How do we cancel our Intuit Online Payroll subscription?

Thanks for sharing the details with me, @payroll15.

Aside from canceling your payroll subscription from the web portal, you can cancel it through your Account and Settings. Let me show you how to do it in your QuickBooks Online (QBO) account.

Here's how:

1. In your QBO account, go to the Gear icon.
2. Select Account and Settings.
3. Click the Billing & Subscription section.
4. In the Payroll section, select Cancel.
5. Select Continue to cancel.
6. Complete the short survey and select Confirm cancel.

You can also refer to this link for more information on canceling your payroll subscription: Cancel and reactivate your Online Payroll account.

Let me also add this article for reference in case you need to reimburse your employees: Reimburse an employee. This link provides detailed information on how to do it in your QBO account.

Please let me know if there's anything else you need help with your QBO account. I'm always around ready to lend a hand. 

hi JasroV,

Thank you for your response. However, the instructions you provided don't work.  When I select "Cancel" in your step #4, the following page appears:

"

Give us a call, tell us how to handle your remaining tax forms and filing

Before you go, we need to ask a few questions about your taxes.

Call us at [phone number removed]

M-F, 5 AM to 6 PM, PST

"

... I never see your step 5 (continue button) or step 6 (survey). 

When I call the above phone number, the audio announces explicitly that this number can't be called to "connect you to an expert."  It then advises that I should disconnect from the call and log in to my QBO account, which is where I started in the first place.   I've tried to start a chat on the QBO page, but not getting any response there.  

Please advise further.

Thanks,

Scott

Hi JasroV,

Thank you for your response. However, the instructions you provided don't work.  When I select "Cancel" in your step #4, the following page appears:

"

Give us a call, tell us how to handle your remaining tax forms and filing

Before you go, we need to ask a few questions about your taxes.

Call us at [phone number removed]

M-F, 5 AM to 6 PM, PST

"

... I never see your step 5 (continue button) or step 6 (survey).

When I call the above phone number, the audio announces explicitly that this number can't be called to "connect you to an expert."  It then advises that I should disconnect from the call and log in to my QBO account, which is where I started in the first place.   I've tried to start a chat on the QBO page, but not getting any response there.  

For reference, I'm attaching a screenshot of the QBO web page that includes the text I describe above  (where it tells me to dial the ineffective phone number).

Please advise further.

Thanks,

Scott

I'll help cancel your Intuit Online Payroll (IOP) subscription, @payroll15.

I've just noticed that the steps that were provided above are intended for canceling QuickBooks Online Payroll subscription. This can be the reason why you're unable to view the steps number 5 and 6.

Although, I can show you the proper steps on how you can cancel your IOP subscription. Here's how: 

1. Go to Settings.
2.  Under Billing and Service, select Cancel Service.
3. Answer the short survey and click Cancel Service.
4. An email will be sent to confirm cancellation.

In addition, I've included an article in which you can use if you need to reactivate your account for year-end form filing in IOP: How to reactivate your account for year-end form filing. 

I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can.

Last month when I got charged and wanted this canceled,  I tried through multiple chats with agents and each one directed me to someone else. I wasted an hour and eventually got so frustrated I canceled my accounts. Now, I’m still getting charged and have no way to talk to a live person and no way to get into my account either. This customer service is the most disappointing I have ever worked with. I am getting charged every month for someone i have never used. I have no idea what to do. My only idea is reporting it as fraud through my bank because I don’t have any other options.

We're sad to see you cancel your subscription with us, @TNonn. 

Once you cancel your account, you'll receive a confirmation email containing the cancellation details. If you've done the process through the Account and Settings section and are still being charged for the service, I'd suggest getting in touch with our QuickBooks Online Support.

All account-related concerns are directed to our phone support for security purposes. They have advanced tools to look into your account and to have this thoroughly canceled.

Here's how: 

1. Sign in to your QuickBooks Online company.
2. Click the Help (?) icon at the top right.
3. In the search field enter the topic you need help with. 
4. Select Contact Us to connect with a live support agent.
5. Click Start a chat with a support expert.

For more information, please refer to this article: QuickBooks Online Support.

You'll also want to know what happens to my QuickBooks Online data after I cancel?.

I'm leaving you this handy article in case you'll want to resubscribe your account in the future: How to resubscribe or reactivate QuickBooks Online. 

Please let me know how it goes. I want to make sure everything is taken care of. Stay safe and have a pleasant day.