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C
cbomek-artifexcu
June 13, 2023
Question

Cant process payroll for 3 weeks

  • June 13, 2023
  • 1 reply
  • 0 views
I have not been able to process payroll for 3 weeks because i am unable to "update my billing info". There has been no solution or timeline provided for what seems to be a simple glitch.

1 reply

J
JamesM4
June 13, 2023

Hi there, 

 

Welcome to the Community. I can see the importance of being able to run your payroll so your staff can get paid. Don't worry, I'll be happy to share key-points that'll help troubleshoot this issue so that you can have the resolution you need. 

 

I'd like to start off by troubleshooting this issue to determine if it's a browser-related issue. Clearing cache and cookies is a great way to clean your browser allowing it to work more efficiently. Here's an article that shows you how to do that: How to clear cache and cookies. If this doesn't work, I suggest using a private/incognito window to see if that works instead. 

 

While using a private/incognito browser window, I recommend checking to make sure you have an active QuickBooks payroll subscription from your Billing and Subscriptions tab under Account and Settings. You can access the Account and Settings menu by clicking on the Gear icon. From here try again with updating the payment method. In case this issue persists, I encourage you to contact our support team so they can assist you further with this. Here are our contact details: 

  • Schedule a Callback or start a Chat: click (?) in the upper right in QuickBooks Online > enter "Contact support" > choose Contact Us > provide a brief summary > select Let's Talk > choose Get a callback or Start a Chat.
  • Social Media: Facebook, Twitter, and Instagram.
  • Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

I'll be one message away in case you need further assistance.

C
cbomek-artifexcuAuthor
June 13, 2023

Thank you, but i have tried this many times. Have had about10 calls with the help line but i'm always told I will hear an update in the coming days. Was supposed to get a call from a supervisor as well but didn't. 

J
JamesM4
June 13, 2023

I see. Usually, when that happens, your account is added to an investigation that allows for our engineers to send you email updates about the issue. If you've done this already, I recommend waiting for a resolution, otherwise, if you'd like to escalate thus further, contacting our support team outside of the Community will be the way forward. In the meantime, feel free to ask other questions, I'm here to help steer you in the right direction. 

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