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Level 1

Why does nothing every happen when I try to "message an agent?"

3 Comments 3

Why does nothing every happen when I try to "message an agent?"

I'm here to ensure you'll get the help you need, @jpbookkeeping


The Customer Care Team may not be available. That's why the system does nothing when you try to message an agent.


We have reduced our support hours to 6 AM - 6 PM PT (Mondays to Fridays) since we have limited staffing due to the pandemic. I'd suggest contacting them within these hours. Just select Start messaging under the Message an agent section. To learn more about their availability, check out this article: Support Hours And Types


If you contact them within the support hours, but the issue persists, the browser's stored cache may be full. It can cause unusual behavior in QuickBooks Online (QBO), such as being unable to message an agent. 


I'd first suggest logging into your QBO account using a private browser. It doesn't store data in the cache. Thus, it's a great way to isolate browser-related issues. If you're using Mozilla Firefox or Microsoft Edge, press the CTRL + Shift + P shortcut on your keyboard. For Safari, hit Command + Shift + N. Press CTRL + Shift + N if you're using Google Chrome. 


From there, go back to the Help menu at the upper right. If the Start messaging button works, let's clear your browser's cache to have a clean slate. This way, it'll function efficiently. If private browsing doesn't work, use other supported browsers to get the best and most secure experience with the program. 


As always, I recommend visiting this website: Resource Hub. It provides you articles about managing your QBO account, income, expenses, banking, inventory, and running reports. Just click + More topics under Topics to expand the sections. 


Also, can I ask for the specific issue you're experiencing in the program? You can click the Reply button below to add some information. I want to make sure I've got you covered here. 


You can count on me if there's anything else you need. Keep safe always, @jpbookkeeping

Level 1

Why does nothing every happen when I try to "message an agent?"

I can not clear the warning "Update Credit Card" message in the payroll section of my Quickbooks.  When I go to My Company the credit card info is correct and valid until 1/2021


Why does nothing every happen when I try to "message an agent?"

Thanks for joining the Quickbooks Community, 21SB. First, I'd like to start by doing some troubleshooting to determine if this isn't a browser-related issue. First, open a private browser and log in to your online account. This is to block stored cookies or any history that could be causing an issue.


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


Once this is completed, check to see if the warning error is removed. If it is, this indicates that your cache and cookies need to be cleared. The cache is in place to make loading web pages quicker and easier. Over time, frequently page visits can start problems, and loading a clean copy should fix it. Here's how you'd get this done in Chrome for example:


1. Select the three vertical dots in the top right corner.

2. Click More Tools, then Clear Browsing Data.

3. Change the time range to All Time.

4. Only check Cached images and files.

5. Click Clear data.


The following article provides similar steps if you're using a different browser: How do I clear my browser cache and temporary Internet files?



Feel free to follow up here to let me know how things look after giving this a try. I'll be here if you need assistance with anything else. Enjoy your evening.

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