An existing case

Hello there, @PB2250. We appreciate your interest in our community, which serves as an open forum platform. We would like to inform you that we do not have access to account-related concerns or specific user information. 

If you have any general questions or need assistance with non-account-related matters, we would be more than happy to help. Our community members are knowledgeable and supportive, and they can provide valuable insights on a wide range of subjects. Let me route you to the proper support to assist you further.

To make a follow-up on your case,  I recommend reaching out to our Customer Support Team. Do the following actions to get there:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chat box, select Talk to a human and choose I still need a human.
4. Select Contact Us.

If you wish to contact our support directly through their phone number, you can check out this article: Support hours and types.

Also, QuickBooks offers self-help articles that will guide you to finish your tasks in no time. To start browsing, go to our QuickBooks help page at this link.

Know that I'm just a few clicks away if there's anything else you need assistance with QuickBooks. I'll ensure you're all set.

I did try the self help assistant but it kept telling me it was having technical difficulties. I tried varies times for 2 days. Finally I just sent the file as an attachment but haven't heard if support has received it or not. I was just wanting someone to walk me through how to do it in the first place. I had sent it once but then when I'd try calling it said my case was closed.  Very disappointed in the service for Quickbooks anymore.

I appreciate you for taking the time to share your experience, @PB2250. We strive to offer the best solution possible, and the disappointments you've described are not what we want. Let me chime in to ensure you'll be able to get the assistance you need in correcting your file in QuickBooks Online (QBO).

Currently, there's an ongoing investigation into the issue of being unable to use the assistant feature in the Help section of QBO. Rest assured, our engineers are diligently implementing measures to provide a fix at the earliest time possible. 

Since you're unable to reach out to our customer support team directly within QBO, don't worry. You may go to this article so you can contact them outside the program via chat: Contact Payroll Support. Then, click the QuickBooks Online Payroll dropdown and refer to the Chat with us online section. 

Once connected, you may request updates if they received the file and continue with the correction. At the same time, you may also ask them to include you in the list of impacted users so you'll receive email notifications about the investigation status. 

Additionally, it's advisable to run reports in QBO to access important payroll information, which is beneficial during the filing of taxes. 

Your patience and understanding are greatly appreciated as we're working hard to resolve your issue. Let me know whenever you have additional questions about making payroll amendments in QBO, and I'll return to this thread promptly to provide further assistance. Keep safe.