I have not been able to add a user account for over 30 days. On December 27th, 2022 I contacted QuickBooks priority support to let them know that we couldn't add a new user account to our QuickBooks Advanced online account. We currently had 2 users and had a new hire that we created a basic user account for. She was using QB without issue for a few weeks. As her skills grew, I went to add to her roles. That didn't work. We found that anytime we changed her role, it wouldn't change on her end. So, the fix was to remove her user account and re-add it with the updated role. That worked the first time. A few weeks later, when her role needed to be updated to allow more tasks/abilities in QB, the role change, again, wouldn't take. I removed her user account and went to add it back with the updated role, as done previously and I couldn't add her. She gets the invitation on her end, but on mine, I never get the line showing her as a user with pending status. So, when she accepts the invitation on her end, she gets this error. "There’s an issue on our end. We’re on it. There was an error during the invitation process. Please try again." So, I did a chat and then a call into QB support. I was told that this issue is affecting multiple customers and we weren't the only ones with the inability to add users. I was told that my case was escalated and that I would be contacted via email by QB IT. I waited and a week went by without any contact. I called back and spoke to another CS rep who did a screen share with me to see and document all of the steps we are taking to add a user. We tried different browsers, tried incognito windows, etc. They state that they don't have the ability to add a user to our account on their end. I was told that our case was being escalated and we would be contacted soon by QB IT. Then I get this email from QB IT, "
Dear A Sieck,
You recently contacted a member of our support staff regarding unexpected behavior experienced in one of our products. Regretfully at that time we were unable to completely resolve your inquiry and promised to send you periodic updates to keep you informed.
Here is the latest update:
Engineers are looking into this now. We hope to have an update soon.
Our next scheduled update will be: Fri Mar 10 22:00:00 GMT 2023
We thank you for your patience.
This is in reference to support contact Case Number 1592500270
MARCH 10, 2023!!! THIS IS ABSOLUTELY UNACCEPTABLE. I have tried adding other users as well, with no luck. I have called and asked to speak to a supervisor and he told me that all he can do is listen to my complaint and nothing more. That he couldn't even escalate the issue beyond what was already done, because the BUG team was already looking into the issue and that they will work on a first come first served basis and there were a lot of others with this issue that called in before me.
I continually call and I keep being told that hopefully the QB IT department will get to it before March 10, 2023. I CANNOT BELIEVE THE COMPLETE LACK OF SUPPORT HERE. I have an employee who cannot work, because of this issue. She was hired to alleviate some of my work load and instead of that happening, I spend most of my day trying to find other things she can do. Beside what she was hired to do, which was data entry in QB. We also have another owner who has requested a user account to write estimates in QB. He also is waiting until this is fixed. I've worked as a supervisor in a call center in my past and when we had an issue like this, with our software, it was sent for immediate escalation and the turnaround was always within 24-48 hours to be contacted by the IT dept. With a company as large as Intuit, I am amazed that they are offering a 2 1/2 month turnaround for an issue that is as substantial as this one. I NEED SOMEONE TO ASSIST US WITH THIS ISSUE AS SOON AS POSSIBLE. I've already been waiting over a month for help with something that should of been handled within a few days. If anyone has a phone number to a regional manager or even higher, please let me know. This issue needs to be escalated as far up as possible until it is resolved.
