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Level 1

Customer support is not responding to my case and the next chat messaging window is noted as 1.5 days away. How can I follow up on open cases? I have the case number.

The case was opened 8 days ago and was noted that it would be reviewed within 3 business days.
2 Comments
QuickBooks Team

Customer support is not responding to my case and the next chat messaging window is noted as 1.5 days away. How can I follow up on open cases? I have the case number.

Good day, leron-kishoni-co.

 

I want to take a look at it myself so I can provide you an update. However, this is a public forum and we have limited access to it.

 

It'd be best to reach out again to our Customer Support Team. They are the only ones that can check the status of the case. Please follow these steps:

 

The new "Help" menu interface: 

  1. Go to the Help button and click the Talk to a human option (then type it again when prompted).
  2. When asked by the bot, enter the case number.
  3. Select I still need a human and proceed with Contact us.
  4. Click Let’s talk then choose either Get a call or Start messaging

For the old "Help" menu:

  1. Click the Help icon and select the Contact Us button.
  2. Type the case number in the What can we help you with box.
  3. Proceed with the Let's talk button.
  4. Select either Start messaging or Get a call button.

I'll appreciate it if you can share some details about the concern. That way, I can also provide possible resolutions.

 

We're open 24/7 to help you. If you have other questions, please feel free to visit us anytime. 

Level 1

Customer support is not responding to my case and the next chat messaging window is noted as 1.5 days away. How can I follow up on open cases? I have the case number.

Thanks, Alex. 

After entering the case number I'm provided the options of Ask the Community or Messaging. Previously Messaging was showing as next available on Thursday at 4pm (1.5 days away) which is why I went the ask the community route. It now shows messaging will be available today (Wednesday) at 4pm. So there is still a lag but not as bad. (Original case related to information I submitted to change the master admin on the account). I do not have the Get a Call option though.

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