I have a new subscription - Method of payment is direct debit. Is there a timeframe after purchase where some if not all functions are unavailable?

Hello user20482,

Welcome to the QuickBooks family and congratulations on your new subscription! I love that you're committed to making the bookkeeping process for your business an easy one with QuickBooks Online. I want to go over a few things with you to ensure that you're able to make the most of the program.

You mentioned that you're using the option to pay for your subscription using direct debit. It's important to note that the first month of a subscription must be paid using a credit card. If you set up your account using direct debit as the primary payment method, you may be experiencing issues as a result of that. Once you subscribe using a credit card, you can change the payment method to direct debit for the second month of billing so that you're able to use that option from now on.

There isn't a time frame or period of time after subscribing where you would experience less features or decreased functionality with our products. I noticed that you made another post, and it looks like you were on a trial prior to subscribing to this new account. You may have subscribed to a version of QuickBooks with less features than the version that you had a trial of. If you navigate to the Plans & Pricing page of our website you'll be able to compare the three versions of QuickBooks Online and see which features are offered in which version. If you accidentally subscribed to a version with less features than what you need, you can always Upgrade your QuickBooks Online subscription.

If you'd like to expand on the functions that you're unable to access, I'd be happy to take a deeper look into this issue for you so you can get back to business as usual. Have a great day.

Hi Rebecca , thank you so much for your response. 

However, now I'm super confused. I've just spent 2 hours on the phone with Tech Support - my question to them was could it be that the payment option selected was bank account and not CC. They said no - On their end it wasn't showing that I had payroll selected and even after they did whatever they were doing on that end to add it , I was still denied access on my end. 

Jane said that it has been escalated and that I should be receiving an email when they have things fixed on that end. 

Hence my confusion - you're saying that I was supposed to pay by CC the first time? So are you saying that if I go back in and change to CC payment it will be ok ? 

Thanks for getting back to me @user20482. I've responded to your other thread but it may be easier to keep things to one thread from now on in order to avoid confusion. If you've had a chance to try the browser troubleshooting that I suggest in my other reply, you can keep me posted in this thread if you prefer. 

Since you've been speaking with an agent on the phone, I don't want to confirm that option I provided will resolve the issue. A phone agent will have had the ability to work with you in real-time and collect sensitive account details in order to assess the situation. If your agent has escalated the issue, it's possible that there's something deeper going on that I can't get a full picture of with the detail provided here in the Community. 

There's no harm in changing the payment method within your settings though, just to see if there's any change. If there is, then you'll have determined the root of the issue. If not, you know that your issue is being looked after by the right teams, since your agent escalated it. 

Feel free to update me here if you have further questions or concerns. I'm here to help.

Thanks Rebecca ! I tried to change the payment option and I'm getting the following error message 

Unable to update your company information. Please sign out and try again later. If the issue persists, please contact support.

So it looks like I need to just sit and wait for what ever is wrong to be resolved on the other end. 

Thank you again for responding so quickly. 

Very much appreciated!

Have a great day !

Rosie

From your response to the other thread @user20482, it sounds like the agent you spoke with was thorough in their troubleshooting approach. I think what you've mentioned here is the best course of action - waiting to see what comes from the escalation. As I said, it's possible that your agent has noticed something that I'm unable to observe from here in the Community, and I'm confident that they'll have directed the concerns to the appropriate team for resolution. Our customer support experts are all fantastic and share my goal of getting you back to doing what you love without interruption as soon as possible.

Please know that you can come back to the Community regarding this issue or other QuickBooks-related questions or concerns you have at any time. I'm here to support you!