Hello there, @oldworldfoods.
I can see the need to get this issue sorted out, so your employees can access to Workforce. Let me share some insights on how to resolve this.
Here are the three possible factors why your employees can't see the email invitation:
- The emails were moved to your employees' Junk or Spam folder.
- Their email addresses were incorrectly entered.
- Their browsers' stored cache is full.
To start, let your employees open their emails and check their Spam or Junk folder from there. This way, they can locate your Workforce invitations.
Then, make sure their email address is correct. If you use QuickBooks Online and your employee has access, make sure your employee uses a different email for Workforce than the one they use to sign in to QuickBooks Online.
Once done, try resending the invitation again. For more information, check out this article: Invite Employees To See Paystubs And W-2s Online. Just go to the "I sent the invite to my employee but they didn’t see it. What should I do?" section under Get answers to common questions.
If you're using QuickBooks Online, let's have your employees open their emails via an incognito window. It doesn't store data in the cache, so it's a great way to isolate browser-related issues. Here are the keyboard shortcuts:
- Google Chrome: CTRL + Shift + N
- Safari: Command + Shift + N
- Mozilla Firefox or Microsoft Edge: CTRL + Shift + P
If the employees received your reactivation emails, let them clear their regular browser's cache. Doing so will help them remove their junk files, so they'll function efficiently. Otherwise, have them use a different browser to help them get the most secure experience with the program.
However, if the issue persists after trying the troubleshooting steps above, I'd suggest contacting our Customer Support Team. They can create a case/ticket ID associated with your account to be submitted to our engineers for further investigation about this sudden behavior. Just follow the steps on this article on how to reach them: Contact QuickBooks products and services Support.
You can count on me if there's anything else you need. Just let me know by leaving a comment below. Take care!
