Stuck in "Collection Loop": System prevents me from updating payment method to pay outstanding balance
Hi everyone,
I’m hoping a moderator or a billing specialist can help me break a "logic loop" in the QuickBooks Online billing system.
The Situation: I recently transitioned to a Limited Company and need to move my Payroll Core subscription from my personal card to my new business card. My most recent payment was declined on the personal card, and my account is now marked as "In Collection."
The Issue: I am trying to do the right thing and pay my balance immediately with my new business card. However:
When I attempt to update the payment method in "Account and Settings," the system throws a generic error and refuses to save the new card.
I have contacted Support (Case #15159248225) and was told that because the account is "In Collection," the system locks the ability to change payment methods.
Support advised me to "ensure my card details are updated" before the next automated collection attempt on May 13th, while simultaneously telling me the system will not allow me to update those details until the collection period ends in June.
The Deadlock: The system is waiting to charge a card that will never work, and it is blocking me from providing a card that will. I am being prevented from paying my debt despite multiple attempts to settle the balance.
I cannot simply "wait" for the collection cycle to fail multiple times over the next month and risk my payroll being suspended.
Request: I need a Billing Specialist to manually clear the "In Collection" lock on my account so I can input my valid business card and settle the outstanding balance immediately.
Has anyone else encountered this "Catch-22" and found a way to force a manual payment?