Can you please help us delete the unfinalised payrun for week ending 06-April 2023? As we cannot delete in on our end.

Hi accountmanager-f, 

Thanks for posting in the Community! We haven't received reports from other users encountering such behavior in QuickBooks Online. Your browser's cache might be causing the issue where you're unable to delete an unfinalised pay run. A typical browser uses a cache of memory to work efficiently and load pages faster, but as data collects it can cause unexpected results.

Let's begin the troubleshooting by logging into a private browser. They don't pull information from their cache of memory, instead loading pages using fresh data (making it the best place to start troubleshooting).

The steps vary per browser used:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P 
• Internet Explorer: press Ctrl + Shift + P 
• Safari: press Command + Shift + N

If the private browsing session works fine, you'll need to go back to your regular browser and clear its cache by following the steps in this article: Clear cache and cookies to fix issues when using QuickBooks Online. 

If you're still unable to delete a pay run, please don't hesitate to reach out our Customer Support Team to verify and further check your account. 

Feel free to post again if you have any other questions, we're here to help you. Have a great day! 

This morning, I have encountered exact same issue. PayRun froze and afterwards I cannot delete or update it. Once you click on it, payrun gets stuck in calc again.

I have seen same question posted earlier with exact same answer that it is something to do with your browser or cache etc.

Hi ZZia,

Thanks for joining the thread. If you're unable to delete or update a pay run after clearing your browser's cache, using a different browser and signing out/in is still not working, kindly contact our Support Team. That way we'll be able to further investigate on the issue you're having with pay run. 

Feel free to post again if you have any other questions, we're here yo help you. 

Issue resolved!

It could be your system, it could be browser. I cleared cache and browsing history already before sending last message. Either I did not close browser and signed in again or it took a little while for QBO system to run the calcs on payrun.

Whatever the issue is, clearing cache/browsing history did resolve the frozen payrun eventually. Thanks

Awesome! Happy to hear that this has been sorted out. Appreciate it for performing the suggested browser troubleshooting steps. 

Feel free to post again if you have any other questions, we're here to help.