Paid for Contractor Add-On That Never Worked – 11 Calls, 20+ Hours, No Resolution

AlexDudash · ‎April 02, 2026

I’m posting here after exhausting every possible support channel. At this point, I’m hoping this gets the attention of someone at QuickBooks who can actually resolve the issue.

I run a sole proprietorship and have been paying for the contractor add-on specifically to pay contractors via direct deposit. The problem is: it has never worked. The system does not allow a sole proprietor to use this feature as expected, despite the fact that I’ve been paying for it.

Here’s what I’ve experienced:

11 separate calls to QuickBooks support
Over 20 hours spent on the phone
Repeatedly explaining the same issue to different agents
Multiple promises of follow-up that never happened

At one point, my case was escalated to the software team. They then closed the case due to “lack of information.” When I followed up, I was told the missing information was supposed to come from their internal team, not from me. In other words, the case was closed due to an internal failure—not because I didn’t provide what was needed.

I attempted to reopen the case and was told that wasn’t possible.

Since then:

I’ve been unable to get confirmation if my issue is even being worked
The only person who followed up (Dakota) has stopped responding
Submitting feedback through QuickBooks has resulted in no response

To be clear: the individual support agents have generally been polite. This is not a people problem—it is a systemic failure in escalation, ownership, and follow-through.

All I have asked for is:

A working contractor direct deposit feature (that I’ve been paying for)
A refund for the time I’ve been billed for a nonfunctional service
Clear communication and accountability on my case

Instead, I’ve spent 20+ hours with no resolution and no visibility.

At this point, I cannot recommend QuickBooks to other small business owners. If you run into an issue, be prepared for it to go unresolved while consuming a significant amount of your time.

I’m still hoping someone from QuickBooks will step in, take ownership, and resolve this properly.

Candice14 · ‎April 02, 2026

Hey there, @AlexDudash.

We appreciate you coming here with your concerns.

I understand it's been incredibly draining to spend over 20 hours on the phone without seeing the results you need. You’ve put a lot of work into resolving this, and it’s clear we haven't met the mark in supporting your business.

To get this moving in the right direction, I’m personally handing your case over to our Next Level Help team. They’ll dig into your Community comments and full support history so you don't have to start from square one again. An expert will review everything and reach out to you within 1-2 business days to walk through the next steps.

If you have any other questions or concerns, just let me know!

AlexDudash · ‎April 15, 2026

Update 15 April 2026:

April reached out to me on 6 April 2026. I was unavailable and she left a voicemail. We scheduled a follow up phone call via email for 7 April at 12 PM Central (1 PM Eastern). I set time aside at work to take this call. There was no call. I waited 15 minutes before returning to work. Still no call. I received a call from Brian at 1231PM Central (131 PM Eastern), 30 minutes after our scheduled time. I did not answer the call. He left a voicemail explaining to me that in under 24 hours my case was already reassigned to him. I imagine the abrupt reassignment of the case from April to Brian caused the miscommunication. Brain and I eventually organized a time for a phone call and he was punctual each time. In fact, he worked with me to find times that worked for my schedule. This was appreciated.

On the first call, I explained my issues. One of the issues was a refund request made through Intuit's refund request portal. The agent who took this refund closed my case stating only that I needed to call customer support. I do not believe the agent read my refund request because I had explained at length the number of calls and hours spent with customer support without any resolution. The product has not been working as advertised for the entirety of paying Intuit therefore I was requesting a request. This seems fair however the Intuit refund agent must not agree.

My second issue was the feedback tool on Quickbooks Online. Customer Service told me I could write my issues and concerns and someone would reach out to me. Over a month later no one has. Brain stated that this was feedback for new features and not for issues regarding the software or customer support. Perhaps Intuit should share this information with the rest of their support team.

My third and most pressing issue is that you can not direct deposit your contractors if you are a sole proprietorship. This has been my ongoing issue for months now. I explained the myriad of troubleshooting I was instructed to do. Brain explained he would look into it further.

There was another call or two between Brain and I since then. We have also set up for a recurring call on Fridays while he looks into the issue and is supposed to provide updates from the software team on the issue. This take us to today. I have not heard anything regarding my refund request and my initial issue remains unresolved without any timeline. In short, I am in the exact same position I was in when I wrote my initial post.

I am not the first sole proprietorship to try to pay contractors with direct deposit. Intuit must have known about this issue prior to my experience. If the program doesn't work as advertised then please state that and please instruct your support staff to tell customers the software is not working as intended. Currently, the product advertises that it does work with sole proprietorships. It does not. Furthermore, the NextLevel help team has provided no additional support or information since they began their involvement. (Note: Brian has been very polite and I think he is trying his best).

As of this update I cannot in good faith recommend QuickBooks Online to another business. Their customer support processes have given me an extremely negative view of this company and their ability to address customer concerns. I am still hopeful for resolution and will update this post so that others can follow along and draw their own conclusions about Intuit, Quickbooks, and their customer service.

SIAB · ‎April 15, 2026

If you are not lucky with the add-on, explore another way to pay your contractors. You can use Melio as anohter option and start with their free plan.

https://quickbooks.intuit.com/learn-support/global/manage-suppliers-and-expenses/pay-bills-online/01...

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Paid for Contractor Add-On That Never Worked – 11 Calls, 20+ Hours, No Resolution