Where/how do I get help for an ongoing problem with exporting from from Desktop to Online?

tkelly_uk · ‎May 14, 2019

I have been trying for several years now to move to QuickBooks Online from QuickBooks Desktop (UK region, currently on version Pro 2018). We have done all the usual suggestions involving verifying and rebuilding, but to no avail. At one point our case was even escalated to Intuit Data Services in the UK, but they then appeared to lose our case and we were unable to get them to speak to us about it.

I have just had another try, and it is still failing. Our desktop data is verified and reports as clean. What we see if we attempt the export is that a few minutes after it is underway, we receive, as usual, an email from the export mechanism. In the past, when the export did go ahead OK, that email would say something like :

Congratulations! Your data is now available on QuickBooks Online.

However, now (and every time since that initial success) it says something like:

We’re sorry. We couldn’t import your company file (my-company-name) into QuickBooks Online.

The email does give a link[1] to offer some help, but we've already followed those instructions (many times) and although our desktop data rebuilds and verifies fine, it doesn't help. The export to QBO simply fails.

Can anyone in Intuit help me find out how to get this resolved once and for all?

thanks

P.S. I need to re-iterate. This is not a first or second level support issue, so I'd really appreciate recommendations that don't first involve me calling a general support number (which I have done many, many times). We have been struggling with this for years now, and it does appear to be an unusual problem (although I have no idea why). And as I said, we already had been escalated to Intuit Data Services in the UK, and had even gone as far as providing them with the required login access to our QBO account. I still have the case number for that if it helps. However, for reasons I've never been able to discover, our case was simply closed (by Intuit) and although we attempted to use the recommended method for re-opening it, the automated support mechanisms refused to talk to us.

[1] https://quickbooks.intuit.com/community/Help-Articles/How-to-resolve-issues-when-importing-from-Quic...

RoseMarjorieA · ‎May 15, 2019

Hi, tkelly.

Allow me to help point you in the right direction regarding with exporting your data from QuickBooks Desktop to QuickBooks Online.

I appreciate the detailed information you've provided. I'd like to check this for you and get it taken care of myself. However, I won't be able to check your account without asking for sensitive information. I don't want your account information displayed here for security reasons since the Community is a public forum.

You can get more details in this article: Online Data File Conversion.

It would be best if you reach out to our QuickBooks Desktop Support who can review the details and make sure that you'll be provided with the right resolution. Agents have the necessary tools, like screen-sharing to get you back up and running.

Within your QuickBooks Desktop, click Help at the top menu bar.
Click Contact us.
To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
We’ll provide you a few options. You choose which one is best for you

I'm always here if you have any other questions regarding importing your QuickBooks file. I'll be around to help.

tkelly_uk · ‎May 15, 2019

Thanks @RoseMarjorieA. I'd like to check a couple of things.

FIRST: in the document you linked to, at the top, it says the following:

Quick Reminder: There are a few limitations to keep in mind before you begin. Your data will not import if:

Multi-currency is turned on (You can verify if this is active in your current file under Edit > Preferences > Multiple Currencies > Company Preferences).
You have more than 350,000 targets (You can view this by selecting F2 from within your current file to bring up the Product Information page. Your Total Targets are on the left hand side of the screen)
You are using QuickBooks SimpleStart or QuickBooks Enterprise Solutions
You are using QuickBooks 2010, 2008, 2006 or earlier

If any of these limitations apply to you, please call us on [removed] to discuss alternative

ways to move your data to QuickBooks Online.

But the first of those four points -- Multi-currency -- concerns me. For a start, if it is true, it certainly hasn't always been true. As I mentioned, my initial attempts -- back in 2107 I think -- did manage to export from Desktop to Online successfully, and our file was (and always has) had multi-currency turned on. So, can you confirm that it really is the case that a QuickBooks Desktop file with Multi-currency turned on cannot be exported up to QuickBooks Online? And, if that is the case, when did it become so (because it was not true in early 2017 at least)?

SECOND: you suggested I contact QuickBooks Desktop support and gave a set of four instructions as follows:

Within your QuickBooks Desktop, click Help at the top menu bar.
Click Contact us.
To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
We’ll provide you a few options. You choose which one is best for you

I tried to do that but my version of QuickBooks (QuickBooks Desktop Pro 2018 Release R11P, last updated this morning) does not have a "Contact us" option under the Help menu as you imply in step 2. It does however have a "Support" option so I tried that instead. However, it simply opens QuickBooks's in-app browser and displays this Help articles page.

Thomas

SophiaAnnL · ‎May 15, 2019

I'll add more steps to get in touch with us, Thomas.

But before that, let me answer your first question. The multi-currency feature in QBO is only available in the Plus and Advanced versions. If you're using a lower version, you won't be able to import the Desktop file with multi-currency turned on.

Additionally, transaction/s with three different currency types will not be converted into QBO.

For the contact us part, there's a different option you need to click instead of the Contact Us or Support options. You can follow these steps to find it:

Click Help in the upper right-hand corner, and then select QuickBooks Desktop Help. Alternatively, you can press F1 on your keyboard to open this window.
At the bottom of the Have a Question? box, click the Contact Us link.
Type a brief description of your concern in the box provided for.
Click the Continue button.
You'll see three options to contact support. Choose either Message an Agent or Talk to a specialist to be routed to a live person who can access your account and help you further.

I'm right here if you need anything else. Thanks for dropping by.

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Where/how do I get help for an ongoing problem with exporting from from Desktop to Online?