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Level 1

Hello My new subscription trial has ended and we cannot re new or access

 
11 Comments
QuickBooks Team

Hello My new subscription trial has ended and we cannot re new or access

Hi there, selectcarpets199.

 

I'll provide information on why you're unable to access your account, and ensure that you'll be able to renew your subscription.

 

It could be that you used incorrect login credentials when accessing your Quickbooks account. That being said, I suggest making sure to use the correct credentials so you're able to access and renew your account.

 

If you've received an error message indicating that you entered incorrect credentials, you can go to the  accounts.intuit.com to reset your password. You can also follow the steps below.

 

  1. Click Forgot Password.
  2. Enter either the email address or username on the account.
  3. Select Submit.
  4. Check your inbox for a password reset email.
  5. Click on the URL provided in the email and enter a new password.

 

Please check this article to see the different common sign-in issues and how to fix them: Get help if you can't sign in to your account.

 

If the issue persists, I recommend accessing your account using a private window and log in from there. Too much data file may lead to unusual behaviors in QuickBooks like that one that you experienced.

 

To open a private browser:

 

  • Google Chrome: Press CTRL + Shift + N.
  •   Safari: Press Command + Shift + N.
  •   Mozilla Firefox: Press CTRL + Shift + P.

 

If it works in incognito, I recommend clearing the cache of your regular browser. This removes the history or log of sites so you can start with a clean slate. You can check this article to see the steps: Clear cache and cookies to fix issues when using QuickBooks Online.

 

If the steps above didn't work, use another supported browser as alternatives.

 

Please check this article on how you can subscribe or renew your QuickBooks account: How to resubscribe or reactivate QuickBooks Online.

 

You can also refer to this article to see information about your subscription rates and charges and to help you identify where a charge is originating from: How to understand your subscription rates and charges.

 

I'm just a reply away if you need anything else. I'll make sure you're all set. Take care!

Level 15

Hello My new subscription trial has ended and we cannot re new or access

@selectcarpets199 

If you have to open a new QBO account, make sure to click the Buy button to get the discounted price for up to 6 months. If you purchase from the trial account, you have to pay the regular rate.

https:// quickbooks.grsm.io/US

https:// quickbooks.grsm.io/us-promo

 

 

Level 1

Hello My new subscription trial has ended and we cannot re new or access

When I go to Billing & Subscription, there's a prompt that says "Could Not Fetch Information" but I still try to subscribe anyway. However, after I put the payment details and click subscribe, this error prompts"

Unable to process your request at this time. Please sign out and try again later. If the issue persists, please contact support and reference this message. (Error code: -81597, type: INVALID_REQUEST) .. What's more frustrating a customer support named something like Jovan just ditched me while my issue is not resolved yet!!!
QBO prompt.png Screenshot_2020-08-15 Settings.png
QuickBooks Team

Hello My new subscription trial has ended and we cannot re new or access

I appreciate the screenshots you've provided, ineah. Since this is a public space and we're unable to view your account. This requires contacting our customer support team. This way, we'll be able to pull up your account in a secure session then run a set of examinations to amend the underlying issue.   

 

Before diving in, I want to ensure your issue gets prioritized and addressed on time, thus I'll be providing this resource for the support hours. It contains the time on when the support is available, depending on your type of subscription. Just go to the QuickBooks section of this article for more info: Contact QBO support.      

 

Here's how to contact our support team:

 

  1. Sign in to your QuickBooks Online company. Then click Help (?)
  2. Click Talk to a human. 
  3. Choose Talk to a human. 
  4. Press See examples.  
  5. Enter your concern. 
  6. Tap Contact us
  7. Choose either: 
  • Post a question 
  • Message an agent 
  • Get a callback   

 

new contactQBO.PNG

 new contactQBO1.PNG

 new contactQBO2.PNG  

 new contactQBO3.PNG

 

Just a heads up, we have limited staffing, and we have reduced our support hours to 6 AM-6 PM PT Monday-Friday due to COVID-19. We will resume normal hours as soon as possible.     

 

Please don't hesitate to reach back out to me if there's anything else you need. I want to ensure that everything has been taking care of. I'm always here to help. Have a good one! 

Level 1

Hello My new subscription trial has ended and we cannot re new or access

Thanks for your response. I have tried EVERYTHING actually!! I even had a chat earlier with a customer support guy named like Jovanie. But, he/she just ditched me before we could resolve anything. THIS IS REALLY FRUSTRATING!!!

Level 15

Hello My new subscription trial has ended and we cannot re new or access

@ineah 

Have you try open the link and purchase it on your incognito/private browser?

https:// quickbooks.grsm.io/us-promo

 

Level 1

Hello My new subscription trial has ended and we cannot re new or access

Yup :( I've tried opening it using different browsers and incognito. By the way, I have a question. Is the Master Admin the only one who can do the subscription, right?? Or any user can do it?

QuickBooks Team

Hello My new subscription trial has ended and we cannot re new or access

This must have been tough for you, ineah. 

 

A Company Admin and a Standard user can update billing information as long as they are given access by the Master Admin. The fact that you have access to the payment page means you can update your company's billing information.

 

Please check with your bank to see if your account blocks Intuit from taking charges from your card. If not, please contact our Support again as they are the only ones who have access to our clients' billing information.

 

Please don't hesitate to go back to this thread if you have follow-up questions.

Level 1

Hello My new subscription trial has ended and we cannot re new or access

Unfortunately, your support ditched me and disappeared without resolving my problem. Also, what does this error mean: (Error code: -81597, type: INVALID_REQUEST)??

QuickBooks Team

Hello My new subscription trial has ended and we cannot re new or access

This isn't the kind of experience we want you to have in processing your QuickBooks Online (QBO) subscription, @ineah. That's why I'm here to ensure you're able to get the support you truly deserve. This way, you'll be able to determine the next step you need to take care of this.

 

The "Error code: -81597, type: INVALID_REQUEST" is the program's response when an authorization request is invalid. The said error requires further investigation with your account's information. The security of your account is our top priority here in the Community. With this, I'd recommend contacting our QuickBooks Online Support team again. They can pull up your case with the previous representative so there's no need to repeat yourself in explaining the reason for your call. Then, they can check the cause of the error and guide you with a fix.

 

We've updated our customer support options in QBO. To talk directly with one of our representatives, you can request a callback. Here's how:

  1. Go to the Help menu.
  2. Select the Contact Us button.
  3. Enter a brief description of your concern in the What can we help you with? field.
  4. Click Let's talk.
  5. Select Get a call or Get a callback.
  6. Enter your contact information.
  7. Select Confirm my call.

 

I've attached a screenshot below for your reference.

 

Once fixed, you can refer to this article for the complete guide in subscribing to QBO: Subscribe or Activate QuickBooks Online. It also contains answers to the most frequent;y asked questions about billing and data availability.

 

I'm also adding this article to further guide you in effectively managing your business using QBO: Help articles for QuickBooks Online. It contains topics about banking, account management, reports, and income and expenses to name a few.

 

Please let me know if you have other concerns. I'm just around to help. Take care always.

 

Level 1

Hello My new subscription trial has ended and we cannot re new or access

I've already checked the bank and actually, Intuit has already been authorized by it since the time we were creating our Quickbooks account. As a matter of fact, we already input the card details upon signing up because we assume that after the trial period, it will just automatically be debited from the account and we don't have to go through such dilemma I am currently facing right now.

 

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