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Get your Payroll questions answered by a QuickBooks Product Manager here -
Level 1

I have a subscription but it won’t let me use it and I’m desperate to use it!

QuickBooks Team
QuickBooks Team

I have a subscription but it won’t let me use it and I’m desperate to use it!

This is not the impression we want you to experience, saphrox-icloud-c.


We can check the status of your subscription on the Account and Settings page. Let me show you how: 

  1. Sign in as a primary admin.
  2. Go to the Gear icon on the top menu. 
  3. Choose Account and Settings.
  4. Click Billing & Subscription.
  5. Review the information in each section. To view payment history: In the QuickBooks Online tile, select View payment history. Your billing history shows the last 6 months’ bills.

If the status is active, try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

  • For Google Chrome browser: Ctrl + Shift + N
  • For Mozilla Firefox browser: Ctrl + Shift + P
  • For Safari browser: Command + Option + P


Then, try running any transition or reports in QuickBooks Online (QBO). If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. Web-based platforms like QBO collect cache files (cookies) to save you time, but this can impact processes and cause them to not work. You can also use a supported, up-to-date browser to roll out the possibility of a browser-related issue.


If the problem persists, we recommend contacting our Customer Support Team. They'll pull up your account in a secure environment and help you with this one. You may send a message via chat or call us at a time convenient to you.


Feel free to visit our Account management page for more insights about running and managing your business in QuickBooks.


I'd like to know how you get on after trying the steps or after contacting support, as I want to ensure this is resolved for you. Feel free to reply to this post and I'll get back to you. Have a great weekend. 

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