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Community Contributor *

quickbooks live chat support not working

I have been unable to use the quickbooks livechat support for over 1 month now.

I have explained the issue to them over the phone and also tried contacting them via twitter, but not getting anywhere.

There is a stupidly short text limit on the issue description text area, which is too short to actually describe your issue. And when submitting the form, nothing happens, just a blank page.

I have tested on multiple browsers and tried incognito mode.

 

Here is a video showing the issue.

https://drive.google.com/file/d/1pt-dgoXP_Qrp_PZYVROoMqXk6iRh0Tya/view

 

7 REPLIES 7
QuickBooks Team

Re: quickbooks live chat support not working

Hi there, @Captain-Obvious

 

I appreciate you for sharing your quick screen recording with us. The text area is designed to be limited just enough for you to provide a brief description of your concern to save your time. This way, you can explain more once you have our live agent on the line to answer your questions.

 

Ideally, you will see a blank page while submitting the form. Just give it a few moments as we connect you to get a live agent to join the conversation. Then, a small chat box with an agent's name will appear shortly. It should look like this in the picture below: 

 

screenshots.PNG

If nothing happens still, possibly the chat business hours are off when you tried contacting us. We are only available on weekdays from 8:00 am - 8:00 pm GMT.

 

You can also browse useful topics in our Community Help article to get answers to your product-related questions.

 

Feel free to message us again if you have more questions. We're always delighted to help. 


 
 

Community Contributor *

Re: quickbooks live chat support not working

As I stated in the very first sentence, this has been broken for over 1 month.

If it connected to an agent after a moment, then I obviously would not be posting this would I.

It does not connect to an agent, ever, no matter how long I leave the window open.

 

weekdays from 8:00 am - 8:00 pm GMT is EXACTLY when I have been using it. I have tried it at many different times during the day.

So if it is not working because the chat busines hours are off, then they have been off permanently for the last month.

 

 

QuickBooks Team

Re: quickbooks live chat support not working

Hi @Captain-Obvious,

 

Thank you for your prompt reply, as well as providing us more details on your current situation.

 

Let's go through a few steps to get this working.

  1. Try your browser's private window to see if that works you.
    • Google Chrome: Ctrl + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Internet Explorer: Ctrl + Shift + P
    • Safari: Command + Shift + N
  2. If it works, clear your browser's cache.
  3. You can also try a different browser to see if it works.

You also have the option to get a callback from a support representative. You'll need to select Get a callback, then someone from our Technical Support team will call you back.

 

You can also refer to this article: QuickBooks Online learning guide. It has the steps for you to contact our Technical Support team, as well as other helpful links like tutorials and webinars.

 

Do you have any other questions in mind? Feel free to post them below, and I'll be sure to get back to you.

Community Contributor *

Re: quickbooks live chat support not working

Please refer to my original post

https://nimb.ws/ZHnJfF

 

Anonymous
Not applicable

Re: quickbooks live chat support not working

Hi there, @Captain-Obvious,

 

I know that having to go through multiple troubleshooting steps or contacting support and not having any of them work can be a real pain when you have more important things to be doing.

 

If you keep getting an unresponsive behavior when starting a chat to our Customer Service Team, it's possible that your pop-up blocker is turned on. Let's configure the web browser's settings to allow pop-up windows in QuickBooks. Perform the steps below

 

  1. Open Internet Explorer and select the Tools button.
  2. From there, select Internet options.
  3. On the Privacy tab, under Pop-up Blocker, select or clear the Turn on Pop-up Blocker check box, and then select OK
  • For Safari
  1. From the Safari menu, choose Preferences.
  2. Click the Security tab.
  3. Ensure the Block pop-up windows option is not checked. Unchecking this option will allow pop-ups.
  4. To block pop-ups once again, check the Block pop-up windows checkbox.

 

You can also try initiating the chat through the QBO test drive. You may visit this link: https://qbo.intuit.com/redir/testdrive

 

Please stay in touch and let me know the result once you've tried the steps. I'll be waiting on standby for your reply, Captain-Obvious.

Community Contributor *

Re: quickbooks live chat support not working

Lets try a bit of basic common sense here.

 

If popups were blocked, I obviously would not be able to see the chat window at all, since this is a popup.

You already know I can see the chat window, since you have clealry seen this with your own eyes on the screencast I sent you. So popups are clearly not blocked.

 

 

 

 

 

 

 

 

Moderator

Re: quickbooks live chat support not working

Hello, Captain-Obvious.

Let me take over and get this working for you.

 

I'm researching to see if anyone else is having the same issue with our live chat support. So far, we haven't received similar issues reported.

 

To better isolate the issue, you may want to communicate with our chat support team by following the steps below:

 

  1. Go to https://help.quickbooks.intuit.com/en_GB/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Start a Message button.

    z.PNG

     

If the problem persists, I'd suggest reaching out to our QuickBooks Online Support to have this investigated. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

 

Our contact details can be found here along with our opening hours: https://quickbooks.intuit.com/uk/contact/.

 

In case you want to know some "How do I" steps in QuickBooks Online, you can always visit our Help Articles page for reference.

 

If I can be of additional assistance while working with QuickBooks, don't hesitate to let me know. I'd be more than willing to lend you a hand.