I click on employees and it says something unexpected happened. i need to start a new pay run.

Hi there, geelongroofworks,

Let's open your QuickBooks in a private browser to isolate and fix the issue. It could be a browser-related issue. Browsing privately disables the cache from saving previously accessed data, and it's a good way to check unexpected error caused by a full cache.

That being said, you can use the following links below to delete recent page accessed depending on your browser:

• Firefox
• Google Chrome
• Safari for Mac
• Microsoft Edge
• QuickBooks App for Windows and Mac

If the same issue persists, you can clear Intuit-specific cookies. This helps refresh website preferences that might be causing unexpected behaviors in the system.

Google Chrome

1. Click the Menu: button, then go to Settings.
2. Hit Advanced, then select Site settings under Privacy and Security.
3. Select Cookies and site data.
4. Click See all cookies and site data.
5. Type “intuit” in the search bar to find Intuit cookies, click Remove.
6. Restart Google Chrome for the changes to take effect.

Mozilla Firefox

1. Go to Open menu ≡, then choose Preferences ⚙.
2. Select Privacy Security, then Manage Data under Cookies and Site Data.
3. Type “intuit” in the search bar, and select Enter to find Intuit cookies.
4. Click Remove All, then Save Changes.
5. Restart Mozilla Firefox for the changes to take effect.

Safari

1. Select Safari beside the apple icon to the top left, then Preferences.
2. Go to Privacy, then select Manage website data.
3. Type “intuit” in the search bar to find Intuit cookies.
4. Select Remove all, then choose Remove now.
5. Click Done.
6. Restart Safari for the changes to take effect.

If you're still unable to start a new pay run, I highly suggest contacting our QuickBooks Online Payroll Team. They can pull up your account in a secure environment and check if there's an issue with the app that helps run the payroll on your account.

Let me know if you need additional information concerning payroll. I'm always around to help you out.

Thank you and take care!