QBO
Dave needs to access his Quickbooks online account. He cannot remember his password and does not have access to his phone # or email for MFA authentication. What resource do we need to email to him?
What is___ Recover your Intuit account if you can't sign in?
Josue has a employee who has an alimony payment they need to make. He wants to know how to set this up in QB Payroll.
What is____
Input a garnishment deduction for employee.
Harry receives an email asking him to update account information for funds on hold. How can we guide him to finding the resolution?
What is check email, visit merchant center/resolution center for more details.
(We can also check IBoss)
True or False
Accountants are charged a monthly base servicing fee.
False-
Geofencing is a feature of____.
Quickbooks Elite
This report shows income and expenses.
What is Profit and Loss?
Saul needs to print a paycheck for a payroll that was already run, but he's not sure how to do that.
What is____
Go to Employee>Paycheck history>Click on stub>Reprint from there
Sonia calls in. She is trying to run a payment through QBO but it is not going through. When you check IBoss, she hasn't finished setting up her account. The kind of hold on Sonia's account would likely be---
What is Settlement Control
Accountants accounts come with free access to some online software. What is it equivalent to?
What is Quickbooks Online Advanced
Travis calls in. His employee Donna cannot sign in. She was able to sign in once initially. Her login information is unchanged from initial setup, as are the settings. What can we have Travis do to correct this issue?
Deleting the employee, re-add Donna, and insure she clicks the right options for permissions so that time can access the needed information.
(these include items such as location tracking)
Nate calls in. He is trying to reconcile for a client but the books will not balance. He says the starting balance is off, and they have reconciled before.
What is____
Reconciliation History
Alma calls in because she sees a payroll sync error that is preventing her from running payroll. It instructs her to call us to resolve the issue.
What is____
Orphan Transaction Tool
Josh calls in angry. We have $15,000 of his money! Where would we look to see what is going on?
What is____
IBOSS, look to see what kind of hold his account is on, if there is a case open. If not escalate one.
Melia calls in because her proadvisor points are reflecting wrong. She said they were reading higher last week, and called to check.
What is____
QBO Admin tool, proadvisor sync tool (takes 24 hours to finish).
An employee can be a part of how many groups?
What is one
Jacob calls in. He is trying to run a report but the numbers "Aren't pulling correctly". He is looking for guidance on getting the report to work as he intends. When you get on a screenshare with him, you see the report is indeed pulling up with missing information. The first step you should guide him through to resolve this issue is-
Taylor calls in. She would like to give a cash advance to one of her employees. What does the KB tell us to do in order to set this up, both to get the employee the cash advance and to repay it?
To give: The best option to give your employee an advance is to handwrite them a check. Or you can use a money app like Venmo or Zelle.
To pay back: Run your scheduled payroll with the advance payment or create an advance payment-only paycheck. Enter the amount for the cash advance as you run payroll.
Go to Payroll , then select Employees
Select your employee.
From Deductions & contributions, select Start or Edit.
Select + Add deduction/contribution.
From the dropdown menu, add the following:
Deduction/contribution type: Other taxable deductions
Type: Cash Advance Repayment
Description: Add a deduction name, such as Cash Advance Repayment.
Select Flat amount.
Enter the amount to deduct from your employee’s paycheck.
If you need to collect the advance over more than one paycheck, enter the total amount owed in the Annual maximum field.
When finished, select Save.
Jesus calls in. He says he sees a transaction of his is "Delayed". He asks what this means. You VCI 2 him, locate the transaction, and see that is indeed delayed, but there are no holds. It is batched to go out at the end of the week. How do you communicate this while still maintaining the verify, never supply principle?
What is:
"I have located that transaction, and you are correct that it has been delayed. However, there are no holds, so at this point it should process normally. If you don't receive the funds by Monday, call us.
Reetam calls in. He is an accountant, and was recently invited to a new clients firm as Primary Admin. However, now that he has accepted the invite, he can no longer access his accountant account. When he logs in, it takes him straight to the new clients account. It does not give him an option to switch firms. What is likely going on, and how can we fix it?
Accountant needs to add a separate user to transfer Primary Admin ownership to. He would then log in to the new account and accept the admin invite, then delete his original master admin access. With the new login he would invite his accountant account as a firm user. From there, he would now be able to access his account and see the new client listed.
Trey calls in because his employees are randomly getting clocked out a few hours after they clock in. They have QB Time Elite, his employees clock in at a kiosk but they also have QB Time on their phones and use that sometimes to clock in and out as well. Why could this be occurring?
What is_____
Geofencing enabled
(Employees phone ping carrier outside of geofencing location, thereby clocking them off)
Michelle calls in. she is trying to connect her Chase corporate bank account, but it keeps giving her an error (108). She has already done the basic UDAS troubleshooting. What else can we have her try?
What is copy the URL login for the bank page and put it in the search bar when going to find bank gateway connection.
(in general trying the different connection options).
Meckenzie calls in saying she received a tax notification from the IRS regarding taxes she did not pay. She is upset as she has autopay and file on, and feels these should have been paid by us.
What is.... Send the article for "Send in your payroll tax notice"
Buck calls in very escalated. He exclaims that he cannot get into his merchant account, and says he has evidence that someone has taken over his account.
What can we do to help Buck?
Level 2 VCI (MERCHANT CENTER), empathize with customer, gain information. Get on glance and have them try to log-in. Look for suspicious activity in IBOSS (like recent information change, large transactions, transactions not within business state, etc). If the account fits the criteria for ATO, continue with the following:
Collect the following information from your customer. You'll provide it to the Customer Account Protection (CAP) ATO Team:
Caller's first and last name (only the Primary Admin, Principal Officer, or Accountant can report fraudulent activity).
CAN (Desktop) or Realm/Company ID (Online).
SalesForce case number.
Brief description of the issue.
Warm transfer your customer to the CAP ATO team at QB Phn Payroll Pymts ATO Support. Their queue is open 6 AM to 6 PM (PST), Monday through Friday.
The CAP ATO team will take over your SalesForce case and complete their process.
If a customer calls in stating their account was compromised and they were locked out of their account, they'll need to reactivate their account.
Stevie the accountant calls in because she wants the billing for her client Sarah to be billed to herself, not to Sarah. What actions should be taken to resolve this?
What is___
Transfer client over to the firm for billing
(Smartlook>go to clients quickbooks from accountant view> view billing and subscription>click the button for transfer>select accountant>go into accountant view, change the client from client to firm billed.
Tony calls in because they have an employee that has been duplicated. There are two different email addresses, one on each. What can we do to fix this situation so that data is pulled in to QB Payroll correctly?
What is____
Merge Employee in Quickbooks Time Staff tool.