Please clarify. Our business has been using QuickBooks for more than 1 year paying $8.99 monthly. Received an alert indicating our free trial has expired? confused

Hello mrdduncan,

Thanks for reaching out about this. I know receiving an unexpected email such as this would be confusing and I want to make sure we get this sorted out. There are a few things that come to mind that might cause you to receive this email, and I'll go over the options below.

The first reason you might be receiving an email like this is that you accidentally created another trial of QuickBooks. You can check for these kinds of duplicate accounts by going to qbo.ca, clicking Sign In, choosing QuickBooks Online, and then entering your login credentials. If you have multiple accounts under those login credentials, the program will populate a list there.

If you see another account there that you weren't expecting, there are two things to consider. If you've signed up through Intuit directly, you should be able to simply ignore the trial and it will expire without charging you. You can double-check this by going into that account and following these steps.

1. Select the Gear icon.
2. Choose Account and Settings.
3. Click the Billing and subscription.

Here, you'll want to verify whether you've entered any billing details. If you haven't, then you're good to ignore it. If you have, I recommend selecting the Cancel option to make sure you don't get charged.

When you're on app store billing, visiting the app store for Android or Apple with make sure you sort this out.

You can also contact QuickBooks Online support so an agent can help you with locating any accounts you may have created in error. I'll leave the contact details at the end.

Another reason that jumps to mind that you might have received this email is that it's not a legitimate email for QuickBooks. We've had reports from others, even people not using QuickBooks at all, that they've received false emails claiming they owed money for a subscription. Apart from getting in touch with support, one of the easiest ways to check if the email is legitimate is to check the sender email. Often, these false emails will look legitimate, but checking the address the email is coming from helps narrow down if it's real.

Here's an article we have in the QuickBooks community that can help with this situation: Recognize and report suspicious emails (Phishing)

To speak with a support agent directly about your concerns, choose from one of the following options.

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

Social Media: Facebook, Twitter, and Instagram from Monday to Friday between 9 a.m. and 8 p.m. ET

Don't worry, the security of your information is our priority and we're here to help.