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robinimpey67-gma
Level 1

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

 
5 Comments 5
JamesM
QuickBooks Team

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

Hello robinimpey67-gma,

 

Getting a blank screen when trying to reach out to support can be a time-consuming but don't worry, I'll help you get the support you need so you can enjoy the amazing features offered in the program.

 

Based on what you've described, I recommend using a private/incognito window. If that works, I suggest clearing cache and cookies on your regular browser.  Using this method helps refresh your browser allowing it to function efficiently and free from errors. Here's an article which shows you how to: Clear Cache and Cookies. 

 

I recommend giving this a try and in case you get stuck, don't hesitate to reach back in the comments below. I'm here to help steer you in the right direction. 

robinimpey67-gma
Level 1

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

@JamesM Had cleared cache and cookies, restarted, tried on my iPad, no luck. Tried clearing the cache and restarting again, but I just get a blank screen, pic attached. If I try to use chat after hours the message saying that it is not available pops up no problem.  Used to work for me, not sure what has changed. :-/

PatriciaT
QuickBooks Team

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

Hi robinimpey67-gma,

 

I appreciate you going over these steps. I want to make sure you're able to access the chat platform, and I'd recommend navigating in a private/incognito window or using a different browser compatible with QuickBooks Online. You can find the list of supported browsers here: System requirements for QuickBooks Online, Accountant, and QuickBooks Self-Employed

 

Give it a try and let me know how it goes.

 

For other available options to reach out to support, here are the steps to follow.

 

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. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.
Social MediaFacebookTwitter, and Instagram.

 

I hope this helps! Have a good one.

 

 

jrpfrye
Level 1

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

YESSSS thank you, sending "Contact Support" to the chat did the trick. thank you so so so much!

LauraAB
QuickBooks Team

Why do I get a blank chat window after I fill in my name and click "Start a Message"?

That's awesome to hear, jrpfrye! Thanks for letting us know you were able to get in touch with the chat option. Wishing you the best. :)

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