBooks Online Advanced Payroll
• Workplace pensions in QuickBooks Online Standard Payroll

If that works, please clear the cache of your usual browser. Using other supported browsers is a surpassing choice too. 

If you're still getting the same results, I recommend contacting our Technical Support Team for further investigation. They're also able to pull up your account and check the root cause of the concern. 

You can follow the steps below on how to contact them depending on which option you see on your end. 

Option 1: 

1. Go to the Help menu, then choose Contact Us. 
2. Type your concern in the description field and hit Let's talk. 
3. Choose either Get a call or Start a chat.

      4. Complete the required information, then submit the request.  

Option 2: 

1. Click the Help tab located on the upper right side. 
2. Type Talk to a human in the search box. 
3. Hit the Live chat link. 
4. Follow the 2-4 steps above to finish the request.

Our Support Team is open from M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. Please contact them within business hours to ensure we cater to your concern quickly. 

For additional reference, I've attached some articles you can use to learn more about the pension setup:

• Pension Sync Errors in QuickBooks Online Advanced Payroll
• Setting up pay run inclusions in QuickBooks Online Advanced Payroll
•  Advanced Payroll Hub
• Standard Payroll Hub

Let me know if you have other questions by leaving a message below. I'm glad to help. Keep safe!