Why is it impossible to speak with someone live over the phone?

Hello @robbie7,

Right now, our staff in the Phone channel is limited and they're working efficiently to manage all needs from our customers, like you. If I may ask, can you tell me your concern while you're in the Community?

Nevertheless, you may want to consider contacting them using other channels. Here's how:

1. Go to Help.
2. Select QuickBooks Desktop Help.
3. Click Contact Us.
4. On the next window, select Search something else.
5. Under Tell us more about your question, enter a short description of your concern.
6. Click Message Us.

In addition, here's an article you can read to learn more about the schedule of our available support: Support hours and types.

Lastly, I've got you these helpful articles for ideas about how you can work well with your business in QuickBooks: Help Articles for QuickBooks Desktop.

If there's anything else that I can help you with, please let me know in the comment section down below. I'll always be around, ready to help.

My concern is that I've spent my entire morning trying to get logged into QuickBooks online, which now at this point I'm wondering if our company has ever even set that up (and I should be able to get help with this - It tells me I have a username and then to reset the password but as soon as I do I'm sent back to the very beginning of the process) but we got a charge and I'd like to know what it was for. ALSO, we purchased the back-up option through QuickBooks last year and I'm STILL not able to get ahold of anyone to help me understand how to use it. I have MANY concerns that I believe would be better understood and answered if only I was able to actually speak with someone. 

Thanks for the in-depth information about the issue, @Robbie8,

It is our main priority to ensure all customer concerns are resolved in no time. Since your issue involves account verification and confidential information, it is best to get a hold of our live representatives.

They are the ones who can check your login credentials and go through your billing history.

Just a reminder, due to the ongoing COVID-19 pandemic, we have made changes to our operation hours. You can request for a callback from one of our representatives or use our live messaging option from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays.

Since you're unable to get in to your account, try the following steps in our test drive.

1. Open this link, then go to the Help menu then select Contact us.
2. Enter the keyword Account Management and Billing in the What can we help you with? box.
3. On the next screen, scroll down to the Choose a way to connect with us section.
4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
   
5. When using the messaging 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 after filling in the information needed. See this:

When you're connected, provide all the information about your concern or request a viewing session with out representative if needed.

Let me know how it goes. I want to make sure you're taken care of, and I'll be right here if you need anything else. Have a nice day!

@Robbie8 

Just to clarify, are you using QB Desktop or QB Online. The tagging is for QB Desktop but you mentioned "online".