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.

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. 

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. 

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?

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. 

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.  

I have the same issue with not being able to contact support.  I'm running Desktop Pro Plus with Enhanced Payroll.  They advertise "unlimited support", but it seems that means you can contact as many times as you want, but not anytime you want.  I'm confused and can't seem to get my question answered about upgrades.

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@dshuman 
What kind of upgrade do you need?

Here at Intuit, it's our priority to ensure a great customer service experience. We hope that in providing you with excellent support that you will feel so good about the product that you would want to recommend Quickbooks Online to a family or friend, Geoff14.

This isn't the kind of service I want you to experience when reaching out to us. I'll take note of your feedback when reaching out to us so it properly addresses our management team. Our Customer Support Team is available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

You can upgrade with the easy upgrade tool. Here’s how.

1. Select Help, and then Upgrade QuickBooks.
2. Select the version you want to upgrade to, then select Upgrade Now.
3. You can keep a copy of your current version of QuickBooks. Select Keep old version on my computer, then select Let’s go.

QuickBooks download, install and activate the new version for you. If you need to buy QuickBooks Desktop, select the QuickBooks best for you. After you buy it, you can start the upgrade tool. From there also, you can contact our Sales agent to look for QuickBooks bundled with payroll service.

I'm adding these articles for more information about upgrading your software to a newer version:

• Upgrade QuickBooks Desktop Pro Plus, Premier Plus, or Enterprise.
• Upgrade your company files after you switch to a new version of QuickBooks Desktop.

Feel free to visit our QuickBooks Desktop Help Article in case you'll need help updating the latest release patch in your account.

Fill me in if you need more help by leaving a comment below. I'll be around in the Community to help. Take care and have a great day!