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Cara B
May 29, 2025
Question

Issues since upgrading from QB Self Employed to QB Sole Trader

  • May 29, 2025
  • 1 reply
  • 0 views

I have had nothing but issues since upgrading my account. All of my previous invoices have not migrated through and my logo and payment details are not showing on my invoices. I also am unable to select a payment option when trying to raise invoices. I have 2 support tickets open, and they have been open for about a month now with no communication from QB. I contacted QB last week for an update and was told my cases have been escalated yet there has been no update this week. I explained that I would have to consider different applications as it is affecting my business, and I was told that QB would respect my decision to go elsewhere with absolutely no reassurance that the issues would be sorted. It seems that QB would rather lose customers than fix the ongoing issues. I was advised to upgrade to QB online, but that the currently missing data would not be able to be recovered, and I have no faith that it wouldn’t just happen again! You would like to think that they would understand the importance of data going missing, but apparently not.

1 reply

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Irene R
May 29, 2025

Your experience upon migrating your data from QB Self-Employed to QB Sole Trader and selecting the invoice payment is certainly not what we strive for, Cara.

 

I recognize that you have two separate tickets open for different cases, and I assure you that our team is working diligently to resolve both issues efficiently. By reaching out to our QuickBooks Sole Trader live support team, you can receive real-time updates.

 

Also, here's a list of when the best time to contact them:

 

  • Phone support is provided Monday through Friday from 8:00 AM to 7:00 PM.
  • You can arrange a callback on weekdays between 8:00 AM and 6:00 PM. Support will contact you as soon as possible.
  • Connect with a Support expert via chat on weekdays between 8:00 AM and 8:00 PM and on weekends from 8:00 AM to 6:00 PM.

 

After sending out your invoices, you will start receiving payments from your customers. You can find guidelines for tracking and organizing these payments in this article: Record invoice payments in QuickBooks.

 

We appreciate your patience and understanding as we tend to both matters. If you have additional questions or require further assistance managing your data and invoices, please do not hesitate to reach out to the Community forum.

C
Cara BAuthor
May 29, 2025

Hi there, I have reached out to your live support team multiple times but the only update I have had in a month is that someone will look into the issue. When expressing my concerns today to one of your support members, it seemed more like you would rather me go elsewhere than to help fix my issues! This doesn’t fill me with hope that the issues will be resolved. The member of staff that I spoke to today did ask if I wanted to upgrade again, but that my previous data would be lost, which would put me back to square one!!

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