United States United Kingdom Australia Canada (English) Canada (French) France Singapore South Africa Global Ireland
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
ironsightmedia
Level 1
posted
‎October 19, 2019 08:39 AM
last updated ‎October 18, 2019 2:39 PM

Cannot update my subscription

I receive this notification upon login:

Your QuickBooks Essentials plan was canceled because we were unable to process your payment. Want to keep your pricing and reactivate your plan? Resubscribe by 11/5/2019

 

I click the link to resubscribe and i'm prompted to a blank white screen. I've spent 3+ hours speaking to support  throughout the week trying to get it figured out. Zero results. I was never allowed to speak with anyone beyond the initial customer service agent. I was told multiple times an investigation is underway and as soon as it's resolved I'll be contacted.  Haven't heard a peep. This problem has absolutely stumped the customer support agents to the point where they literally have nothing to say except "Sorry".  I know in my gut that the only fix is to start an entirely new account. Trouble is I have invoices out and a majority of my income is paid electronically through Quickbooks.

WTF! I simply want to resubscribe! That's it, nothing more.  

Reply
1 Comment 1
Rasa-LilaM
QuickBooks Team
QuickBooks Team
‎October 19, 2019 10:06 AM

Cannot update my subscription

Hi there, ironsightmedia.


Welcome to the Online Community. Let’s configure the pop-up window, so you can resubscribe to your account.


The steps differ depending on the browser you’re currently using. For Firefox, follow the steps below:

 

  1. In the upper right hand, click on the Three lines icon and select the Gear icon (Options) to open the browser’s setting.
  2. From there, tap the Privacy & Security menu on the left panel to access the Permissions section.
  3. Mark the box for Block pop-up windows or select the Exceptions button and add qbo.intuit.com as an exception.
  4. Choose Save Changes.
    popup.pngpopup.1.pngpopup.2.png

For other browsers, check out the article Why doesn't anything happen when I select a button or link and which one you're using. 

 

After updating the setup, log out and reopen Firefox. From there, sign in to your account and reactivate it.


If none of these steps work, I suggest contacting our QBO Care Team again. If there are other users experiencing the same problem, they can add your region to the list of affected areas.

 

  1. Go to Help at the top to open the Search window.
  2. Tap the Contact Us link to enter the issue/topic in the field box and then hit the Let’s talk button.
  3. In the Choose a way to connect with us section, pick how you want to reach our support team: Start a chat or Get a callback (M-F, 8:30 AM - 6:30 PM, AEDT).
  4. Provide this number for easy tracking: INV-36094.

Reach out to me whenever you have questions while working in QuickBooks. I’m here ready to happy to help you. Have a good one.

 

Reply