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JulieAnnJo
October 27, 2023
Question

Payroll Stub Benefit Line

  • October 27, 2023
  • 1 reply
  • 0 views

On our employees’ paystub under BENEFITS where it shows the employees Paid Time Off, it only shows either their PTO USED or their PTO AVAILABLE. It will not show both. For example, one of our employees has used 56 hours of PTO this year and their available balance is 24. On that employees’ paystub it shows: USED 0 and AVAILABLE 24. It should show USED 56 and AVAILABLE 24.

I have tried to fix it and when I make any changes within the employees profile it show the USED hours and 0 for the AVAILABLE balance. It just switches up. It’s always showing one column as 0 while giving the total under the other column. I appreciate your help. Thank you.

1 reply

DHeraV
DHeraV
October 27, 2023

Hello there, Julie. I appreciate you sharing details of the situation you're encountering.

 

I understand how this unusual behavior has affected your business tasks. Please be assured that I'm here to help you get past this Paid Time Off (PTO) not showing in your employees' paystubs in QuickBooks Online (QBO). 

 

To help identify the issue, I suggest using a private window, which doesn't save temporary files. Sometimes, QuickBooks can have poor configuration, leading to browser-related issues. Browsers utilize cache and cookies to load web pages faster on subsequent visits, but this can occasionally result in unexpected behavior that affects the views and performance of QBO.
 

To open an incognito window, you can use the following keyboard shortcuts:

 

  • Mozilla Firefox & Microsoft Edge: Press Ctrl + Shift + P
  • Google Chrome: Press Ctrl + Shift + N
  • Safari: Press Command + Shift + N

 

If the PTO field finally shows the correct used and available hours when using a private window, I suggest clearing your browser cache to refresh the system. If the issue persists, I recommend utilizing other supported browsers. This will help us determine if the problem is specific to your current browser.
 

Additionally, you may want to explore this article to learn about what you and your accountant need to do in QuickBooks to close out the previous year and prepare for the new one: Year-end guide for QuickBooks Online.
 

I would appreciate it if you could provide an update by leaving a comment below. I'll be sure to follow up and offer the necessary help.

J
JulieAnnJoAuthor
October 27, 2023

Hello,

Thanks for the advice. I opened a private window (the incognito window) and this did not make a difference. I am attaching a screenshot of what showed in the private window. I even checked in the settings to see if something in there needed to be changed but I did not find anything helpful there. Thank you.

 

 

JessT
JessT
October 27, 2023

Thank you for trying the suggestions of my colleague, Julie.

 

I suggest contacting our QBO Payroll Support team to investigate the inconsistency between the Used and Available balances. They are open on weekdays from 6 AM to 6 PM PT, and will assist you further with this issue.

 

  1. Go to Help (?).
  2. Select Contact Us.
  3. Enter your concern, then select Let's talk.
  4. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

 

Chat channels based on product:

 

 

If you have any other concerns about paystubs, please don't hesitate to go back to this thread.

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