I have repeatedly requested support calls via QBO to discuss a payroll issue, but I never receive a call. WHY?

Hi rgstg,

There could be a high volume of requests which's why they are unable to call you immediately. You can also contact our Chat team if you really want to speak with them. They have the same level of access to our client's accounts.

If you have other concerns, feel free to go back to this thread.

@JessT I am not as concerned about being called immediately.  I am concerned about not being called at all.  Meaning: Intuit representatives NEVER call.  I can call in to a payroll number I saved when we originally became a Payroll customer, and I can speak with a Payroll support representative--with varying degrees of success in resolving the issue I am having at the time.  Since the number that I call is no longer advertised ... it seems to me that it's only a matter of time before Intuit shuts down the "customer call-in" support line and forces everyone to use a system that does not work.

Chat support simply does not work.  It never has worked well for QBO/Payroll customers, but recently it doesn't not work at all.  Period.  I tried today, twice.  After I entered and submitted my information to start the chat, the chat window goes blank, and I am never connected with an agent.

This is not the experience I want for you, @rgstg.

I'm here to ensure you get the assistance you need to resolve your concern. Other than phone support, you can also share your concern with us here in Community, and we'll do everything we can to help you out.

You can reach out to our Customer Support Team to call you back via the Contact Us feature in QuickBooks Online. Let me guide you with the steps.

1. Go to the Help icon and then select Contact Us.
2. Enter a brief description of your concern in the dialogue box.
3. Click Let's Talk.
4. You can either select Get a callback or Message an agent to get a representative on the line.

To ensure that you'll be assisted as quickly as possible, I recommend checking our support hours before performing the steps.

If the chat feature isn't working, we'll want to try some browser troubleshooting. 

As you start basic troubleshooting, try the following:

1. Restart your browser.
2. Clear your browser's cache.
3. Add Intuit as a trusted site.
4. Open your browser's private window.
   • Google Chrome: Ctrl + Shift + N
   • Mozilla Firefox: Ctrl + Shift + P
   • Internet Explorer: Ctrl + Shift + P
   • Safari: Command + Shift + N
5. Try a different browser to see if it works.

I want to make sure you get the help you need. Let me know how this troubleshooting goes, or if you'd like to try to resolve your issue here in the Community! Take care.