The ability to turn off "Post invoice survey" that went live over a month ago without our consent continues to be broken under a spinning icon. Support has been terrible

It is not the experience we want you to have, Daniel. I see how challenging it can be when a new feature affects your operations. Let’s work together to get the post-invoice survey turned off so you can focus on what matters most—your business and your customers.

To begin, let's ensure the feature is turned off by managing the notifications for these surveys. I'll outline the steps below.

1. Log in to QuickBooks Online.
2. Navigate to the Gear icon.
3. Select Account and Settings.
4. Go to the Sales tab.
5. Scroll down to the Online Delivery section.
6. Toggle the Post-Invoice Survey option to disable it.

However, If you've already followed the instructions from the email to turn off this feature and the issue persists, consider using browser extensions to detect and prevent pop-ups. For more information, you can refer to this article about post-invoice surveys in QBO: Receive business referrals and customer feedback from QuickBooks post-invoice surveys.

As stated, this exact process you outlined has been attempted multiple times with multiple browsers and multiple browsers for months.  I've asked for this issue to be escalated to engineering and to managers before, with no luck.  Again, a terrible user experience and sending out communications on our behalf to customers that we never asked for, with no way to turn it off.

The screenshot below shows the spinning icon that never resolves, before and after the pencil icon is clicked.

Please try again / escalate higher.

I recognize the importance of turning off the post-invoice survey, @Daniel. Let me route you to the best person who can help you fix this one.

Since the issue persists on your end, I recommend contacting our customer support team. I'm aware that you've already gotten in touch with them but it's the best we can do given that they have the tools to securely open your account and investigate further.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Go to (?) Help.
3. Select Contact Us, then select a topic to connect with the right expert.
4. Choose your preferred way to connect.

Let me offer this page for additional insights about handling your invoices: Manage invoices. Some of these articles can help you manages your accounts receivables and invoices in QuickBooks Online (QBO).

Don't hesitate to return to this forum or respond directly to this message if you encounter any further challenges with your account or any task in QuickBooks Online. We're here to assist you with any aspect of QBO that you find challenging.
 

I've reached out to support (phone and chat) several times too.  Is there no way for you to escalate this issue on your end to a manager and/or the engineering team??

Hi @dg2024 , looks like you've recently discovered what many Quickbooks users have been screaming into the void about. Intuit is wholly uninterested with the issues they are constantly creating by rolling out untested and unfinished "updates" and are determined to continue doing so.

To get real results, you will have to take this issue to social media and make sure to tag Quickbooks and Intuit. Also, look into switching your accounting software. Many programs have outpaced Quickbooks now for user needs, have very responsive development teams, and are much much cheaper.

100%.  I've spent many weeks on this "simple" issue.  Even this support thread asks me to repeat the same tired tasks I already reported in my initial post as taking me nowhere, including "just contact support". The worst customer service I've ever experienced in a product.  As a small business owner, I'd be better tracking my expenses in Excel and sending paper invoices than dealing with this nonsense.  They are definitely NOT getting my renewal, and I will likely just cancel early.

Daniel, it's apparent that this situation requires urgent attention. You can count on me to escalate the issue immediately to ensure that you can continue to complete your tasks with the program.

I'll reach out to our Next Level Help team to review comments in the Community forum as well as your recent cases with the support. Please expect a call from an expert within 1-2 business days regarding the next steps.

Additionally, I'm including this help article where you can find information about invoice-related issues and FAQs on managing your invoices: Manage invoices.
 

If you have follow-up questions or any other concerns within QuickBooks, please know that we care and are always available to help.