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Frequent Explorer **

Upgrade to QB online migration

Hello, is anyone else experiencing difficulties when migrating from Desktop Pro to QB Online?  We have worked through all the troubleshooting guidance and still our file is unable to convert from Desktop Pro to QB online  - the file has been with QB tech team for over 3 weeks now and they seem to be experiencing difficulties with it also?  

 

Anyone else experienced this and if so how did you resolve?  Many thanks hopefully 

 

Rachael 

18 REPLIES 18
QuickBooks Team

Re: Upgrade to QB online migration

Hello Rachel

 

Is there a particular issue they have advised as to why it is taking longer to migrate?What is the file size?Do you have a case reference for this issue,so we can look into this further?

 

Thanks

Emma

 

 

 

Frequent Explorer **

Re: Upgrade to QB online migration

Hi Emma, the case number is [removed]  and I have an additional case number from yesterday [removed]. 

 

The file size is 70.8MB . 


Any help in resolving this woudl be appreciated as it is incredibly frustrating, Michael who I spoke to yesterday arranged for the Engineer to call but this was after our working hours and I missed their call as i was collecting my daughter from School at the time they called.  After I had held on for more than 20 minutes to speak to them on more than one occasion, they tried to call me once and when i did not pick up did not try again!!!!  I tried calling their number back and it did not accept calls! 

 

Michael has really tried to help, but all the other representatives I have spoken to have been unhelpful and unable to help progress or resolve this.  There are timing issues, for the engineer to call back,  I have provided my mobile and I have sat from 5.30pm until 11pm on Wednesday night this week waiting for a call that did not come!   My working hours are 9am - 4pm and I have a family at home !  Other than Michael, communication and customer service has been appalling!  After the call, there was no email or any update on the case! Today is friday and almost a month since I first started this process !  

 

Thanks for any help you are able to provide, we are only in the Office until 1pm today.  I can be available 7pm - 10pm tonight if that is of any help to organise a call from an Engineer! 


Help! 


Rachael   

Frequent Explorer **

Re: Upgrade to QB online migration

P.S. The issue, according to the recent message is with the QB online system, the file simply will not migrate and it is currently with the product development team!  Information from talking to someone in the tech team is that they simply do not know what the problem is!

Established Community Backer ***

Re: Upgrade to QB online migration

have you checked the targets in the file?

-------snip------
To be converted successfully, your QuickBooks file must not be over the target limit of 350, 000. To check, press Ctrl+1 on your keyboard, then look for Total Targets.
-end snip------

 

Frequent Explorer **

Re: Upgrade to QB online migration

Hi, Thank you,  yes we checked this as part of the initial troubleshooting, total targets is around 41,500  well under the limit. 

 

Any other thoughts? 

 

Rachael 

 

 

Established Community Backer ***

Re: Upgrade to QB online migration

No, sorry I do not, usually it is file size or targets or both that are the issue

 

Have you asked about sending  your file and having intuit data services do it?

 

 

Frequent Explorer **

Re: Upgrade to QB online migration

Hi,  they have had the file since the 18th April and have not been able to convert it either, having gone through their tech team the file  is currently it is with their Product Development Team.  Seem to be having some difficulties getting info from them or an update... just trying all possible alternatives as the time delay is causing some business critical issues!   Thanks for any help or guidance. 


Rachael 

Established Community Backer ***

Re: Upgrade to QB online migration

I'm all out of ideas, sorry

 

I like and use desktop, it is way more functional.  I have QBO just to answer questions here in the community

 

check this to see if the functions you rely on in desktop is even in QBo

a non partisan comparison of QBO vs QB desktop
http://onsale-apparel.com/Rustler/qbo-or-qbdt
(cost comparisons are at the end of the article)

 

Highlighted
Frequent Explorer **

Re: Upgrade to QB online migration

Hi, thanks yes, I do wonder about just upgrading the desk top version to be MTD compliant and stay away from QB online. 


I do the accounts for another one of our Companies on QB online and it is fine as it is quite low maintenance.  


I am presently working on the trial of desktop pro 2019 and just checking the MTD links to see if that is a better option?  

 

Which Desktop version are you using?  Are you MTD registered? 

 

Thanks for your help and advice, it is appreciated 


Rachael 

QuickBooks Team

Re: Upgrade to QB online migration

Hello Rachael,

 

We have checked the cases and can see the agent who you spoke to has passed on the information that you missed the last call, and noted that the engineer will be calling you back. They have unfortunately not mentioned a time, but this has been reorganised.

 

Thanks,

 

Talia

Established Community Backer ***

Re: Upgrade to QB online migration

@


@Shewee Ltd wrote:

Hi, thanks yes, I do wonder about just upgrading the desk top version to be MTD compliant and stay away from QB online. 


I do the accounts for another one of our Companies on QB online and it is fine as it is quite low maintenance.  


I am presently working on the trial of desktop pro 2019 and just checking the MTD links to see if that is a better option?  

 

Which Desktop version are you using?  Are you MTD registered? 

 

Thanks for your help and advice, it is appreciated 


Rachael 


I use premier accountant, but I am in Texas so I do not have to deal with MTD

From what I read, 2019 is MTD compliant, but I have no experience with it

Frequent Explorer **

Re: Upgrade to QB online migration

Thanks Talia, yes they called twice in 2 minutes last night after I had finished work as they work different hours!! I had to accommodate their call by giving my private mobile number and they called as I was collecting my daughter from School and did not try again, frustrating when I had spent 2 lots of 20 minutes plus on hold waiting to speak to them earlier in the day.  The previous evening with my mobile and laptop at the ready from 5.30pm until 11pm!!! Pretty frustrating! 


I have had to call the helpline this morning to ask them to call me again, they did not leave a number and the number they called on was not returnable (I tried!) and they did not send an email either, they haven't sent an email in almost a month other than to send me the case number on the 20th April!  Really frustrating as I have had to chase this at every stage! 

 

I finish work at 1pm today (our Office closes then!)  and have had to ask them to call my private mobile again to try and resolve this!!! I have agreed to speak with Michael on Monday to try and make sure this is moved along.  I will be cancelling the online Quickbooks on Monday if this is not resolved and claiming my money back! 

 

Thanks for your message, perhaps if your team could call me within working hours this would all be sorted by now!  It seems only I have to put Myself out to sort this and am I not the paying Customer here!  

 

Rachael 

QuickBooks Team

Re: Upgrade to QB online migration


Hello Rachael,

 

I apologise for the inconvenient times of the calls, and that you have not been contacted via email to update you. Do you have a screenshot of the email from Michael so we can get in contact with him to chase this up?

 

Thanks,

 

Talia

Frequent Explorer **

Re: Upgrade to QB online migration

Hi there, I have not had an email from Michael, just phone conversations and a case number provided earlier. 

 

I have had 2 missed calls in 2 minutes at 3.29 and 3.30pm this afternoon, the time I was collecting my daughter from School and have had no further calls since.  I suggested to Michael this morning to allow a good 10 minutes between calls as it is possible in the space of a minute to even be on the loo and I don't take my mobile in there! 

 

I have to be honest, I have had no email from the engineers, only swift calls and it feels like a vague attempt, I did explain to Michael that the engineers had my email address and could email me with an update or any information required! I have now spent 3 days trying to speak to an engineer about the problem and have made Myself available and been on hold in total for over an hour on the phone across three days! 

 

Not sure what else I can do?  I cannot call the Engineers directly, I have no email address for the Engineers and no one is able to explain what the issue is?  I am working on a workaround and without this being resolved by MOnday, I will cancel QB Online and look at an alternative. 

 

Sorry, I am utterly fed up with the lack of proactivity,  poor Customer service and lack of communication from Quickbooks Tech team! 

 

Rachael 

QuickBooks Team

Re: Upgrade to QB online migration

Hello there, Rachael, 

 

I'll share some thoughts about converting your Desktop Pro into the online version. 

 

It's possible our engineering team haven't yet completed the conversion process, which is why they're unable to contact you via email. However, I'm here to share some steps on how you can check the status of your case. 

 

If you're referring to our QuickBooks Data Services Team, they have different support hours (Mon-Fri, 6 am to 6 pm, PT) than your standard care team you're used to working with. First, you can check your case status by going to Data Services Customer Status Information website and click Status Check

 

Here are some of the descriptions of the case status: 

 

  • Assigned (the case has been assigned to an agent and a quoted completion date is provided)
  • Waiting on files/invites/permissions (They are missing a piece of information from you. Please check your inbox or chat with them to find out what information you need to provide so they can get started.)
  • In process (The case is actively being worked on by them and is validating the fixes they made to your file.)

 

Since we value your data security, we don't access any account information here in the Community, as this is a public forum. I'd suggest sending a general message to the Data Services Team's inbox through this article: QuickBooks Data Services Frequently Asked Questions.

 

Please take note that not all data in the desktop version can be imported into QuickBooks Online. You can check out the important limitations and feature differences between the two products. I'm also including this useful guide to help you get it done. 

 

I want to make sure your file conversion issue will be taken care of, Rachael. 

 

I'll gladly help if there's anything else you need. Have a good day.

 

Thanks, 

 

Raymond

Frequent Explorer **

Re: Upgrade to QB online migration

Hello Raymond, many thanks for your response,  our case has been "in process" since the 26th April. 

 

When we message we are told they will come back to us when a technician is in.  

 

Last Wednesday I telephoned (8th May) to try and establish if anything further was required from us and to get an update as it had been in process for over two weeks at this stage.  My frustration is over the lack of update and communication, if we did not update a Customer in over two weeks and did not proactively update and return calls we would not be able to continue to operate! 

 

If I operated in the same way, I would have lost my job by now! Our Directors are back from their holiday today and I have to explain why this is still not resolved over two weeks later!  It is also holding up our end of year accounts....  and has been doing since the 11th April, when we signed up to online QB. 

 

Really disappointing and not quite up the promises on the TV ads! 

 

 

QuickBooks Team

Re: Upgrade to QB online migration

Thanks for checking the status of the migration, Rachel.


I know you've been through a lot, and I also acknowledge the fact that this has already been affecting your business. I'll be sure to share your feedback about the communication procedure to the Data Services team.


As mentioned by Raymond, we’re unable to share (or gather) any account information here. For this reason, I would recommend calling our phone support back to follow up on your migration request.

 

If there's anything that we can help, feel free to post back.

Frequent Explorer **

Re: Upgrade to QB online migration

Thanks Jess, 

 

I have phoned three times across three days last week and waited in for call backs from the Engineer. 


I have sent messages via the data services case progress/status for updates without success and as they state they will send regular emails, I have had no email updates either. 

 

We shall see what happens, having phoned and spent over an hour on hold and sent messages every few days without success this forum was my last resort ! 

 

No success as yet ! 


Rachael