Apple subscription is active but QuickBooks is not working saying subscription isn't active. No solution from neither Apple or QuickBooks customer service.

I have some troubleshooting steps to share so you can get past this hurdle and be able to issue resolve, southerntriangle.

Not being able to log in to QuickBooks Online (QBO) can be brought about by issues in the web pages. We can use a private browser to open your account and see if the problem persists. It doesn't use the cache, which stores data that creates browser-related issues. You can use these keyboard shortcuts depending on the browser you're using:

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

If you can open the account successfully, let's switch back to the regular browser and clear its cache & historical data. This helps to restore the default setup of the browser.

In case the incognito mode or private browsing doesn't work, use other supported web engines to get the best and most secure experience with the program.

Also, there are a few basic troubleshooting steps to help resolve any issues that you may encounter when trying to log in to your QuickBooks Online account through the mobile app.

Step 1: Make sure you're using the correct QuickBooks Online app, depending on what kind of device you have. Below is a link that can take you straight to the app you need.Step 2: Trying logging in on a browser to ensure if it's a mobile app issue or an account issue.Step 3: Uninstall and reinstall to help the app remove any error messages or glitches that may be standing in the way.
Step 4: Turn your device off and then back on.

• Account management
• Update billing, payment, and subscription info in QuickBooks Online

Let me know how it goes in the comments below. I'm just around to help if you have other concerns about your subscription or inquiries about managing your QBO account. Take care always. 

I am having this same issue. Did you figure out how to get this resolved?

I’m here to help you, @Jmo7.

Have you tried the troubleshooting steps mentioned by my colleague above? If not yet, you can perform them to get rid of the pop-up message you received.

Otherwise, I suggest contacting our support team. Our representatives can check the issue further and help you find more solutions.

Sine your QuickBooks app isn’t working, you can log in to your account using a web browser to connect with us. From there, you can also verify your subscription status.

Here’s how:

1. Log in to your QuickBooks Online company in a web browser.
2. Select the Help (?) menu.
3. In the Assistant window, type in “Talk to a human” in the field.
4. Enter a brief description of your concern, then go to the Contact option.
5. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

I'm adding this article to learn more about managing QuickBooks Online subscription: Update billing, payment, and subscription info. It also includes steps to access your billing history in the program.

Don’t hold back to drop a comment below if you have any other questions or concerns with your subscription. We’ll be here to help. Take care always!

I have tried all these steps. I have contacted QuickBooks customer service several times over the last week as well as Apple support. No resolution. I have paid for my subscription but still have no access to my account.

I am having the same issue has anyone figured out a solution it’s kind of ridiculous! 

I am having the same issue is there any way to get this resolved

I have the same issue, when I called quickbooks they said it was a problem with 3rd party subscription, I’ve been on the phone with apple and quickbooks and they haven’t provided any resolution. Did anyone by chance switch iphones? 

I hear you, @Samytrix.

I want to ensure this matter is addressed timely by sharing insights about your subscription on the iOS mobile app so you can access your account accordingly.

Currently, we have an ongoing investigation where customers, like you, whose subscription from the App Store is active but not on the QuickBooks Online mobile app. Rest assured that our engineering team is aware and in all hands working to fix this as soon as possible.

While this is not yet resolved, let's consider logging in to your online company via the browser app. For the best experience, here are the supported browser versions you can work with: System requirements for QuickBooks Online.

I know that you've already reached out to our Customer Care Support, but I still recommend contacting them. This way, our specialists online can create a ticket linked to the said investigation so you'll receive updates via the email address you've entered on file.

I want to include that it's best to connect with our team online during business hours from 6 AM-6 PM PT Mondays-Fridays. Use this article to learn more: QuickBooks Online Support.

For other features you can use in QuickBooks while logged in to a browser, here's the article you can use for reference: Help Articles in QuickBooks Online. In the reference, you're able to read subtopics that will describe how a feature is used and how to accomplish tasks related to its functions.

We appreciate your patience as we're working on this. Please let me know in the comments below if you have any other questions aside from working with your billing and subscription in QuickBooks. Take care always, @Samytrix!

@Samytrix 

Afaik, you have to use the same iCloud account to access the same subscription.

This is extremely frustrating because I have been dealing with this for quite some time.  

In May I tried to just add payroll to my online quickbooks.  A gentleman told me when I spoke to support that he couldn't help me because I had a subscription through Apple.  He told me I would need to cancel it, and since it was a 1 year subscription I needed to wait until the expiration (approx. July 10th) so I could resubscribe directly through intuit/quickbooks and be able to add payroll.

I wait the 2 months, and that was inaccurate.  It would only prompt me to renew through apple.  Tried to problem solve this myself and accidentally signed up for self-employed on the website.  Michelle helped me cancel that very easily.

 I spoke to another woman who said that the Brian fellow could have just originally transferred my subscription from Apple to them.  She said to go ahead and renew through apple and she would transfer it over.  Well, I renewed through apple, and nope.  Still not showing a subscription on my app nor could she see the active subscription on her side.  Then I had to call apple because she told me it must be an issue on their end.

Guess what... Call apple, and they can see it is an active.  Sooooo they try to send me back to quickbooks.  I told him what had happened there and that they would tell me AGAIN that I can only renew through apple to keep my same business active.  So, he cancelled that active subscription, told me to wait until my refund came through (which did not cover the original total cost for some reason) and then try to resubscribe.  Maybe it just didn't go through for some unexplained reason that ONE time.

I wait... resubscribed again today (July 28th)... Yep, same exact issue. 

Shows active on my apple subscriptions again, and still nothing through the app or logging in through my online browser from my laptop.  I followed the steps even mentioned above with checking the browser... still isn't working.  

I am currently on the phone with a intuit/quickbooks support person again, and am getting the same steps asked of me to screen share or check this page or the other.  It is a waste of my time and their time to repeat these basic steps and leaves me with no answer after being on the phone currently for 29 minutes (and counting).  

I may just have to take the pdfs of my unpaid invoices from customers and submit them in a different online accounting company at this point because I can't continue doing this.  It is hurting my business and that passes on to providing for my family.  Something needs to be done. 

This is extremely frustrating because I have been dealing with this for quite some time.  

In May I tried to just add payroll to my online quickbooks.  A gentleman told me when I spoke to support that he couldn't help me because I had a subscription through Apple.  He told me I would need to cancel it, and since it was a 1 year subscription I needed to wait until the expiration (approx. July 10th) so I could resubscribe directly through intuit/quickbooks and be able to add payroll.

I wait the 2 months, and that was inaccurate.  It would only prompt me to renew through apple.  Tried to problem solve this myself and accidentally signed up for self-employed on the website.  Michelle helped me cancel that very easily.

 I spoke to another woman who said that the Brian fellow could have just originally transferred my subscription from Apple to them.  She said to go ahead and renew through apple and she would transfer it over.  Well, I renewed through apple, and nope.  Still not showing a subscription on my app nor could she see the active subscription on her side.  Then I had to call apple because she told me it must be an issue on their end.

Guess what... Call apple, and they can see it is an active.  Sooooo they try to send me back to quickbooks.  I told him what had happened there and that they would tell me AGAIN that I can only renew through apple to keep my same business active.  So, he cancelled that active subscription, told me to wait until my refund came through (which did not cover the original total cost for some reason) and then try to resubscribe.  Maybe it just didn't go through for some unexplained reason that ONE time.

I wait... resubscribed again today (July 28th)... Yep, same exact issue. 

Shows active on my apple subscriptions again, and still nothing through the app or logging in through my online browser from my laptop.  I followed the steps even mentioned above with checking the browser... still isn't working.  

I am currently on the phone with a intuit/quickbooks support person again, and am getting the same steps asked of me to screen share or check this page or the other.  It is a waste of my time and their time to repeat these basic steps and leaves me with no answer after being on the phone currently for 29 minutes (and counting).  

I may just have to take the pdfs of my unpaid invoices from customers and submit them in a different online accounting company at this point because I can't continue doing this.  It is hurting my business and that passes on to providing for my family.  Something needs to be done. 

I wouldn't like you to feel and experience this, EmilyTisdaleBCBA.

I know you're putting so much effort and time into fixing this issue. We've found your case and see that you were added to an open investigation: INV-69269. Rest assured, we're working on this and will fix this as soon as possible. We'll send email updates once it's resolved or if there's new information regarding the ongoing issue.

If you have other concerns, please let us know in the Community so we can assist you. 

Has anyone made progress on this issue?  It's preventing me from doing my quarterly taxes, creating new invoices for clients, or being able to re-send overdue invoices.  All of these directly influence my income and therefore my family.  Please tell me this about to be resolved.

Hello, Emily. 

We know how important it is to get the invoices sent to your clients and your taxes done as soon as possible. I would also get frustrated if I can't get something important done, especially if it's time-sensitive. 

So, I'd like to take this moment to give updates regarding the Apple subscription for QuickBooks Online. 

As of this writing, our engineers are still working to fix the Apple subscription issue. I see that you've already called our support before. In this case, you'll want to contact them again so they can help you with the subscription issue. 

If you haven't already done it yet, you'll also want to have them add you to the list of affected users. This way, you'll be receiving updates about the subscription issue from our engineers. 

You can use the same phone number, but if you don't have it handy anymore, follow these steps to reach one of our agents: 

1. Click the Help menu.
2. On the pop-up panel, go to the Search tab.
3. Click the Contact Us button.
4. In the text box, type something like "Apple subscription is still inactive."
5. Hit Continue, then choose how you want to reach us. 

In case you need help following up with your client's outstanding balances in the future, you can check this article for a guide on how to send statements: Create and send customer statements in QuickBooks Online. 

We appreciate your patience as we're working to fix the issue for Apple subscribers. If you have any other concerns regarding your invoices or taxes, I'm all ears and ready to help. 

Has anyone figured this out.  Exactly the same thing happened to me today.  Ive been on the phone since 8am.  It is now 12:30pm.  How am I suppose to write a quote?  I have called Apple 4 times and quickbooks 5 times.  Ive been passed all over the place.  I don't believe a company as big as Inuit can't figure this out or can't just turn our account to active.  I will never recommend Quickbooks to anyone.  

I hear your sentiments, @Acharley01.

I know this hasn't been an easy process for you when trying to fix this issue with your Apple subscription. Please know that this isn't the experience we want you to have.

Beforehand, I'd like to ask for some information to help me get on the same page. Have you encountered any error messages when logging in to your QuickBooks Online app on your iOS? This way, we'll provide you with a resolution that fits your needs.

In the meantime, I've got some troubleshooting steps for you to perform to refresh the application and resolve common issues.

Before doing so, ensure you keep QuickBooks Online on your Apple mobile device updated to the latest version for your app to work seamlessly. Here's how:

1. Open the App Store.
2. Tap your profile icon at the top of your screen.
3. Scroll towards the QBO app, then tap Update.
4. Click Update All.

If the issue persists, we can try refreshing your QBO app to clear the cache and resolve any unusual performance while using it. Then, uninstall and reinstall the app to start with a clean slate.

Otherwise, we can consider logging in to your QBO account using your preferred web browser.

You can post anytime if you have any other QBO-related questions, and I'd also appreciate any details you can provide. I'm looking forward to your reply. Take care always.

Try going into the app and go into menu. Hit the gear in the top left corner.  Scroll down to Subscription.  Inside you will find Help with my subscription.  Hit that and you will see refresh data at the bottom.  Hit that thing back and it says is my subscription active.  Hit that.  After all these steps I was able to log online.  

Don't bother calling support.  I guess they are not trained to help with app at all.  I don't think anyone in the company is.  If you ask any app questions they just say call apple and apple tell you to call them. Quickbook support should know how to help with the app and everything about the app.  It's their app not apples.  They developed the app and don't know anything about it.  I was on the phone for 5 hours trying and got nowhere.  I had to figure it out myself.  It could have taken 2 minutes to fix if someone to tell me the steps above.  But they are all clueless because corporate doesn't teach them.  Too busy counting all their money from their overpriced software.  Who is the head of technology or the app?  Someone that you can email and knows what they are talking about.  Instead they out source the customer service to the lowest bigger then teach them nothing but to say call apple or give them a script to read to you.  Someone at the company should figure that out.  

None of what you said works.  You had to go into the app and hit a button.  How did nobody at QB know that?  This is the same generic script you wrote the an individual above in the tread as well. Ridiculous 

I am having the same exact issue too!!!
Please HELP!  I was on the phone for 2 hours yesterday with quickbooks support and they were NO help. 

Please Help me too! Call me at 229-539-0171 to help me resolve this issue ASAP

Same thing is happening to me!  It is ridiculous. 

I am in full agreement. SAME issue. 

Were you able to find a solution???

Acharley01, on my app, there is not a spot available to click “Help with my subscription” , nor is there an option to refresh data.   Do you have any other ideas? 

Thanks for getting involved with this thread, Stewartward.

I checked our ongoing investigation (INV-69269) about this topic and can confirm Intuit's Product Investigations team is currently working towards a solution for it.

Since you're still seeing a message saying that your subscription isn't active, I'd recommend getting in touch with our Customer Care team and referencing the investigation's case number (INV-69269). They'll be able to pull up your account in a secure environment, conduct further research, and add the account to our list of affected users. This enables you to receive email notifications about any updates relating to our investigation.

They can be reached while you're signed in with a web browser.

Here's how:
 

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

Please feel welcome to send a reply if there's any questions. Have a great Tuesday!