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Get your Payroll questions answered by a QuickBooks Product Manager here -
Level 1
221 REPLIES 221
QuickBooks Team

Hello ginny3,


Is there anything we can help you with here regarding using QuickBooks Online?


If you wish to raise a formal complaint I can send an email and escalate this to the relevant department, please let me know if you wish to proceed this way.



Level 1

Yes, I want to make a formal complaint please as the Live Chat and Phone teams are both unable to help me. They say it is outside their scope and I understand this. It is not their fault. The department I need help from is the Intuit IT security.


I am unable to get emails accepted by Intuit from my work email domain and the support personnel say that this means that it is my email system that prevents my domain from sending to them. I have checked with my IT provider and they say there is no restriction on sending to [email address removed]. They say that it is Intuit that is blocking emails from me.  They say that the message headers prove that the "issue" is at the recipient end.

Kind regards Ginny Russell

Level 1

I just started working for a company that uses QuickBooks Desktop Pro 2018. Of course, if you want help from customer service, you have to be an authorized user. My boss, who purchased the product, got on the phone with customer service and instructed them to speak with me. They said that we would have to complete a change form that they were sending us as well as a request for:

• Articles of Incorporation.

• Articles of Organization

• Corporation Bylaws.

• Shareholder Agreement.

• Your current photo ID such as a state issued ID, driver license or passport.

• Proof that you're paying for subscription, such as a bank statement that shows the subscription payments, the account number and your name

When they sent us an email, the change form was not attached. All we wanted to do was to allow me to be an authorized user on the account. Why did they need all the company information again? THEY ARE CLUELESS!!!!! In addition to that, I have wasted countless hours with them on the phone trying to explain the whole situation AND I STILL DON'T HAVE MY QB PROBLEM SOLVED!!!!!

QuickBooks Team

Hi there, CCL27.


We will help you to be added to your client's account as an authorised user. However, the owner has to make the call because they are the primary contact of the account. They will only need to send a scanned copy of the proof that they are the owner. They can send it to us based on the instructions that will be provided by our Support. A dedicated team will check the request and apply changes to it.


The information that was originally asked from you was quite a lot. We only need one or two of those.


Please have the owner call us back at their most convenient time, so the Support team can take care of this as soon as possible.


If there's anything you need, please don't hesitate to go back to this thread.

Level 2

If anyone finds an answer, please let me know.  I haven't been able to sync my bank to quick books for almost 2 months and I am just fobbed off all the time by customer support, who in fairness do try their best but they do not any authority, nor can they contact any other department.  There is no official way to complain and i am sure this must be against the law.  As a paying customer there must be some way to address disgraceful shoddy service, but apparently not with QB and this is just totally acceptable.

Any suggestions?;;''

QuickBooks Team

Hello 193514732411109


To make a formal complaint it would be in writing to us or through a manager on the phone by calling 08082345337. If you want to make a formal complaint we can arrange this in writing today,if you would like us to do that just reply back here.


We would like to look into your banking issue if you could advise what bank and what error you get.



Frank Garcia State Farm
Level 1

I am very upset.  On Saturday I called your company and was not able to talk to Someone.  I used the chat feature and wait for someone and I got no response.  I waited 15 min. Today I tried calling only to be told that someone will call me back in 120 minutes.


whats going on ? Are you broke ? You expect me to wait 2 hours.  As a small business owner I can’t wait that long.  Your Serices are not free either.  Is this what I’m paying for ?



work [removed]

cell [removed]

QuickBooks Team

I appreciate you reaching out to our phone and chat support for assistance, @Frank Garcia State Farm.


We’re receiving high call/chat volume due to tax season, so hold times may be increased. Now that you’re in the Community, I’ll do everything that I can to help you with your concern.


Please know that we've removed your contact details for security reasons. We discouraged posting personal information since this is a public forum.


Many users come here to ask general questions about navigating and working with the program. If the issue isn’t billing or account-related, comment down below so I can give answers and resources to help fix the problem.


I'd love to hear from you. Hit the Reply button to add a response. Take care!

Level 1

My suggestion is to switch to Xero. Switch your clients to Xero!


I totally hear you. I'm a Quickbooks ProAdvisor. Laughable. A client brought me a file on a thumbdrive. I spent the whole day and two 45 minute sessions on tech support after which they told me they couldn't help me. The file's not corrupted or anything. 

Coastal Home Photography
Level 1

I need that email address please. I have been trying to contact support now for two days, was told that only the business owner could speak to a supervisor, and I had 3 chats pending for over an hour, put in a request for a phone call, they call me to tell me sorry we missed you, we won't call back. I have screenshots of the rude "customer service" rep from yesterday and screenshots from my BUSINESS OWNER trying to reach them many times today to be ignored.


We don't want you to have this kind of experience with our support, Coastal Home Photography.


Rest assured, I'll walk you through the steps so you can directly contact our Phone Support team.  Let's make sure that your name is listed as one of the contact list on the company file so you can request for a supervisory call.


You can contact them from Mondays to Fridays every 6:00 AM to 6:00 PM PST. Then, 6:00 AM to 3:00 PM every Saturdays.

If you're using the Advanced version of QuickBooks, you can contact them any time and any day.


Here's how to contact our support:


  1. Click the ? Help icon, and then Contact Us.
  2. Enter Talk to a supervisor as your keyword.
  3. Click Let's talk.
  4. In the What can we help you with? field, select Get a callback.
  5. Enter your information to successfully get a call from us.


With regards to the email address, we're unable to provide one. This is to prevent any important information from fraudulent activities since Community is a public forum.


Don't hesitate to tag my name if anything arises. I'll get back to you the soonest.

Level 1

I would also like to know how to submit a complaint, and not just to QuickBooks.  We received an email notifying us that a change was made to our payroll account and that if we didn't make this change to contact you immediately.  We can't reply to the email, nobody ever answered our call and after waiting long enough past the indicated time frame on your "chat" forum, we were never able to talk to anyone.  Now a 40 cent verification withdrawal has been made from our account, we don't who did it or where it has gone to and we want to report QB for not handling this in a more efficient manner.  If you email a client with a matter of importance such as this, YOU MAKE YOUR EMAILS AVAILABLE TO BE REPLIED TO!  This is not just a one time problem.  You clearly have the ability to send emails but you don't provide an email that a client could communicate with you through.  There have been numerous times I have tried to chat...5 minute wait times are NEVER 5 minutes; phone calls are never answered in under 15 minutes or longer and that's after having to search your number because you don't make it available within your program.  I'm tired of this.  For they money we pay for this program and the fact that you raised your prices, I don't have time for it and we will be looking for a new program to use.  

QuickBooks Team

Anyone in your situation would feel that way, @rightpathorganic.


Since we don't have email support, you can contact our customer care team through chat or call only. They will create a ticket for the issues you’re having.


Yet, for issues that involve any disclosure of personal account information. We’re unable to pull up your account here in the Community space for the security of your account.


You can get a call back from our live support here’s how:

  1. Go to the Help icon, and then Contact Us.
  2. Type in your concern in the What can we help you with? field,
  3. Click the Let's talk button.
  4. In the Choose a way to connect with us section, select to Get a callback.
  5. Enter your information to successfully get a call from us.


As mention above, our customer support hours are Mondays to Fridays every 6:00 AM to 6:00 PM PST. Then, 6:00 AM to 3:00 PM every Saturday. For the Advanced version of QuickBooks, you can contact them any time and any day.

 You are always welcome to post in the Community for further help. We're glad to assist you.


Level 1

I would suggest t hat you stop using QB in any capacity and start monitoring everything on your own.


They do not reply  via a person and keep you in a circular pattern until you crash.


Won't refund when they do not perform.


My experience has been incredulous!!!!

Chris stubbs
Level 1

Why can I not connect to my bank account impossible to upgrade useless app is a waste of money if I can not use your service why should I pay £16 a month ,frustrated, surprised and about to cancel this waste of hard earned money


We don't want you to feel this inconvenience, @Chris stubbs.


I want you to know that helping you is our priority. Now that you're here in the Community, I'll do everything I can to help.


To start with, may I know what are the steps you've taken saying that you're unable to connect your bank account, have you receive an error message?


But there are times that your browser is full of frequently-accessed page resources, thus causing websites, like QuickBooks Online (QBO), to act weirdly. Let's consider logging into your QBO account using a private browser so we can isolate this issue. To do so:

  • Google Chrome: Ctrl Shift N
  • Internet Explorer and Mozilla Firefox: Ctrl Shift P
  • Safari: Command Option P

If this works, you can clear your regular browser's cache so the system can start fresh. But if you get the same results while using a private browser, use a different browser instead.


I've also included this helpful article in case you need some ideas about managing your account and transactions: QBO Self-help.


Feel free to visit us again, if you have any other questions with QuickBooks. Always here to help.

Level 2

File suit in small claims court. 


Every time I try to get online help, they say"do you want an accountant". They are trying to upscale you. 






Unfortunately maybe they are going out of business.

Level 2

I believe that they just want you to pay for the accounting services. 



Level 2

WOW!!! NOBODY , NOBODY, NOBDY is available to help! Then "John " the supervisor is just there to be an irritation. TOO BAD THAT QUICKBOOKS, has become bottom a bottom feeder. Too bad, they act like a company the is GOING OUT OF BUSINESS. BE CAREFUL AND DONT BUY THEIR PRODUCT....



Level 2



I'm preparing a small claims suit now. This is just bullying...


They have totally messed up my account and then they say, " its noting they can do". I directed them to the error and asked how to fix it...WHAT...


Sue them fools...they act like they are going out of it now.


Level 2

I was on the phone trying to get hold of merchant services for 1 hour and 20 minutes. chat support shows up after 30 minutes and cant help. mainline support also cants get hold of go payments. we will shift to PayPal, stipe or Zoho books for payments. 

Level 2

I was on the phone trying to get hold of merchant services for 1 hour and 20 minutes. chat support shows up after 30 minutes and cant help. mainline support also cants get hold of go payments. we will shift to PayPal, stipe or Zoho books for payments. 

Level 1

I have contacted quickbooks multiple times to cancel my account. they put me on hold waiting for a manager for an hour and still no response. the first week there was some account software issue and support couldn;t fix it. You haven't been able to connect my bank account yet. Please register this compailnt and cancel my account

eMagine Solutions
Level 3

Quickbook support is the worse I have experienced with any of our software suppliers.  They only do email support in the UAE, no phone, no shared screen.  The situation we had is they deny receiving your emails and automatically shut your ticket.  We are now going to a new supplier as the most basic thing cannot be resolved and I have not experienced support this bad ever.