Question

I am having issues connecting to Chat or getting support via phone. I also can not access any tutorials. Anyone else having this issue??

27 replies
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QuickBooks Online

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lin_jcaj

Level 9

Thanks for informing me about this, 808sweetshack.

Let's make sure you can access QuickBooks Online tutorials. We need to determine if this isn't a cache -related issue.

We can perform a few troubleshooting steps to fix this. Try logging into your QBO using a private browser. There are times that too much gathered data can cause unusual responses.

Here's how to use a private browser:

Google Chrome: Ctrl + Shift + N
Internet Explorer: Ctrl + Shift + P
Mozilla Firefox: Ctrl + Shift + P
Safari: Command + Option + P

Once logged in, try to connect with our chat and phone support. Also try accessing our QuickBooks tutorials.

If it works, you need to return to your main browser and clear the cache. This helps refresh the system and you can work with a clean slate.

You can also use other compatible browsers.

Please let me know how these work. I want to make sure you're able to access QBO without issues.

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DMDTCPA

New Member

I don't think you understand the problem here. Online chat DOES NOT WORK. No browser/setting combination can solve the problem of a website that DOES NOT WORK.

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ChrisH

I couldn't have said it better myself. Exactly the same problem and now Oct 2020. Surely support should be their first priority but seems they couldn't care less!!

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DMDTCPA

New Member

Not sure about phone support, but chat support has not worked properly for about 6 months (from my experience). The chat support inquiry window loads, with the standard questions: "What is your name? What is your Email? What is your Question? etc." but once you click the submit button at the bottom of that page, nothing ever loads. It's just a white window.

Our firm first noticed this back in August of 2019. We've tried 4 different browsers as well as the "private/incognito" versions of each one of those broswers - no change at all. I've contacted our IT department as well. They tested the chat function on their own network and confirmed that the site is garbage and simply does not work. I've even tried at home on a completely different network with no firewall, no antivirus, no router restrictions... literally a completely unbound internet connection - the page still never loads.

Just searching this community for "chat doesn't work" yields pages and pages of VERY RECENT posts from people having the same issue and EVERY "support agent" or whatever they're called (I guess the person who replied to your post is a "mod," in this case) just copies and pastes the same useless response that doesn't even address the issue.

Our IT firm also noticed that as of like 2 months ago or so, QBO has relocated most of its servers to the Netherlands... So, yeah...It might be time to reconsider what accounting software we're using at this point.

Just wanted to let you know you're not alone (QuickBooks just sucks).

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ChrisH

I couldn't have said it better myself. Exactly the same problem and now Oct 2020. Surely support should be their first priority but seems they couldn't care less!!

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9130346782644466

Is there a way to contact live tech support for merchant services or even chat at all?

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SarahannC

Level 9

Hello there, 9130346782644466.

Let me share the possible reason why we're facing issue when trying to connect with our payment support.

It could be that we have contacted them during non-working hours. That's why you're unable to get in touch with them. I want to make sure that you'll be able to connect with them. Please go to the Merchant Services (Payments) section to view their working hours. Then, contact them again.

Also, let me attach these articles to learn more about linking your payments account to your QBO account, processing payments, and credit card payments. Here are they:

Please let me know how everything goes by commenting below. I'm here in case you need further assistance. Take care and stay safe!

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td bank not downloading

I HAVE BEEN TRYING FOR 2 WEEKS TO GET A CALL BACK FOR A MAJOR ISSUE I AM HAVING WITH QB ONLINE

MESSED UP TRANSACTIONS DUE TO THE CONSTANT UPDATES THIS COMPANY DOES -ALSO ADMITTED BY THEIR OWN STAFF THAT CUSTOMERS ARE CALLING IN BY THE HUNDREDS. THIS COMPANY DOES NOT DELIVER THEIR PROMISE TO HELP THEIR CUSTOMERS AND CHARGE A PREMIUM. SINCE 2013 I HAVE SPENT HUNDREDS OF HOURS FIXING PROBLEMS WITH THE RELATIONSHIP OF QB AND MAC OS. NEVER TO HAVE GOTTEN BETTER. NO ONE TO CALL AND NO REPLIES WHEN I ASK FOR CALL BACKS.

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lavenderheather

We signed up about a month ago and my chat feature worked ok 90% of the but now i can get it to load at all (i get the name/contact info screen but chat doesn't open).

You have to dig around hard to find a phone number and once i did three was a really unhelpful phone tree

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MRP21

I have used QB desktop for over 8 years now...

The SUPPORT system has gone " out the WIndow"

They NEVER call back when they say... and as of today.. still have not fixed my payroll issue since Dec 2020

Guess they are too big to care?

Now they want to increase the monthly fees??

ginamarie0327

I don't beleive that someone will call me back in 10 mintues. Over the past 6 months - 3 times they have never called back. I now have an issue that NEEDS resolving. My ticket has been "escalated". That means nothing to me if you don't call back like you say. So how do you actually get it escalated and have someone call you back????

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monotypepressing

Quickbooks support is crap. I cannot get PayPal sync to work and if I try to import a csv file downloaded from PayPal, QB says it is not a csv file.

The Help function in QBO is also crap. Don't bother requesting a call (QB Help said 18 minutes, its been hours). Requesting a chat just opens either a blank window. If I select the OK button when told that Help is on the way, the whole thing resets and I have to reenter all of my info again!

Honestly, who designed this POS?

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LollyNino_C

QuickBooks Team

That's not the impression we want to leave you with, @monotypepressing.

I'd be glad to help resolve the error, so you'll be able to import the CSV file. I want to make sure the data is in the correct format.

You'll need to follow the supported CSV template formats:

3-column -This format has a Date, Description, and Amount column.
4 column - This format has a Date, Description, Credit, and Debit column.

Once you've decided what format to use, here's how you can import the file:

Click Banking, then go to the Banking tab.
Click the Update drop-down arrow, then choose File upload.
Click Browse, then choose the csv file.
Click Next, choose the bank account, then click Next again.
Map the fields correctly, then click Next.
Choose the transactions you'll import, then click Next.
You'll be prompted to import now, click Yes.
Click Let's go.

You can add more transaction info, like the category or payee, after you upload them into QuickBooks Online.

I've also added these articles to bring your PayPal transactions in QuickBooks Online without being connected to QBO Banking:

If you're still getting the same error after 72 hours, I recommend contacting our QuickBooks Online Care Team to pull up your account in a safe environment. They'll be able to further investigate what's causing the issue and resolve it for you.

Let me know how these go and feel free to leave a comment below if you need anything else. I'll be on lookout for your reply. Have a nice day!

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rdeage

I see all the posts about no support. It used to work even a month ago. I was assured I was paying for tech support included, now no access to chat or call-back. Just ALWAYS get the message "Something went wrong, try again or come back later." Has ANYONE been able to connect with support?

I searched and found what I thought was a 24/7 QB support phone number: [removed]. BEWARE! This is a scam. https://dalbycpa.com/scam-warning-intuit-quickbooks-support/ They "analyzed" my QB and wanted to charge me $600 for repair and 1 year support.

Angelyn_T

Moderator

I appreciate you for joining the thread, @rdeage.

It isn't the kind of experience I want you to have when contacting support. I want to ensure you'll be able to utilize the chat or callback option in QuickBooks Online. Thus, I'm here to guide you on how you can connect with our Support Team successfully.

Sign in to your QuickBooks Online company.
Select either tab to get started:
- Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still choose to Talk to a human.
- Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect support:
  - Start a chat with a support expert.
  - Get a callback from the next available expert.

Support is open from Monday to Friday from 6 Am to 6 PM PT and Saturday from 6 AM to 3 PM PT.

Aside from contacting support, please feel free to share your concern here in the Community. We're open 24/7, and rest assured we will address your concerns as quickly as possible.

On the other hand, you can also review the topics from our help articles for more hints and resources while working with QuickBooks in the future. Here's the link: Help articles, video tutorials, and more.

If you have any other questions about getting a callback or reaching out to our chat agent, let me know by adding a comment below. I'm always here to help. Keep safe!

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Seabreezeadultday

My help button is no longer working so I have been unable to contact anyone at QB to resolve an issue with their product. I have done everything that was suggested such as using different browsers (used Chrome, Safari and Firefox) and cleared mu cache. Any help?

In the 5 years I have been using QB I have seen a massive decline in customer support. Not only is it almost impossible to reach anyone, but also the quality of support is deplorable. Every time I have to contact QB it is because of an issue with their application. They are causing me hours of extra work. Very frustrating. I have started looking into switching to Xero

RenjolynC

Level 9

I would feel the same if I'm in that situation, Seabreezeadultday.

To investigate more on what's causing this issue about the Help menu, I'd like to share another way on how you can reach out to our live support. Please take note that our support team is available from Mon-Fri (6 A.M - 6 P.M).

Here's how:

Go to this link: Contact Us.
In the What we can help you with? section, choose any topics.
Under Here's how to connect with a QuickBooks expert about section, click the Start a Message button.

You can also visit our general help topics page for the articles and guides, or post a reply on this thread if you have any other concerns. I'll be around to provide the solutions. Take care and stay safe.

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Betty33

cannot connect wit support and cannot work on quickbooks

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GebelAlainaM

QuickBooks Team

Thank you for taking the time to post here in the Community, @Betty33. I'll share some details and make sure to help you resolve your concern.

You can do some basic browser troubleshooting to improve and speed up your browser's performance. You may be unable to access your QuickBooks account due to cookies and caches.

Here's how:

Restart your browser.
Try to access your QuickBooks account in an incognito or private browser. You can use these keyboard shortcuts to launch a new private window:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N

If it works in the private browser, switch back to your regular browser and clear the cache. After that, try logging into your QuickBooks account and working on the tasks you need to do.

If you still want to proceed with contacting our support team, you can follow the steps below:

Sign in to your QuickBooks Online company.
Go to Help.
Click on Contact Us.
Type in your concern, then select Let's talk.
Select a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

For further details on the time schedule, see this article: QuickBooks Online Support.

You can get helpful articles, video tutorials, and more in QuickBooks Online by reading this article.

Don't hesitate to post a reply if you have further clarification or additional information about your issue. I'll be here to assist you. Have a beautiful day ahead!

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