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KSwan
April 20, 2021
Question

Support

  • April 20, 2021
  • 4 replies
  • 31 views

I have chatted repeately for various payroll issues and have an average of 2-3 hours each time I try to fix a problem. What happened to the old way of talking to someone? I am close to leaving QB and would really like to know how to keep from wasting time.

4 replies

Ethel_AQuickBooks Team
QuickBooks Team
April 21, 2021

Thank you for reaching out to us, KSwan

 

This isn't the impression I'd like you to have. Let me share with you the steps on how to reach our support so you can be assisted further and in real-time.

 

You can contact us from M-F 6 AM to 6 PM PT

 

Here's how:

 

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter your concern, then select Continue.
  5. Choose a way to connect with us:
    • Post a question and get an answer from experts and other customers.
    • Start messaging with a support expert.
    • Get a callback from an expert (availability may be limited).

 

If you don’t see the option to contact us in the Help menu, check your display settings in QuickBooks Desktop.

 

 

Get back to me if you have any additional questions about reaching our support. I'm just a post away.

KSwanAuthor
April 21, 2021

I did all this. Repeatedly. There is no chat choice on my menu so I made the adjustments recommended. Still nothing. The chats are a waste of precious time when something needs to be done.

KSwanAuthor
April 21, 2021

There is no choice for chat on my menu.  I repeatdly did what it said to change display and still nothing. I also was to receive an email about an issue I am working on regarding a correction and have not. 

ZackE_Moderator
Moderator
April 21, 2021

Thanks for following up with the Community, KSwan. I appreciate you performing Ethel_A's troubleshooting steps.
 

I've reviewed our ongoing/solved investigations and can confirm there's currently no records of subscribers reporting that their Message Us option isn't showing up.

 

Since your preferred choice isn't displaying, I'd recommend contacting our Customer Care team outside of QuickBooks.
 

Here's how:

  1. Go to our Contact Us page.
  2. Choose QuickBooks Desktop.
  3. Use the Which edition? drop-down list to pick your version.
  4. Enter a description of what you need assistance with in the What's your question? We'll find you the right help. text box.
  5. Click Continue.
  6. Select Chat with us to initiate an instant messaging session. You can also request a phone call by selecting Have us call you.

 

Be sure to review their support hours so you'll know when agents are available. Once you're in touch with a representative, they'll be able to pull up your account in a secure environment, conduct further research, and create/add you to investigation tickets if necessary.
 

I'll be here to help if there's any additional questions. Have a fantastic day!

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