Occasionally, you may get an error message saying:
Error Code: invalid_database
Message: The application has already been subscribed to by another user for this company
To resolve this, you need to do the following steps:
- Get the user that activated payroll to log into https://appcenter.intuit.com/home/myapps
- Ensure you've selected the correct company file and click on the "Manage my apps" tab
- Next to the "KeyPay" logo, click the "Disconnect" link
- Confirm that you want to "Disconnect"
- Once you have disconnected, close your browser down entirely and then log back into QuickBooks Online.
- Go to the employees tab and you should now be able to see the "Turn on Payroll" button which you can then click to re-activate your payroll
NOTE: This process will not cause you to lose any payroll data. It will simply allow you to refresh the connection to KeyPay.
If you have any feedback or questions please contact us via firstname.lastname@example.org