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Geoff14
Level 1

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

I've been using QuickBooks online since 2014. This might be the second time I've ever had to contact support, but it seems non-existent. Of course, there is no phone number, but the chat available is always closed also. 

I've been trying since Monday to contact support via online chat, but it always says it's closed and the next available window is the next day from 6:00am - 6:00pm. 

Is this happening to anyone else?
If so and you can't get any assistance, what other accounting software are you looking at?

I appreciate any and all responses. 

Screen prints from today, Thursday 10/15/2020 at 8:20am EST:

 

1.jpg

6 Comments
MarsStephanieL
QuickBooks Team

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

Hi there, @Geoff14.

 

Thanks for taking the time to post in the community. I've checked if there's any related issue about not being able to contact our Messaging support within the support hours and haven't seen one.

 

For now, I'd suggest using our Test drive to reach with one of our live agents. Here's the link for more details: Test drive QuickBooks Online.

You can also share with us why you'd like to contact our support. We're able to answer any product specifics except account verification, subscription management, deposit trace, and investigations.

 

I've added this article for your future reference about tracking specific aspects of your business: Run reports in QuickBooks Online.

 

You can always get back in this thread if you need further assistance. I'd be happy to lend a helping hand. Take care.

Geoff14
Level 1

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

Good afternoon, 

 

To be clear, I have a paid subscription including payroll. But are you saying if there is an issue within QuickBooks Online that I should try the Test drive QuickBooks Online? I'm not sure they could help me if they can't see my account. 

 

To answer your second question, I have a post I made just previous to this with my issue. 

  • Basically, I follow all the steps to re-reconcile a deleted journal entry on a bank statement from March this year, but it won't re-reconcile and so it's thrown my starting balance off and I can't balance my books. 
Ryan_M
QuickBooks Team

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

Hi @Geoff14,

 

Thank you for your prompt reply, as well as for sharing additional information on your situation.

 

Since you already followed the steps provided on a different post you made for a deleted journal entry, then I suggest contacting our Technical Support team for assistance. They can investigate further as to why you experience this issue.

 

Here's how:

 

  1. Log in to your QBO company.
  2. Click the Help menu.
  3. Select Contact us.

 

As for your other concern, you can use the test drive for QuickBooks Online (QBO) in case you're unable to access your QBO company.

 

You can keep this article as a reference as well: Support hours and types. It's a complete list of all available support departments for Intuit products, as well as their operating hours. Please note, all hours listed are in Pacific Time. 

 

I'll be around in case you have other concerns. Place them in the comments below, and I'll get back to you. 

Geoff14
Level 1

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

See my post herein and notice the screen print, and the reason for this particular post.

Customers of QuickBooks, have you experienced this issue with contacting support from within QuickBooks Online "Contact Us" function? If you are not, what browser are you using?


Geoff14
Level 1

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

You don't have to acknowledge there was an issue. This good news is, I now have all the options available for support from within QuickBooks. This is as of 10/15/2020 @ 1:51pm.

To the community, I would suggest if you are experiencing an issue within QuickBooks Online whereby Messaging and/or Callback isn't available, post the question here with screen prints showing it's unavailable. It will be fixed within a few hours. 

2.jpg

robertleighton9
Level 1

Has anyone else noticed online chat support is always unavailable, no matter the day or time?

With the cost of the program, they could hire more people to answer problem calls.  We consumers do not have hours to try to get to chat with someone and you NEVER get to speak to a person.  I thought the Government lines were tough. At least if you need to speak to a Representative or Senator, SOMEONE will answer the phone.  

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