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

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. 

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).

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.  

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

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:

• Connect your QuickBooks Payments account to QuickBooks Online. 
• Process a credit card payment in QuickBooks Online.
• Take and process payments with QuickBooks Payments. 

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

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!!

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!!

Yep, same thing here - Mac chrome browser and iPhone safari browser both render blank chat screens.  Sucks.

I know how it feels when something isn't working, brass612.

Let me make it up to you and ensure you're able to get in touch with our Live Support Team through chat or call.

I've tried the Contact Us in Google and this is what will show up when you open the Send a message option. See the attached screenshot below for your guide.

If you've already cleared the browser's cache and cookies, I suggest checking out this link to know what browser to use when accessing QuickBooks: System requirements for QuickBooks Online, Accountant, and QuickBooks Self-Employed. It includes recommended specs for your computer.

Once you meet all the requirements, you can log back into QuickBooks and navigate the Contact Us function.

If you're still unable to get in touch with them, feel free to post your question here in the Community forum. Just click the Reply button, and I'm here to help you.

I'll keep this post while waiting for your response. Thank you and stay safe!

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.

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

Still not working as of 2/2021.

I am sick to death of companies telling us it's our fault ("clear your cache"). Stop blaming the user and fix your da*n website.

I am sick to death of Intuit telling us it's our fault ("clear your cache"). Stop making excuses and fix YOUR da*n system.

"Once you meet all the requirements, you can log back into QuickBooks and navigate the Contact Us function"

No. You can't. I get a blank page even within QB's internal browser.

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??   

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????

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?

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:

1. Click Banking, then go to the Banking tab.
2. Click the Update drop-down arrow, then choose File upload.
3. Click Browse, then choose the csv file.
4. Click Next, choose the bank account, then click Next again.
5. Map the fields correctly, then click Next.
6. Choose the transactions you'll import, then click Next.
7. You'll be prompted to import now, click Yes.
8. 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:

• Manually upload transactions into QuickBooks Online.
• Sync with PayPal: Manual import overview. 

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! 

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.

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.
 

1. Sign in to your QuickBooks Online company.
2. 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!

Until recently my first experience with the support team was great, even at 11pm... however for the last month, we have new users who cannot access... CHAT IS NOT WORKING AND THERE IS NO PHONE NHMBER>>> 

How can they just suddenly stop..... I want a refund or at least no payments for when they get their act together... 

Hi, can you help me please? 

Thanks for joining the thread, s-carroll-nophie.

I'm here to lend a helping hand and make sure that you'll be able to connect to a chat representative or get support via phone.

We can answer general QuickBooks questions, but not account-related ones, like billing, account information and etc. Just type in your question below through reply so I can check on it for you.

In the meantime, we can perform troubleshooting steps to fix browsing issues if you're having difficulties navigating inside QuickBooks Online (QBO). You can start by opening a private window.

Here are the shortcut keys to access a private window for your browser:

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

If there are no problems navigating your QuickBooks using the private window, you can proceed to the next step. You can back to your regular browsing window and clear browsers cache. This will help clear outdated and corrupted web data that causes issues navigating.

Once done, you can use this link to a test account to reach our support by phone if you're having trouble logging in to your QBO account. 

Like this:

1. Go to Help (?).
2. Click on Contact Us.
3. Put a description of your concern, then click Let's talk.
4. Choose Callback and provide your contact info.
5. Select Confirm my call.

I've also got you our resources from our QuickBooks Articles hub for your future reference. You can also search for resolved posts related to your concerns. 

I'd like to make sure I've got you covered. You can click the Reply button if you have other questions about reaching our Support Team. I'll be in touch. Have a nice week!

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