Unexpected termination of QBO account
Hi, I hope that someone is able to provide some insight since Intuit unexpectedly terminated our account without notice. All advice is highly appreciated! We rely heavily on our business data in Quickbooks, and we have no idea why our account has been terminated.
Details
- We were on the QB Plus subscription with 3 users, and I was the admin
- On 09/15, we started getting a billing error (code: -81624). To this date, all subscription payments had worked fine. We had just changed our business address in both our bank system and in QBO, so we suspect there was a billing address matching problem. We tried everything from updating addresses, deleting our cache/cookies, different browsers etc., but nothing worked.
- On 9/21, my user profile was terminated. When I tried to log in, it said that no such user existed. I enquired with QBO support 3-4 times, but they all said that they were not able to support since my account was terminated.
- when my colleague asked QBO support 2-3 times, they gave the same message, but also mentioned that our business account has been terminated due to suspicion of fraudulent activity. They were not able to elaborate further.
- Our subscription expired end of month because we weren't able to renew it due to the billing error. For a while, when my two colleagues try to log in, they could get to the "view-only" interface (since our sub was canceled), but support would still not help them. Now when they try to log in, their user profiles have also been terminated: "We cant find anyone with [email address removed]"
- As a business, we're developing an FP&A tool, so could it be that QBO considers us a competitor? The fact is that we're a complementary product (since we plan to connect to QBO), and not a substitute or competitor
- I can create a new account (using a private mail) with the updated address without getting an error code related to the billing address, so billing address doesn't seem to be the problem (at least anymore)