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JoeGray1001
September 18, 2023
Question

How to get Intuit's attention for reporting bugs in Quickbooks Online

  • September 18, 2023
  • 2 replies
  • 0 views

For the last couple of months, the Credit Card Processing Errors page off in Quickbooks Online has not been functional.  Calling into tech support has been an exercise in futility.  I've wasted hours trying to get someone's attention.

 

Fellow Quickbooks users who also work with Intuit Merchant processing, what has been your experience from this page?  Are you seeing the same issues that I am?

 

Does anyone know how to get Intuit's attention at a senior technical level to take a bug report? 

 

    2 replies

    Angelyn_T
    Angelyn_T
    September 19, 2023

    I hear all your sentiments about your experience, Joe. Let me provide some troubleshooting steps to process your credit card transactions smoothly.

     

    Based on the screenshot, it's clear that specific task selection buttons aren't functioning as desired. You can access the link or log in to your account through a private window to isolate the issue. This procedure can help remove any cache-related issues that may have caused this behavior. You can save time by using either of the following keyboard shortcuts:

     

    • Google Chrome: Press Ctrl+ Shift + N
    • Safari: Press Command + Shift + N
    • Mozilla Firefox: Press Ctrl+ Shift + P

     

    If it works fine, clear the cache of your original browser to refresh the page. 

     

    If you're getting the same result, I recommend contacting support for further assistance. A live representative can check your account securely and run some investigations to isolate the issue. From there, you can also notify them about this experience.

     

    You can also check the resources from this link for more tips while processing credit card transactions in our system: Credit card processing in QuickBooks Online.

     

    Furthermore, here are the steps to review and categorize your banking entries from the For Review section: Categorize online bank transactions in QuickBooks Online.

     

    Let me know if you have other questions while working with your credit card entries. I'm just a few clicks away to help you again. Have a good one!

    J
    JoeGray1001Author
    September 19, 2023

    Dear Angelyn,

     

    I've tried Incognito mode and the issue persists.  Therefore, I don't believe it is related to my browser.  I have already contacted support without any real success.  Two of your agents have been on my system and I have demonstrated the problem.  I have asked to speak to a supervisor on more than one occasion and no one has called me to date.

     

    I believe I have demonstrated that this is a real bug in the system but getting your people to escalate the matter to a senior technical team is very challenging.  I would like a case number assigned to this issue and to deal with someone with at least a minimal level of knowledge and competency.  The last agent didn't even know the functionality of the page as designed and no one seems to realize this is a BUG that Intuit needs to fix!!!   

     

    J
    JoeGray1001Author
    September 19, 2023

    I have created a video to demonstrate the issue here:

     

    You can download from here:

     

    https://www.dropbox.com/scl/fi/xhwlsmzk977qrlxqm3muk/QBO-Bug-Demo.mp4?rlkey=qinjl3r6eotej1un2du1wtagg&dl=0

     

    And I've also tried to use your insert video feature here:

     

    J
    JoeGray1001Author
    September 19, 2023

    I'm guessing there will be little if any additional response to this post from the QBO team.  Given the fact that I have publicly provided video evidence of the problem, one would think that an organization that fosters strong relationships with its customer base would be responsive.  I'm also still waiting for a supervisor to call me on the client service side but I doubt I'll hear from anyone.

     

    Such is the state of affairs with QBO's inability to be agile and diligent in their response to documented bugs.  I've been a customer for many years and it never changes or gets better.  Sad... 

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