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Contact your QuickBooks Live Bookkeeper

SOLVEDby QuickBooksQuickBooks Online21Updated May 18, 2022

Learn how to contact your QuickBooks Live bookkeeper or a QuickBooks product expert.

If you've signed up for QuickBooks Live Bookkeeping, you can meet with your bookkeeper at regular monthly appointments. Then, throughout the month, you can stay in touch through the Document and Request Center, or get help with QuickBooks from a product expert. Here's how to connect with your bookkeeper or a QuickBooks product expert so you can get the help you need.

Schedule and manage appointments with your bookkeeper

Most businesses meet with their bookkeeper on a live call once a month. These monthly meetings are a great time to get a status update on your books and go over key financial statements. 

There’s no set amount of time you get per month with your bookkeeper, but you can only have one scheduled appointment at a time. That means you won’t be able to sign up for future appointments until you’ve completed your current scheduled one.

Here’s how to schedule a monthly live call with your bookkeeper through your mobile app or your browser.

Schedule an appointment on your QuickBooks Online mobile app

You can make and view your appointments with your Live Bookkeeper directly from your QuickBooks Online mobile app. Here’s how to schedule a new appointment.

  1. Open and sign in to the QuickBooks Online mobile app. 
  2. Select Live Expert and then select Schedule an appointment. Note: if you don’t see Live Expert on your mobile app, make sure your QuickBooks Online mobile app is up to date with the most recent version.
  3. The next available appointment is displayed. If that time works for you, select Schedule appointment. Or, if you want a different date and/or time, select Find a different time and select a date and time that work for you. Then select Continue.            
  4. Enter your first and last name, email address, and the phone number you want your bookkeeper to call you on. If you want text message reminders about your appointment, turn on the Remind me with a text message option. You’ll get a text reminder about 30 minutes before your appointment.
  5. Select Schedule appointment. You’re all set and you’ll see a confirmation of your appointment date and time. 
  6. If you’d like to add the appointment to your calendar, select Add to calendar. Then select OK to confirm.  

To view, change, or cancel your scheduled appointment from the mobile app:

  1. Open and sign in to the QuickBooks Online mobile app. 
  2. Select Live Expert.
  3. You can view your upcoming appointment here. To edit or cancel your appointment, tap on the appointment. 
  4. Select Edit appointment.
  5. You have several options for managing your appointment. 
    • To change the date or time of your appointment, select Choose a different date or time.
    • To change the phone number your bookkeeper will contact you at, select Update your phone number and enter a new phone number. Select Done and then Update phone number
    • To cancel your appointment, select Cancel appointment. Then select, Yes, cancel to confirm. 

In addition to text reminders (if you chose that option), you'll get email reminders about your appointment.

  1. Sign in to QuickBooks Online.
  2. Select Live Bookkeeping
  3. In Live Bookkeeping, select Schedule appointment.
  4. Fill in the required info and select an appointment time. 
  5. When you’re finished, you’ll get a confirmation email and SMS message that your appointment is booked. 

If you need to cancel your appointment, use the link in the confirmation email. You can always see your next scheduled appointment in Live Bookkeeping.

Communicate with your bookkeeper through the Document and Request Center

Between monthly meetings, you and your bookkeeper can communicate through comments in the Document and Request Center. You’ll get an email notification when your bookkeeper leaves a new comment on a request. You can sign in, view the comment, and reply to your bookkeeper. Here’s how to view comments or make a new comment on a document.

  1. Sign in to QuickBooks. 
  2. Select Live Bookkeeping.. 
  3. In the Document and Request Center under the Request tab, select the request you want to view or enter comments on.
  4. Select the Comments field. You’ll see any new comments from your bookkeeper here. 
  5. To leave a new comment, enter your message and select Post.

Chat with a product expert through QuickBooks Live Bookkeeping

Live Bookkeeping Messaging connects you to a QuickBooks product expert. Though these experts can’t give you specific bookkeeping advice, they can answer your questions about QuickBooks or connect you to the right resources for bookkeeping help. Here's how to chat with a product expert. 

  1. Sign in to QuickBooks.
  2. Select Live Bookkeeping.. 
  3. In Live Bookkeeping, select Send a message.
  4. You’ll be connected to a product expert who can answer your questions about QuickBooks or help you get a message to your bookkeeper.

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