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Level 1

CANT RESUBSCRIBE TO MY ACCOUNT

MY WHOLESALE ACCOUNTANT UNSUBSCRIBED ME AND NOW IT HAS BECOME IMPOSSIBLE TO RESUBSCRIBE.  THERE IS NO OPTION ON MY ACCOUNT AND I DO NOT GET PROMPTED TO RESUBSCRIBE ANYWHERE ON THE ACCOUNT.
8 Comments 8
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Level 12

CANT RESUBSCRIBE TO MY ACCOUNT

Do you have any access as master admin or company admin?

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Moderator

CANT RESUBSCRIBE TO MY ACCOUNT

Hello there, @accounting231

 

With QuickBooks Online, the master admin manages users, the account, and subscription. Thus, the option or prompt to resubscribe is unavailable if you don't have this access.

 

If you are the master admin, I recommend trying some browser troubleshooting steps. Browsers store cache files to improve loading times, but too much data can accumulate and cause unexpected behavior. For information and steps on clearing your cache, please see the following article: Delete or disable cache and temporary internet files in your web browser.

 

However, if you don't have the master admin access, reach out to your old accountant or to the person who has this access to change your role. This way, you have full control of your company. You can provide the following article to that person for the steps of this process: Change your QuickBooks Online master admin user.

 

If the current master admin is no longer available, I suggest you contact our Customer Care Support to help you change it and reactivate your subscription. 

 

I'm just a post away if you have any other questions. Have a wonderful rest of the week.

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Level 1

CANT RESUBSCRIBE TO MY ACCOUNT

Hi Mary:

 

We have been locked out of our account since May 21.  After chatting with the help desk for 3 to 4 hours over several days, we were advised to submit a ticket to have the Master Admin changed. 

 

We are unable to resubscribe to our account.  

We are unable to download our file and move it to a new account.

We are stranded and stalled.

 

What should we do?

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QuickBooks Team

CANT RESUBSCRIBE TO MY ACCOUNT

Welcome to the QuickBooks Community, @YCFlorida.

 

I appreciate you providing details for your concern. Since you already contacted the help desk, I suggest waiting for the response of our Master Admin team with regard to your request. You'll receive an email with the requirements you need to submit to process your application. 

 

Also, you may contact our QBO Care team for the status of your Master Admin claim request. We have updated our support hours. Our operations start from 6 AM to 6 PM PT Monday to Friday. Rest assured that we are bound to helping you out with your concerns. 

 

Additionally, to learn what new updates are being rolled out, as well as additional references while working with QuickBooks, you can visit our QuickBooks Blog.

 

Please know that you can always drop by if you have any other questions with QuickBooks. I'll be happy to help you out. Have a good one. 

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Level 12

CANT RESUBSCRIBE TO MY ACCOUNT


@YCFlorida wrote:

We are unable to download our file and move it to a new account.

 

What should we do?


Are you still able to login as Company Admin? If your account is still active, we may have a workaround. 

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Level 1

CANT RESUBSCRIBE TO MY ACCOUNT

no.

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Level 1

CANT RESUBSCRIBE TO MY ACCOUNT

Outside of responses for these posts, there has been no real action at QuickBooks.  We are still unable to change our Master Admin.  We received an email to do so but we must provide voluminous amounts of documentation and after submitting we must wait up to five days.  This problem occurred on 05/21/2020 and it is now 06/06/2020.  

 

We would like to migrate our data to the new account that was set up but we can't download a file.  This morning, we can't even log into the old account.  

 

While I understand that there is limited hours due to COVID-19, not having longer help desk hours means we have to wait until business to hope someone can help us.

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QuickBooks Team

CANT RESUBSCRIBE TO MY ACCOUNT

Hello @YCFlorida,

 

Migrating your data is imperative to keep your business running. I know you've already contacted our support, however, I recommend contacting our support again. This way, we can check the status of your request.

 

You can use this link to reach out: Contact the QuickBooks Online Customer Support team. Just provide the ticket of your previous call so they can escalate your case.

 

I'm also adding our page about account management which you might find helpful. It contains related articles about your subscription.

 

Please know that you're always welcome to drop by anytime if you have other questions. We're here to assist you further. Thanks for posting and have a great weekend.

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