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Level 1

Chat window not opening

Why is my chat window not opening, I hvae a question?

Chat window not opening

Hello @hbohannon,


Let me help you successfully open a chat window so you can start a conversation with our live support.


But before we start, can you tell me more about your concern? By sharing a few details, I might able to answer your question while you're still in the Community.


Nevertheless, consider logging in to your account and starting a chat conversation from the Help menu via incognito or private browser. To do so:

  • Google Chrome: Ctrl Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Safari: Command Option P

If it works, have the cache of your browser cleared for a fresh start. If not, let's continue our troubleshooting steps by using other supported browser apps.


You can also visit and check this helpful article in case you'll bump into an issue with logging in to your account: Recover your account when you can't sign in.


Stay safe and let me know in the comments if you have any other questions. 

Level 1

Chat window not opening

My Quick Bks plus canceled 7/2020. I am interested in resubscribing with a lower plan, essential quick books.

Is their a cost for the time period that I didn't use the service (Aug - Oct). How do I determine the cost for the downgraded service?  I have not been able to reach a live person to speak with.



Kristine Mae
QuickBooks Team

Chat window not opening

You can resubscribe by purchasing a new Essentials account, Linda.


Concerning the cost, you don't have to worry about it. If you haven't used the service and your Plus version is canceled, you won't be charged for the unused months. You'll only get charged when you purchase the new account. You can explore our website to select the plan that's right for you.


Although, I also suggest reaching out to our customer care support so you'll be guided by the fees or charges. You can check our support hours and types so you'll know our availability. A heads up, though. We have limited staff due to the pandemic. Rest assured, you'll be taken care of immediately once you can get hold of a live person. Here's how to get in touch:

  1. Click Help inside QuickBooks Online.
  2. Select Contact Us.
  3. Enter "Subscribe to Essentials version" in the description box, then click Let's talk.
  4. Select either Start messaging or Get a callback.

Once you've subscribed to a new account, you'll have to export the reports and lists from the old account and import it in the Essentials version.


If there's anything else that you want to know, you can always drop a comment below. 

Level 2

Chat window not opening

Hi, i have the same problem.

In Incognito mode as recommended by you, chat window opened, but no one joined from QB support side.



Level 2

Chat window not opening

Getting support on QuickBooks is a real problem !!!

I am from India and there is No Phone or Email support also.

Its a big issue and seems we have made a major wrong decision by using QB

QuickBooks Team
QuickBooks Team

Chat window not opening

This is not the impression we want you to experience, unicornventures2. 


I appreciate the time and effort you've spent in trying to contact our support agent. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.


Currently, the option to contact our support agent by phone or email is unavailable for the QuickBooks Online (QB) India version. However, we have various support that can answer your questions. by reaching out to our Chat Support or here in the Community space. You can post here your concern so that I can help you. This way, I can provide you with the resolution which can get you back to working on your business. We also have All-Stars and other users who hang out here in the Community and can provide the answer.


Nonetheless, if you want to reach out to our Customer Support Team, you may send a message via chat. They'll pull up your account in a secure environment and assist you with your concern. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. Here's how:

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose Start a chat. and type in your contact info.

Visit our QBO Help Article page to learn more about running your business in your account.


The Community will always have your back if you need anything else in QBO. Assistance is just one click away. Take care always. 

Level 1

Chat window not opening

I desperately need someone from Risk Management to call me at [removed by moderator] or email [email address removed].

I have opened a new checking account and verified the test deposit. My account still says, "Urgent! We are unable to withdraw funds from your account for a recent transaction. We have sent wire transfer instructions by email. Please contact us to resolve this issue." But I can't get a chat window to open when I click on the ? in the top right corner! The account in Boobear II, LLC dba C-Street Mexican Grill

QuickBooks Team

Chat window not opening

Thank you for letting us know about this matter, @cromartie. Let me help you contact our support team. 


You can request a callback or have a chat with our support team. Here's how:

  1. Go to the Help menu.
  2. Click Contact us at the bottom of the page.
  3. Enter a brief description of your concern and click Continue.
  4. Choose Chat with us or Have us call you button. 
  5. Fill in the necessary information and click Get a call.

I've also added this to guide you with our support hours and types.


If you're still unable to open the help page, I consider following the steps given by @JonpriL. This is to isolate some browsing related issues. 


Meanwhile, I'll be adding this Community resource if you've got other QuickBooks concerns such as setting up payments, managing your income and expenses, running reports, etc. Please refer to this article for more details: Community help articles.


Let me know how it goes. I'll wait for your response to make sure everything is taken care of. Have a nice day.

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