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kheppe
October 14, 2023
Question

Employees cannot submit time both on app and website, some cannot open app at all, going on week #2

  • October 14, 2023
  • 2 replies
  • 0 views

I have contacted support several times this past week, and the only answer I have been getting is - "we are aware of the issue. Our engineers are working on it. Try again later."

 

Suddenly, our employees could not create time entries because the labor types disappeared from the drop-down menu, and they could not continue without putting something in that field. This was a problem online and on the app. They told me they were working on it and couldn't give me an ETA. We changed the field so that it wasn't mandatory, allowing them to make their time entry. Then, a couple of hours later, some of them couldn't sync their time and submit their timesheet, or they couldn't log in to their account, and some apps wouldn't open at all. We did all the troubleshooting requested of us: removed the app, updated the app, updated the iOS, rebooted the phone, signed out and signed back in etc. It has only gotten worse. 

 

Is anyone else experiencing these issues? Does anyone at Intuit have any information about the problem and when we can expect the app to work again? The labor type fields to work again? This is causing severe productivity, payroll issues, and incomplete billing details for our customers. 

2 replies

G
GlinetteC
October 14, 2023

I know the importance of submitting time entries and understand any inconvenience this issue may have caused, kheppe.

 

Rest assured, I'm here to assist you in directing you to the available support that can further look into this problem.

 

Although you have already attempted troubleshooting steps to address this issue, the problem persists. In this case, I recommend contacting our customer care support again. They have the necessary tools to access your account and provide further assistance in identifying the underlying cause of this matter. 

 

Here's how:

 

  1. Go to the Help menu at the upper right.
  2. Select the Search tab.
  3. Press Contact Us at the bottom part. 
  4. Enter your concern in the What can we help you with? box.
  5. Click Continue.
  6. Select Chat with us or Have us call you.

 

In addition, you can take advantage of the payroll reporting functionalities in QuickBooks. These reports empower you to handle payroll taxes and conveniently track employee expenses.

 

If you require further assistance managing employees' entries or related matters, reply to this thread. I am here to support you at any time.

K
kheppe1
October 16, 2023

The amount of time I have had to spend on this, especially off hours and weekends, has been ridiculous. Every day there is a new problem, for instance, today schedules aren't loading. We shouldn't have to reset the app everyday, even multiple times of day in hopes of it loading properly. All the employees are field guys and I can only help them remotely which makes it even more difficult. All I can get every time I contact support is "we are working on it"

 

So no, this problem is not resolved and that's not acceptable. 

M
mroland28
October 26, 2023

We are having a similar issue. All but one of our employees can no longer utilize the weekly timesheet feature. They log in and when clicking on the button, it goes nowhere. They are able to use the 'Single Activity' entry feature, but they would have to enter time for a single project at a time which is a pain for us.  I have admin rights and use the Online shortcut program and I can access the weekly timesheets, but all but one of our other users who have only timesheet access cannot. 

K
Kevin_C
October 26, 2023

I understand that this issue is urgent and requires immediate resolution, mroland28. Let me share further details about this.

 

Currently, we have an ongoing investigation about being unable to enter the weekly timesheet because the button is unresponsive, the same as what you're experiencing in QuickBooks Online (QBO). Rest assured, our dedicated team of product engineers is working to address this issue as quickly as possible.

 

For now, we encourage you to contact our Customer Care Team to get you in the loop on the latest updates on the issue. This way, you'll receive email updates on the investigation's status and be notified once it's resolved. Here's how:

 

  1. Log in to your QBO account.
  2. Click the ? Help button at the top right corner.
  3. Go to the Search tab, then select Contact Us.
  4. Enter a brief discussion with your concern, then click Continue.
  5. Choose a way to connect with us.

 

Please review our support hours to ensure we can address your concerns promptly.

 

Furthermore, you can track and record single-time activity timesheets in QBO if you need to enter a single day or event at a time for your employees.

 

We appreciate your patience while we’re working to fix this. I'm only a post away if you need further assistance managing your weekly timesheets. It's my pleasure to help.

K
kheppe1
October 26, 2023

I did just that this morning and what did he tell me when I said I really didn’t want to delete the app because I didn’t want to lose my data? That I’m just employee, talk to your employer. There are no escalation options. 

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