Issue with registering QB Desktop

Hello there, Fanny.

I've got steps to help you fix registration process fails and ensure you can manage your company file between QuickBooks Desktop and QuickBooks Online.

Beforehand, may I ask what specific version of QuickBooks Desktop are you utilizing since you've mentioned that the support for Desktop has stopped apparently? I appreciate you for adding extra details so I can provide accurate information about the reason as to why the registration process fails.

For now, I recommend downloading the QuickBooks Tools Hub and running a Quick Fix to close any open background processes and resolve registration errors. Then, it'll run a quick repair on your program.

Here's how:

1. Close QuickBooks.
2. Download the most recent version (1.6.0.3) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop). Note: If you've installed Tool Hub before, you can find out which version you have. Select the Home tab. The version will be on the bottom.
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. When the installation is done, double-click the icon on your Windows desktop to open the tool hub.

Once done, you can read this article to see the steps on how to use Quick Fix from the Tool Hub: Fix activation, license, and product numbers issues. This also provides other instructions to be taken to fix unexpected registration issues.

On the other hand, please know that QBDT 2019-2020 is already discontinued. If you're utilizing those versions, you won't have access to live technical support if you run into problems or any of the other Intuit services that can be integrated with the program. This could be the reason the registration process fails. In this case, you can use our trial version to migrate to QBO. Then, move your data using the steps outlined in this article: Move your QuickBooks Desktop file to QuickBooks Online.

In case you're using QBDT 2018 or older, you can click this article to view detailed steps on how to use the Online tool to transfer your books from QBDT to QBO: Move your books to QuickBooks Online with an online tool.

Lastly, you can read the articles below if need further guidelines for effectively managing your business using QBO and QBDT.

• Help guide for QuickBooks Online. 
• Help guide for QuickBooks Desktop. 

I'm still here if you have other questions about managing your company file. Just add them by adding a comment below, Fanny. I'll respond as soon as possible. Keep safe.

@Fanny Papin 

Which QB Desktop year version do you have?

Can you access to CAMPS and find your license code there?

Hello ChristieAnn.

I'm using Quickbooks Desktop 2016.

I am going to try to use the trial version mentioned to migrate to QBO.

Many thanks for your prompt reply and tips.

Fanny

Hello 4Gal. Thank you for your reply. I am using QB Desktop 2016. I have all the necessary information (license, product number, customer name, etc. in the initial Intuit Product Registration Card) which I provided to install the software successfully. The registration only asks for name, company name, etc. But, because support is no longer provided (I assume), registration fails.

Thanks for the detailed response, Fanny. We have a method for you to register your unsupported QuickBooks Desktop (QBDT) version, and I'll route you to the best available help for this.

QuickBooks 2016 is a discontinued version, and online registration is no longer available. You'll need a validation code to re-register the program. To get this, I'd recommend contacting our Customer Care team to generate it for you. You can also contact them outside of the product to do this.

Once you're done, we'll have to make sure that your QBDT is registered successfully. Press F2 on your keyboard so the Product Information window will appear. An ACTIVATED or REGISTERED status should show next to the License number.

Please know that you can always get back into this thread if you have more questions or verification regarding product registration. I'll keep an eye out on your response.

@Fanny Papin 

You can use the trial version of QB Desktop 2021 to upgrade your file and convert it to QBO.

Thank you very much for your very helpful reply. That would be the best way to solve my problem. I'll do that tomorrow! Fanny

Thank you very much for your very useful reply. That would be the best way to solve my problem. I'll do that tomorrow. Fanny

I've tried to contact support out of the product and provided all information needed, but when the screen asking for my choice of Chat or Phone for support displays, none of those options can be selected. Screen capture attached.

I've tried to contact support out of the product and provided all information needed, but when the screen asking for my choice of Chat or Phone for support displays, none of those options can be selected. Screen capture attached. I'm afraid my query is not being routed until I choose one of those options. 

@Fanny Papin 

Why do you need to contact Support?Any specific concern?

If you need to convert your data to QBO US version, you can't use your QB Desktop 2016. You can install the trial version of QB Desktop 2021 to upgrade your company file and convert it to QBO.

It's good to see you here, Fanny. Let me explain to you the reason why you might be having difficulty choosing between our two contact support options.

You have attempted to contact our support team, but unfortunately, you can't choose from the options. It happens due to contacting us outside of our designated support hours. To ensure you can reach us during our support hours, please take note of the hours of operation for our support team.

If you're using Desktop Pro, Premier, or Plus, you can reach customer support between Monday-Friday from 6 AM to 6 PM Pacific Time. However, if you're using Desktop Enterprise, you can have support services anytime and any day.

Contact our support team again by following the respective hours provided. 

Moreover, to know more options for reaching the support team, scan this article as your guidance: Contact QuickBooks Desktop support. 

You can comment below for more questions about QuickBooks Desktop related. I'm always ready to help you. Have a good one.

I have reached out to the support team and the conversation stopped when I announced I was based in Ireland. Please see the script attached to this email. Thank you.

I have reached out to the support team and the conversation stopped when I announced I was based in Ireland. I can't send a PDF version of the conversation but here it is :

Today, 18:48

Today, 18:48

I would need a registration code to re-register an unsupported version of QB Desktop.

Fanny at 6:48 pm said I would need a registration code to re-register an unsupported version of QB Desktop.

Hello there! You are connected to our on-demand team who will answer any of your questions about QuickBooks. This chat will be recorded and monitored.

SYSTEM_MESSAGE at 6:48 pm said Hello there! You are connected to our on-demand team who will answer any of your questions about QuickBooks. This chat will be recorded and monitored.

Kent Cyril has joined the chat

18:49

System Event at 18:49: Kent Cyril has joined the chat

K

Thank you for choosing Intuit, you have reached QuickBooks Desktop and Payroll Support. Pleased to meet you online, my name is Kent. How are you doing today?

Kent Cyril at 6:49 pm said Thank you for choosing Intuit, you have reached QuickBooks Desktop and Payroll Support. Pleased to meet you online, my name is Kent. How are you doing today?

Hi Kent.

Fanny at 6:49 pm said Hi Kent.

Below is the message I got from one of the support team members: Thanks for the detailed response, Fanny. We have a method for you to register your unsupported QuickBooks Desktop (QBDT) version, and I'll route you to the best available help for this. QuickBooks 2016 is a discontinued version, and online registration is no longer available. You'll need a validation code to re-register the program. To get this, I'd recommend contacting our Customer Care team to generate it for you. You can also contact them outside of the product to do this. Once you're done, we'll have to make sure that your QBDT is registered successfully. Press F2 on your keyboard so the Product Information window will appear. An ACTIVATED or REGISTERED status should show next to the License number. Please know that you can always get back into this thread if you have more questions or verification regarding product registration. I'll keep an eye out on your response.

Fanny at 6:50 pm said Below is the message I got from one of the support team members: Thanks for the detailed response, Fanny. We have a method for you to register your unsupported QuickBooks Desktop (QBDT) version, and I'll route you to the best available help for this. QuickBooks 2016 is a discontinued version, and online registration is no longer available. You'll need a validation code to re-register the program. To get this, I'd recommend contacting our Customer Care team to generate it for you. You can also contact them outside of the product to do this. Once you're done, we'll have to make sure that your QBDT is registered successfully. Press F2 on your keyboard so the Product Information window will appear. An ACTIVATED or REGISTERED status should show next to the License number. Please know that you can always get back into this thread if you have more questions or verification regarding product registration. I'll keep an eye out on your response.

Can you help with this issue?

Fanny at 6:51 pm said Can you help with this issue?

K

Just give me a moment let me go ahead and check your concern first.

Kent Cyril at 6:52 pm said Just give me a moment let me go ahead and check your concern first.

The initial question I raised was the following:

Fanny at 6:52 pm said The initial question I raised was the following:

Hello, I have had to upgrade last month the operating system on my PC on which QB Desktop was installed, registered and working well. When running the install exe file again, QB Desktop installs correctly but the registration process fails (possibly because it detects a registration on another operating system). Therefore, I can't use my app and have no access to my QBW file. I've purchased a subscription to QB Online as I was told it was easy to import a QBW file into QB Online. It appears not to be the case. I have now an installed Desktop app that won't run because it won't register online with Intuit, a QB Online version that is no good to me if I can't import my QBW file and a QBW file that I can do nothing with. The support for Desktop has stopped apparently and nobody can help me solve this problem. Has anybody experienced this issue and how was it resolved if it was? Many thanks for your thoughts on the question.

Fanny at 6:52 pm said Hello, I have had to upgrade last month the operating system on my PC on which QB Desktop was installed, registered and working well. When running the install exe file again, QB Desktop installs correctly but the registration process fails (possibly because it detects a registration on another operating system). Therefore, I can't use my app and have no access to my QBW file. I've purchased a subscription to QB Online as I was told it was easy to import a QBW file into QB Online. It appears not to be the case. I have now an installed Desktop app that won't run because it won't register online with Intuit, a QB Online version that is no good to me if I can't import my QBW file and a QBW file that I can do nothing with. The support for Desktop has stopped apparently and nobody can help me solve this problem. Has anybody experienced this issue and how was it resolved if it was? Many thanks for your thoughts on the question.

Thank you!

Fanny at 6:52 pm said Thank you!

K

I greatly appreciate your patience for waiting Fanny. Rest assured that we will do our best to resolve your concern right away. Just to check if we are on the same page, I can see that you need help activating your QuickBooks 2016?

Kent Cyril at 6:54 pm said I greatly appreciate your patience for waiting Fanny. Rest assured that we will do our best to resolve your concern right away. Just to check if we are on the same page, I can see that you need help activating your QuickBooks 2016?

Yes. Reactivating actually. I changed my computer and the installation of my initial .exe file is ok. QB Desktop installs, but won't register.

Fanny at 6:55 pm said Yes. Reactivating actually. I changed my computer and the installation of my initial .exe file is ok. QB Desktop installs, but won't register.

I got you. No worries, let me help you get back to business! I may need to ask you a few questions to pull-up the right account and provide you the best resolution for our concern today.

Kent Cyril at 6:56 pm said I got you. No worries, let me help you get back to business! I may need to ask you a few questions to pull-up the right account and provide you the best resolution for our concern today.

K

Before we begin let me go ahead and pull-up your account in here first to better assist with your concern. Can you provide me your QuickBooks license number please?

Kent Cyril at 6:57 pm said Before we begin let me go ahead and pull-up your account in here first to better assist with your concern. Can you provide me your QuickBooks license number please?

Yes, I'll find it now.

Fanny at 6:57 pm said Yes, I'll find it now.

[removed]

Fanny at 6:58 pm said [removed]

I have a screen capture of the initial Intuit registration card, but can't sent it to you through that chat, can I?

Fanny at 6:59 pm said I have a screen capture of the initial Intuit registration card, but can't sent it to you through that chat, can I?

K

Thank you, And to fully secure the account please provide the Company Name and your Email Address that is associated with the account please.

Kent Cyril at 7:01 pm said Thank you, And to fully secure the account please provide the Company Name and your Email Address that is associated with the account please.

[email address removed] is the email address. Customer name on my product registration card is Fanny Papin.

Fanny at 7:02 pm said [email address removed] is the email address. Customer name on my product registration card is Fanny Papin.

K

Thanks for those information Fanny, let me go ahead check my resources in here to find the best resolution for us right now. Please give me 3-5 minutes to check on this. Please bear with me.

Kent Cyril at 7:07 pm said Thanks for those information Fanny, let me go ahead check my resources in here to find the best resolution for us right now. Please give me 3-5 minutes to check on this. Please bear with me.

Ok. Thank you

Fanny at 7:10 pm said Ok. Thank you

K

What state are you Fanny?

Kent Cyril at 7:12 pm said What state are you Fanny?

What do you mean ?

Fanny at 7:13 pm said What do you mean ?

K

What is your current State right now? Are you from US?

Kent Cyril at 7:14 pm said What is your current State right now? Are you from US?

Ireland

Fanny at 7:14 pm said Ireland

K

I don't mean to rush you but I would just like to check if we're still connected. Are you still there?

Kent Cyril at 7:30 pm said I don't mean to rush you but I would just like to check if we're still connected. Are you still there?

Yes, I am

Fanny at 7:30 pm said Yes, I am

Are you still there? Is it a problem that I'm from Ireland?

Fanny at 7:34 pm said Are you still there? Is it a problem that I'm from Ireland?

yes

Kent Cyril at 8:05 pm said yes

I don't mean to rush you but I would just like to check if we're still connected. Are you still there?

Kent Cyril at 8:06 pm said I don't mean to rush you but I would just like to check if we're still connected. Are you still there?

Since I don't hear any response from you in a while, I will now close this message to assist other customers. If you are still having QuickBooks concerns, message any of our experts: Step 1: In QuickBooks, press F1 on your keyboard to open the Help me Step 2: Type in your question to pop up all the new content related to your issue Step 3: If you don’t see your answers, click “contact us” at the bottom of the pop up.

Kent Cyril at 8:09 pm said Since I don't hear any response from you in a while, I will now close this message to assist other customers. If you are still having QuickBooks concerns, message any of our experts: Step 1: In QuickBooks, press F1 on your keyboard to open the Help me Step 2: Type in your question to pop up all the new content related to your issue Step 3: If you don’t see your answers, click “contact us” at the bottom of the pop up.

I hope I have answered all your questions today.

Kent Cyril at 8:09 pm said I hope I have answered all your questions today.

You may receive a survey every valid interaction. We appreciate your feedback and would love to hear from you

Kent Cyril at 8:09 pm said You may receive a survey every valid interaction. We appreciate your feedback and would love to hear from you

Sadly at this time I have to leave this conversation to assist other customers due to lack of response. If you still need assistance, please don't hesitate to message us again and we will be more than happy to help you. Again, this is Kent Cyril, Thank you for contacting Intuit QuickBooks Payroll Care. Have a great week and keep safe always!

Kent Cyril at 8:09 pm said Sadly at this time I have to leave this conversation to assist other customers due to lack of response. If you still need assistance, please don't hesitate to message us again and we will be more than happy to help you. Again, this is Kent Cyril, Thank you for contacting Intuit QuickBooks Payroll Care. Have a great week and keep safe always!

Kent Cyril has left the chat

20:09

System Event at 20:09: Kent Cyril has left the chat

I am here

Fanny at 8:14 pm said I am here

This chat session has expired. Please start a new chat session

SYSTEM_MESSAGE at 8:14 pm said This chat session has expired. Please start a new chat session

Chat has ended!

Hello there, @Fanny Papin.

I understand that you already contacted our support team. However, since you mentioned that the conversation stopped after you mentioned that you are based in Ireland, I assume that the issue is not yet resolved.

Thus, I recommend you reach out to our support again so they can continue to help you further with your concern in registering QuickBooks Desktop. My colleague mentioned the support hours. Make sure to reach them at their available time.

You can click this link for the detailed steps: Contact QuickBooks Desktop support.

Here is an article you can read to learn more about QuickBooks Desktop: Help guide for QuickBooks Desktop.

Feel free to click the Reply button below if you need further assistance in reaching out our support team. I'm always here to help. Have a great day.

@Fanny Papin 

Do you need to re-activate your QB Desktop 2016 US license OR convert your data to QB Online Ireland version?

I need to reactivate a 2016 QB desktop software bought with Axonware in Dublin, Ireland. I had tried before to contact the support in the US, but was told it was not the correct region for me and I needed to contact the support in the UK which I did, but they told me this version was unsupported in the UK and Ireland and they could not do anything for me. 

@Fanny Papin 

If you prefer to continue using QB Desktop UK version, you can use the trial version as a workaround. Click on my profile name and you will find our email address to send emails.