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Welcome back to the Community, tlelectrical88.
Here are the possible reasons you’re seeing the error when reactivating the subscription:
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:
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 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:
I've also added these articles that has the information about Wholesale billing:
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.
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:
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 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.
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:
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.
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)
--> Site Settings
--> Cookies and site data
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.
(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.)
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:
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.
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.