Quickbooks fails to issue accurate invoices

Anonymous · ‎April 15, 2019

The bug in Quickbooks Online prevents me to change my billing address information for six months.

I am making monthly payments and receiveing subscription invoices from Quickbooks. For the last six months, I have been asking Quickbooks team to change my billing address details, but nothing has changed. There is nothing wrong on my screens, and I know where to change billing address. BUT, I was informed that the bug in the system fails Quickbooks to issue correct subscription invoices. I dont know whether Quickbooks is aware of the regulations in the UK, because as a customer, all I ask from Quickbooks is to issue correct subscription invoices so that I can submit them to the HMRC. I intend to end my subscription if this is going to continue like this. Can anybody help me about whether Quickbooks Online users have to end their subscription EVERY YEAR, in order to make Quickbooks issue subscription invoices with accurate billing details ?

MirriamM · ‎April 15, 2019

Thanks for bringing this situation to our attention, Brn,

Let me get the help you need in updating your Billing information.

To get started, we can perform some basic troubleshooting steps like using an incognito/private browser.
Just follow the keyboard shortcuts below to open a private browser:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Internet Explorer: press Ctrl + Shift + P
Safari: press Command + Shift +N

Once able to open a private browser, try to update billing information again.

If the error persist, please let me know and provide the error. This is for me to further check here in my end.

I'm here to ensure that you're able to update billing information, so please feel free to provide an update for how it goes. Take care.

Anonymous · ‎April 15, 2019

Hello MirriamM

The error still persists.

I have nothing wrong with my account, but Quickbooks fails to reflect the up to date information I have in my account. So every month I keep receiving subscription invoice with wrong billing details.

Regards

MirriamM · ‎April 16, 2019

Thanks for getting back to us and validating the result, Brn,

So that I’m able to provide you with the best information, could you please provide the error you’ve encountered upon updating Billing information?

I'll be keeping an eye out for your response and look forward to providing further assistance. Have a great day!

Anonymous · ‎April 16, 2019

Hello MirriamM

I have updated my billing address long before, but for the last six months, Quickbooks keep sending me subscription invoice with my former address which is not relevant anymore.

I have tried to reach someone who can help me, but nobody was able to do so. Nobody in the UK team is willing to raise this issue further I think. I was told that the Quickbooks team is working on this, but half of the year has passed, and although I was once told that the invoices with false information will be modified, later on I was also told that they will not.

The thing is I have the responsibility to keep and submit my invoices to the HMRC. And on this case, Quickbooks has the responsibility of issuing invoices with false information, because I have written evidence that I have done my best to inform Quickbooks on time, but I keep receiveing subscription bills with false information every month. This is like: you are going to a store and buying an item, then the store owners says "no we cant write your current address on your bill, we will write your former address, whether you want to or not".

EdwardR · ‎April 16, 2019

Hi Brn,

So that we can look into this further we would need some of your account specific information but we are not able to obtain this through the Community site directly due to security which is set in place. Could you please contact us via social media either on Facebook on a Private Message or Twitter on DM. This way we can obtain your account and personal details to confirm what information should show on your accounts for your invoices from QuickBooks Online.

Please let us know if we can help any further with your account.

Thanks,

BubbleZAUK · ‎June 26, 2022

Several years later and I’m having the same problem with Intuit billing an old address even though I’ve made the change on the appropriate form.

JessT · ‎June 26, 2022

Thank you for jumping in, BubbleZAUK.

We'll help you check your billing information. However, I'm going to let you contact our QBO support in this case since they have access to your account.

Click on Help and click the Search tab.
Click Contact Us at the bottom.
Enter something like billing concern and click Continue.
Choose Start a chat.

You can actually double-check the billing address of your Intuit account. Here's how:

On the QBO page, click your profile avatar in the upper right-hand corner.
Choose Manage your Intuit account.
Select Personal Info and review your address.

I'm only a comment away if you need more help with your account. Take care and have a good one.

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Quickbooks fails to issue accurate invoices