Has anyone else had trouble getting QB to call them? I have been trying to contact them for weeks now, asking them to please call me and I get nothing. Thanks

I just had someone call me who wanted to ask and go over the exact same information that was gone over when I called support in the first place.  They are ridiculous, a complete shat-show.

Customer service guy, 15 minutes on the phone with, said it was an issue with QBO and he was sending it to engineering department but I did not receive confirmation from engineering dept as to my case number. However, my QBO account ID is {Company Name} Productions, Inc
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Brenda (Removed Last Name)

Hi there, @brefazio,

Thanks for posting here and sharing your experience when contacting our support. I can see how this has impacted your workflow, but I want you to know that this forum is also another channel where you can post your QuickBooks concerns.

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

If you insist contacting our live representative, our chat support can help you while waiting for the callback. We currently have a lot of callbacks in queue because of the number of requests we receive in a day and limited number of support we have in this pandemic.

Reach out to us during our support hours. Our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays. To get a hold of a chat representative, follow the steps below:

1. Go to the Help menu then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
   
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
   
6. Enter you account contact information then press Get a chat.
   
7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

Provide the case number to our representative so they can find your previous interaction who promised you a callback.

Mention me again in this thread after contacting our Support. I want to make sure you're taken care and I'm here to help you anytime

Thank you for your reply.  I'm very familiar with all you just listed and have been a user of QB for over 20 years.  I pay premium fees to have top service which includes support by phone call and that is not happening now.  This is a huge issue for me.  I have two companies presently using QB and having the same issue with QB for both companies.  

Here I'm considering upgrading further, if there is an upgrade, but cannot get any response, preferable a phone call, from QB at all.  Totally unexceptable.  

This does not work.  

Thanks for getting back to us, lhall1.

I can see that you aren't getting a response or call from our Live Support Team. Here in the Community Forum, we're unable to initiate a call.

The only way to get a callback is to send a request. And, you can follow the steps provided by Jen_D.

Meanwhile, when you say "upgrading", are you going to upgrade your QuickBooks Online account? If so, check out the available pricing plans to see which subscription level is right for you.

Then, follow these steps to upgrade your subscription.

1. Sign in to QuickBooks Online as a primary or company admin.
2. Select Settings ⚙ and then Account and settings.
3. Select the Billing & Subscription tab.
4. Make sure your payment info is up-to-date.
5. In the QuickBooks Online section, select Upgrade your plan.
6. Review the available plans and then select Choose plan.
7. Follow the on-screen steps to upgrade your plan.

If you're using QuickBooks Online Accountant, here's the link: Upgrade or downgrade wholesale discount clients' QuickBooks Online subscription. It provides detailed steps to help you with the process.

If this isn't what you're referring to, please share what exact issues you're having with your QuickBooks account. This way, I can provide steps and solutions to help fix this.

I'll keep this post while waiting for your response. Thank you and take care always!

This is what I'm referring to but no one at QB seems to pick up on that this is not working.  I do not get a call back from QB when I follow YOUR instructions.  Nothing.  Haven't for over a year now.  No on at QB seems to care enough to check into why I have this huge issue with QB.  

WHY?  Past frustrated.

Thanks for visiting our forum again, @lhall1,

I know contacting support can be cumbersome, when you have more important things to do. I want to make sure you're able to get in touch with our QuickBooks Support. The contact options available when you contact us, depends on the the keyword or topic you want to get help for.

You can follow these steps to get the callback option and log your request. I know you already did this but you can create multiple callback requests for the same number. Here's how:

1. Go to the Help menu then choose the Search tab.
2. At the bottom click on Contact us.
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Callback to initiate a discussion with a live agent.

Provide your phone number beforehand to the representative so they can call back if in case you get disconnected again. Refer to this article to learn more about our contact options and support availability: QuickBooks Online Support

Kindly update me with the result in this thread. I want to make sure your concern is resolved so you're able to run payroll without any interruptions.

Really.... it is clear my replies are noy read.  You can give these instructions until you are blue in the face, support does not call back.  Your instructions work great and I know how to follow them, I have a million times, but that's the end of it, support does not call back. 

I have two very important issues I need to talk to support about: 401k annual limit is $26,000 for employees 50+, I cannot change this in QB payroll, QB has to change it.  The other is ERTC credits.  I NEED SUPPORT.

I have the same issue and have gotten nowhere with Quickbooks.  I have not been getting callbacks for months.  I have reported numerous times to representatives, through help in Quickbooks, to no avail.  I get the same instructions that I already follow for a callback.  It is ridiculous and I am extremely frustrated.  It does not seem to be a concern at all to Intuit.

@InfraStructure 

Any specific concern?

My first post here is from March 2020.  So it's been over a year for me.  I'm done with QB.  I'll be switching payroll and accounting to a new software in a few months.  They have stolen money because they do not provide what was agreed upon.

YES!!!  I requested 4x over a week period without the courtesy of a return call.  Any suggestions on how to get help?  QBO

YES.  I have not received a call back when requested from QB for 2 years now.  But they will take your money for PREMIUM service.  And you cannot find anyone to fix this very severe issue.

Hello to you, @cmaddox and @lhall1.

I’ll chime in on this thread to ensure that your concerns will get assisted. I understand the inconvenience this may cause you about getting a call back from our phone support. We’ll take note of this to improve our ways of helping our customers with their product concerns.

Before anything else, may I know your specific concern with QuickBooks? That way, we can provide a correct resolution to rectify the issue. I’ll be waiting for your response in this thread. Stay safe!

Accounting View:

Taxes/PR Taxes.

Past Due NH Unemployment Tax.  07-10/31/2022. $.01. Yes, 1 cent.  

I select Pay and get "There is already a tx payment for this period.  before you can make any more payments for this period, contact us for assistance".   

1.  How to correct

2.  Since QBO generates the report, why is it 1 cent short?  Rounding error?  Seems it should have been picked up/included in the following [4th] quarter.

I have not received a call back for nearly 2 years.  I have reported so many times and in so many different ways that this is an issue. I think feedback must to  directly to the trash. or they just dont care.  I will be I reported at least 50 times.   The way I have had to go about getting help is to call the sales office during their regular business hours and ask them to connect me to an assisted payroll representative.  This is not a good solution when you need help, but at least I can get to a live person this way.  

The callback system was flawed to begin with.  There is no where to put a work phone extension so when an agent calls our auto attended phones the call would not ever get to me.  I then had to start using my personal cell phone in order to get return calls.  It tied up my phone for long periods of time, I have also suggested that they put room for an extension. Now no matter what phone number I use I do not get a call back.  It is ridiculous.  

I used to really like quickbooks assisted payroll back when I had a number to call and used to recommed it to other small businesses.  Now I despise having to ask questions.   I also can tell that many more people are working from home and it is very inefficient. They don't have easy access to supervisors and others and seem to have limited information available in their computers.   When I get to an agent, they don't know answer so they reach out to someone, wait for their response, then reply to me and we play the telephone game.  When I try to call about payroll taxes it is really awful.  It dosen't seem like their payroll tax department lets any customer get through to them.  I have wasted so many hours of my time trying to get assistance from Quickbooks assisted payroll.  

I would like to see the Quickbooks exectutive team to experience what their customers experience.  I don't think they would find the customer experience acceptable if they had to use it themselves.  

I have tried every single suggestion that has been provided by agents to get a call back-NOTHING HAS CHANGED!!!  Why?

Hello, cmaddox and InfraStructure.

I understand how frustrating it must be to wait this long for a callback. I can imagine what you must be feeling, and I wish I could help. 

You may see penny differences even though there's no changes to the employee's pay rate, tax setup, or deductions. This difference is due to rounding for taxes calculated at exact rates.

You'll see a warning that says, "There is already a tax payment for this period. Before you can make any more payments for this period, contact us for assistance." since you previously paid the taxes.

To resolve this tax discrepancy, you can record a prior tax payment.

Here's how:

1. Go to Taxes, then Payroll Tax.
2. Click Resources.
3. Choose Record tax payments, then Add Payment.
   Note: This will be a non-posting transaction. It will not affect the bank register, but it will clear the taxes from showing due and record the deposits.
4. Select a Tax Type, then enter the following:
   • Period Start Date and Period End Date - the period that the taxes were accrued
   • Payment Date
   • Check Number (optional)
   • Notes (optional)
   • Tax Item Amounts
5. Once done, hit OK.

You can read this article for more details: Recording prior tax payments.

If you need to contact Payroll Support, I recommend doing so via chat because we currently have a high volume of callbacks in the queue, which could be why you haven't received a callback. You can use this direct link to reach them: Chat with us.

I've also added the following guide below to ensure your compliance with your state's payroll tax regulations and prepare you from next year's payroll:

• Payroll Tax Compliance Links
• Year-end checklist for QuickBooks Online Payroll

You can post again if you need anything else in QuickBooks. We're always available to help you.

What is this?  Has it been that long that I don't even remember what this is for?  Still no phone call?

CMaddox-  I think it's crystal clear that the issue at hand here is NO CALL BACKS are happening with any issue we may have with QB.  From Payroll to Accounting.  Nothing is happening and my apologies, but I am pass frustrated.  

I have new employees to add to payroll for 2023 and each one is in a different state which means different taxes.  I am scared to death that the taxes are not going to be paid because I will need assistance from Payroll to get them setup.  

It is not a good  solution, but has worked to get me to a rep.  Call Intuit Quickbooks sales team for your product.  Sales has people that actually answer the phone (at least during business hours) - because intuit  want to sell you their product.  Taking care of current customers is another story  The sales team members that I  have reached have been able to connect me with a representative which in my case is assisted payroll.  Good Luck.

Thank you.  That is definitely and work around that works it seems.  Appreciate your help and care.