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Doug Penner
January 7, 2022
Question

Payroll initial setup error- Investigation Inv-65246

  • January 7, 2022
  • 2 replies
  • 0 views

I migrated from QBDT 2022 to QBO in mid November, and have never been able to complete the payroll setup. In employees page, there is a green setup button at the top right. When i click that, i get a spinning wheel for a bit, then an error that says-

 

Sorry, we have encountered a problem!

Something went wrong. Please try again.

 

I have spent hours and hours with support, tried multiple browsers, multiple computers, incognito/ inprivate, etc. etc. Even a couple screenshares with no solutions.


On December 8 I got this email-

 

Dear Douglas Penner,

 

Good news, the investigation QBOP: Setup Error "Sorry, we have encountered a problem! Something went wrong. Please Try Again." Payroll is Active and Paid. has been resolved for QuickBooks Online Payroll. If you are still experiencing this unexpected behavior, we would ask you to reach out to your online support team for further assistance.

Thank you for being patient with us while we worked to resolve this issue for you!

This is in reference to support contact Case Number **********

 

However... the problem still exists same as before. I called support immediately to tell them that and they opened another investigation- Inv-65246. I have called many times since and the answer is always the same- in progress, I will escalate it to the back end team.

 

I could scream, cry, get violent, or all 3!

 

Any advice???

2 replies

Jen_D
Jen_D
January 8, 2022

Thanks for sharing all the information about the concern and your feedback about the support, Doug.


Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. It is our main goal to ensure all our customers concerns are addressed.

 

I've reviewed the investigation number, and at this time, it is still pending. Our engineers did not share the estimated turnaround time of the fix to be released.

 

Please know that this forum is designed to answer General QuickBooks concerns. Since your concern has been escalated, we really need to let you work with our customer/technical service people for updates. Also, if you were added to the notification list, you can get email updates from out team.

 

Only our technical support can view your previous contact history and check on the details of what you have talked about with the previous agents. Note that all calls are directed to the Tier 1 support, so once you get a hold of a live representative, you can request for a supervisor onset of the call.

 

They can look for a higher support to help you further with your technical concern. You can provide the case numbers of your previous calls to help them track the issue. Here's how to contact them: 

 

  1. Go to the (?) Help menu, then select the Search tab.
  2. At the bottom, select Contact us.
  3. Enter your concern in the What can we help you with? box.
  4. On the next screen, scroll down to the Choose a way to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.

 

 

We appreciate your continued patience while the resolution is still being worked on. Please come back here anytime for other program concerns. I'll be right here if you need other help.

D
Doug PennerAuthor
January 8, 2022

You are just like all the other QBO people I have talked to, absolutely no help at all.

"We appreciate your continued patience while the resolution is still being worked on"

Why do you people make comments like this? I have no patience left for you to appreciate!

I already talked to a supervisor which was no better than tier 1 support, they said there was no way of knowing how long it will take. I wish i could talk to someone with the actual authority and knowledge to answer some questions-

  • Will the problem ever get fixed? (it hasn't for almost 2 months now)
  • Will the solution to the problem be to start a new company file and I will have to enter all the data over again manually (on my time of course)  >:( If this is the case I may as well start now before entering any more data into a corrupt file!
  • Can i rest assured that even though i have been lied to about 'the  problem being fixed soon' a bunch of times already, it actually will get fixed soon? Clarification - my definition of soon is not 6 months!!!

It must be cool to be one of our engineers, since nobody can contact them they are never under any pressure, they can goof around on whatever it is they like to do and don't have to fix anything if they don't want to.

Very frustrating from this end of the stick!

T
Trish_T
January 12, 2022

Hi Doug Penner,

 

Thanks for reaching out here.  It's vital that you're able to access QuickBooks Online Payroll and pay your staff with confidence.  I'd be happy to point you in the right direction so you can get back to business as soon as possible. 

 

As mentioned above, I recommend contacting us so we can work with you in a private setting to ensure you reach your QuickBooks Payroll goals as soon as possible.  It would be our pleasure to work with you in real time without further delay.

 

Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit 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.

 

If you have any other questions, please don't hesitate to reach back out.  We'd be glad to assist!

E
Emily K1
February 2, 2022

Same problem with us as well - migrating from Desktop 2021 to QBO.  I thought it was ridiculous for QBO to suggest we need two 45 minute onboarding phonecalls to set up payroll alone, but I've set this up now for the earliest possible time.... which is nearly three weeks from now.  Unfortunately this means we have paid for a month of payroll which is more than useless since it seems that we will have to run it in a parallel system until (hopefully) it works in QBO.  This is incredibly frustrating since it looks like this has been a known issue for over two months.

Q
QLD
February 2, 2022

Hi Emily,

My experience with the on-boarding sessions, is that if you do not have your system setup yet, they do not want to talk to you.  Its not how to set up the system, its how to use a fully set up system.... Which seems pointless because there's normally bigger questions around how to set it up the most efficient way possible.

Good luck.

E
Emily K1
February 3, 2022

Thanks QLD,

We have already migrated our company over, and setting up payroll was just supposed to be the one button to finish off.  I'm worried that by the time this is resolved we will have been running for several weeks in two parallel systems.  Our chat with QBO yesterday indicated that the problem should be resolved "soon".

the longer it is not fixed, the more recovery work it will be after the fact.

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