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userss3378
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

 
10 Comments 10
katherinejoyceO
QuickBooks Team

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

Thanks for your first post here in the Community, @userss3378

 

At the moment, the option to connect with us is through chat, callback, and ask us here in the Community.

 

If you can share with me a little bit of information about your concern, I could be of help. 

 

However, if your concerns require us to pull up your account information, I can guide you on connecting with us differently. Here's how: 

 

  1. Click this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select Continue, then log in to your QuickBooks Online account. 
  3. Select Contact Us, then enter your concern briefly in the What can we help you with? field. 
  4. Click Continue, then select Send a message
  5. Enter all necessary details in the fields to complete the form, then click Continue

 

It may take a while for our available representative to join the chat session. I'd suggest having your company information handy for quick verification. 

 

For future reference, you can also check out our available resources in the QuickBooks Articles hub. You can also search for relevant topics answered by our Community team and other users or find articles for some easy steps. 

 

Feel free to post again, @userss3378. I'd be delighted to answer your next questions. 

 

 

userss3378
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

Your reply "At the moment, the option to connect with us is through chat, callback, and ask us here in the Community." wasn't quite helpful, since what I tried to explain in my previous message was that the "chat" and "callback" options give me an error message when I try to use them. 

 

When I am signed into quickbooks, where is the "Contact Us", and is this different than the "chat" and "callback" options under the "Help" button? 

 

In terms of my issue, its a bit lengthy to explain the details. But in short, my company has tried to change the primary account manager of our Quickbooks account (and have followed the online instructions to do so, with all requested documentation), but our request has been denied (with no explanation for why). 

Ryan_M
QuickBooks Team

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

Hi @userss3378,

 

Thank you for your prompt reply. Let me provide additional details on what my peer @katherinejoyceO stated above.

 

I also appreciate you for sharing details on your current situation. I also suggest you contact our Technical Support team for assistance with your query, since it requires an exchange of personal information. Within QuickBooks Online (QBO), you can click the Help menu if you wish to get a hold of our Technical Support team. The Contact Us button is visible at this point. 

 

Since you mentioned that you receive an error when you click on these options, follow the steps below:

 

  1. Open your browser's private window. It isolates the cache, which is a common cause of unusual behaviors in browsers.
    • Google Chrome: Ctrl + Shift + N
    • Microsoft Edge: Ctrl + Shift + P
    • Firefox: Ctrl + Shift + P
    • Safari: Command + Shift + N
  1. If that works, go back to your regular browser and clear its cache
  2. Otherwise, open a different browser that's available for you. 

You can also keep this article for reference: QuickBooks Online Support. It's a step by step guide on how you can contact technical support, along with their operating hours. 

 

Hit the Reply button if you have other questions about this process, and I'll get back to you. 

userss3378
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

I tried multiple browsers and the private version, and I still I keep getting the message "Something didn’t work. Try again or come back later." for the call back and message options. 

 

Don't tell me "I also suggest you contact our Technical Support team for assistance with your query" if there is no feasible way to actually get in contact with a human in the technical support team. I insist on speaking to someone. Please help me do this. 

userss3378
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

I have tried multiple browsers and the private window of chrome, and I am still getting an error ("something went wrong. please try again later") when trying to use the "call back" and "message" options. 

 

It's not helpful for you to say "I also suggest you contact our Technical Support team for assistance with your query" when there is no feasible way in your system to actually contact a human being. Please help me contact someone to help with our technical issue. We have been trying to get this resolved with Quickbooks for months, including multiple attempts on our part to reach out and get help. This is getting ridiculous. 

SashaMC
Moderator

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

Thank you for reaching back to us, userss3378. I appreciate that you took the time to use the private browser and tried multiple browsers. Since you are still experiencing problems, I would like you to do this in a test drive account to connect with us. I will be attaching the link and follow the same instructions as mentioned by the previous agent.

  1. Confirm that you are not a robot and proceed to the test drive.
  2. Go to the Help icon at the top of the page.
  3. Click Contact Us.
  4. Write your question about the master admin claim.
  5. Choose the call back feature to connect with us.
  6. Add your contact information.

This will get you in contact with us. Please let me know how the conversation goes. If there is anything else I can assist you with, don't hesitate to comment below. I hope you enjoy the rest of your day!

Scott Steinschneider
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

I did everything listed here. However, in step 5, you write "Choose the call back feature to connect with us." The callback feature is not available, just "Community" and "Messaging". Therefore, I selected Messaging. When I did this, it did in fact work (and says help is on the way). 

Scott Steinschneider
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

I have followed the steps you listed here. However, at step 5, when you wrote "Choose the call back feature to connect with us.", the callback option was not an option. Only "Messaging" and "Community" was available. I chose messaging, and it did in fact work. 

VRP
Level 1

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

I have a problem that has not been solved even though I have chatted multiple times.  I can't find a "call back" option.  I cannot believe this is so hard!!!!!!!!!!!!!!!!!!!!!!!

Joesem M
QuickBooks Team

Can I speak with someone on the phone? The Message and Call Back services keep saying "something went wrong, try again later". I've been trying again later for an hours

We don't want you to feel this inconvenience, @VRP.

 

I completely understand the urgency to resolve your issue with our chat support team, so you can get back to business.

 

QuickBooks have made some adjustments to our Support options because of the ongoing pandemic. Our representatives are available through chat or messaging to accommodate all our customer's concerns effectively.

 

To make sure that you get the right support, you can check our product and services support page. From there, choose the product your using, so you can get help immediately: Contact QuickBooks products and services Support.

 

Meanwhile, you can also provide us the details about your concern. We might be able to resolve this without contacting our support team. 

 

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

Feel free to leave a comment below if you have other concerns. I'll be around whenever you need help.

 

 

 

 

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