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Farmerswife518
October 20, 2023
Question

EXTREMELY FRUSTRATED - Verify Payroll subscription under 2 different names

  • October 20, 2023
  • 1 reply
  • 0 views

In Oct of 2020 I was hired as Office Manager/Accountant for a company that was split into two separate companies...somewhat of a non-amicable divorce. The former bookkeeper went with the other company. The company that hired me retained the business name, EIN, bank account, QB file etc. The company's CPA met with me to upgrade to a newer version of QB desktop & we wanted to make sure the former company no longer had access to our company file, & the QB agent assisted w/ this. I signed up for enhanced payroll w/ a monthly subscription fee that automatically is charged to our company credit card, & still is almost 3 years to the day later.

Now, my payroll subscription is frozen because somehow the former bookkeepers name is on the verify acct link.  Yet when I go into My Company, & intuit online, it is only my name showing. Intuit is refusing to help me since the link is under her name & her expired credit card. WTH payroll subscription have I been paying for all this time?!!! Why will they not let me in to my own account?!!!  My company's EIN is on the account, my payroll and business taxes have been filed under that EIN the entire time. Now QB is saying that isn't the correct EIN, and I'm assuming it's because it's with the other company. I don't know what to do & have p/r and quarterlies next week.  Any suggestions or how to get them to listen?  I've even asked the agents to screen share with me to see my company's info and the credit card that has been paying it.

1 reply

Rubielyn_J
Rubielyn_J
October 20, 2023

I'm sad to hear about the difficulties you're facing with your QuickBooks payroll subscription, @Farmerswife518.

 

I understand how frustrating and confusing it must be to have your access blocked and encounter issues with the account ownership. Rest assured, I'm here to assist you and provide guidance on how to resolve this matter.

 

It seems like there may have been some confusion or a mix-up during the transition between the two companies. It's important to ensure that your payroll subscription is correctly associated with your current company and that the former bookkeeper's information is removed from the account.

 

While I understand your desire for me to personally investigate this matter, please be aware that as a member of the Community, my access to your account is limited, and I am unable to verify the status and ownership of your subscription.

 

It would be best to get in touch with our QuickBooks support team once more to tackle this issue. They have the required equipment to verify your account and can advise you on what actions to take to ensure that your subscription contains accurate information and to resolve the freeze.

 

I'm also adding this resource to help manage your QuickBooks Desktop account and services with the Customer Account Maintenance Portal (CAMPs): Manage your QuickBooks Desktop subscriptions and services.

 

I understand the urgency of your situation, @Farmerswife518. I hope these suggestions help you in getting QuickBooks phone support to listen and resolve the issue promptly. If you have any further questions or need additional assistance, please don't hesitate to let me know.

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Farmerswife518Author
October 20, 2023

Then please have someone from support who is willing to listen and figure out how the 2 accounts are mixed up give me call. The 2 times I've called in, they assume I'm not authorized and won't listen to what happened.

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Farmerswife518Author
October 23, 2023

Thank you, John Bryan from Quickbooks Desktop Support!!!  The thrid agent to contact me and he made it seamless and had my issue resolved within minutes.  Professional and no hassle.  Too bad I couldn't have dealt with him from the beginning!!

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