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gans
Level 2
posted
‎February 17, 2022 06:26 PM
last updated ‎February 17, 2022 6:26 PM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

The RBI mandate has messed up credit-card based payment. So QBO has switched to emandate method, which doesn't work at all.
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6 Comments 6
gans
Level 2
‎February 17, 2022 11:08 PM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

Resubscribe using Netbanking doesn't seem to get anywhere. The help line keeps repeating the same thing and bank side doesn't seem to be ok with having emandate thing happen.

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JenoP
Moderator
Moderator
‎February 18, 2022 06:39 AM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

I'll share details about the error that your getting when subscribing to QBO, gans. 
 
The Reserve Bank of India (RBI) mandated an additional factor authentication (AFA) for recurring payments on Credit and Debit cards. This means that the setup of new recurring card payments is currently not supported by some banks.
 
However, we also have an open investigation about errors when subscribing to QBO using Netbanking. I would recommend reaching out to our chat support team. They can ask for your account details and add you to the list of affected users. They can also help you further to make sure you're able to subscribe to QBO. 
 
Go to this article to get their contact details: QuickBooks Online Support.
 
Additional details and guidance about Intuit subscription and charges are discussed here:
 
 
Don't' hesitate to add more questions if you need anything else. We'd be more than happy to help you again.
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gans
Level 2
‎February 18, 2022 06:46 AM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

@JenoP I have been reaching out to the chat support team. I have had good responses from them on functional issues earlier.

 

On this front though, there isn't much that they are offering.

When the credit card bit failed, I was told to wait until the account goes into 'cancelled' state as that is when things would work.

Now that it is in that state and I have only read-only access, they keep repeating the instructions on entering netbanking details etc which I have done several times.

When I explicitly ask for this to be escalated, they just came back with opinion from 'higher team' that I should use a savings account.
Worse, after spending an hour on the case discussing, the status gets closed without resolution.

I have done two one-hour sessions on consecutive days after getting into this status. 

What do I need to say to get this account into the 'affected users list'. The chat support people haven't spoken about this investigation on errors. Perhaps they are unaware.

 

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JasroV
QuickBooks Team
QuickBooks Team
‎February 18, 2022 09:23 AM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

I hear your sentiments, Gans. Let me make it up to you by making sure you get the best help available so this gets sorted out right away. 

 

I suggest contacting our support team. I understand you've already reached out to them. However, it's best to get in touch with them again so they can further look into this and add you to the list of affected users and update you via email once fix.

 

Rest assured our engineering team is working diligently to resolve this as soon as possible. 

 

I've also added this link for reference in case you want to learn how to modify your subscription in QuickBooks Online (QBO): Update billing, payment, and subscription info in QuickBooks Online.

 

Please bear with us as we're working for a fix. If you have any other concerns or questions about your subscriptions or managing your QBO, you can always add them in your reply. I'll be here to take care of them for you. Keep safe and have a good one!

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narguna
Level 1
‎February 27, 2022 09:28 AM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

I have the same problem. 

I have tried with at least 3 different accounts and the mandate just dosent go through.

I spent half an hour with the chat support and it took me a huge amount of time just explaining what the issue is. They they claimed that my mandate is set and i dont need to worry.

Couple of days back the subscription failed as, guess what, mandate was not set up.

The online chat is a waste of time staffed with people who have no clue either to understand or solve a problem and are getting back with boiler plate responses. (i have had at least 3 interactions, that left me more irritated and with no answer)

This is really frustrating. 2 years back we could call a technical team and at least talk to someone who understood the problem. Now its like pulling teeth. With horrible responses and no actual call support even for such important things like helping a customer stay on but sorting out their payment issues, I guess its time to move out of QBO. 

I really hope someone in Intuit is taking note of the quality of support they are offering.

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TirzahC
QuickBooks Team
QuickBooks Team
‎February 27, 2022 11:42 AM

Are other India-based customers having this problem? QBO way of doing doing subscription with e-Mandate doesn't seem to sit well with the banks in India.

Thanks for bringing this to our attention, narguna.

 

I see the challenge you've been through, and I'll share your experience with the relevant department so we can improve our services.

 

I want to share some updates regarding the INV-57779 and how you can be added to the list of the affected users.

 

The investigation is still ongoing to determine the reason why you're still encountered this issue. They’re diligently working to resolve this one as soon as possible. This way, customers can easily perform any tasks in QuickBooks.


We encourage all affected users to contact our QuickBooks Care Team. One of our specialists will assist you in signing up for the notification list. You’ll be notified via email once there’s progress about the investigation.

 

I've added an article for more details about the process: Update billing, payment, and subscription info in QuickBooks Online.

 

I'm also taking notes of your experience and improving our services in the future. If you have other concerns with QuickBooks Online, I'm all ears. Just post your reply here and I'll get back to you.

 

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