Good morning, @martens2003mcd. Thank you for coming to the Community with your issue. I'm happy to look into this with you.

At times when there's a longer wait time than usual, the chatbot tries to suggest articles or ask probing questions while you wait. This is to help the support agent once you're connected. I completely understand that your time is valuable though, so I'm committed to helping you as much as I can here.

The first thing I'd like to know is if your QuickBooks Time account is connected to QuickBooks Online or Desktop? If it is, are you adding the employee in those products and then syncing them over to QB Time? 

Let's also have you check for any other profiles of that employee that may exist or one that has the same email. Maybe a vendor profile or a duplicate profile. That can prevent the new profile from syncing over.

And lastly, any screenshots or error messages you're getting are a huge help as well.

Thank you for your time and I look forward to hearing back from you!