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info619
December 3, 2019
Question

Can't login .It asks me for payment again although I have a direct debit

  • December 3, 2019
  • 1 reply
  • 0 views

I had an old account which I canceled and today I want to login on my new account (using it for 3 months) but won't go past payment screen.

Was thinking something happen to my direct debit just to find out that it activated my old account after I paid.

So this must be a bug.

Now I paid for the old one and the new one (Online )seems to work .

Can I have a refund please .

I had so many headaches this days due to your system not working .

1 reply

MaryLandT
MaryLandT
December 3, 2019

Thank you for contacting us, info619.

 

This happens when you have the same login credentials. That's why it's your old QuickBooks Online (QBO) subscription that was activated, not the new one.

 

That being said, you should have the option to select a company you want to resubscribe. The selection process will show up when you log in to QBO. Please see the attached screenshot for your guidance.


 

I suggest logging in to the old account and change the payment method to a card that isn't active. This is to prevent from using your direct debit. After that, cancel the old one. Here's how:

  1. Sign in QuickBooks Online as an admin user.
  2. Click the Gear ⚙ icon, then select Account and Settings.
  3. Go to the Billing & Subscription tab.
  4. In the QuickBooks section, click Cancel.
  5. Follow the steps on the screen to cancel your subscription.

After that, log in your new QBO account and enter the payment information from there. This is to past through the payment screen and to continue using the system.

 

I also suggest contacting our QuickBooks Online Care Team so they can access your account in a secure environment. By doing so, they'll be able to process a refund for you.

 

Here's how to get in touch with them:

  1. Select Help (?) at the top right.
  2. Select Contact Us to connect with a live support agent.

Keep me posted if you need additional information about accessing your account. I'd be glad to help you out.

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