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harealty18
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

 
12 Comments 12
JessT
Moderator

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

Hi harealty18,

 

I can imagine the things that you've been through trying to update your billing information. I'll provide information for cases like this.

 

There are possible causes why payments are not successful, and we've listed them in this article: Credit card declined for QuickBooks Online subscription. I believe they will be able to guide you on how to check things out, like checking with your bank if we're authorized to take charges from your card, checking the limit, etc.

 

I know you did everything with the help of our phone team, but only they have the tools to dig down to the billing details of your account. If this is still left unresolved, I would suggest calling them back for further checking. I presume some of your cases are still open right now because you still have this issue.

 

Feel free to reply to this thread if you still have other questions.

harealty18
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

No Solution to date, account is still 'locked' by Quickbooks, who are unable to find the cause - Tier 2 support, 5 Customer Service agents, 6 phone call each over one hour long, and now a 'Investigation Case' opened with no suggestion on when or even IF this will be resolved - completely locked out from updating  billing information on QB account , QB doesn't know why 

JasroV
QuickBooks Team

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

This isn’t the kind of service I want you to experience, @harealty18.


We always aim to provide quality service that you and other QuickBooks users deserve.

 

Rest assured our engineering team is working to fix this as soon as possible. Once the issue is resolved, we'll notify you through your email. For now, I recommend checking your email inbox from time to time.

 

Also, I'm attaching this article that you can use for future guidance in updating your billing information once the issue clears up: Update your billing and subscription info in QuickBooks Online.

 

We appreciate your patience while we’re working to fix this. In case you have any other concerns about QuickBooks, you’re always welcome to post a reply. I’ll be around read to back you up. Stay safe and take care.

harealty18
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

NOPE, NADA, NOTHING - no one has been able to get us access to our account - yesterdays phone call just over 2.5 hours - still locked out from our account simply because Intuit can not fix a bug

harealty18
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

NOPE, NADA, NOTHING - no one has been able to get us access to our account - yesterdays phone call just over 2.5 hours - still locked out from our account simply because Intuit can not fix a bug

commfish1
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

yes. 3 days and no results yet. they had the CC info and let it lapse. now my books are inaccessible.

Mark_R
QuickBooks Team

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

Let me provide an update regarding the issue, @commfish1.

 

Our product engineers have resolved the issue of updating the billing credit card information for your subscription. There was a temporary problem with a wallet service that was causing the payment information failure for QBO.

 

If you're still getting an error, you'll want to clear your browser's cache so the system can start fresh. 

 

If the issue persists, I recommend contacting our QuickBooks Support Team again. This way, they can look into your account further and provide additional troubleshooting steps to get this resolved.

 

Once everything is settled, you might want to change your billing schedule for your subscription. This article will guide you through the steps: Manage billing, payment, and subscription info in QuickBooks Online.

 

Please know that I'm just a reply away if you need any further assistance updating your billing information. Wishing you all the best, @commfish1.

Fiat Lux - ASIA
Level 15

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

@commfish1 

If you are using QBO US version, makes sure to use a credit card issued in the US. 

Marl-dev
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

Just wondering if this was ever resolved for you? Its now 2023 and I am having the same issue and am just left hanging with the information "there is an open investigation" 

 

Oof! 

FateCandylaneT
QuickBooks Team

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

Glad to see you joining in on this thread, Marl-dev. Allow me to share insights about your credit card billing concern.

 

Beforehand, may I know what specific error you've encountered when adding or updating your credit card billing information? This way, we'll be able to review similar cases of your concern from the other users and ensure you'll get the assistance you need.

 

With QuickBooks, there are possible reasons why payments aren't successful in renewing your subscription, and that includes the following:

 

  • Invalid account number.
  • Expired credit card.
  • Over-limit or past due.
  • The billing address in QuickBooks Online doesn't match the address on your credit card statement.
  • Prepaid cards.
  • Issuing bank won't authorize the card electronically.

 

You can check out this article for more detailed information: Credit card declined for QuickBooks Online subscription.

 

Moreover, I'm adding these references to guide you in managing QuickBooks subscription: Manage billing, payment, and subscription info in QuickBooks Online.

 

We'd be glad to hear more from you if you require additional assistance managing your billing subscription. You're always welcome to reply in this thread. Keep safe!

Vanessa34
Level 1

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

Is End of Nov 2023 now, I’m still facing this issue, unable to update my new card for billing as my old card has expired. Talk to customer support several times file complaint reference: [Removed]. 2 weeks later until today i still not able to update my new card for monthly billing and now they email me warning about services cancellation because they unable to deduct my billing with my old card?

The system can record my new card info, but the payment were still lock with the old card info and not allow me to select my new card as default payment. Also, there is no option for me to delete old card information. Help please? Urgent.

 

jeanbiverly_
QuickBooks Team

We are unable to update our subscription billing information with new CC info - 5 days, 7 phone calls to Customer Service unable to fix - anyone had billing problems ?

We appreciate you for bringing this matter to our attention, @Vanessa34.

 

We recognize the importance of updating your billing information to prevent workflow delays. In the meantime, you can wait up to 48 hours to accomplish it.

 

We accept Visa, MasterCard, American Express, and Discover. Customers can also set up Direct Debit for payment. Please note that the card used for payment must have a US-based billing address, and US territories are excluded. Our system only supports charging using one card at a time. Payment split between multiple cards is not supported. We also accept PayPal and Automated Clearing House (ACH) bank transfers as forms of payment. For reference, you can visit this article: Manage billing, payment, and subscription info in QuickBooks Online.

 

If the issue continues, I suggest contacting our support team.

 

Moreover, if you want to track bills and record the payments, you can check out this article for more guidance: Enter and manage bills and bill payments in QuickBooks Online.

 

Please click the reply button if you have further concerns about updating your billing information. We're here to help.

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