Delete an unused wholesale client's QBO subscription

SheilaMcC · ‎November 11, 2022

I have been using QB Desktop & QBO for some years. As many know, Intuit are closing the desktop software thus forcing us onto QBO (or other). Their "export your company File to QBO" in desktop failed back around June/July 2022. Previous to that I was able to transfer a couple of clients successfully with around 4-5 years worth of data. Unfortunately, before I realised that Intuit had problems, I opened a new account for one client under my QBO Wholesale account. It has sat there "empty" since early August with Intuit charging me for the subscription. That is the background of my problem.

I have tried a couple of times to a) delete the company and b) receive a promised refund. The client is vastly unhappy that the new way of transferring across from desktop to online will only take two previous years free of charge and then charge ridiculous amounts for each additional year. They are also going to retire. I am still using desktop for their accounts.

When I finally found the place where I could delete a company online I go the message "You can't delete a client who made you their Primary Admin. To delete them, change your admin level". Well, I am the only user on the account so I am stuck what to do.

Then the link to obtain a refund will only let you claim for a full invoice, not for an individual client so that won't work either.

Sorry that this is long winded, but if anyone had any clues I would really appreciate it. I did call their support centre.

Sheila

Ashleigh1 · ‎November 11, 2022

Hello SheilaMcC, thanks for coming back to us , If you click on Accountant-billed subscriptions where it is including the one you want to delete. On right where it says ACTION if you click on transfer billing to client this will stop the payments for that account.

View solution in original post

GeorgiaC · ‎November 11, 2022

Hi Sheila, thanks for your detailed post and support of our Desktop product throughout those years. Please submit the refund request for the full invoice and enter the Company ID or business name of the client in QuickBooks in the description field, along with details of the request so that this can be reviewed by our billing team. Are you receiving this message when removing the client from your billing plan (by navigating to the Cog in your QBOA account > subscriptions and billing > client-billed subscriptions > select the action drop-down beside client > transfer billing to client)? :)

SheilaMcC · ‎November 11, 2022

Hi

If I follow your path given, I can only see under Client two names - "parent" and "my company name (being my company name)" If, instead, I click on Accountant-billed subscriptions" my clients are listed here, including the one I want to delete. To the right it says ACTION but I can only transfer billing to client or Upgrade, Downgrade, Cancel under Subscription actions.

If I go back to my clients (the first page after logging in) and click on the name of the client which I want to delete, it takes me to another page where near the top right it says Edit client with a drop down arrow. If I click this the options are Make inactive and Delete permanently. I click the latter and get the message as stated (you can't delete a client...... etc etc).

I will look at the refund later, but the link given which takes me to the form to fill in then gives me only the option to put in the billing invoice number, and when I do that it just lumps all the clients into one amount. I need to separate this so that I can request just one client subscription.

Thanks

Ashleigh1 · ‎November 11, 2022

Hello SheilaMcC, thanks for coming back to us , If you click on Accountant-billed subscriptions where it is including the one you want to delete. On right where it says ACTION if you click on transfer billing to client this will stop the payments for that account.

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Delete an unused wholesale client's QBO subscription