Subscription billing problems. QB chat people do not help and billing does not respond since a month.

Welcome and thanks for reaching out to the Community, @homiyar.

May I know what specific problems or issues you're having with your subscription billing? Are you getting any error messages? Any additional information will help me provide the best resolution.

In the meantime, to check if this is a browser-related (cache and cookies) issue, try signing into your QuickBooks Online (QBO) using a private browser (incognito).

Here's how:

• Press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

If everything looks good, return to your default browser and perform a clear cache to refresh the system. However, if the issue persists, try using other supported browsers.

For more information about changing your billing info, payment method, upgrading and downgrading your subscription, consider checking out this article: Update billing, payment, and subscription info in QuickBooks Online.

Reach out to me in the comment section below if you have any additional questions. I'll be here to help. Have a good one!

Hello FritzF,

Let me state my problem clearly.

I am an accountant in India with a bulk subscription and hence was charged a particular rate for the licences which was assured for a lifetime subject to nominal inflationary increases. From March 2021 the cost of these licences shot up by about 125% which is anything but nominal.

I contacted the chat team exactly 7 times todate starting from 5th or 6th of April who kept on informing me they could not help me as this is a billing section matter and they were putting up a note to the billing section to contact me urgently.

Well, one month has passed and still no contact from the billing section. My next subscription is due and I need to know whether I am going to get the accountants subscription or the new one that has been charged. With the new subscription it make no economic sense for me to continue with quick books.

Let me put my impression simply -  with Intuit the only thing quick is the name Quick books.      

It isn't the kind of experience that we want you to come across, homiyar.

For us to check your subscription, we'll have to do a screen-share with you. We can do this by reaching out to our Phone Support agents so you'll be guided on whether you'll have to purchase a different one or continue with the current subscription.

Also, if you want change your billing cycle, you can check this guide: Change your billing cycle.

I'll be around if you have other concerns. Keep safe!

Thank you for your message Adrian. Happy to do a screen share.

Unfortunately your phone support keeps saying it is a billing section issue and they cannot help. 

Please let me know how we can proceed and urgently please as my subscription may expire soon.

If its of any assistance the case id shared with me by your phone support is [removed].

Hi there, homiyar.

We do appreciate your time coming here for support.

The Community is a live forum where all users can use and chime in on. We're unable to check your account information here because we don't have the necessary tools.

I recommend contacting our Customer Care Team again to help you with the billing issue.

Here's how:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose Start a chat.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and click the Contact Support Team button.
3. Select either Messaging or Callback.
4. Enter your question and click Let's talk.
5. Choose either Start a chat.

I'll be around if you have other concerns with your QuickBooks account. Please feel free to leave a reply below, and I'll get back to you as soon as possible. Take care!

plus 1

Hi there, and thank you for joining this thread, elangovan1.

I'm here to help you with QuickBooks. Please update this post and share your concerns.

I'll be right here to provide answers to your questions. If you have billing issues, I recommend contacting our QuickBooks  Online Team so they can pull up your account. Then, verify your billing information in a secure environment.

Here's how to get in touch with them:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. In QB Assistant,enter the topic you need help with. You can also enter questions.
4. Select Contact Us to connect with a live support agent.
5. Choose Start a chat with a support expert.
6. Live chat M-F, 9:30 AM to 6:00 PM.

I'll keep this post while waiting for your response. Thank you and take care!

Hello MaryLand, 

Thank you for your email. I think there is some confusion in understanding at QB end. 

I have been in constant touch with the online customer service team since 5th April, 2021.

Its the one month anniversary today. The online team says it cannot help me as they have no idea what to do as they are not trained for this. They refer this to the billing / renewal team by putting up a note and giving me false assurances that somebody from billing will contact me between 24-48 hours. 

For reasons not known to me the billing / renewal team does not contact me though I have shared 5 contact numbers and an email. The only reasons that I can think of is either the customer service does not raise a memo or the billing / renewal team is too callous to respond.

Now, yesterday I have been informed / threatened that from May 22, 2021 my subscription will be cancelled for non payment of subscription for May with no reference to my dispute on the amount invoiced incorrectly to me.

The QB toll free number in India has been disconnected and there is no email or person available to connect with.

I hope I am clear in my explanation. If you check my record you will also find a case id assigned to me and find the correctness of my statements if they have been recorded. 

I pray to God that I get a response from QB which helps me solve my problems other than banal responses. 

I faced the same problem, and escalated the issue contacting top executives, I finally got the call today after they received directive from their higher ups.

the solution took just 10 minutes of our time to get it resolved, I dont know why the Support Team is not briefed on this. You can try the solution that worked for me, keep me posted if it helped 

1. First open browser in incognito or inprivate mode and log in to your QB

2. In QB go to your company settings and check your company address, ensure there is no special characters and symbols in the address.

3. In Phone option also no special characters, only 10 digit number 

4. once point 2 and 3 is completed, click on save and done

5. Now fo back to your subscription page, change it to netbanking, update your credentials and complete the nach mandate process with razorpay

when it redirects to QB subscription page wait for 2 mins, the status of your subscription should change.

the above process worked for me

Hi there, homiyar.

I appreciate you coming back to the thread and sharing details on what you've done to fix the issue. You can follow the steps shared by elangovan1 to see if it will work for you.

If the issue persists, I suggest contacting our support team again. I can see that you've already called them many times and that every penny counts when running a business. However, you'll have to contact our support through messaging. They have the tools to pull up your account in a secure environment which we're unable to do it here in the Community. That way, they'll be able to investigate the cause of the problem. Please note that we also have limited staff and reduced support hours due to the pandemic. They're only open from 6:00 AM to 6:00 PM Monday-Friday. If you have the reference number handy, you can share that with our live support. This way, they can check and discuss your subscription dispute

Please refer to this article to see different information on how you can review your subscription info, view your payment history. and upgrade or downgrade your subscription: Update billing, payment, and subscription info in QuickBooks Online.

Don’t hesitate to get back on this thread if you have any clarifications. I’m more than happy to answer them for you. Have a great day ahead.

thanks Elangovan1.

tried your solution but did not work.

Can you please share the contacts of the top executives to enable me to take it up.

The customer support refuses to share any information on escalation. 

Homiyar

Hello ChristieAnn, 

I tried Elangovans solution and it did not work.

As you correctly said I am wasting time and money trying to sort out this issue.

As stated 3-4 times earlier your support team is unable to sort this as either they don't have access or they are not trained for this. 

However, while trying Elangovans solutions I did see one thing. My subscription showed as product QB Plus. I am a QB online customer which I believe is different (not sure). 

I also noticed that my subscription has been restricted and my account may be suspended.

Can you direct me to someone who can help.

Thanks. 

I can help you renew your subscription, homiyar.

If your credit card has expired, you'll be prompted to enter updated credit card information. If you still can't sign in or renew your account, I can show you another way on how to contact us: 

1. Click this link: https://help.quickbooks.intuit.com/en_IN/contact.
2. Select Manage your account and then Billing & Subscription.
3. Scroll down to the page where you can click the Start a Message button.

You can use this link for more details and help with your suspended subscription.

Let me know how this works. I'll be glad to help. Take care!

On my payment per monthly employee fee usage fee, the fee is to be 2.00 per employee per month.

we have 4-5 people per month. last month were charger, 35.00 something, this month, 54.86. Now Qb needs to get their heads out and quit using stupid excuses for things like this to be happening. as it happened before, a few years back. No excuses.

Please head me in the right direction. I hate not being able to contact someone straight away.

9444

Hello there, @Oakley20.

I want to make sure this charge gets checked, and I'd like to redirect you to the best support group available to get this reviewed.

Since we want to ensure your account is secured, I'd suggest reaching out to our QuickBooks Support Team. They have the tools that can check your account in a secure environment and verify what the charges are. Here's how to reach them:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
4. Hit Contact Us.

You can also read this article for another way of reaching out to our support team: QuickBooks Online Support.

Just in case you want to update your billing information for your subscription in the future, feel free to check out this article for more guidance: Update billing, payment, and subscription info in QuickBooks Online.

Please visit our Community forums again if you have other questions about your QuickBooks Online subscription. I'm always here to help.

Hello Oakley,

Believe me there is no right direction in which I can point you. Its 2 month since I have been pursuing this and still no solution. I have gone up as high as the President and been assured of assistance, had a special agent appointed who has been most helpful but there is still no conclusion or closure.

Possible the team in India (if it exists) is at fault. I do not know for sure as there is no person who can be contacted in India and the toll free number on their website has been disconnected since the last 8-10 months. I am losing the goodwill of my clients as my accounts have been suspended by QB. My clients may have to possibly face interest and penalties for missing statutory payment deadlines on account of suspension of accounts.

You can email the President on [email address removed].

One thing I have realised is that QB does not live up to its commitments or contracted terms and its customer service team is definitely not the best. Most polite and reassuring but in terms of results zero.

My best advice to you is to look at another solution for long term. May be Zoho Books or Xero.

Hope your problem gets sorted soon and if so please let me know how you achieved it.