Online backup stuck for days now, no way to get status or cancel

Are you using QB Desktop? Have you try to backup locally? 

Quickbooks Online Advanced using the Backup Company Online feature. 

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Thanks for the clarification, @aleksey_m.

Did you migrate your company from QuickBooks Desktop to QuickBooks Online Advanced?

Some data may come over that isn't readable in QuickBooks Online. That means the Online Backup and Restore feature won't save it. As the result, it keeps continuing the backup session.

It takes about 30 - 40 minutes to copy a company and 5- 10 minutes to restore your data. It only takes several hours depends on the amount of entries you have.

There are lists of events that can and can’t be backed up. You can check out this reference to learn more about it and how to use the backup and restore features accordingly.

If you want to use existing QuickBooks Online Advanced company data to start a new one, you don't need to use a backup. Instead, you can create a copy of an existing company and overwrite a blank one. Here’s how:

1. Create a Company Z, which should be empty and give a unique name.
2. Sign in to Company A.
3. Go to the Gear or Settings, then select Back up company.
   
4. Select Copy from the menu, then click New Copy.
   
   
5. Click Company A in the Copy from the dropdown.
6. In the As-of field, select the date and time of the backup you want to restore.
7. In the Copy to dropdown, select Company Z.
8. Select Create copy then Copy to confirm.

I’ve attached a link where you can master the QBO Advanced features. This resource center has free and live webinars. You can select each to view them. You can also click Register now to learn more about the tools that make your business more productive as you grow.

Don’t hesitate to leave us a message if you need additional assistance. My door is wide open for those who want help.

Thank you so much for your response! 

I tried the copy feature exactly as you described it! It's been over 30 hours now and hasn't finished. Screenshot of the company attached

Thanks for getting back to us, @aleksey_m.

To isolate this issue, let's perform some browser troubleshooting steps. First, let's try accessing your QuickBooks Online (QBO) account on the incognito window. This way, we can check if it's a browser-related issue. Here are the keyboard shortcuts:

• Control + Option + P (Safari)
• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)

Once done, back up your company file again. If it works, we have to clear your browser's cache to optimize your browsing experience. You can also try using a different browser. Here's the link: System requirements for QuickBooks Online.

Also, the speed of recording the backup depends on the company file size and speed of their ISP.

You can check it here in making a copy of your QuickBooks Online company.

Feel free to visit our help articles in case you have any other QuickBooks concerns in the future: Help articles for QuickBooks Online.

Don't hesitate to drop a comment below if you have other questions. I'm more than happy to help. Take care!

There really isn't a "file". I'm not backing up to a file or local, so not sure what an ISP has to do with it. Also, I tried not just from incognito/clear cookies & cache but different machines as well.  It's online, so the backups appear everywhere. 

See the screenshots I'm providing. The first shows the successful backups of the main company (source). The two gray jobs have never finished and show running for over 3-4 days now. 

The second screenshot is the copy procedure. Again, it's copying company 1 to company 2 and nothing is downloaded and all done online. Note the job never finished. 

And the last screenshot is what is shown when you click view on the copy job. 

Was there ever a resolution on this?  I am having the same issue and have been for the past two weeks.  I have been online with support for a total of 4 hours regarding this and cannot get a resolution.  Last time I was on hold for 2 hours and the support rep couldnt get anyone on the line from his upper management to assist.  I cannot get a time for a call back as apparently they are backed up in support.  I NEED a resolution ASAP, this is affecting my business. 

Thanks for joining the Community, Dstamp.
 

I've reviewed our investigation record about the problem with online backups running for multiple days with no status or error messages being displayed. Currently, it's listed as resolved.
 

Since you're still encountering this unexpected behavior, I'd recommend getting in touch with our Customer Care Team and providing them with the investigation's case id (INV-48220). This will help the agent you're working with to better understand what you're contacting Intuit about. They'll be able to pull up your account in a secure environment, conduct further research, and reopen the investigation if necessary. In the event you're added to our case as an affected user, you'll be notified through email about any updates pertaining to it.
 

Detailed steps for reaching them, along with their support hours, can be found in RCV's post.
 

I'll be here to help if there's any additional questions. Enjoy the rest of your day!

Spent a lot of time with support and they admitted that there is a bug that prevented this from working and we'd be notified when it's fixed. 

Now you are saying contact support and go over this entire process again? 

Thank you for this information, @aleksey_m.

Once you had connected with Support and had your account added to the list of affected users, you don't need to reach them out again. You'll automatically receive email notifications of the updates.

Moreover, you can also check out our blog to stay current with the latest QuickBooks news and feature enhancements. 

Here's the link: The QuickBooks Blog.

For more tips, while working with QuickBooks, you can also check out the topics from our help articles.

You're always welcome to come by the Community if you have any other QuickBooks concerns. It's my pleasure to help. Keep safe!

Having the same issue.  Several days and hours on support chat and phone calls, no resolution.  The last person I spoke with said they would have engineering get in touch with me.  That was 2 days ago and nothing since.

Thanks for reaching out here in the Community, @jory_r.

I appreciate your efforts in reaching out to our support team to get this online backup concern taken care of. I'd like to share some updates regarding this issue and get you pointed in the right direction.

QuickBooks Online Advanced is now able to create a backup of their company data with no issues. Know that it takes about 5 - 10 minutes to restore your data. Depending on the amount of data, it can take up to an hour.

However, if you're still unable to do so, I recommend contacting our Customer Care Team again. I can see and understand that you've reached out to them already, but they need to check on your data and verify the reason why you're not able to create a backup.

When contacting them, please provide the investigation number (INV-48220) as the reference of your call.

Here's how to do that:

1. Click on Help at the top menu bar.
2. Hit on the Contact Us button.
3. Enter a brief description of the issue in the What can we help you with? box.
4. Press on Let's talk.
5. Select on Get a callback.
6. Key in your contact details, then tap on Confirm my call.

Lastly, to guide you in creating and restoring backup in the system, you can always use this link: Learn how to back up your company data at specific points in time.

Just leave a reply below if you have any other concerns about backups or with QuickBooks. I'll be around to help you out. Have a good one!

This still doesn't work for me.  I have talked with support over the last 3-4 days and they admit there is a problem.  It just spins and never backs anything up.

Thank you for replying.  I initially was trying to make a copy of QBO company.  Intuit informed me the best was to do this was to upgrade the source account to Advanced, which they promptly charged me for, and use this procedure: https://quickbooks.intuit.com/learn-support/en-us/back-up-data/make-a-copy-of-your-quickbooks-online...

After enabling backup in step 2 of the procedure the tool indicated the backup had started but never it completed, just 4 spinning green dots.  Several chats and phone calls with customer care where they had me try many different scenarios to troubleshoot, taking several hours of time, without resolving the issue.

After your reply I initiated another call and this time was told this is a know issue that was being worked on, but it could take a couple of weeks to resolve.  They emailed a workaround procedure (I'll be happy to forward the message) which involved:

1. downloading and installing qbs desktop pro

2. connecting the qbo account to exportmybooks app and exporting for qb dt pro

3 importing the resulting file into qb dt pro and exporting to qbo.

The customer care rep said it would take awhile, and did it ever.  However, when I got to step 3 exportmybooks wanted to charge $450 to import their file.

In summary, to achieve the goal of copying a company, Intuit is charging me for a product upgrade they recommended with backup and restore, which doesn't work, and the workaround they recommend for their defective product would cost another $450.  And I'm already out several hours of work.

Please don't send anymore "how to" procedures or screen shots.  Please fix the otherwise great product we've been using here for 16 years.

This isn't the kind of service we want you to experienced, @sledford.

I've checked the INV-48220 ticket and it's already been close and mark as resolved. Since you're still experiencing the same result, I recommend contacting our Customer Care Support again.

That way, they can re-open the ticket and investigate further. They can also add your company to the list of affected users and will receive an email with the resolution status.

Just follow the steps above that my colleague @BettyJaneB has provided.

Please know that you're always welcome to come back if you have other questions or concerns with your account. I'll be around for you. Take care and have a good one.

Did you ever figure this out? Mine has been spinning for 24 hours now...billing cycle in a couple of days. Would rather not pay for another month when I am actively trying to transfer account and there are issues on their end!

I'm having essentially the same problem.  Did anyone ever get a resolution to this?  Online support just tells me the copy, from one company to a new company, shows "still in progress" and to just wait.  But nothing in the backup details like invoices etc is showing anything new taking place.  Just sits there and spins.

Hello, @lmatch. This isn't the kind of service we want you to experience.

Upon checking, I found out that there's still an ongoing issue related to QuickBooks Online backup is in progress. Please be assured that our engineers are aware of this issue and are actively working on a solution to restore seamless functionality for you.

Meanwhile, we recommend reaching out to our customer support team to ensure that you are added to the list of affected users. This will enable us to notify you via email as soon as any new information or updates become available. Here's how you can contact our support team:

Here's how to connect with them:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue (online backup in progress), then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

If you need to undo recent changes in your company file or lost your data, refer to the following article for detailed guidance in finding and restoring your backup company file: Restore your backup company file for QuickBooks Desktop. 

Keep me posted if you still have questions about creating a backup file by leaving a reply below. Take care and have a wonderful day!

Clear cache, try a different computer, try different browser. That's how I got mine unstuck so I could cancel. Quickbooks support could not cancel it.