HOW TO contact support

Hi @Upset User.

Welcome to the Community. I'll be happy to explain how to contact support.

If you would like to speak to someone over the phone, you can contact support here.

You can also find step-by-step tutorials here. 

Feel free to ask any questions bellow, and I'll work to get those answered for you. I'll be keeping an eye out for your reply.

Thank you.

My credit card info has changed and I just need to update Intuit with this information.

Hi @sandy hamilton,

You can update your billing info within QuickBooks Online.

Let me show you how:

1. From the Gear icon, select Account and Settings.
2. Click the Billing & Subscription tab.
3. Select Edit, then enter the details.
4. Click Confirm card when you're done.

You can take a look at this article for more details with regards to updating your billing and subscription info: Update your billing and subscription info. You'll find the steps along with related links in the article I provided.

If you have other questions, don't hesitate to post them below. I'll get back to you as soon as I can.

As soon as I upgraded, at Quickbooks' request, to V18.0.6 R7 for Mac, Quickbooks crashed, a first!

Hi lsimon,

There could be a damaged component in your QuickBooks that caused it to crash. We can perform a series of solutions to fix this. You can refer to this article: Troubleshoot Crash Catcher. Just skip Solution 2 since QuickBooks will crash when you do it.

Please share some updates after following the steps, so we can assist you further. Thanks in advance.

I have what I call a ghost deposit.   Quickbooks Accountant - Desktop.   When I am in the payments window selecting money for a deposit I will see transactions from a previous day's deposit in the list.

When I check the bank register, the deposit is clearly recorded.  When I check the customer account, there is only one payment recorded.

But, it's sitting in the payment box ready to be deposited a second time.

This happens at random times once or twice a month.  No, I haven't edited that particular deposit. No, I havent restored an old back up after a financial exchange.

What do I do about this?

I can think of two things, Greggs.

It's a payment that's recorded twice or a sales receipt without a customer's name. We'll open the Undeposited Funds quick report, so we'll know the details about the transaction. I'll guide you along the way.

Here's how to pull up the Undeposited Funds Quick report:

1. Click Lists.
2. Go to Chart of Accounts.
3. Look for Undeposited Funds, right-click, then select QuickReport: Undeposited Funds.
4. Look for the specific deposit, then double-click to open the transaction.

If it's a duplicate deposit, we can go ahead and delete it. Here's how:

1. Open the transaction.
2. Click Delete.
3. Select OK to confirm.

However, if it's a sales receipt without a customer, you'll have to add the customer's name. Here's how:

1. Open the transaction.
2. Click the CUSTOMER:JOB drop-down arrow, then select the customer.
3. Click Save & Close.

Once done, you can now deposit the payment to the right bank account. Here's how:

1. Click Banking, then go to Make Deposits.
2. Select the Sales Receipt in the Payments to Deposit window, then click OK. 
3. Select the correct bank account, then click Save & Close.

Although, if it's not a duplicate payment or a sales receipt, this unexpected behavior can be caused by corrupted data. We'll run the verify/rebuild tool to detect data damage. 

After running the tool, go to the Make Deposits window, then check if you can still see the transactions. 

You can always drop a comment below if you need more help from us. We're just right here to assist you. 

Thanks for keeping us posted with the results, greggs.

Let's run the Refresher tool which serves a mini repair on your QuickBooks Desktop. This is one of the solutions used to fixed QuickBooks crashing issue.

Here's how:

1. Close QuickBooks. 
2. Download the Refresher tool.
3. Save the file on your desktop.
4. Run the QBRefresher tool.
5. Re-open QuickBooks Desktop.

If this doesn't work, you can have this article for additional troubleshooting options: Solutions for when QuickBooks stops working.

I'm committed to helping out whenever you need me. Have a wonderful day.

I'm not having a problem with quickbooks crashing.  It's functioning fine - other than occasionally duplicating daily receipts. 

What will refresher do that rebuild or quickbooks doctor won't do?

Every tool has its uses in QuickBooks Desktop, Greggs.

Here's a quick explanation on what the tools focus in:

• The Refresher tool fixes the damaged Windows and QuickBooks components.
• The Verify/Rebuild process fixes the damaged transactions, items, or lists on your company file.
• The QuickBooks File Doctor fixes the damaged QuickBooks components and setup.

You can use these tools depending on the root cause of the issue.

When the receipts are duplicating, here are the possible reasons why it is happening:

• They were added manually by one of your users.
• The company file is damaged.

We can review your Audit Trail report to see who created duplicate receipts:

1. Click Reports at the top menu and select Accountant & Taxes > Audit Trail.
2. Click the Customize Report button if necessary.

If you can't trace the history of the receipts, you can follow the Verify and Rebuild process. This is to remove any data integrity issues on the company file. You can use the link above to do it.

The additional troubleshooting steps depend on the result. Provide us additional details about this.

The link you provided just sends me on a ridiculous loop (one I have already found and looped through numerous times from several other avenues) and never actually gives me a way to contact QuickBooks.  It feels like a dirty trick.  I recognize that there is supposed to be an icon at the bottom of the QuickBooks desktop help page that I can click on to give me a phone number.....but there is not one.

I have been trying to find a phone number for well over an hour and cannot find one ANYWHERE.  I find this to be irresponsible for a company to "hide" customer service in this way.

Hi there, @gjackson.

I appreciate you for letting us know your experience when contacting our phone support. The QuickBooks Desktop Support team utilizes a callback system. You have to send a request through your Help menu, so one of our representatives can reach you.
 

Here's how to request a call from them:

1. Click the Help menu, then select QuickBooks Desktop Help.
2. Click the Contact Us button.
3. Enter a short description of your concerns under the Ask a question field.
4. Click Continue.
5. Select Get a callback.
6. From here you can choose to schedule a callback for a time that is convenient for you.

I've attached an article that you can use to check our available support hours and types, as well as for tips and other resources: 

• QuickBooks Desktop Support
• QBDT Self-help

Please know that the Community is always around to help with any QuickBooks questions you may be having. I’ll be here to keep helping. Have a good one.

Need help with my password. Every time I reset it when I log back in it says the password is incorrect. 

Thanks for joining this thread, mekanova.

Let's get you to the right support who can help reset your password so you can log back into QuickBooks.

Since you're already reset your login credentials, I recommend contacting QuickBooks Desktop Technical Team. This way, you don't have to keep resetting your password and prevent from being locked out in the system.

Here's how to get in touch with them:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
   
4. We’ll provide you a few support options. Select which one is best for you.

You can also refer to the Support hours and types link to contact us at a time convenient to you.

Let me know how the call goes by leaving a comment below or if there's anything else you need. I always got your back.

I can no longer sign into the app I have reset my password it keeps saying there Is an error during sign in I have no idea what’s happening it worked great until today and now nothing

Hi, Jayers2.

We can do a few troubleshooting steps to fix this. This will help us keep the application compatible with your OS. Let's start by resetting the app data to clear the cache and refresh it into its default state.

Here's how:

1. Click Help on the navigation bar at the top.
2. Select Reset App Data.
3. Allow a moment for the process to complete, and then close the app.
4. Be sure to right-click the app and Run as Administrator when re-opening.

If you still can't log in to your account, let's try to uninstall then reinstall the QuickBooks Online Desktop App. You can get more information in this article: QuickBooks App for Windows and Mac: General support.

Also, you can try to log in using our QuickBooks Online Test Drive. This is to check whether this has something to do with your company data or QuickBooks account.

However, if you still can't access your account, I'd suggest getting in touch with our QuickBooks Support. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

If I can be of additional assistance while working with QuickBooks, don't hesitate to let me know. I'd be more than willing to lend you a hand.

Credit Card payment posted 2/24/2020, deductions not coming off today's payroll

Thanks for joining the Community, VFF.

Let's try to do some troubleshooting steps to check if this is a browser related issue. Let's start with using an incognito window to determine if it's the browser's cache that's causing your tax deductions to not calculate.

You can use the following keyboard shortcuts as your reference:

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

If it works, we’ll need to clear your browser’s cache to optimize the browser’s performance and your QBO experience. Also, trying other supported browser can fix this payroll issue.

Leave me a reply below if there's anything I can assist you with. Have a nice day and take care!

My subscription must be renewed and my debit card has expired. I do not have another bank card and will not get one soon due to the lockdown. Can I make an EFT payment to renew the subscription as I have the funds in my bank account?

I'd like to guide you to the right support, dantago.

Since Community is a public forum I want to make sure that your account information remains secure. I’d suggest reaching out to our Customer Support Team. This team is the best resource for such inquiries, as they have the necessary tools to pull up your account and check what's best to offer because of the current events.

Here’s how to reach them: 

1. Choose the Help menu in the upper right hand to open the Search window.

2. From there, scroll down to click the Contact us link.

3. Type the issue/topic in the field box and then hit the Let’s talk button.

4. Select how you want to reach out to our support team: Start messaging or Get a callback.

To ensure that we address your concern on time, you can check our available hours when contacting our support.

You can browse a specific topic and learn more through our Help Articles page.

I’ll be around if you need further assistance, @dantago. Take good care.

Sorry, it does not work. Just to talk to a person. It does not work. Just takes me round and round in a vicious circle. Truly bummed about quickbooks right now. Just give me a phone number where a human being picks up at the other end. I have wasted two hours trying to contact intuit. Nothing works.

Hello, @disappointed2.

This is not the experience we want you to have. Our priority is to ensure that customers like you are satisfied at all levels. Also, we want to provide the most suitable way to fix your concerns without delay. That being said, you can schedule a callback through the Help icon. I can guide you on how to do it.

1. Click the Help on the top right.
2. Select the Contact Us button. 
3. Enter your concern.
4. Click Let's talk.
5. Choose a way to connect with us through, Start a chat or Get a callback. 

Also, you may post your questions here in the Community. Our users together with the QuickBooks Team can share best practices on how QuickBooks works. And how to resolve some errors and unexpected behaviors they’ve encountered. For more detailed information about the support we offer at Intuit and its availability, you can browse this article: Support hours and types. 

The Community always has your back and would also be happy to help with your questions as well. I’m just a few clicks away should you need anything.