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Intuit Canada QuickBooks Desktop software support policies

SOLVEDby QuickBooks17Updated 1 month ago

At Intuit, we support you and your small business needs. Here is how we can help you get back to business.

Issues with free support for twelve months after you register your product

We offer free help for these issues for twelve months after you register your product. This is only for products we support. You can review our Service Discontinuation Policy for details.

Note: Any issue not listed in this section requires a support plan for live help.

Technical support guidance on:

  • Download QuickBooks Desktop or install from the CD.
  • Questions about your installation, as well as if you need to install again on one or more computers or if you need to install on a new computer. The computer must meet system requirements.
  • If you need to upgrade to the current version or latest release of your QuickBooks software.
  • If you need to connect QuickBooks Desktop Point of Sale with QuickBooks Financial Software for the first time.
  • If you need to set up a Multi-Store Exchange in QuickBooks Desktop Point of Sale Pro Multi-Store.
  • If you need to create a new company file or convert a company file from another version.
  • If you have questions around the initial setup of multiple users and multiple user networks. This includes installation, Windows firewall setup, and folder permission configuration.

Free help regardless of product

We can help you with these issues for free:

  • If you have problems when you register your product.
  • If you need help with administrator passwords, or if you lost your password or need to change or remove it.

Note: Some password issues may require escalation or internal repairs by Intuit. In these cases, the file must be in a product we support. There's no charge to help with the password issue, but you may have to purchase a product we support.

  • If you need help to upgrade to the current version or latest release of your product.
  • All issues for Intuit Education Program users.

Free help for products we support per our Service Discontinuation Policy

These issues are free for the products we support per our Service Discontinuation Policy:

  • Error messages or solutions that tell you to contact Technical Support.
  • All error messages that contain a 6XXX code.
  • There is a limit on third-party help for components you need to install or run QuickBooks.

Note: Some issues require technical help from an external, non-Intuit Windows expert or IT professional. We don't support these issues regardless of the product.

Support channels and hours of operation

ProductCommunityChatPhone
QuickBooks Desktop Pro and Premier24/7Mon-Fri: 8am-9pm ET
Sat: 9am-6pm ET
Sun: Closed
Mon-Fri: 9am-8pm ET
Weekend: Closed
QuickBooks Desktop Enterprise or ProAdvisors*24/7Mon-Fri: 8am-9pm ET
Sat: 9am-6pm ET
Sun: Closed
Mon-Fri: 9am-8pm ET
Weekend: Closed

*Includes customers using the Accountant version of Premier and Enterprise

Support Policy

Please note that the policy outlined below applies to:

  • QuickBooks Desktop Pro and Premier users only. Unlimited support for any issue is available to QuickBooks Desktop Enterprise users and ProAdvisors with a supported subscription.
  • Currently supported products only. Service Discontinuation Policy applies.

Paid Support

QuickBooks Desktop Pro and Premier customers are entitled to one 60-minute support session within 60 days of purchasing the software. Intuit reserves the right to limit the phone or chat conversation to one hour, one question, or one issue. For any other issues, we offer personalized assistance with the purchase of a support plan.

Please note the following paid support plans are available to QuickBooks Desktop Pro and Premier customers only. They require the purchase of a base product and cannot be purchased as a standalone offering:

  • Monthly support plans starting at $35/month

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