A CS Rep gave me inaccurate information which caused me to lose access to my company. I called back and asked to speak with a supervisor but the rep refused. Help!

This is not the experience we want you to have, @ldubk209-gmail-c. 

Let me provide some insights on how you can access your company file again in QuickBooks Online. 

Before we start, may I ask what information did the customer service representative provided to you? I appreciate any extra information you can give, and it will help us isolate the issue and provide the best solution.

If you’re having trouble signing in to your account, I'm here to help you get in. You can check this article for detailed steps to help you resolve the issue: Get help if you can't sign in to your QuickBooks Online account

You'll need a follow-up of your case or request to a supervisor. You can contact our support again. This way, they can further check the root cause of your issue and provide a fix.

Here's how you can reach them:

1. Sign in to your QuickBooks Online company.
2. Choose Help (?).
3. Click Contact Us.
4. Enter your concern in the field and select Let's talk.
5. Choose Start a chat or Get a callback from the next available expert.

Additionally, let me attached this link to help you recover your account when you can't sign in to your account.

Keep me posted in the comment section if you have other questions. I'll be around to help you again. Keep safe always.

I upgraded from QB Self-employed to QB Online Simple Start. It was pretty much seamless and completed in a few seconds. All my invoices, transactions, and customer info transferred as well. I upgraded because I wanted to create Recurring Invoices. The first day of using the new platform, I realized I could not do that unless I upgraded to the QB Online Advanced. I'm not okay with that. I wanted to revert back to QB Self-Employed. I called Customer Service to figure out how to do this. The CR Rep told me it was very easy. I could cancel my subscription for QBO SS, and then sign up for QBSE again with the same login. She stated that company profiles were saved for 90 days after changing and my information would be the same once I restarted my old subscription. She assured me all the data would be there too. I only upgraded my QBSE yesterday, so the data hadn't changed. I asked her several times if she was sure because I was afraid of losing all the information. She guaranteed it would work. I canceled Simple Start and went to login with Self Employed but every time I tried to start a new QBSE subscription it would redirect me back to QB SS. I called again, the CS Rep told me it was not possible. She told me the options I could take to either make a new company in QBSE or adjust features in QB SS to make it function similarly. I asked to speak to a Supervisor to get help with being given incorrect information and spending hours on the phone and being unable to run my business. She refused to transfer me, refused to provide an alternate number I could call, and said besides her first name, there was no information she could give me (like an employee number) to reference my experience with her. She said when Reps work on a case they never know who assisted the customer, just what happened with the case. So QB has no accountability?

I'm determined to improve your impression of our support, @ldubk209-gmail-c.

I understand how important the data is. Allow me to respond to your concern about QuickBooks one at a time. Thus, you'll be guided accordingly and go back to where you left off.

The recurring feature is also available in QuickBooks Online (QBO) Plus, Essentials, and Advanced. You can also create templates for expenses, payments, bills, checks, deposits, estimates, sales receipts, and others. For more knowledge, check out this link: Create recurring transactions in QuickBooks.

If you haven't already canceled your QuickBooks Self-Employed account, you can still use the subscription. Then, get back where you left off.

1. Go to the QBSE log-in page.
2. Enter your User ID and Password. 
3. Click Sign In. 

From there, review the transactions, reports, and other data. If there are missing details, you may import them or manually add them to the system.

If no data exists, I'd recommend contacting our technical support again. They may help you to transfer the data back to your QBSE and troubleshoot your account. Thus, you will not be directly connected to your former QBO Simple Start. Make sure to contact them within business hours to ensure our response to your concerns is immediate.

Additionally, I'll take note of your experience with our support, then forward this to our higher tier. This way, we can improve the services and practices that we can offer to you and other customers. 

For future reference, feel easy to visit these articles below. This page contains the different QBO features and the life of your subscription after canceling them. 

• QBO features comparison
• What happens to my QuickBooks Online data after I cancel?

If you have any enigmas in your account, please share them with me in this feed. I welcome the opportunity to respond immediately. Look out for yourself always.

If the recurring feature is available in the other versions as well, then yet another Rep has given me inaccurate information. Tasha told me that it was only available in the Advanced version. 

I upgraded from QBSE to QBOSS, directly through my QBSE interface. My data was migrated over automatically within several seconds. When I realized recurring invoices were not available in SS, I wanted to switch back. I called customer service and the first Rep who's name I don't have, told me that it was possible and easy to revert back. I explained everything to her. She instructed me to cancel my SS subscription and then go over to QBSE and restart that subscription. She told me that everything would transfer over automatically. That was not the case. After canceling, every time I tried to access QBSE it just redirected back to SS. Seeing as how this was not what I was told would happen, I sought help again.

I called customer service (for the 3rd time) and spoke with Tasha for over AN HOUR AND A HALF. She told me that the previous information given was incorrect. She said I had to "have a higher tier than SS in order to downgrade". So I asked if I had to upgrade in order to downgrade. She said "No, ma'am, the policy says you first have to have a higher tier in order to downgrade". So I asked again, because at this point I was dumbfounded, "so I have to upgrade in order to downgrade?" She repeated what she said again. This woman did not seem to understand that "having a higher tier" meant I had to purchase a more expensive plan with more features, which is an UPGRADE.  After that I just moved on to what she felt were solutions to my problem because I couldn't believe the incompetence.

After SEVERAL long periods on hold where she had to "go find that information", she said it wasn't possible to recover my company in QBSE. She said I could either create a new company and manually import the data, or I can turn off certain features in QBO to make it function like QBSE. When I explained that I was very upset about the entire situation, and wanted to speak with a supervisor, she refused. She kept saying that the supervisor would only tell me the same things she told me. I told her I wanted to talk about the incorrect information given earlier and she talked in circles. I began recording the conversation when she was refusing to honor my request. That was late Friday evening Hawaii time. I am waiting until tomorrow to speak with CS again. I asked repeatedly to either be transferred to a supervisor or given a number I could call. She ignored my requests dozens of times. I have it recorded for proof. I'm going to post it to Youtube so the world can see the incompetence. I finally told her, I need a yes or no answer or I'm going to hang up, can you transfer me to a supervisor or give me a number to call? She began again with her endless tirade of "ma'am, a supervisor will just tell you the same things I did. So I hung up and here I am, still waiting for the situation to be resolved.

I understand your sentiment, ldubk209-gmail-c.

Since this is a public forum, I'm unable to take a look at your account and verify what causes this issue. That said, our Phone Support agents have the ability to do this for you.

I'd recommend reaching out to them again. If you have the case number to your previous interactions with the representatives, you can give it to the new one so you won't have to start from scratch.

You can always visit our Help Articles page for some tips in working with QuickBooks Online. 

Don't hesitate to reach out to us again if ever you need extra help. Keep safe!

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@ldubk209-gmail-c wrote:

I began recording the conversation when she was refusing to honor my request. That was late Friday evening Hawaii time. I am waiting until tomorrow to speak with CS again. I asked repeatedly to either be transferred to a supervisor or given a number I could call. She ignored my requests dozens of times. I have it recorded for proof. I'm going to post it to Youtube so the world can see the incompetence. 

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@ldubk209-gmail-c 

Share the Youtube link here.