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Level 3

QBO Subscription Level Accidental Change

As I was reconciling a client's credit card account, I found that the subscription cost had doubled, indicating it went from QBO Plus to QBO Advanced. I checked with the client, he did not order the change, and I did not either. 

Looking at the audit log, I see a settings change on the date of the charge. No other explanation. 


I am starting to suspect an accidental change stemming from some marketing question I ignored, closed, or something of that nature. I feel like Intuit's marketing procedures are very aggressive, and I am quite upset at this. 


This is the second time I have seen this. 

The first time, it was a client I started with in the fall and wondered why on Earth he had the Advanced subscription when all he needs is QBO Essentials. He did not know that happened, his CPA did not either. From his subscription payment log, I can see a couple of back & forth charge for Advanced and subsequent partial refund. But it stops after 2 months, so I am suspecting that the admin at the time stopped challenging the charge and it was left as is. 


I am very upset about this. I called QBOA support, was left on hold for 45 minutes while the billing department was contacted. I was told the billing department cannot talk to clients. I think some practices are downright dishonest on Intuit's part. 


Has anyone experienced anything like this? 

3 Comments 3

QBO Subscription Level Accidental Change

Hi there, @AnneB. Thanks for reaching out and providing feedback about your Billing concern.


I love to assist in checking the charges and subscription level changes associated with your account. I also see you already contacted our QuickBooks Support Team to confirm the cause of the issue. However, billing and subscription concerns require personal verification which can only be done by them. They’ll need to gather personal data to pull up billing, which we are unable to do in this public forum. Thus, I suggest contacting them again. 


To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.


Moreover, I don’t like to leave you empty-handed. You may want to visit our Community Help Articles hub. In case you need some related articles in managing your account.


If you have additional assistance while managing QuickBooks, let me know. I'll be around to provide further assistance. Have a nice day.

Level 3

QBO Subscription Level Accidental Change

Hi @MirriamM ,


I know very well how to access support, I do not need help for that. 

I do, however, have a big problem with the billing department. I called on Friday, was left on hold for 45 minutes and hung up. 


Today, I called back. The specialist said she did not see a case number associated with me or the client I was calling about. She gave me a case #, and put me on hold. I was on hold for 19 minutes and then the call disconnected. 


I hope to get a call back, but I would not be surprised if I did not. Could you help me get this resolved? Is it true that you cannot speak to anyone in billing? I find it hard to believe. If it is correct, then it is a deliberate tactic on the part of Intuit. People get tired of trying and leave the issue alone. My second client has been billed since the beginning of 2020 for Advanced when he does not need it. 


The case number is [removed]. 


Thank you! 

Level 3

QBO Subscription Level Accidental Change

This got solved by the third support technician: he did not put me on hold and stuck with the case until it was solved. I feel better about the whole thing. 

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