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hershbergerpaint
Level 2

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Hello, I am an online customer and need assistance with payroll but all the online help functions have been shut down and don’t provide any options for online chat or messaging. This is a poor excuse for customer service. Please respond with a direct line of support or I will begin considering other accounting options. Doug Hershberger Painting Inc.
6 Comments 6
Candice C
QuickBooks Team

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Good Morning, @hershbergerpaint

 

This isn't the impression I want to leave you with. Since you're not able to click on the Start a chat feature in the help page, then let's try this link that takes you directly to the QuickBooks Online Payroll chat page. From there, enter all required information and then press Submit to start the conversation with an expert. 

 

You can also check out the other options for you to get in touch with our Customer Support Team. Here's how: 

 

  1. Go to the Help icon in the top right-hand corner. 
  2. Tap the Contact Us button. 
  3. Type in your question and hit Let's talk
  4. Scroll down and choose to Get a callback or Check availability

You can always ask your question here in the QuickBooks Community. We're always here to have your back. 

 

Let me know if this does the trick. I want to make sure you get the support you need to fix the issue as soon as possible. Happy Monday!

melissaluce2
Level 1

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Well, that's the way I typically ask for help. Could not get assistance yesterday and today a message pops up saying next availability Tues 6am-6pm. Really Intuit, no help available Monday morning. AND the reason I need support is because the bank feed is not recognizing matching transactions I entered last month. I can't reconcile bank account and 1st quarter financials are due for a board meeting!

Rejeil_O
QuickBooks Team

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Hello there, @melissaluce2.

 

Let me step in and assist you with your concerns.

 

Please know that the support hours of Plus, Essentials, or Simple Start are from 6:00 AM - 6:00 PMMonday to Friday. Then 6:00 AM - 3:00 PM on Saturday. And, if you're using the Advanced version, you can contact us any time on any day.

 

For your bank feeds, QuickBooks won't be able to recognize your transactions that are automatically matched. You'll have to match your bank activities manually.

 

If you've already downloaded your bank and credit card transactions, you can review it before matching it manually in your book.

 

QuickBooks matched the downloaded transactions with one you already entered. This way, it will link the two activities so there will be no duplicates. Please make sure the match is correct.

  1. From your bank feeds, select the transactions you want to match to expand the view.
  2. Review the Record founds. These transactions are ones you already entered in QuickBooks.
  3. Click the link next to each record to get more details.
  4. Check the Deposit to field.
  5. Hit the Match button when you're done.

 

You may read this article to help you review the transactions you've matched: Categorize and match online bank transactions in QuickBooks Online.

 

I've also added an article in case you need help downloading your bank transactions manually: Manually upload transactions into QuickBooks Online.

 

If you have additional concerns, please don't hesitate to leave a message in the comment section. I'll be happier to help. Take care, and have a good day.

hershbergerpaint
Level 2

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Respectfully, even during the open hours you stated, it only says there is none available and lists the next business day's hours.

hershbergerpaint
Level 2

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Actually, if you read Melissa's posts, even during "open hours", it indicates you aren't available and will be during the next "open hours"

hershbergerpaint
Level 2

Both messaging and online chat have been unavailable now for at least a week since I've been checking. Please provide a way for support with your customers.

Returning to this because I STILL cannot seem to make contact with support. I've tried your chat link, which takes me to a new completely blank page, the "Help" button, which offers me chat and callback assistance, both of which do not work - the chat box is a dead link and I have yet to receive a callback over the 3 times I've tried.

 

All I need to do is use the payroll service I thought I had subscribed to and have been paying for. Yet, when I go in to run payroll, it informs me it's NOT activated and gives me a link to call you to activate it. Unfortunately that link ALSO is dead and leads to a generic community popup box.

 

Guys, this is ridiculous. You have until the end of the year to make getting support a better experience for this business who is paying nearly $100 per month for your service. 

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