We have been having a major issue with our Quickbooks Online account since 1/23/22, in which neither of our checking accounts connected in the QBO account have been updating. Between one of the company’s co-owners, and I(the office manager), we have spoken to at least 9 people on the phone with QBO help on 1/28 and1/31 (including Lance, Michael, Breanna, Jamie, Kim, and Andrea).
I did the help drop down AI help and followed all suggested troubleshooting with no luck. The co-owner has tried logging out of the checking accounts and logging back in to no avail in chrome and in incognito mode, as well as in explorer edge.
I tried doing the chat help from our QBO online site Friday afternoon, spoke with a Kathryn who determined the issue was above her paygrade and gave me a link to speak with someone in an elevated position. This link went to a QBO error page.
I then tried calling the help number provided with our Priority Circle that states “Access your VIP benefits
Contact your dedicated account team to get help with product setup, workflows, troubleshooting, and new QuickBooks features. 888-702-5228”
I have to say while everyone has been pleasant, this has been a customer service nightmare. I’ve been “transferred” from desktop help to online help only to not actually be transferred just hung up on, 3 times. When I was able to get through I was advised I was calling the specific desktop number, despite it being the number listed in our QBO Online Priority Circle tab. No one that I’ve spoken with has given me an actual answer on why we suddenly cannot update our bank transactions, something that is critical to our business and highly time sensitive, particularly at tax time and the end of the month.
We have been told it had to do with our data storage being exhausted, which made little sense to me as we have a QuickBooks Advanced subscription through Servpro account, which apart from billable users, shows unlimited for COA, classes & locations, and tag groups, and we are only using 10 of our 25 billable users.
We have been told it was a known issue and Intuit’s “best software engineers” were working on the issue.
We have been told it was a temporary issue and would be fixed upon clearing browser and signing back in, which has not proven accurate.
Any help would be greatly appreciated as this issue is severely handicapping our accounting department and put our monthly reconciliations and upcoming royalties at a standstill.
-Allison Monge
[email address removed]
