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LML16
Level 1

lack of support

I recently purchased QB desktop for a business I'm just starting.  I upgraded and got the 90-day support because I knew I'd need help setting up QB and I also got the enhanced payroll.  Well long story, the first day I finally got someone to help me set up the basics but they then said I had to do research on my state and withholding, etc.  I did this and filed for all of my accounts, etc.  I went today to try to find the support option to connect (which the previous support person said was in the Tool Hub) and there's no option to connect to anyone in any way, just endless loops of the type of problem you have which never leads to an agent.  Also told to connect from within QB but that doesn't work either and the number given is for online version which says to connect online and then the number disconnects.  So basically I just paid $90 for nothing with no way to get help.  I thought it was in the Hub but there is literally no way to access help from within.  Am I really the only one that needs/paid for help with QB?  

3 Comments
AileneA
QuickBooks Team

lack of support

This is not the kind of service we want you to experience, @LML16. I want you to know that helping you is our priority. Alternative way to get in-touch with our Customer Support Team for further assistance. As they have the tools to pull up your account in a secure environment and answering any questions you may have.  

 

Due to the outbreak, we have limited staffing and have reduced our hours to 6:00 A.M. -6:00 P.M. PT Mon-Fri and some products will only have chat support during this situation.  Rest assured, we will resume normal hours as soon as possible. 

 

Here's how to connect with our Customer teams: 

 

  1. Sign in to your company account, then click Help.
  2. Choose QuickBooks Desktop Help.
  3. Hit Contact Us
  4. Enter the question in the description field, then click Search
  5. Select either Message Us or Call Us.      

 

 

 

 

 

 

 

 

 

Please take note that it may take a few minutes to connect with our agents as we are receiving a high volume of calls and messages.    

 

Also. I suggest visiting our Blog site. This is where we share recent happenings and future developments, such as updates to newly added features. Here's the link: The QuickBooks Blog

 

Please know that the Community is always here to help you out to make you and your business easy and functional.

LML16
Level 1

lack of support

THAT DOESN'T WORK.  As I've previously stated, from my local QB desktop I don't have the get support option that you want to say is there even though this is a BRAND NEW PRODUCT!  Also when I try to get online support it's an endless loop of asking what version I have even though I'm signed in and I never get anywhere to select call or message!  

ChristieAnn
QuickBooks Team

lack of support

Hi there, LML16.

 

I can share some information on how to fix your issue so you're able to get the support option in QuickBooks Desktop.

 

We haven't received any similar reports about this issue. For now, I suggest updating QuickBooks to the latest release. Doing this, help ensure your software is up-to-date.

 

Here's how to manually update your QuickBooks:

 

  1. Close your company file(s), then close QuickBooks.
  2. Right-click the QuickBooks Desktop icon on your desktop, then select Run as administrator.
  3. While on the No Company Open screen, go to the Help menu, then choose Update QuickBooks...
  4. Go to the Options tab, select Mark All. then select Save.
  5. Go to the Update Now tab, then mark the Reset Update box.
  6. Select the Get Updates button.
  7. When Update Complete appears, close QuickBooks Desktop.
  8. Reopen QuickBooks Desktop. If you get the message to install an update, select Yes.
  9. When the installation is complete, restart your computer.

 

For additional information, you can check this article: Update QuickBooks Desktop to the latest release. This also provides steps on how to set up automatic updates.

 

Please refer to this article on how the new features in QuickBooks Desktop Pro and Premier 2020 and Enterprise 20.0 can help you running with your business: What’s new in QuickBooks Desktop 2020.

 

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

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