I manage QuickBooks for about 10 small companies--not as an accountant, but just the technical aspects such as installation & updates. So I always use the email address for a generic company admin account as my Intuit account for the customer. This naturally makes calling tech support on anything involving credit cards impossible; I always get "your'e not the owner; please put him on the line", when the owner is two hours away from me and probably not even in his office that day, and he does not want to be bothered by QuickBooks technical stuff anyway and would never think of logging onto an Intuit account for any purpose; I handle that all for him/them.
OK, so much for putting the Intuit moderators on notice not to post back here, "call tech support". That is not going to happen because it is so painful and rarely provide an actual solution. Now the actual question: one customer's payroll service credit card need to be updated.
- I log onto camps.intuit.com to try to update it. I s
- I see two accounts; one for their QuickBooks Pro subscription and one for their QB payroll
- I select the payroll one.
- When I try to update the CC number for them, it says, "you are not the owner; please have the owner log in"--and it specifies his correct name & email address.
- OK, fine, I have his login information, so I log in as the owner
- But when logged on as the owner, I cannot see the payroll account, only the QB Pro account.
So their payroll subscription expired yesterday, and I have no way to update the CC. And the owner has no way to update the CC. And I already know that calling tech support will connect me with someone that cannot conceive of any reason why an IT guy that manages computer security would need to provide payment information and why the owner cannot do it--much less the fact that the owner cannot get to the payroll account.
Side note: QuickBooks is a pretty good accounting package but comes with an extremely high hidden technical support cost (that is, in my time chargeable to my customers for dumb stuff like this!) due to all the extremely poor design that seems to assume that everyone is still back in the '80s regarding system security (that is, none), and it consumes many unnecessary hours of my time trying to figure out stuff like this. Of the ~100 different software packages I have managed over the years, QuickBooks is at the absolute bottom when it comes to IT/administrative management and tech support actually being able to solve problems.
Then there's the fact that this very post auto-saved while I was typing, and when I finally clicked Post, it asked me if I wanted to load that or discard. I clicked discard, and this post was rejected as Post Flooding. QB support, including this site, seems like it was designed by a three-year-old.
