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Jdortho
Level 1

Customer support 💭

Tonight I tried to apply for ppp and got directed to a screen that told me there was a problem and to start a chat the very first thing the support person as was for my EIN this made me very uncomfortable. Was this legitimate support or was my software hacked with a phishing scam?

Solved
Best answer April 24, 2020

Best Answers
MaulikH
QuickBooks Team

Customer support 💭

Hey there, jdortho

 

Glad to have you in the QuickBooks Community. More then likely you were speaking to an actual support agent. To make sure that you only reach legitimate Intuit Agents I can help direct you to contacting them through your software.

Just follow these steps:

  1. Go to Help, then click QuickBooks Desktop Help.
  2. Select Contact Us.
  3. Enter your concern, then select Let's Talk.
  4. Choose a way to connect with us: either start a chat or get a callback.

I'm here as well to help in any way possible. If you have any questions don't hesitate to contact me by replying below.

View solution in original post

15 Comments
MaulikH
QuickBooks Team

Customer support 💭

Hey there, jdortho

 

Glad to have you in the QuickBooks Community. More then likely you were speaking to an actual support agent. To make sure that you only reach legitimate Intuit Agents I can help direct you to contacting them through your software.

Just follow these steps:

  1. Go to Help, then click QuickBooks Desktop Help.
  2. Select Contact Us.
  3. Enter your concern, then select Let's Talk.
  4. Choose a way to connect with us: either start a chat or get a callback.

I'm here as well to help in any way possible. If you have any questions don't hesitate to contact me by replying below.

View solution in original post

Jdortho
Level 1

Customer support 💭

Thank you! That is a big relief

JKramer639
Level 1

Customer support 💭

My old computer crashed so I need help getting quickbooks installed on new computer and getting back up files

DivinaMercy_N
QuickBooks Team

Customer support 💭

Thank you for joining this thread, @JKramer639.

 

Let me share the steps in installing your QuickBooks Desktop (QBDT) on a new computer. Before this, make sure that you have a copy of your QBDT license number and product number. 

 

Here's how:

  1. Open a browser and go to this URL: https://downloads.quickbooks.com/app/qbdt/products
  2. From the Download QuickBooks Desktop field, enter your countryproduct, and your QB version.
  3. Once done, click the Search button. install 1-3.JPG
  4. Hit Download
  5. Just wait for the .exe file to finished downloading. install 4-5.JPG

Once done, follow the on-screen instructions for the installation. 

 

Now, when QuickBooks is already installed. Please follow the steps below to restore the backup copy of your file:

  1. If your backup copy is on an external drive, you'll need to move it to your local hard drive first
  2. After moving the backup copy, open your QuickBooks and go to the File menu.
  3. Select Open or Restore Company
  4. Click Restore a backup copy and then Next.
  5. Choose Local Backup and hit Next.
  6. Browse your computer for your backup company file. It should look like this: [Your company name].qbb.
  7. Pick a folder to decide where to save your restored company file. Then click Open.
  8. Select Save, when you're ready.  

For more information in restoring your backup copy, please refer to this article link: Restore a backup of your company file.

 

Also, if you want to create a compact version of your company file  that's small enough to send in an email or put on a USB. You can read through this article for the detailed process: Create and open a portable company files in QuickBooks Desktop

 

Feel free to leave a reply below if you have additional concerns about QuickBooks. I'm always here to help you. Stay safe and take care always, JKramer639.

 

cayenne1227
Level 1

Customer support 💭

i have several intuit accounts.  I downloaded desktop pro 2020 and had to restore my computer to before I downloaded it.  I tried uninstalling it and re installing it to no avail.  the quickbooks page won't even let me log in to my account....it keeps telling me there is no user with that name.  I paid for support and got no support at all.  this email is rediculous....I could have had this problem solved in no time if I could have spoken to someone.  I cancelled my subscription because I could not get any support.  Now I can not revert to my qb 2012 because it said I opened it with a newer version.  I tried downloading it several times and everytime it said my license and/or product # were invalid.  I need some support here!!!!!!!!!!!

Fiat Lux - ASIA
Level 15

Customer support 💭

@cayenne1227 

I noticed your issue in other post. Are you able to find your license in CAMPS?

cayenne1227
Level 1

Customer support 💭

I cancelled the subscription because I could not get any support.....yes, i found the license and it still won;t take it....I cancelled subscription...I did not want to, but I could not get support.....now when I want to resubscribe it wants to charge me 317.00....what is going on here???

Mark_R
QuickBooks Team

Customer support 💭

We don't want you to feel this inconvenience, @cayenne1227. Please know that helping you is our top priority.

 

I appreciate you performing some troubleshooting steps so you can log in to our QuickBooks account. 

 

Since you've got a message that your license number is invalid upon installing it, I highly suggest contacting our Support Team. One of our agents will check on your account and provide you the correct license number you can use for your QuickBooks Desktop installation. And they can also check on the subscription charges.

 

We've recently made an update as to how our customers can get support. To streamline the process, it's done within the product. Since you can't go through to your QBDT account, you can use our test-drive or download a trial version to contact our support using the product. Here's how:

 

  1. Go to the Help menu, then select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Enter your concern, then select Let's Talk.
  4. Select Start messaging.

Please touch base with me here for all of your QuickBooks needs, I'm always happy to help. Have a good day.

Fiat Lux - ASIA
Level 15

Customer support 💭

You mentioned "subscription". If you were using QBD Pro Plus or Premier Plus, once you canceled it, you may have to purchase a new subscription. Consider purchasing a one time license instead.

freshchurchsc
Level 1

Customer support 💭

I am having a MAJOR PROBLEM with my payroll direct deposit and am not able to contact anyone. Neither of the options (chat or callback) are available on my help screen. There is no way to call anyone. I NEED HELP. What do I do? 

Charies_M
Moderator

Customer support 💭

Thanks for sharing this with us, freshchurchsc.

 

What specific help do you need with direct deposit payroll? Please tell me more about it so I can help you find a solution.

 

For the support function, please take note of our operating hours for chat support. Due to COVD19 our phone support staffing is affected. You can still contact us using our char support. If you're unable to reach us, you may try again at a later time.

 

Please see this article for more details: Support hours and types.

 

Here are the steps to contact support:

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Click Contact us.
  4. Hit the Stat Messaging button.
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Be sure to get back to me if you have additional questions. I'd be more than happy to assist you further. Wishing you well.

Joanne Fleming
Level 1

Customer support 💭

RE: Customer account *2826 Billing date Jan 30, 2021-----Need to give you new credit card for QuickBooks Plus Annual Subscription.

RCV
QuickBooks Team
QuickBooks Team

Customer support 💭

Let me help you update your credit card information in QuickBooks Desktop, Joanne Fleming.

 

Let's log in as Master Admin or Company Admin to be able to update the billing information in QuickBooks. If you're not the master admin, I'd suggest reaching out to the owner of the account and ask to update the credit card information. Then, follow the steps below to change the billing information: 

  1. Sign in to camps.intuit.com. Or learn more about signing in.
  2. Find your app or subscription in the Products & Services list.
  3. Select Details.
  4. In the Billing Information section, find Payment Method, then select Edit.
  5. Update your information.
  6. Press Save and Close.

You can also check out the Sign-in Help For My Account article just in case you run into an error when logging in. If the master admin is no longer connected to the account and needs to update the billing information, I'd suggest getting in touch with our Customer Support Team to help you change the information and update the authorized user on file. The following resources are good references to help guide you in removing and adding an authorized user in QuickBooks:

 

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Feel free to reply to this post and I'll get back to you. Have a great day ahead. 

LindaMC
Level 1

Customer support 💭

None of this is working for me. I've tried this to no avail. I've called three times now. Been on hold this time 1 hour. Is there a real person I can talk to????

Joesem M
QuickBooks Team

Customer support 💭

Thanks for joining this thread, @LindaMC.

 

Are you trying to update your credit card information and can't proceed? If so, you'll want to update QuickBooks to its latest release version to keep your software up-to-date so you always have the latest features and fixes.

Here's how:

 

  1. Go to the Help menu and select Update QuickBooks.
  2. Choose the Options tab.
  3. Click the Mark All button, then Save.
  4. Click Update Now.
  5. Check the Reset Update box, then click Get Updates.

 

For more details, you may click this articleUpdate QuickBooks Desktop to the latest release.

 

Once done, try to update your billing information again. Just follow the steps shared by my colleague for the step-by-step guide. You can also check out these articles for more info: 

 

 

If the issue persists, I would suggest contacting our Customer Support Team again. I know you already contacted them, however, only our live support can check your account information with us and review past interactions with our reps. Also, I'll take note of your experience with our phone support so we can submit proper feedback to the management team.

 

If you need help managing your QuickBooks file or account, I'd suggest checking out our articles on our general support page. Select your product under the Topics for a page to view the topics and the corresponding articles. 

 

Keep in touch if you meant something else or if you have any other concerns with your QuickBooks account. I'm always around to help. Have a good one. 

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