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Stas Silver
Level 1

Cancel subscription

Hi, I created an account in the system yesterday and paid for the package "Simple Start". I was debited with money, but I can’t do anything on the system, I see the error "I’m not sure what's up with your QuickBooks subscription. Please check it out."

When I go to the settings to cancel the subscription, I see the error - "Something’s not quite right
We can't retrieve your subscription information at this time. Please try again later. "

Can you help me turn off the subscription?


Cancel subscription

Hello there, Stas Silver,


Let's try to do some troubleshooting to check if this is a browser-related issue. Let's start off with using a private browser:

  • Google Chrome: press CTRL + Shift + N
  • Mozilla Firefox: press CTRL + Shift + P
  • Internet Explorer: press CTRL + Shift + P
  • Safari: press Command + Shift + N

If it works with a private browser, please access your account with the default browser and clear cache. Try again to cancel the subscription.


If the error persists, I recommend contacting our QuickBooks support to isolate the issue.

  1. On your QuickBooks account, click Help at the top-right.
  2. Click Contact us.
  3. Under How can we help? type a phrase or keyword for the help you need, and click Continue.
  4. You'll see the phone number under Ways we can connect.

I'm always here to help you in any way I can.

Stas Silver
Level 1

Cancel subscription

I use VPN to log in, without it, the page simply does not load in my country. The support page doesn’t load, can I email or do it here?

QuickBooks Team

Cancel subscription

Hi Stas Silver,


We're unable to cancel your subscription here in the Community space for security reasons.

I suggest giving us a call so we can assist you further. Please refer to @MaryLurleenM's post to contact us.


We're always here for you if you have additional questions.



Stas Silver
Level 1

Cancel subscription

If you can not cancel a subscription, can you make it so that the functions for which I paid money are opened for me?


Cancel subscription

Hello Stas Silver,


I appreciate you for getting back to us here in the Community. I'm here to help provide additional clarification about the QuickBooks subscription.


Since providing any private information is prohibited in this public forum, canceling or configuring the functions are currently unavailable. If the basic troubleshooting above doesn't work,you'll need to reach out to our Support Specialists.


One of them will be able to assist you in a more secure environment and correct any problems you may have with the subscription. In case you need the steps, here's how:


  1. Click the Help option in the upper-right corner.
  2. Select Contact us.
  3. Enter the necessary information.

I'm linking the article for your future reference on contacting QuickBooks support: Contact the QuickBooks Online Customer Support team.


I look forward to serving you to the best of my ability here in the Community. If you need additional help concerning your subscription, feel free get back to us.

Stas Silver
Level 1

Cancel subscription

I don't know what you did, but you are a magician! Everything works and did not have to call somewhere. Thanks, have a nice day.

Level 1

Cancel subscription

Please cancel my payroll subscription.



Cancel subscription

Hello ALCO,


I appreciate you for reaching out to the Community. I'm here to provide a helping hand with regards to your subscription concern in QuickBooks Online.


You have the option to cancel your payroll subscription directly through the settings of your QuickBooks account. However, you'll need a Master or Company Administrator access to perform the process.


In case you need the steps, here's how:


  1. Log into your QuickBooks account.
  2. Click the Gear icon in the upper-right corner.
  3. Select Account and Settings.
  4. Go to Billing & Subscription.
  5. Select Cancel.
  6. Select Continue to cancel.
  7. Complete the short survey.
  8. Select Cancel Payroll Service.

For additional insight into payroll subscription, such as the cancellation, I'm adding an article that I recommend:

Cancel your QuickBooks Online Payroll subscription.


If you're still unable to get rid of the subscription, I recommend contacting our Support Specialists through these steps:


Here's how you can reach them:


  1. Log into your QuickBooks account.
  2. Click the Help option in the upper-right corner.
  3. Click the Contact us hyperlink.

I want to ensure that you're able to cancel it on your end, so please feel free to let me know how it goes. If you should have any questions, I'm just a click away.

They suck
Level 1

Cancel subscription

I"ve been trying for months to cancel my subscription.  I follow all the steps, numerous times, & get the "something went wrong, try again later" message.  I've called the 877 phone number, only to have the call dropped after 5 minutes with no other number to call.  I am supremely frustrated!!!

QuickBooks Team

Cancel subscription

I know this hasn't been an easy process for you, They suck.


Not to worry, I'm here to assist you to get the help you need. Since we’ve improved the process of reaching out to our QuickBooks Support Team, you can reach one of our agents by going to the Help menu.


Here's how:


For the old Help menu interface:


  1. Click the Help (?) icon at the top.
  2. Choose the Contact Us button.
  3. Type your issue or question on the What can we help you with box.
  4. Proceed with the Let's talk button.
  5. Select the Start messaging option.

For the new Help menu:


  1. Click the Help (?) icon at the top.
  2. Type Talk to a human.
  3. Enter your issue or question on the What can we help you with box.
  4. Choose I still need a human.
  5. Select the Start messaging option.


Other than that, I recommend clearing your browser's cache before canceling your subscription. This helps fix some issues when using QuickBooks. You can also use a supported browser to have the best and secure experience. 


Additionally, to learn what will happen to your QuickBooks Online data after you cancel your subscription, I suggest checking this article: My File After Cancellation.


You can always click the Reply button below if you have any other concerns or follow-up questions. The Community is here to help.

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