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ronnmann
Level 1
posted
‎February 15, 2022 01:38 PM
last updated ‎February 15, 2022 1:38 PM

How to get support to repsond?

Hi,

    How does one get Quickbooks support to give support??

    I have used QB over 10 years. I updated to Pro Plus a couple of months ago and since then I cant get bank feeds to work. It is year end and I need to get it working pronto.  I spoke to Claire, a technician, last week and she said I needed a "level 2" technician who could only call me, I couldn't call them. We established an appointment for yesterday at 3 pm for the level 2 call but no one from QB called all afternoon. Consequently, I called QB back this morning and spoke to Bern. She put me on hold until a level 2 was ready but I was cut off after 35 minutes. Bern did not call me back so I called QB back and spoke to John. John put me on hold but I was cut off after 15 minutes. John did not call me back.  I called back a third time and spoke to Rike. I explained that I had been cut off two times after long waits. After 45 minutes on the phone Rike promised that her supervisor (apparently the same as level 2?) would call me back in an hour. If she didn't call in an hour, I should respond to the email Rike's was sending me and she would make other arrangements. Rike's supervisor never called and Rike never sent the email. I called back again and spoke to Arteuses. He assured me that if I gave him my phone number, he would have a level 2 call me in five minutes. No level 2 called back. I then called again and spoke to Robby. Robby asked to share my screen.  He then said that my case had been closed. How could the case be closed when I never spoke with anyone at level 2. When I asked him who closed the case, he disconnected the phone call and then signed off the share screen. Robby did not call back either.   

    I wasted several hours and my QB still does not work.

    So how do I get the support I need?

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1 Comment 1
AileneA
QuickBooks Team
QuickBooks Team
‎February 15, 2022 02:52 PM

How to get support to repsond?

Hello, ronnmann.  

 

This is not the kind of service we want you to experience while using QuickBooks. I want to make sure I’ll be able to give you the right resolution and get you back in working order. Can you share with me the name of your bank account? This way, I can check here on my end and verify if there are any reported issues with it. Any additional detail is much appreciated. 

 

In QuickBooks, there are ways to fix bank feed issues. Are you receiving a specific error message?  

 

First, If this regards updating your bank, check your Financial Institution Directory (FIDIR). It could be that it's not updated to include information for your financial institution. Also, there's possible damage to your company data file.  

 

To update your Financial Institutions Directory (FiDir), you can run an automatic update. Here's how:

 

  1. Go to the Banking menu.
  2. Select Bank Feeds then Bank Feeds Center.
  3. Select the Refresh account(s) icon or choose Sync all for this bank from the drop-down.

 

You can also manually update by locating the fidir.txt file on Windows 10, 8, and 7. Please check this article for the complete steps and information: Learn how to update your Financial Institutions Directory (FiDir) in QuickBooks Desktop. 

 

If the error persists or experiencing other specific issues, follow additional troubleshooting steps provided in this article: Fix OL and OLSU Bank Feed errors.

 

Also, you have the option to manually import those transactions to your QuickBooks Desktop (QBDT) software. However, this can cause duplicate transactions once the synchronizations issue is resolved. In this case, you'll need to delete those upload transactions. 

 

You can also check this link for more details: Download Bank Feed transactions in QuickBooks Desktop. 

 

Second, we can run the Verify and Rebuild utilities scan your company file for potential data issues, and fixes them right away. However, some certain errors and damages won't be detected and rectified during the process. 

 

When this happens, you can install  QuickBooks Tool Hub and then QuickBooks File Doctor to get rid of the error. This program is a collection of tools that can help resolve major issues that a user might face while working on the QuickBooks Desktop. For the best experience, we recommend using this on Windows 10, 64-bit.   

 

Lastly, If none of these troubleshooting steps works and I know you have already reached out to us. However, I still recommend you to give us a short call for further investigation.   

 

Please keep me updated if you have other follow-up questions in regards to your bank feeds. I’m more than happy to work with you again. Keep safe.

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