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CraftyWolf
December 3, 2019
Question

Telling me I need to pay for a subscription (even though I already paid for it)

  • December 3, 2019
  • 1 reply
  • 0 views

Hello! I'm just wondering if anyone could help me, or at least point me in a better direction with an issue I've got with QuickBooks Self-Employed.

 

I am a new customer to QB and signed up for the QB Self-Employed free trial on November 26th. However, I decided to cancel my free trial (that same day) and immediately purchased the paid subscription after seeing the Black Friday 60% off deal.
I didn't have any issues with the payment process and the money left my bank account soon after. I also received an email confirming my payment and subscription the following day, so thankfully I have an invoice as proof of purchase.
 
The issue comes when I log into my QB Self-Employed account. It tells me my free trial has ended (which it has) but won't let me access the service unless I pay £6/month + VAT. This is quite confusing as I chatted to a nice agent called Dev on the QB live chat and he told me that he can see I have an active QB Self-Employed subscription (again thankfully I took a photo of this, as I never received the chat transcription that I requested).
I don't know why it's telling me I need to pay for a subscription, since I already paid for it. The agent on live chat provided me with an email address to hopefully get the issue resolved and told me I would get a response within 1 business day.
 
It's been 6 days now since I sent an email to the address I was given and I still haven't got a response, nor has the issue been resolved. I thought it might have had something to do with the fact that QB ran into some issues last week, but even after they announced that everything seemed to be back in order I still have this issue. 
 
I'm just wondering if anyone could offer any tips on why this is happening and who else I could contact to get this resolved. I'm newly self-employed and would like to be able to actually access and use the service that I've genuinely paid for!
 
Thanks in advance!

1 reply

JamesC
JamesC
December 3, 2019

Hello There,

 

We can't take your E-mail address publicly on this site, nor would i want you to post your email address on this site. I'd need the bill number on the email you received, which again - I don't want you to publicly post.

 

We also support our Social Media pages queries - perhaps i can ask you to Send us a message containing your Email Address through Facebook or Twitter? - send to "@QuickBooksUK"

 

I suspect there is an issue here relating to a "Duplicate" account - in which we can relatively easily resolve this - but we'd need to check this.

 

Generally, if you've set up a free trial, you then cannot take advantage of our discounted deals using the same email address, there are blockers built into the system to prevent this, however because you've been charged, it definitely warrants further investigation.

C
CraftyWolfAuthor
December 3, 2019

Hi James!

 

Thank you so much for responding, I'll definitely send a message with my details and such as soon as possible.

 

I never came across any blockers/information stopping me from ending the free trial and purchasing a subscription at a discounted price. The cancellation of the trial and subscription purchase happened seamlessly.

The free trial was only active for less than hour (if I remember rightly) before I purchased the subscription. I used the same email address both times and wasn't aware of any restrictions regarding this, however it would make sense for the system to be confused if that's not how it should go. 

 

Thank you for your time and help!

Angelyn_T
Angelyn_T
December 3, 2019

Thank you for the quick reply and allow me to share additional insights, @CraftyWolf.

 

In QuickBooks Self-Employed (QBSE), you can only use one username per account. It's possible that you're able to log in to your trial account reason why you're asked to pay for a subscription. Be sure to use the correct username and password so you can to log in to the correct account.

 

If you're experiencing the same thing, I encourage reaching out to our Support Team. They have extra tools that can help check your account securely and be able to help you further.

 

To contact support, you can check this article: Contact QuickBooks Self-Employed Support.

 

Leave a comment below have any other questions. I'm always here to help. Have a great day!

 

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