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Circlical
Level 2

Unable to upgrade my subscription

Hello QBO.  You guys have a bug on the platform that's being a pain.

 

1. I click the gear on the top

2. I click Accounts and Settings

3. On the left, I click "Billing & Subscription"

4. In my current plan "Square", I click "Upgrade your plan"

5. This happens.  Error message, and a ton of JS errors.

 

Have tried to talk to support via Chat, but they're just giving me these incredibly painful vanilla answers such as: "Have you tried in several browsers?" "Please open an incognito window", etc.  Seems there's no avenue to report bugs or downtime.

 

Have wasted 45+ minutes trying to report the problem, I give up - I'll drop it here for you guys.

 

Happens on all of Chrome, Firefox, Safari -- all latest versions, running on OSX Catalina (latest).  This also happens in your QBO Desktop tool.

Solved
Best answer July 28, 2020

Best Answers
Circlical
Level 2

Unable to upgrade my subscription

Hi Laura - listen, I'll close this thread as solved, and your responses are ultimately polite and very well written, but they are still missing the mark.

 

"We need to be able to describe to the engineering team what's been tried"

 

The failure in this statement, is that there's an interstitial being defended.  This veneer of a non-technical support agent.  Anyone who replies to an end-user that says "I have a stack trace for you & screenshot and your site is just breaking outright.  Where can I file a bug?" with "Can you please open an incognito window" will certainly not have the skillset to correctly communicate the problem.   I'm putting myself in the engineer's shoes...  One has no relevance to the other.

 

Sharing a stack trace over the phone is ultimately impossible.  Waiting for chat to do Intuit a favor is odd.  A good old email address that even pipes into a ticket, or just a plain old ticket form would work really well for this.  Take a look at how Atlassian are doing things, they've got it streamlined (some good lessons there).

 

 

View solution in original post

14 Comments 14
JamesM
QuickBooks Team

Unable to upgrade my subscription

Hi Circlical,

 

I can tell you've spent a lot of time trying to pass this feedback. Your time is valuable and it's vital you get the support you need in a timely manner. 

 

Dealing with script errors can get tedious and it's essential these errors get fixed. I'll make sure to pass your feedback to our engineers so they can address it ASAP. If you come across any script errors or if you just have feedback for our developers, feel free to send feedback by clicking the Gear icon and looking for Feedback. New product features and improvements are based on the feedback we get from users like you. 

 

In case you have other questions, feel free to leave a comment below. I'll be on standby. Otherwise, have a great rest of the week! 

Circlical
Level 2

Unable to upgrade my subscription

Hi James.

 

Thanks for your feedback.  Yes it was an incredibly frustrating experience - but not entirely because of the bug.  Listen, bugs happen - I have been a software architect for over 20 years now - I get it.  I think a solid CI/CD chain with a TDD approach would have spared you the current bug - but let me tell you where Intuit has truly failed with this one.

 

a. No clear place to report bugs.  As a SaaS company, this is an incredible failure

b. No "human" script to handle issues that aren't cookie cutter issues.  I talked to two agents, and they both immediately followed a script that assumed the problem was browser-side.  Asking me to open incognito windows, etc.

 

Let me share something else that you guys should improve, there's this awful loop/trap on your site with the way you guys have laid things out:

 

1. Visit https://www.intuit.com/ca/support/
2. Click Contact Quickbooks Support
3. Select Quickbooks Online
4. There is no "Report a bug" feature, so I click on "Search for Something Else". Truly, I just want the Forum URL at this point, I had given up with the chat agents.
5. I am forced to type something, so I type "Report a bug" and I click "search"
6. Finally, I can click the "Ask the community" button, which leads me to https://community.intuit.com/questions/new?sid=homepage&tags=harmony&from=product&product_id=1020 which reads "The Small Business Answers have moved!!!"

 

We're not done, if this wasn't ridiculous enough, it gets better!!!

 

7. I click on "Click here"
8. If I scroll to the big call to action, I'm taken right back to step 4!!

 

I'd strongly recommend hiring a UX/CX hybrid person to work on things like this - I'm certain I'm not the only one that's been prey to this.

 

Now, onto the meat and potatoes - screenshot attached for your dev team.

 

 

LauraAB
QuickBooks Team

Unable to upgrade my subscription

Hello Circlical,

 

Thanks for taking the time to go into detail with what's happening both with upgrading and with navigating reporting a bug. I'd like to do what I can to help clear up what's going on so you can upgrade your QuickBooks Online account if you'd still like to do so.

 

I hear what you're saying about how suggestions of browser troubleshooting can seem cookie cutter. The reason we go to these first is because with QuickBooks Online being a cloud software, cache, browser type, the app's edition, operating system, and even Internet connection can cause these kinds of issues. Often, things get back in working order with these troubleshooting steps, so it's something we like to take the opportunity to rule out right away. Even considering system requirements is useful for these situations. This article goes over those: System requirements for QuickBooks Online, Accountant, and QuickBooks Self-Employed

 

Once we've addressed each of those, we can then go into more in-depth troubleshooting, such as checking that there are no back-end account or system issues that might cause this kind of error. Gathering as many details as possible lets us know how to address the issue.

 

For instance, the error messages I see in your screenshot can help us narrow down what's causing the error. In fact, I'm seeing that other users in the US are reporting this same error with downgrading, so if it's happening on Canadian accounts as well when trying to change subscriptions, we'll want to address it with the Canadian team.

 

Finally, if needed, such as it seems with the error you have, we can escalate the issue to our engineers, outlining the troubleshooting that we've gone through so that they have a clearer sense of where to start with resolving the issue. Even when an issue is already on our radar, it's useful to contact support to have your account information added to the ticket. This not only alerts the team that you have the issue, but adds you to the email list for the issue to receive updates as they become available.

 

I see how this can seem like an involved process for reporting this kind of thing, but our goal is to cover all the bases. For that reason, I invite you to contact support again, whether it's chat, phone, or social media support. I'll include those contact details in just a moment.

 

I appreciate you sharing about the outdated link for the QuickBooks Community on our Contact Us page. I'm glad you were able to find Community in the meantime, and I've passed that information about the link on to that page manager so we can get that corrected.

 

I know you've already spent a lot of time on this, but I want to make sure it's addressed. Please don't hesitate to reach out to support again using one of the following options. If you contact via social media, you'll reach me and my team. Feel free to reference this post in your message to us.

 

Schedule a Callback or Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat

Social MediaFacebookTwitter, and Instagram

 

Let me know if there's anything else you'd like to go over. I'll keep an eye out for a message from you.

Circlical
Level 2

Unable to upgrade my subscription

You guys are being incredibly polite, but I assure you, you are going about this the wrong way.  Reading what you wrote, you are pigeonholing your users.

 

"I hear what you're saying about how suggestions of browser troubleshooting can seem cookie cutter. The reason we go to these first is because with QuickBooks Online being a cloud software, cache, browser type, the app's edition, operating system, and even Internet connection can cause these kinds of issues."

 

You are assuming that you don't have developers, bug hunters, or seasoned pros in your user-base that don't want to jump through hoops.  They just want to report an issue straight to the tech team.  Stonewalling us with a chat requirement, that in most cases puts us in front of an agent that has 1/1000th of our technical understanding automatically adds wait time.   Navigating the chat agent on top of the technical problem we are experiencing, when we just want to share a stack trace with you is incredibly harrowing.  I pushed through it, but you are likely losing quality tech problem reports from skilled users in your user base.

 

I won't belabor the matter, but please add a "report a bug" component somewhere that bypasses chat.  Every software has bugs, admitting it is the first step.

 

Now - contrary to what you wrote, there is no troubleshooting a 403 or a clear Javascript error.  The console tells the truth. Having an ear to the ground with the developers in your community is an absolutely critical element, and I just wanted to share that from this vantage point with my experience yesterday, it's a big blind spot for you guys right now.

 

LauraAB
QuickBooks Team

Unable to upgrade my subscription

Being a developer or having any sort of tech background yourself absolutely adds an extra layer of expertise when it comes to these issues, and I totally get what you're saying about having to go through these basics that you've probably already tried taking time away from your day. In these instances, you're welcome to let support know the steps you've already tried, as well as any other details you think are pertinent to the situation. The collection of those kinds of details is equally important to troubleshooting in these kinds of situations. Although you've shared them here, for account issues such as this, being able to log the information on your file is important, and Community being a public forum doesn't facilitate that. This is why I've also suggested to contact support again.

 

You're right that browser and Internet troubleshooting won't solve all issues. My aim with outlining that process was to give you a clearer sense of why support agents ask the questions they do and has you try various steps. We need to be able to describe to the engineering team what's been tried. Again, if you've already gone through troubleshooting yourself, you can share those details with us rather than having us walk you through them again.

 

Additionally, I'd like to highlight that there are more support options than chat. I know chat isn't for everyone, and there's also phone support if you'd prefer to speak with a tech support agent directly. Simply use the Schedule a callback option I included in my previous response and you'll reach someone to speak with.

 

I'll share your thoughts about a bug report option with my team, and you can also share that via the steps my colleague outlined in his original response to you. We value all feedback we receive and use it to enhance QuickBooks and its support options to keep things running smoothly.

Circlical
Level 2

Unable to upgrade my subscription

Hi Laura - listen, I'll close this thread as solved, and your responses are ultimately polite and very well written, but they are still missing the mark.

 

"We need to be able to describe to the engineering team what's been tried"

 

The failure in this statement, is that there's an interstitial being defended.  This veneer of a non-technical support agent.  Anyone who replies to an end-user that says "I have a stack trace for you & screenshot and your site is just breaking outright.  Where can I file a bug?" with "Can you please open an incognito window" will certainly not have the skillset to correctly communicate the problem.   I'm putting myself in the engineer's shoes...  One has no relevance to the other.

 

Sharing a stack trace over the phone is ultimately impossible.  Waiting for chat to do Intuit a favor is odd.  A good old email address that even pipes into a ticket, or just a plain old ticket form would work really well for this.  Take a look at how Atlassian are doing things, they've got it streamlined (some good lessons there).

 

 

Circlical
Level 2

Unable to upgrade my subscription

Just a heads up.  I checked today to see if it was working.  The error message has changed, but unfortunately it is still broken.  Here's the new output:

 

 

AddieC
QuickBooks Team

Unable to upgrade my subscription

Thanks for following up Circlical. If you're seeing a new error message, this may be something our tech support team should assess directly. If you ended up contacting support, I'd recommend reaching back out to them with these updates. They may be able to pass this off to the engineers for your case. 

Circlical
Level 2

Unable to upgrade my subscription

Yeah I tried unfortunately - got bumped between 3 chats this morning.  Is there an email I can use?  

AddieC
QuickBooks Team

Unable to upgrade my subscription

There's no direct email address for tech support, but you can always reach out to myself or the other members of the QuickBooks team from the Community via Facebook or Twitter. We're always here to help you as well. 

VEERTRADERSBIRUR
Level 1

Unable to upgrade my subscription

Same Issue I'm Getting

JamesM4
QuickBooks Team

Unable to upgrade my subscription

Hi there. Thanks for messaging us here. I'll be happy to assist you with getting back on track so you upgrade your subscription with ease. To make sure I'm on the same page as you, what troubleshooting have you done so far on your end? 

Jyoti John
Level 1

Unable to upgrade my subscription

Same issue what is the fix for this problem that never seem to end with your company! 

This is seriously hopeless, are your engineers not able to figure out and fix this issue for such a long time?

Henock K
QuickBooks Team

Unable to upgrade my subscription

Jyoti John, 

Thanks for joining this thread. Being able to upgrade your account is essential to use the program with its advantages. QuickBooks Online is a flexible program that simplifies the way you manage your books. I'd be glad to point you in the right direction to get the support you need with your subscription upgrade.

When this type of error occurs, our engineers create the ticket to resolve the issue. Once resolved, the ticket is closed. If you're having a problem upgrading your subscription and you have completed the browser troubleshooting steps, I'd recommend that you contact our customer support team. They can create a ticket to resolve this so you can get back doing what you love. Here are some options available to reach out to our team.
 

  • Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > 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: FacebookTwitter, and InstagramSupport hours are from Monday to Friday between 9 a.m. and 8 p.m. ET
     

Let me know if you have any questions, I'll be happy to help.
 
 

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