Intuit Account Support

Anonymous · ‎November 01, 2021

I feel like I have wasted the last two days. I am starting my first business and am stunned by the (lack of) customer care and support from Intuit so far. I have tested a number of accounting software platforms and settled on Quickbooks online. I want to move forward with this service. But today has been nothing short of a waste of time - for both myself and the people I have spoken to. I am writing this now because I'm tired of the re-directed calls, the livechats where I'm told to go to another team. I just want someone to help get my account sorted, so that I can pay Intuit for Quickbooks online.

I have one Intuit account (based in Ireland). In error, I have managed to add the Quickbooks Accountant service to my Intuit account (this appears to be a US service). That has also added ProConnect. Another US based service. So now, alongside the Accountant package, I have my Quickbooks online account which has ended its trial.

Over the weekend, I made a payment to switch into the paid tier for this Quickbooks online service. The payment is still pending with my bank, waiting on Intuit. As a result I now cannot use the Quickbooks Online service. I don't want these US services, but there is no way I can cancel them. I just want to go back to my core package for Quickbooks online. I have been on countless liveChat sessions today, bouncing between US and UK teams. I was even told to call the Ireland Sales line, which I did. If you call it, the call is hardly ever picked up. When it is, I can hear others talking in the background - no one is there to talking to me!

I cannot cancel the packages myself. Today I even got through to the GDPR team, having jointly agreed that maybe the best approach is to cancel everything through requesting a right to be forgotten and having my data deleted. But that process doesn't work because (a) I have to cancel my subscriptions first - which I cannot, and I have to speak to my ProConnect Account manager who (b) I have no idea who/where they are, or how to contact them. Without these, I cannot delete my account to be able to start again.

I'm writing this not asking for help from the community. But I'm asking for someone in Intuit to take ownership of this and help me put this straight so I can pay you the subscription fee and get my business going.

Please, Please help.

Chris

DivinaMercy_N · ‎November 01, 2021

I hear your sentiments, @Anonymous. I've come to give you steps on how you can cancel your QuickBooks Online (QBO) subscription.

In QBO, the process of canceling your account depends on where you signed up for your subscription. If you signed up using a mobile app store, you'll have to cancel through the app store. If your account was purchased online, directly from Intuit, here are the steps you can perform to cancel it:

Sign in to your QBO account as an admin user.
Next, click the Gear icon and select Account and settings.
Then, go to the Billing & Subscription tab.
From the QuickBooks section, select Cancel subscription or Cancel online.
Then, follow the onscreen steps.

To get more information about the cancellation process, feel free to open this article: Cancel your QuickBooks Online subscription or trial.

Once done, you can go to this link to select the correct QBO version you'll need: Choose your country.

You can also go to the Manage your Intuit Account settings to check the products and billings associated with your Intuit Account. Here's how:

Sign in to your QBO account.
Click the Sign-out icon (the blue circle contains the first letter of your account name).
Next, select Manage your Intuit Account.
Then, go to the Products & billing tab to check your Intuit products.

If the steps above don't work for you, I highly recommend reaching out again to our Customer Care team. I know that you've already contacted them, however, they are the ones who can securely pull up your account which we can't do here in the Community for security and privacy issue. They have the specific tools to check what's preventing you to cancel your subscription and can address your concern about this one at a time.

QBO also has video tutorials that can help you optimize your navigation. To start browsing, feel free to visit this link: Learn about QuickBooks Online with how-to videos. This includes videos under several categories such as basic set up, managing expenses, projects, etc.

Feel free to post here again if you have any other QBO concerns. I'd be happy to assist you more. Take care.

Anonymous · ‎November 02, 2021

Thank you - but see below.

I have followed the steps you outline (thank you), and below is what I get. Am I correct in assuming that to cancel, I have to pay money, to be able to see the cancel button?! Given the support experience so far, I'm highly doubtful of any chance to get a refund.

This is crazy. I want to delete my account. If I read right, to do this I have to pay a subscription fee. I am entitled to the right to be forgotten under GDPR, and Intuit is unable to execute on this request.

Ashleigh1 · ‎November 02, 2021

Hello Jih-chrisjcbt, thanks for reaching our to us so we can see there is no active accounts showing under your email address, if you want to remove yourself fully then you would need to get in contact with the GDPR team on 0808 129 5096.

Anonymous · ‎November 02, 2021

I have done that, and been advised to follow the self service approach for right to be forgotten. I have initiated the deletion process, which triggers emails telling me to cancel my subscriptions first - until which time the deletion process cannot commence.

I cannot do this as (a) you correctly point out that I have no active subscriptions, and my only option is to pay money to activate a subscription, enabling me to cancel it. And (b) two of the subscriptions are there in error, in particular ProConnect tells me to speak to my Account Manager to be able to delete that subscription. I have no idea who that is, where they are, or how to contact them.

So I'm asking under GDPR to have my data deleted, and your processes are stopping me from having this actioned.

GeorgiaC · ‎November 03, 2021

Hi Chris, we appreciate you have already been in contact with several of our support teams regarding this, however, we'd be grateful if you could reach out to us by private message on Facebook/Twitter (@QuickBooksUK) so that we take some account-specific info to transfer you directly through to our US advisors who can help with closing the ProConnect account. They'll then be able to transfer you back through to ourselves so we can ensure you only have access to your main QBO subscription. :folded_hands:

Topics

Training

Community

Resources

Intuit Account Support