Is anyone else having issues contacting Intuit? I've tried to use the chat feature for the last couple of days... but it doesn't appear to be working?

I know there have been some issues with the chat feature. 

I have NEVER had luck with it.  If you really need to contact someone at Intuit, you should maybe request a callback. It's quicker.  I requested 2 chats, back in January.  I'm still waiting.  Lol

You can always ask your questions here, in the forum, and see if anyone might be able to help.  

Good luck.  

I'd love to help you with your issue about QuickBooks Online (QBO), @pam-redsbarber.

May I know what specific help you need? I can answer some general questions or concerns you may have about QBO. Simply click the Reply button below, and I’ll do what everything in my power to assist.

However, if you still wish to contact our Customer Care support, it's possible that the chat business hours are off when you tried contacting us. You can check our Support hours and types article for guidance.

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

As always please let me know how this goes or check back if you need help with QBO. Have an awesome day!

**Say "Thanks" by clicking the thumb icon in a post.
**Mark the post that answers your question by clicking on "Accept as solution".

Thanks… how do you request a callback?  I don’t recall seeing that as an option?

Hi Mirriam,

I’ve posted the first four of my questions in separate posts….it would be great if you could help with questions #5 & #6

1 – Subsequent A/P and A/R transactions after year-end/audit period.  Need to list the details (ck#, ck date) of A/P outstanding as of year-end paid after and provide the details of cash received (i.e. ck#, deposit date) after year-end of A/R outstanding at year-end.

2 – An Qkbks Desktop Customer lost / forgot their admin password (I want them to start closing the year… once we complete the audit.. the TB from last year… which Tied to the audit report has changed and they have no idea what has changed.  As you can imagine.. is a problem)

3 – New online customers not showing up under firm (they are already QkBks online customers that will continue to pay Intuit directly)… I can see them.. but no one else at our firm.

4 – I’m new and interested in training (CPE credits) for QkBks.  Want to know what’s recommended / appropriate

5-Can I use the location function like a class (client already uses classes for other purposes).  Basically I want to use location to capture costs between two sister companies.  Most of the cost / activity will go thru one of the sister companies.  I will manually consolidate the sister companies via excel for now… but I want to easily tease out / identify the transactions in the P&L reports that belong to the sister company.

6-Is there a test company I have access to play around in.. to see how functionality works, post transactions etc… It would be nice to test certain things before doing in a client’s data base

Thanks in advance,

Brian

I have clocked over 15 hours with 5 Advisors within my first 12 days of owning QB Enterprise. I have been old to instruct Microsoft to uninstall and reinstall Windows. I never had trouble with Windows before, my PC is working well, and nothing is out of order except Enterprise. Prior Accountant Pro worked fine.  Transfer/installation of 3 big files 6/5/2020: Pro Accountant 2016 data, and 2018 data, and 2020 data. Reference no. [removed]. Please let me send an email. I never was given Priority Circle privileges or informed how to apply when I asked.  Before I purchased the Enterprise, I was directed to a more specialized technical support . I was anticipating a problem of this scope and he was very helpful. Can this matter be escalated?

I'm very unhappy because I can't get any attention for my difficult problem. I have working with 5 advisors for 15 hours since my install 12 days ago. Don't these nice young people have administrators to guide them? One said he had 8 weeks of training which good. I would be happy to pursue other pathways. I find chat helpful.

This is not the kind of service we want you to experience in QuickBooks, @schultz2020. But, I assure you there is full of experts who are knowledgeable in all aspects of QuickBooks, and we're always pleased to help you along your way to success. You may find our Pro-Advisor available within your specified location. Here's how to search a Pro-Advisor:  

1. Go to Find-a-ProAdvisor website.
2. Click Get Started.
3. In the Find a pro window, tell us what you need to help with?, then click Next.
4. Choose the industry or type of business you have, then click Next.
5. Select the specific QuickBooks version you're using for your business, the click Next.
6. Enter the specific location or address of the accountant.
7. Click Search. 

That should do it! You'll then see a list of accountants available within your specified location.  

As always, you can reach out also to our Customer Support team, for further assistance. As they have the tools to pull up your account in a secure environment and answering any questions you may have.  

You can always visit us here in the Community if you have other questions about the Find a Pro-Advisor Program. Have a great day!

@schultz2020 

It seems you have QBES 2020 and need to migrate old data files. Did you encounter any error code?

I also am having troubles.  The chat feature generates no response 

Our Chat Support team has a specific business time, aa11236.

You may have contacted them after their office hours. This can be the reason why you didn't get any response from them.

Our Chat support team is available every Monday to Friday from 6:00 AM to 6:00 PM PST. Then, every Saturday between 6:00 AM to 3:00 PM PST.

If you're using the QuickBooks Online Advanced version, you may contact them any time and any day. 

Here's an article that has the list of our contact support: Support hours and types.

Tag my name if you need some assistance. I'll be happy to help you. Take care!

I can't access online chat feature - I fill out form and then the page goes blank.  How do we get help with online payroll if we can't chat with anyone?

I'm contacting the online chat within the hours listed and still nothing - NEED a call back feature

Hello, camccoy66.

I want to take care of your issue as soon as possible. I'm more than happy to lend a hand here, and assist you in getting in touch with our agents. 

We might be able to resolve the problem here. What issues did you encounter in our Online Payroll service? More details would help. 

If you still need to talk with our support agents, the call back feature is accessible through the Help icon. Here's how: 

1. In your QuickBooks Online company, click the Help icon.
2. Hit the Contact us button.
3. Enter the details of your issue with the payroll module. 
4. Click Let's talk.
5. Choose Get a call. 
6. Complete the call back form. 

More details about our contact channels can be found here. 

I'd also like to help you fix the blank chat window. This could be a cache issue in the browser. When the cache storage is full or corrupted, it can cause problems on certain webpages. To confirm this, use a private or incognito window (it doesn't use the existing cache data): 

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

Try filling out the chat request form, then connect with an agent. If it works, go back to your regular browser after chatting with them. Next, clear its cache to fix the blank page issue. Alternatively, you can use a supported browser as well. 

Our articles can also help you out with the payroll service. Browse for a topic and look for an article here. Change the product by selecting one under the Topics for section. 

Do you have any future questions for the Online Payroll service or QuickBooks Online? Please let me know and I'll help you out in the Community forums. 

I am an American living overseas in China. I no longer have a US residential address with things like utility bills going to it. I only have my parents' residential address to receive physical mail in the US. I do not have a US landline or mobile phone. Instead I use a Skype landline with a US number.

I cannot access my QB account because you've now made it a requirement to confirm my (years-old) account through a phone call. This apparently doesn't work with my Skype number, although it does work for other accounts of mine. In an attempt to explain my situation to you, I find I cannot even talk, email, chat, etc. because the gear option is only accessible from within my account. Which I cannot access.

Meanwhile, you automatically charge me each month for an inactive account which I cannot access, and cannot contact you about. Your chat feature hasn't been accessible. Navigating around the site to find some way to contact you is endless. Calls to any listed Intuit numbers, or any related chats have failed. I've wasted many hours trying to either be able to access my account or close the account. It seems my only option is to call my bank and have them stop payments to you. But I also want a refund for the several months where I haven't even been able to access my account. It's been useless, and your means of contact have been useless.

I'm very dissatisfied and angered by what appears designed methods of avoiding direct support. I'm treated as a non-customer to your absence of support because I cannot access my account and the help features therein. 

Another screenshot of my frustration.

Hello John, 

We appreciate the time you've spent in reaching out to us.

We want to make it up to you by making sure you get the help you need with your account concern. 

You'll hear from us soon.

It's been over a month since you wrote, "you'll hear from us soon," but no one has contacted me.

Meanwhile, another monthly payment has been extracted from me without me having accessed or used my QB account.

What are you going to do to help me?

John

I've had no response from you or anyone else with Intuit since you wrote this over a month ago.

Hello John K.

We've already made a request regarding your account. However, we won't be able review it here in the Community. We'll try reaching out to our Customer Care Team to do a follow up about this matter.

You can also contact them directly by following the steps on the earlier responses.

We appreciate your patience as we look into this.

This is not encouraging. 

As laid out in my previous posts, my attempts to reach any customer care members, by any means laid out, have been futile. This forum has been my only resort in my particular situation.

Since you cannot do anything about it here, and you can only "reach out" to an apparently unresponsive separate team, I'm left wondering how long I'll be stuck on this forum when all I need is one brief live call or chat with one of the many Intuit staff tasked with customer care. That really would take the tiniest fraction of time that all of this convoluted and over-designed customer care system is currently costing me and you. It's stunning that in 2020 a company like Intuit doesn't train and enable its staff to problem solve by thinking one inch outside the box. It's just a quick call, or a text chat, or even an email that would solve this.

As previously mentioned, I am a longtime paying customer.

John

What a waste of time this has been. But hopefully it steers others away from bothering to attempt to contact Intuit with similar issues.

Instead, simply dispute the charges through your bank/cc (just a few click-throughs online) and let them cancel your account for you by refusing to continue with recurring payments, and collect any refunds requested.

So...how do you get on the chat line?  Where is it located?

Our contact feature is located at the Help menu of your account, @jlinker23.

We ensure that all QuickBooks users can contact us with a few easy steps only. 

As mentioned by my colleague above, we might be able to resolve the problem here. You can leave us a message and rest assured it’ll be taken care of. However, if you still need to reach out to our Chat support or Phone Support team, I can lead you to them. Here’s how:

1. In your QuickBooks Online account, click the Help icon.
2. Hit the Contact Us button.
3. Enter the details of your concern in the box.
4. Click Let's talk.
5. Choose to Get a call.
   

Let me share a link that contains resources like training videos and webinars. This will help you run the business appropriately within QuickBooks.

Know that the Community and I are always here to help. Just let us know. Wishing you continued success!