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Photoso
Level 1

Account log in and cancellation

I am unable to log into my payroll account since June 11, 2021. After spending more than 10 hours on the phone over several weeks and being bounced from customer service to customer service, I finally decided to cancel my subscription. Then, even more furious after finding that I cannot even cancel it.  I called again and being told that I have to cancel it online. But every time I tried, it says something is wrong and try later. Meanwhile, I am still being charged every month.  Then, I replaced my credit card with a new number in order to stop the charge, you know that, Intuit found a way to charge my new credit card.  This is the worst company I have ever seen and becomes a nightmare for me.

3 Comments 3
MichelleBh
Moderator

Account log in and cancellation

I understand that every dollar is a factor in running a business, @Photoso.

 

Thank you for continuously contacting our Customer Care Team. I'll be on hand to help you cancel your account swiftly. This way, you'll not be charged repeatedly.  

 

To get rid of the cancelation error message, I'd recommend doing some basic troubleshooting steps. But before canceling your payroll subscription, make sure you: 

 

 

Once done, you can now follow the troubleshooting steps below: 

  1. Re-cancel your subscription through incognito to check if it's a browser-related issue. This browser doesn't store cache. Here are the keyboard shortcuts:
  • Ctrl Shift (Google Chrome)
  • Ctrl Shift (Firefox)
  •  Control Option (Safari)
  •  Ctrl + Shift + P (Microsoft Edge)

     2. If you can cancel your account successfully, we can go back to your regular browser and clear the cache.

     3. You can also use other supported browsers. Each of them uses a different cache.

 

I know you've already called in. However, I'd still suggest getting in touch with our support if the issue keeps going. Our experts can examine your account in a secure environment and send a ticket to our engineers for investigation. 

 

If you have the case ID handy, please provide that to our agents. This way, they can help and look for the details of your issue quickly. 

 

Additionally, you'll have access to your payroll data 6 months after you cancel. Ensure to export and save copies of your reports.

 

Furthermore, QuickBooks will automatically detect any changes in your billing information. That's why you're still being charged every month of your subscription. 

 

Moreover, I'll take note of your feedback so we can improve the services and experience that we can offer to you and other customers. 

 

Lastly, check out these articles on how to reinstate an account and a few things you should know about the life of your QuickBooks data after you end your subscription.

 

 

I'd be more than happy to work with you again to address other QuickBooks-related concerns. Just drop a comment beneath. I hope you and your loved ones are staying safe and healthy. 

Photoso
Level 1

Account log in and cancellation

It doesn’t work.

Over the course of several weeks starting June 8, I talked to at least 6 different people from Intuit customer service, spending more than 10 hours on the phone. Every time, I am asked to do something similar as you suggested, using private browser, watch me to do on my screen etc. It never worked.  I was assigned 4 case numbers: [removed], [removed], [removed], [removed],  and one investigation number: INV-59743.    Finally I am getting enough, and tried to cancel my subscription on July 15, then find that I could not even cancel it.  Every time I tried, it says “something is wrong, try later”.  I called Intuit again, and was suggested to change my credit card so that Intuit cannot charge me any more. So I did. But, to my greatest surprise, Intuit is able to track down my new credit card and charge it again.   Where is my right in this case? How can you charge a credit card that I never give you permission to do so? 

I guess, for the first time in my life, that I have to dispute this monthly charge with my credit card company and stop any future payment. 

I have to say that I am very disappointed.  I thought Quickbooks is supposed to be the best.  But the way I was treated and bounced from one customer service to another customer service, and no one really takes ownership of the problem, is not acceptable to me.

Photoso
Level 1

Account log in and cancellation

It doesn’t work.

Over the course of several weeks starting June 8, I talked to at least 6 different people from Intuit customer service, spending more than 10 hours on the phone. Every time, I am asked to do something similar as you suggested, using private browser, watch me to do on my screen etc. It never worked.  I was assigned 4 case numbers: [removed], [removed], [removed], [removed],  and one investigation number: INV-59743.    Finally I am getting enough, and tried to cancel my subscription on July 15, then find that I could not even cancel it.  Every time I tried, it says “something is wrong, try later”.  I called Intuit again, and was suggested to change my credit card so that Intuit cannot charge me any more. So I did. But, to my greatest surprise, Intuit is able to track down my new credit card and charge it again.   Where is my right in this case? How can you charge a credit card that I never give you permission to do so? 

I guess, for the first time in my life, that I have to dispute this monthly charge with my credit card company and stop any future payment. 

I have to say that I am very disappointed.  I thought Quickbooks is supposed to be the best.  But the way I was treated and bounced from one customer service to another customer service, and no one really takes ownership of the problem.   

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