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I'm new to QuickBooks and already frustrated with the platform. 1. I'm trying to add payment and all I get is: "We can't approve your Payments application right now. You can apply again in the future." The reason why I was about to leave WaveApps was to use QuickBooks to collect payments in USD and other currencies for my international clients. So, how can I get this set up? What's the problem with my account? 2. In their support, it uses the phrase "Get a call back" but it's greyed out / unclickable / does nothing. I would love to get a call back when an agent is working again. However, if that's not a real feature, perhaps the HEADLINE should be changed to "CALL US WHEN WE'RE AVAILABLE" 3. Why isn't there an email / ticketing system? Its awkward and weird venting out like this to the general public, but right now, it seems I'm out of choices...
Welcome to QuickBooks! I can appreciate how what you've described here wouldn't have you starting off on the right foot, and I'm happy to go over each of these concerns with you so that you have the information you need about QuickBooks Payments, our callback feature, and how to get in touch with support.
I'll start with QuickBooks Payments. This add-on service is a great feature that benefits many business owners as it allows for easy payment of QuickBooks Online invoices via credit card, as you know. The application process is fairly simple, although there are some instances where you might get a message that the application cannot be approved at this time.
To learn more about that, you can connect with our Payments support team, who will then get you to the Payments Operational Support department that handles these applications. Given the sensitive nature of applications, this is done via phone support to ensure that your private details are secure. I'll highlight the contact details at the end of this response.
That being said, I'd like to take a moment to touch on what you've mentioned about collecting payments in foreign currencies. QuickBooks Payments Canada currently accepts payments in CAD currency and cannot be used with foreign currency transactions. The option only appears for customers you have set up with CAD in QuickBooks Online and Payments processes CAD currency Visa, Mastercard, and Discover cards. I recommend reviewing the following pages to get a full sense of how this feature works.
Given that the Payments service only works with CAD currency, I encourage you to explore other options for your foreign currency customers. There may even be a third-party service that connects with QuickBooks Online using an app to via the Apps tab. When that's possible, it gives you the opportunity to work with that other service while still filtering the data into QuickBooks Online to manage your books.
Now I'd like to touch on the callback feature. This feature is absolutely an option for QuickBooks Online and one that many customers love as it gets them a spot in our phone queue without having to wait on hold. I see you made this post in the early hours of the morning, which would explain why the option was greyed out since our queues are open from Monday to Friday between 9 a.m. and 8 p.m. ET.
I can see how it would be beneficial for it to indicate that the option isn't available during off hours rather than simply being greyed out. I encourage you to submit feedback about that following these steps: How do I submit feedback? In the meantime, the feature is activated when the queues are open, so you should be able to use it now.
As for other contact options, there are a few ways to get in touch with QuickBooks Online support: phone, chat, and social media. Each of these areas supports during the timeframe I mentioned in the last paragraph, and you can reach out during those times. If you reach out to social media support during the off hours, our team gets back to you as soon as we're in next to make sure that you have the answers you're looking for. Here are those options outlined.
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.
I hope that's helped shed some light on what happened and what your options are. Reach out to support as soon as you have a moment to learn about your payments application and have any other questions you have answers. I'm also around should you need anything else. Take care!