Hello chenda.chant,
Knowing more about what task you're hoping to complete in QuickBooks Online will help with narrowing down why you're getting this message. Don't worry, I have an idea to get you started an am here to help.
As Fiat Lux hints at, this message might come up if you're trying to erase to start a QuickBooks Online account over that's older than 90 days old. Within the first 90 days of creating the account (which includes the trial period), you have the option to do what's called purging the account to restart from scratch. This is completed by taking the the part of the URL after the "app/" portion and changing it to purgcompany.
After the 90 days are up, the account locks and the way to start fresh is by creating a brand new account from our website, qbo.ca. There, you can select your plan and then click Already have an account? Sign In on the next page to use your same login details. This'll give you a brand new account starting from a trial or a discounted period. To make sure this goes smoothly, log out of your existing account first. The option to Sign out is through the small icon with a letter in it in the upper right.
If you not longer wish to have the original account, you can cancel it by following these steps: Cancel your QuickBooks Online subscription. Not sure how to get back to that original company from your new one? Check out these steps: How do I switch companies?
If you're doing something else and you're getting this error message, I recommend contacting the QuickBooks Online support team outside of the QuickBooks Community so we can securely take a look at your account info and gather information. Here's how to get in touch.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Support hours are from Monday to Friday between 9a.m. and 8 p.m. ET.
Wishing you the best!
