I cannot reach someone at Quickbooks to help purchase a Multi-user Desktop License. HELP!

Kristina13 · ‎July 10, 2021

Hello,

For the last three weeks the company I work for has been trying to get a second license for multi-user for our Quickbooks Desktop Pro. I tried calling and doing the live chat the first time around only to be dropped after a 3 hour wait and have my chat time me out and crash. I was able to reach someone on the facebook page as a last resort who originally advised we didn't need a second license- it should work on our desktop and laptop, but I do not think she fully understood what we were trying to accomplish. We need to be able to have two users using Quickbooks at the same time- not just the install on two computers.

After discovering this issue when we tried to enable and use the multi-user (said we needed to purchase another license), I tried to get ahold of someone on chat again. I waited for about an hour and was connected with someone who then told me we could not proceed because my name wasn't on the account and that the owner needed to sign in on his account and start the process all over again (I'm the office manager). I asked the rep if he could give a call back to the owner of the company I work for instead because I wasn't going to try and wait another hour on chat and possibly get dropped.

The owner got a call, picked up and then was hung up on as soon as he answered. We tried to reach out again on Facebook and got nowhere.

Can somebody please help us? I've made countless attempts to call and chat and can never get through- I always get dropped. We really need to get this muti-user mode working. We need an additional license and the only option Quickbooks gives us is by phone but we cannot get through! Attached is a screenshot of what we get. Also- we did figure out how to link accounts; so my name should also be on it for contact purposes. Shouldn't be an issue moving forward, I hope!

EDIT: I was able to reach a contact over chat who helped get this sorted. Thanks!

katherinejoyceO · ‎July 10, 2021

Hi Kristina13,

Thanks for taking the time to write to us today in detail about your multi-user concern. I understand that you need to have two users using QuickBooks at the same time. And I'm here to shed some light on this.

The multi-user mode in QuickBooks Pro and Premier allows multiple users to collaborate on the same company file at the same time. And you're right, you'll need separate QuickBooks licenses for each person who uses QuickBooks software based on our standard license agreement.

Since you already have a copy of QuickBooks, you can add it from within the product to purchase an additional license. Here's how:

Go to the Help menu, then click on "Manage My License."
You will see a web page that allows you to select "Purchase additional licenses via phone" or "Purchase additional licenses via the web."
If you choose to purchase additional licenses by phone, you will be given a phone number to call and a representative can assist you in purchasing an additional license. If you choose to purchase additional seats over the Internet, you will be directed to the in-product e-Store to make your additional purchases.

Here are our best articles that can guide you on installing a multi-user network for QuickBooks Desktop and adding a user license to your QuickBooks software:

For future reference, you can always search for some relevant topics and articles in our Articles hub if you need some steps and pointers in whatever QuickBooks concerns you may have.

I'd also appreciate it if you can update us here so I can further assist you with your additional concerns. Take care!

Fiat Lux - ASIA · ‎July 10, 2021

@Kristina13

Which QB Desktop year version do you have? Make sure to purchase the additional seat for your existing license and you are able to login as Primary Admin into your CAMPS. Contact us in private if you need our help to provide the license.

Kristina13 · ‎July 16, 2021

We do not have an online purchase option which would be ideal. When I try to call, I am unable to reach anyone. I have tried three times already this week and am on wait for multiple hours before I am dropped.

Is there a way I can ask for someone to call me back and request this? I don't have all this time to stay on hold just to be dropped or disconnected.

Thank you,

Kristina13 · ‎July 16, 2021

We have the new 2021 version of Desktop pro. We are unable to purchase the additional license which is the issue. It says we have to do it by phone (no online option) and when I try to call I get dropped or I am unable to get through. I also tried to contact via the chat and didn't get anywhere. I was hoping for a way to request a call back so when someone is available they can just call me.

Open to any suggestions on how we can get an additional license and/or get ahold of someone to talk to.

Fiat Lux - ASIA · ‎July 16, 2021

@Kristina13

Last resort, if you are able to login to your CAMPS as Primary Admin, we may able to help provide the additional seat for your license. Send your email address in a private message to us.

Candice C · ‎July 16, 2021

Good afternoon, @Kristina13.

Thanks for reaching back out to us. Allow me to join in and give you some details about this subject.

Since you're unable to get ahold of any one or get help from our chat support, I'd be more than happy to show you how to request a callback. Our Customer Support Team will be able to help you resolve this as quick as possible. Here's how:

Go to the Help menu.
Press the QuickBooks Desktop Help option.
Click the Contact Us hyperlink.
Scroll down and choose to get a callback.

Please inform me on how the phone call goes. I want to ensure that you're able to get back to running your business. Wishing you the best!

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I cannot reach someone at Quickbooks to help purchase a Multi-user Desktop License. HELP!