Renew subscription not working. Something's not quite right Something's not working. Give us a few minutes and try again. If it still doesn't work, please contact us.

Welcome back to the Community, tlelectrical88. 

Here are the possible reasons you’re seeing the error when reactivating the subscription:

• You have no user access rights.
• Account number is invalid.
• The card is over the limit or expired.
• The billing address in the system includes special characters and doesn't match with the one shown on your credit card statement.
• The browser’s cache is full.

When you resubscribe, you’ll first need to be the Master Admin or Company Admin to update the payment information for your account. If not, you’ll need to contact the administrator to have your user rights changed. 

Second, make sure to enter the correct Credit or Debit card number in the Payment Information page.

Third, you’ll have to check the card’s expiration date to determine if it’s already expired or not.

Fourth, make sure the billing address doesn't include any special characters, especially accents and hyphens. You’ll have to verify if the Billing Address in QuickBooks is the same as the one shown on your credit card statement. For more information about this process, go through this article: https://community.intuit.com/articles/1769732.

If the steps above don’t work, let’s access your QBO company through a private or incognito window. This helps isolate the issue since it doesn’t store data in the cache. Make sure to use correct login credentials. Here are the keyboard shortcuts: 

• For Chrome, press Ctrl + Shift + N.
• For Internet Explorer or Firefox, hit Ctrl + Shift + P.
• For Safari, hold down Command + Shift + N.

Then, resubscribe your account. If it works, let’s clear the cache of your regular browser. This helps the browser to function efficiently. You can also use other compatible browsers if private browsing doesn’t work.

Visit this article: https://community.intuit.com/browse/quickbooks-accountant-za-en-youraccount. This link provides useful resources on how to effectively manage your account, users, billing, and subscription details.

I’m here anytime you have other concerns. I’m looking forward to the success of your account renewal, tlelectrical88.

This needs to be fixed!  Having this problem in Jan 2020 so this has been going on for a few months.  QBO what are you doing to correct???

This isn't the kind of experience that we want you to encounter, Dash27.

I'll take it as you're unable to resubscribe after you have been removed from wholesale billing. Our engineers are still in the process of finding the reason why you're unable to resubscribe.

While we are working to fix this issue, I'd recommend contacting our Customer Support team so you'll be added to the list of those affected users. Let me guide you with these steps:

1. Click the ? Help icon.
2. Click Contact Us.
3. Enter I'm unable to resubscribe as your keyword.
4. Click Let's talk.
5. In the Choose a way to connect with us page, select either Start messaging or Get a callback.

I've also added these articles that has the information about Wholesale billing:

• Wholesale billing resources for QuickBooks Online Accountant 
• About QuickBooks Online Accountant features 

We appreciate your patience while we're working to have this issue a fix.

I have both messaged and talked with customer support 'specialists.'  One specialist sent me on a wild goose chase with our credit card company.  More wasted time.

I would just like a time frame as to when this problem might be resolved.  Surely people who reported this problem back in Sept aren't still waiting for a fix!!

There's  a backup of data which needs to be entered into our system and for now I'm unable to do a thing with QBO!

How hard can it be to take a cc payment?!!

I can see here you're using the Accountant version of QuickBooks Online (QBO) South Africa, Dash27.

We've received reports the same as yours from another country version of QBO. I'd still recommend reaching out to our QuickBooks Support Team again. They can check your account log why you're unable to re-subscribe.

You can click on this link to get our contact information: QuickBooks Online Accountant support.

If you have any other concerns, please let us know. We're here to help as much as we can.

I'm also having this issue.  Still waiting on a productive response from QBO.  This is very frustrating as I have clients who want to pay but can not!!

Jane, I don't know what you are seeing, but I am not using a South African version QBO.

I'm in the states.

And still waiting for resolution!

How long have you had this issue, Jessica?  It IS very frustrating not to be able to pay and get no assistance from their customer support. (both chats and phone calls)

Our product engineers are working hard to fix this issue, jessicagarrettmi.

As we're doing our best to fix this, I would still recommend reaching out to our technical supports. This way, they can add your account details to the list affected user. We'll be sending you an update via email once it will be resolved. You can check our support hours and contact us at a time convenient to you.

Here's how to contact support:

1. Select Help (?) at the top right.
2. Click the Contact Us button.
3. Enter a brief description of your concern.
4. Hit Let's talk.
5. Select Get a callback or Start a chat to connect to a live support agent.

I'll also keep this thread updated once we receive an update from our engineers. If you have any other questions or concerns, please let me know by adding a reply. I'm always here and ready to help.

I've been having this issue for 24 hours but possibly before that too as I took a week off over the holidays.

I was on chat for an hour yesterday with no resolution and the person there opened a ticked with "back end" people there.  I assume this means they already know about my issue & have added me to the list.  Any idea how long we'll be waiting.  I had several more customers this morning who I could not take payment from.  I'm considering a switch to Freshbooks because this is insane.

Yes, that's the same spiel they gave me last week.  I was told they would contact me "immediately" and so far I've heard nothing 

I'm not familiar with Freshbooks, hmmm, I need to look into that!

Hi @jessicagarrettmi and @Dash27,

As per checking today, this is still an ongoing investigation. In the meantime, most of the QuickBooks issue is fix by following these troubleshooting steps.

Let's start using a private browser and log in to your QuickBooks account.

Use these keyboard shortcuts depending on the browser you're using:

• Google Chrome: press Ctrl + Shift + N
• Mozilla Firefox: press Ctrl + Shift + P
• Internet Explorer: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If this works, go back to your regular browser and clear the browser's cache to remove the log files and start with a clean slate. If the private browser doesn’t work, you can also use other compatible browsers with QuickBooks.

 If you have any other concerns, feel free to reply to the tread. We’re here to help.

Just got off the phone with customer service. Sounds like it may take another day or two to fix. This is outrageously absurd for a company that helps me process credit card payments.

Also, customer support, quit recommending I clear my browser cache. I tried that eons ago. You know that’s not the issue!

WE HAVE AN ANSWER!!

Thanks to Trish with QBO customer service who stuck with me on the phone until it actually worked!!

Go to your browser settings (ie Chrome settings)

--> Advanced

--> Site Settings

--> Cookies and site data

-->  Allow

Add the intuit site address (I added both intuit.com and qbo.intuit.com)

Then go to a new browser window (I used an incognito window), open QBO, and enter info in Resubscribe.

Voila!!!

(fyi--I also had disabled my firewall and virus setting previously but this alone didn't seem to help.  It was all still off when they had me allow the intuit address in Chrome settings so not sure if that helped to make it work.)

I added intuit.com yesterday after I saw a rec online somewhere. It didn’t work. But I’ll try the other one and see...

IT WORKED!!! Hooray!! Ridiculous that we should have to crowdsource customer support, blind leading the blind. But thank you, nonetheless!

That is such good news, Jessica!

I totally agree! And I'm very curious if all of the affected customers who called for support and were added to their que for the 'back end team' will ever get an email explaining the fix.

Hello @1231 4615 3554 009,

There are times that your browser is full of frequently-accessed page resources, thus causing websites, like QuickBooks Online (QBO), to act weirdly. This can be the reason why you received an error while you're updating your subscription.

Let's consider logging into your QBO account using a private browser so we can isolate this issue. To do so:

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

If this works, you can clear your regular browser's cache so the system can start fresh. But if you get the same results while using a private browser, use a different browser instead.

I've also included this helpful article in case you need some ideas about managing your account and transactions: QBO Self-help.

Feel free to visit us again, if you have any other questions with QuickBooks. Always here to help.

Didn't work for me

Welcome to the thread, @rstanek.

I want to ensure this gets resolve for you. If I may ask, have you encountered any error message upon reactivating your account?

In the meantime, I recommend following the steps provided by my colleague RaymondJayO above. 

Please keep me posted on your results with this here, the Community has you covered. Thanks again, I'll be standing by for your response. Take care. 

See Screenshot attached. My accounting firm said they transferred the billing to my company. I have been on the phone multiple times with support with no resolution. Here is the case # I was given yesterday ([removed])