cancel
Showing results for 
Search instead for 
Did you mean: 
slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

 
9 Comments
Nick_M
QuickBooks Team

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

Hi slgillespie. 

I'm happy to help you downgrade your account. I know you mentioned attempting to downgrade many times and getting an error, below I'm providing the steps necessary to downgrade, so I suggest trying these and if the issue still occurs, then you'll want to reach out to our support team as they have the tools dive into your account specifically and see what's going on. 

  1. Go to Settings ⚙ and select Account and Settings.
  2. Select Billing & Subscription. Make sure your payment info is up-to-date.
  3. Select Downgrade your plan. If you can’t see this option, follow this link to downgrade.
  4. Select Choose Plan.
  5. Review what's changing with your new plan.
  6. When you're ready, select Continue or Submit.
  7. Review the billing details.
  8. Select Change plan, then Done.

I'd also recommend checking out the following link on how to downgrade your QuickBooks plan. As it includes the steps above as well as much more information. 

 

If these steps didn't resolve the error you're getting, then you'll want to reach out to our support team. here's how:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

 

If you have any other questions or concerns, feel free to post them below. Thank you for your time and have a nice afternoon. 

 

slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

I just posted a rather URGENT reply and yet do not see it here -- did it post??

 

Thank you!

slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

Someone called saying they were from QBO and then when they said my request had to be elevated to Tier III support and I had to pay for it they then disappeared and have not called back! Is that a scam call or did QB call? I'm very concerned. AND I did not authorize any Tier III support -- I asked what that was all about and it appears he hung up. Please advise ASAP. How do I lock down my QBO account?

JasroV
QuickBooks Team

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

Thanks for sharing this incident with me, @slgillespie.

 

We don't usually bill users who seeks assistant. However, we may occasionally do outbound calls. If you received one of these calls, you shouldn't be asked for any private information.

 

To avoid these scam phone calls in the future, I highly recommend not to include any sensitive details. Example of this are personal/business phone numbers, bank/credit card information, and email addresses. 

 

You can also check this link to learn some tips on how to protect your business from fraud: Protect your business and data from fraud.

 

Rest assured, as long as you didn't provide any information to the caller, your QuickBooks Online (QBO) account is safely secure.

 

However, if you wish to close your books, you can refer to this link for the detailed steps: Close your books to lock past transactions.

 

Please let me know if you need further assistants with your QBO account. I'm just a few clicks away from you. 

slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

Thank you for that information -- I had put in a request to be called and the person who contacted me had me get in my account and give them my Company ID number. It was when we got to the billing part it seemed "off" -- he said my QBO hadn't been updating and that is was a Tier 3 Support issue which I had to pay for it -- when I asked about the charges and said I wasn't going to do that he hung up. If this wasn't QB then someone accessed the request I put in via the online portal today to be contacted and phoned posing as a QB person which isn't good for any of us. Is there any way to confirm the 800 number I was called from as belonging to your company?

slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

I don't know why I can't see the messages I'm posting -- I did submit a request to QBO for a call today so the call wasn't that random. Is someone accessing your system?????

Fiat Lux - ASIA
Level 15

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

@slgillespie 

Did you enable the multicurrency feature and now do you need downgrading to QBO SimpleStart?

slgillespie
Level 1

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

I do not have multi-currency and never used it -- I just wanted to downgrade due to the high cost of features I no longer need.

 

Right now I'm still investigating how scammers called on the same day I put in a request to QB to call me. Very unsettling. Not sure they can do anything with my company ID although I am hoping the employees of QB who also posted will answer very soon!

Fiat Lux - ASIA
Level 15

Every time I attempt to downgrade I get a 'something went wrong' message -- this has been ongoing so many times that now this month I'm charged again at the higher rate.

As preventive action, change your password. Then open your account on incognito/private browser to try downgrading your plan.

Need to get in touch?

Contact us
Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up