Why is the support phone callback option no longer available?

The option to get a callback is still available, @srmayfield.

First of all, you've got me here to assist you with any QuickBooks concern. If you could please provide me with some more details of what you were experiencing, I would be happy to take a look and help get it taken care of.

On the other hand, being able to select the Get a callback option for our support is available during our office hours. This is from Mondays-Fridays 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. Make sure to reach our Customer Care Team during these hours.

I've included a screenshot below showing the said option: 

However, if you're doing this during office hours and the option isn't available, let's access your account on a private window and process it from there. This can help us identify if the issue has something to do with the browser that you're using.

Doing this prevents the browser from collecting cache files (cookies), and also disables any features or benefits gained from already-collected files. Since these files can often become outdated or corrupted, using a Private Window allows you to access QuickBooks with a fresh slate to see if it resolves the issue.

You can open a Private Window in all supported browsers using the corresponding keyboard shortcut below:

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

If it works fine, I suggest clearing your regular browser's cache. The next time you log in to QuickBooks Online, your browser will download fresh copies of your data. Any cache-related issues will be fixed.

If the same thing happens, you can utilize our test drive link to contact our support. 

Let me know how the these steps work for you. I'll be around to assist you if there's anything else that you need. Have a good one!

@srmayfield 

Actually, what no one tells you, is that if you don't type in just the right thing, when requesting anything, it won't actually give you a callback option.  You have to just figure out which comment or concern, gives you that callback option. Otherwise, it's only chat or message. 

They have even made it more difficult to get a callback.  It seems it has to be an over charge to your acct, or billing issue to get one. 

Actually, Intuit - SCREW YOU, NOT ITS NOT AVAILABLE

I've been trying to find the spot to do a callback for 3 days and now my tax deadline to make changes passed yesterday!!!!

You have the most terrible website I've EVER had the displeasure of using. I switched to Xero and IT'S THE BEST THING EVER, and you can actually CALL SUPPORT.

So, to everyone reading this: use Gusto and Xero!

Exactly. I typed in 30 different prompts, YES 30, and I got NOTHING!  Intuit is a failed abortion.

The callback prompt has reappeared. However, I can no longer get service on weekends. This is NOT what I agreed to and NOT what I am paying for. I am currently on hold with sales to discuss this. We have a small business, but I also work a full time job and do not typically have the energy to deal with this on weekday evenings. Plus classes for my masters program start tomorrow. I don't have any other time to take care of this. Are they available on legal holidays like Martin Luther King Day? Or am I going to have to wait until Spring Break to get this fixed? 

Unacceptable. Not what I am paying for. This service has been available on weekends, which is the time I have to work on our company books. Monday-Friday service is not adequate for my needs and not what was agreed to when I signed up.

I agree! I am having the same issue. No call back feature appears, even after using a private window. I have been having this issue for OVER A MONTH now. Every single time I reach out to QB chat, I experience by far THE WORST customer service ever. The chat representatives are awful. They just keep REPEATING the same things over and over to me after I explicitly stated that their suggestions, solutions, or instructions don't work and don't solve my problem. They FAIL to escalate my issue. With tax deadlines and running a small business in a pandemic, this is destructive and crippling. I am SEVERELY DISAPPOINTED!

This isn't what I want anyone to experience when reaching out to our support, V3RM1N0VS.

We currently have a high contact volume both via phone and chat. Please bear with us and know that our representatives will be happy to help you once they reach you.

You can contact them again by following these steps:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Click Contact us and choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

Please take note of the support hours I've listed below:

• Plus, Essentials, Simple Start M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT
• Advanced, any time, any day.
   

I'm adding this link to help manage your QuickBooks account: Video tutorials for QuickBooks Online.

If you have questions or concerns I can address here in the Community, feel free to add them below. I'll be glad to help.