How long it takes to resolve an escalated case?

While the duration can vary depending on the complexity of the problem, I'm here to help you get the information you need and ensure your case is addressed as quickly as possible, Pamela.

Before anything else, could you please share more details about the specific concern or issue you're experiencing? Any information you provide will be much appreciated, as this will help us tailor our support to meet your needs.

Meanwhile, please be aware that our customer support team addresses each case based on the reason for escalation and any additional information needed from the customer. Providing follow-ups and supporting documents can help expedite the resolution process.

If you haven't received a notification within the expected timeframe since your first contact, feel free to reach out to our support team for updates.

Here's how to contact them within QuickBooks Online (QBO):

1. Sign in to your QBO company.
2. Go to the Help (?) icon.
3. Select either tab to get started:
   • Assistant tab: Receive quick, personalized answers. Choose a suggested option or type your question or topic. If you need more assistance, you can enter Chat with a human.
   • Search tab: Enter a question, keyword, or topic for QBO self-help content, or type Contact Us and click on it
4. Select the Chat with Us button to begin a chat session with a QuickBooks support expert online.

To know about their hours of availability, here's an article you can refer to: How and when can I contact QBO support?

I'll also include a Community page where you can explore a variety of topics related to QuickBooks, select a specific subject of interest, and browse through a collection of discussions where users have shared their questions and received helpful answers: QuickBooks Q&A.

Our team is dedicated to thoroughly addressing your case and resolving it efficiently. If you have any other QuickBooks questions or need more updates, feel free to post them here anytime.

Thank you CarlSJ for replying back to my concern.  I completed the Accountant exam online, I got 99% (first attempt 86%, second attempt 92% and third attempt 99% which means I passed all 3 attempts, the pass rate is 80% plus, I have logged a case reference on the 14/11/2024, they took all the evidence to investigate, why do I have to wait for IT to investigate when it is a system problem, why can't they give me the certification and deal with the IT problem afterwards.  Today is 6 working days excluding the weekend and no one can tell me when it will be sorted, no one can tell me the time frame, no one can tell me if I am on waiting list, all that I have been told is it is in progress since last week.  No one can tell me how long the progress takes.  Not very helpful

Thanks for getting back to us, Pamela. I recognize how concerning this situation must be for you, especially given your remarkable performance in the exam.

Please know that we take your case very seriously, and it's a priority for our team. We’re involving IT in this investigation to thoroughly address any system issues and ensure that similar problems don't occur in the future. While I completely understand your eagerness to receive your certification promptly, it's crucial for us to tackle the root causes to uphold the integrity of the certification process.

At this moment, I can't provide a specific timeframe for resolving your issue (INV-114799). However, if you've already contacted our support team, I want to assure you that your name is on the list of affected users. You'll receive notifications via email as soon as new information becomes available. To check-in for updates, please feel free to reach out to our support team again.

If you need to add clients to your firm, this resource will guide you further: Add clients to QuickBooks Online Accountant.

We truly appreciate your dedication and are committed to resolving this issue promptly. If you have any other questions, let me know in the comments. Take care, Pamela.

How long has your IT Engineers been working on the "in progress" problem?  I logged my case on the 14 November 2024.........

Why is it not possible for your Engineer to go into my Company ID and allow me to answer that one question then I get 100% for the exam, all the other modules I passed 100%.  Why do I have to wait for an investigation to be resolved and I don't know how long this investigation has been going on for?