How to Get Product Support for QuickBooks

By Stephen L. Nelson

One really good resource for troubleshooting QuickBooks is Intuit’s product-support website for QuickBooks. Visit this website or choose the Help→Support command within QuickBooks. This website is a rich database of troubleshooting information.

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To use the site, enter your question or keywords from your question in the search box at the top of the window and then click Search. The product-support website displays a list of troubleshooting articles that may help solve your problem.

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Checking another vendor’s product-support website

Keep in mind that your problem may not be a problem with QuickBooks at all, but a problem with your computer and its hardware or with Microsoft Windows. The Microsoft product-support website, which is phenomenally rich in information, is available.

If your problem stems from the hardware or the operating system, you can consult the hardware or software maker’s product-support website for troubleshooting information. Usually, you can find the hardware maker’s product-support website easily by using a good Internet search engine.

For example, to locate Dell Computer’s product-support website, type something like Dell Computer product support in a search engine such as Google. When the search engine searches on the phrase “Dell Computer product support,” it almost inevitably finds the URL (the address) of the vendor’s product-support web page.

You can find troubleshooting information about Intuit products at the Microsoft product-support website. If the solutions that the site offers aren’t very reassuring, at least you can find out whether other users have experienced the same problem.

Microsoft may simply suggest that you contact the vendor (Intuit, in this case) or that you upgrade to a newer version of the QuickBooks software. However, simply knowing that the problem you’ve encountered is a real problem that Microsoft has logged into its product-support Knowledge Base and described in some technical detail is often useful.

Tapping into Intuit’s product-support system

In addition to the option of using the Intuit product-support website, you can get direct product support in a variety of ways:

  • Live support: You can call a real person at Intuit and get personalized help. Intuit offers several support plans, and the cost varies depending on the plan you choose. The number you call depends on which version of QuickBooks you’re using. To see an overview of the QuickBooks support plans, as well as their prices and phone numbers, poke around the QuickBooks website.

    QuickBooks phone support may be free if you call with an installation problem, an upgrade problem, or a software bug. Intuit defines the term software bug very narrowly. What you may think of as software bugs may not be software bugs to the Intuit support person.

  • Premium support plan: You can sign up for a premium support plan that gives you unlimited phone support for about $300 a year — and then call a real person at Intuit. (This annual fee changes, so check the website for up-to-date pricing information rather than rely on my perhaps-out-of-date information.)

    Premium support represents a pretty good investment, in my opinion. If you make more than one phone-support call a year, you can probably save money with the premium support plan, because a single support call can easily last an hour and can become very pricey.

  • Professional advisor: You can contact a QuickBooks professional advisor via the QuickBooks website. In a nutshell, QuickBooks professional advisors are just people (often, accountants and consultants) who’ve signed up with Intuit in order to get copies of the QuickBooks software at a discount price, a listing on the QuickBooks product-support website, and access to special training. (Some of these people also take a test and pay extra money to be listed as certified advisors.)

    You pay these professional advisors their usual consulting fees, but this support option can be very useful when your problem isn’t so much a technical problem with QuickBooks as it is a problem with how to use QuickBooks to solve some accounting issue. Contact a QuickBooks professional advisor.