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Using the call-back feature

Things to know...

  • if you are an Elite ProAdvisor, the call-back feature replaces full-slate, scheduled service appointments. You will still continue to receive expedited, priority service when you use our call-back service.
  • a direct phone number is required when using the call-back number. Numbers that make use of an extension are not supported at this time
  • the call-back feature is currently only available to online users. If you are a Desktop Pro, Premier, or Enterprise user who requires support. please contact us at 1-833-317-2226.

What is the call-back feature?

Call-back is a new feature that allows you to request a callback from Support instead of waiting on hold for an available agent.

How does call-back work?

Simply enter your contact information and a support agent contacts you directly via phone within a few minutes.

Why use call-back?

The goal of the call-back feature is to improve your customer experience when seeking support. It increases your productivity because instead of waiting on hold you can schedule a callback and work while you wait.

Who can use call-back?

  • QuickBooks Online for Accountants (QBOA) customers
  • QuickBooks Online (QBO) users

Note: the call-back feature is currently only available to online users. If you are a Desktop Pro, Premier, or Enterprise user who requires support, please contact us at 1-833-317-2226.

 

What is the "scheduled call-back" feature?

Platinum and Elite customers are now able to pre-schedule their appointments with the Accountant phone support team. Elite and Platinum customers should indicate who they are, what they are contacting the support team about (i.e.,their primary question), and the date and time they wish to be contacted.

How to request a call-back

Click the Help option in the top-right corner of your QuickBooks product.

Enter your issue in the search bar (for example, “update credit card”) and review the results.

If you don’t find a solution, select the Contact Us button:

callback_2.JPG

On the Ways we can Connect menu, select the Get a callback button.

The contact information window displays.

Enter your contact information and select the Call me button.

You’ll see confirmation of your request and the estimated time until a support agent calls you back:

callback_1.JPG

Select the Close this window button and wait for your call (closing the window will not lose you your spot).

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