I'm having the same issue the payroll will not upgrade. I was on the phone with tec support for over 1 hour and did not get anywhere.  Tec Support finally said that it was because on an internal problem my subscription was temporarily cancelled and then renewed again and that I needed to get a new subscription number. She placed me on hold and then just dropped the call. So square one still... very frustrating want to file my 941 form soon.