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Budget Friendly Bookkeeping
Level 4

Cancel Online "CLIENT" Subscription

I am the Master Admin of my account and have multiple clients.  I just now came to having a need to cancel or suspend a client.  I understand you can't suspend a client, but canceling is just fine as long as I do not continue to get charged.  I also do not want to transfer billing to client.

 

After researching and following all the links showing me how to do this, I only see 

:Upgrade to Online Plus, Advanced or Transfer, but I do not see the option to Cancel.

I'm sure I'm doing something, or not doing something simple.  Please help!

 

Thank you :)...

 

4 Comments
JenoP
QuickBooks Team

Cancel Online "CLIENT" Subscription

Hi there, Budget Friendly Bookkeeping.

 

Have you tried logging in to your QBOA account using a different browser or in an incognito browsing session? There are time that too much cache can hide some buttons or leads to unexpected results when performing a task in QuickBooks Online. 

 

Let me share these keyboard shortcuts to open an incognito session and the list of supported browsers:

 

  • Google Chrome: press Ctrl Shift N  
  • Mozilla Firefox: press Ctrl Shift P
  • Safari: press Command Shift N

 

If you can't still see the option to cancel, please contact our phone or chat support teams. They can take a closer look at this to determine why you can't see the button to cancel the subscription. Here's how to reach out to them:

 

  1. Click Help in the upper right-hand corner of QBO.
  2. Look for Talk to a human and click on it. 
  3. Type in "support" or "contact support" again and press Enter.
  4. Click I still need a human.
  5. Select Get help from a human.
  6. Choose between Chat with us or Have us call you

 

I'd also like to share these Help articles with you for additional reference:

 

 

As always, please don't hesitate to reach out to us again if you need anything else and if you need help in the future. 

JenoP
QuickBooks Team

Cancel Online "CLIENT" Subscription

Hi Budget Friendly Bookkeeping,

 

Hope you’re doing great. I wanted to see how everything is going about cancelling a client's subscription. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.

 

Looking forward to your reply. Have a pleasant day ahead!

Budget Friendly Bookkeeping
Level 4

Cancel Online "CLIENT" Subscription

Interestingly enough I guess I never realized I needed to be logged in as a user within the company itself as I sign up and use my client's books as the administrator from within my umbrella. After I called in to get a better handle on this I was told I need to invite myself as a user - weird.  Okay, so I created a username for my wife instead for this client and sent the invite. Now I'm stuck where it comes back and says there are no companies associated with this user account ugh...

I dropped it for now as I have too many other priorities than to play IT again. When I need to do it, I'll just call in and have support do it for me. 

Thanks for following up. 

Budget Friendly Bookkeeping
Level 4

Cancel Online "CLIENT" Subscription

Update:  I finally managed to delete all users and accountants that were hanging out there in this client just as an added measure.  Then I added a totally new user.  I then copied the new user invite link and pasted it into "EDGE" in Windows instead of Chrome so that there was no cache issues..  HOORAY!!  It brought me in asking me all the questions of a new user (which I find weird asking new users questions they couldn't possibly know - but that's another issue).

So now that I am in within the company AS THE TECH SAID TO DO, and I went to the gear and to Billing & Subscription, I simply couldn't believe my eyes and had to laugh as I knew it.  My gut said it.  I mean, why should you be able to cancel a subscription with a company by a "USER" who didn't create the company??  Kind of dangerous, don't ya think.  Since I can't sign into this company as myself because I would come in as the account manager of many clients, I'm stuck once again - very frustrating.  So, sorry - off topic.  The message I get this time is the following:

 

Have questions about your subscription?

Your accountant, "ACCOUNTANT NAME, can answer them for you. Email your accountant

 

So here I am on a Saturday with no one to talk to, to cancel this account and I'll be charged for another month.  Such a waste of time and money.  Very frustrating to say the least.

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