Unable to contact support

I appreciate the troubleshooting steps you've tried, MarcosT.

I'm here to help you sort this out so you'll be able to contact us. Please follow the outlined steps below:

1. Make sure QuickBooks is closed.
2. Go to File Manager and go to C drive.
3. Click on the ProgramData folder and then select the Intuit folder.
4. Click on the QuickBooks 2018.
5. Click on the QBW.ini file and scroll down to the bottom, then click Enter.
6. Go to the next blank line and type [SELFHELPPLUGIN], and hit Enter.
7. Type Enabled=0 and click Enter.
8. Click File, and then Save and close the file.
9. Re-open QuickBooks and press F1. 

You should be seeing the new look of the Help section.

Please check out this link to download QuickBooks 2020 version: https://downloads.quickbooks.com/app/qbdt/products

I'm also including this article about new features in QBDT 2020 for your reference: What’s new in QuickBooks Desktop 2020

I'd appreciate it if you could give me an update on how the steps work. I'll be right here if you have any additional questions about the process.

Hello GlinetteC,

Enabling QuickBooks help worked after following your step by step instructions. Thanks a lot! Unfortunately after clicking the Message Us button I received a "Sorry we missed you!" message which is a step up from a blank window I get in the web browser so I guess I will try again at a later date. 

As for installing the 2020 version of QuickBooks, we have an active "QuickBooks Desktop Enterprise Subscription Standard - Latest Version" subscription. Does that mean we can upgrade from version 18 to version 20 using the same license number for free? If so, can we just uninstall version 18 from our PCs/Server and then install version 20 and our company files will automatically update to the new version when we open them using QuickBooks 20? Thanks a lot for your help!

Glad to have you back here, MarcosT.

Let me share some information about the upgrade process in QuickBooks Desktop. You'll need to create a backup copy of your file to ensure that data is saved before upgrading. You can check it here: Back up your QuickBooks Desktop company file. When you upgrade to a newer version of QuickBooks, you'll also need to upgrade your company files. 

Here's how:

1. Make sure all users are logged out of your company file.
2. Open your new version of QuickBooks Desktop.
3. Select Open or Restore Company if you don't have a company file open. You can also go to the File menu and select Open or Restore Company.
4. Select Open a company file, then Next. If you have a backup company file (QBB) instead of a company file (QBW), select Restore a backup copy and then Local backup.
5. Browse your computer for your company file. You wrote down the file location in Step 1. Select it and then select Open.
6. Sign in to your company file as an admin user.
7. Before you upgrade, QuickBooks automatically creates a backup of your existing company file. You can select Change this default location to save the backup in a specific folder.
8. Select Update Now to start the upgrade.
9. When QuickBooks is finished, select Done.

To learn more information about upgrading your company files, you can check this out: Upgrade your company files after switching to a new version of QuickBooks Desktop.

Please let me know if you need more help with the process.

Thanks a lot for your instructions. I will give them a try and let you know how it goes. 

I have tried for 45 minutes to find someone to talk to about the fact that we were billed for the annual renewal in April and now again in August.  The Intuit site is unacceptable for help. 

Hi there, Joanne331. 

Thank you for stopping by the Community, based off of your description of what's going on, You'll want to reach out to our Support team, either via Phone or Messenger, this is because here in the Community, which is a public forum setting, we don't have access to individual accounts. To reach them, follow these steps:

Open your QuickBooks Desktop to connect with us.

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us:
   • Start messaging with a support expert.
   • Get a callback from an expert (availability may be limited).

If you have any other questions, feel free to post below at any time. Thank you and have a nice afternoon. 

hi

I am having the same issue! I cant help but feel that if Intuite put half the effort they put into sales into support concerning issues outside of their posted knowledge base it would be a great product. So far this exsperience with Quickbooks has been FRUSTRATING! No problems finding info on how to use the product as is, however I have a case number that has gone unanswered for a couple of weeks now and cannot seem to contact anyone as it seems there "contact us" page is still broken as I get a blank page whenever I try to use the "recommended"  way to get support. I was able to contact them several weeks ago via chat for 6 hrs  only to get a case number and no progress what so ever on my technical issue.

This is not the kind of service we want you to experience, B Cald Well.

You can reach our QuickBooks Desktop support here: QuickBooks Desktop. You can also Contact Us directly here instead.

Furthermore, you can only get updates on your concern from them. They have a record and will be able to pull up the details for you.

Please don't hesitate to let me know if you have other questions or concerns.