Question
Can't Get Proper Support for My Case / Quickbooks Bug
On August 14 I received a QuickBooks email saying I must upload a Business Certificate of Good Standing due to federal regulatory requirements. It warns my account may be closed if I do not upload by August 28. This became a top priority for me and I obtained the document the same day and tried to upload it to my case. The upload fails. I tried multiple file types and devices. No luck. It's very clearly a QB bug.
I call Quickbooks support:
- Rep #1 spent 30 minutes troubleshooting, then escalated.
- Rep #2 screen-shared and repeated the same steps. Same failure. Rep #2 said the problem was on QuickBooks’ side and that I would receive a new case number within 48 hours.
- Five days later I still had no case number, so I have my bookkeeper call since I am swamped. Turns out, the previous support team did not follow through on issuing me a new case number, so now we were back at square one. Support had my bookkeeper spend ~90 minutes repeating the SAME upload steps, even after she explained we had already done this twice. She was finally given a case number over the phone, but I still have no email confirmation.
Impact:
- ~5 labor hours wasted between me, my bookkeeper, and the 3 Quickbooks reps that have been doing unnecessary rework. This is all to upload a PDF.
- Imminent 8/28 cutoff with risk of account closure despite a known QuickBooks-side issue.
My requests to QB:
- 1. Confirm my case in writing and extend the 8/28 deadline while this platform bug persists.
- 2. Provide an alternate submission method now: secure upload link, email intake, or a way to attach the PDF directly to the case without using the broken uploader.
- 3. Please stop forcing repeat troubleshooting when a prior rep already confirmed this is a QuickBooks issue.
- 4. Product feedback: add basic case messaging and file-attach via the case portal so customers can share documents and updates without hours on the phone.
I'm an incredibly busy business owner and anyone reading this will understand my frustration. This experience already has me looking at alternative softwares.