QuickBooks Online support: frequently asked questions

This FAQ answers questions about QuickBooks Online accounting software.

Question categories:

Featured question

Does QuickBooks Online work on Macs?
Yes, absolutely. You access QuickBooks Online on the internet, so it works with pretty much any internet-connected Mac or PC. You can also access key features using many mobile phones. See below for full system requirements.


About QuickBooks Online

What is QuickBooks Online?
QuickBooks Online is a cloud based financial management software. Its designed to slash the time you spend managing your business finances, by helping you with tasks such as:

  • Creating estimates and invoices
  • Tracking sales and cash flow
  • Managing your customers and suppliers
  • Monitoring your tax and making tax return much easier
  • Understanding your company's performance
  • Planning ahead and budgeting

Being a true cloud solution, there's no need to install any software. You access QuickBooks Online straight from your internet browser on any computer or web enabled device whenever, wherever.

What are the system Requirements for QuickBooks Online
Recommended system requirements

  • Windows PC: 1 GHz computer with 256 MB of RAM running Windows XP or later
  • Apple Mac: Intel-based Mac running OS X 10.5 or later
  • Latest version of Internet Explorer, Firefox, Google Chrome or Safari for Mac
  • High-speed internet connection (DSL, cable, T1)

Note: QuickBooks is not supported on Linux, including Ubuntu and Fedora

Internet Connection

QuickBooks Online works best with a fast broadband Internet connection.

Which QuickBooks Online plan is right for me and what is the monthly subscription cost
There are three plans to choose from to suite your business' needs at an affordable monthly subscription. We recommend you choose the plan with the feature set that meets your business needs today, you can upgrade to a higher plan as your business grows.

Start comparing plans and view the latest pricing and promotions.

Can I move between plans (upgrade and downgrade)
You can always upgrade to a higher plan. Once you upgrade your company data will be upgraded to enable the feature set available on the higher plan. Once your file is upgraded to a higher feature set plan, you will not be able downgrade to lower plan. For this, we recommend that you choose a lower plan if you're unsure, you can always upgrade later.

Will QuickBooks Online work on my Apple Mac?
Absolutely! QuickBooks Online is a full Cloud solution that can be used on any compatible browser on any computer (PC or Mac), and mobile device. Please refer to recommended system requirements to find out more

Can I access QuickBooks Online on my mobile phone or tablet?
QuickBooks Online can be accessed from any web enabled mobile device with a web browser. The experience is optimised on any iOS device (iPad, iPhone or iPod Touch) and Android tablet or Smartphone with the QuickBooks Online App.

Learn more about QuickBooks Online on mobile devices

Can I access QuickBooks Online offline?
You will need an internet connection to access QuickBooks Online.

Am I entitled to software updates/upgrades and how do I upgrade
Yes. One of the many benefits of cloud based software is that you're always on the latest version. Updates happen automatically and won't affect your data in the slightest. If the software has been updated, you'll see a message when you log in.

Getting Started

Is there a trial period and how do I sign up?
There's a 30 day free trial period. Just enter your name, email address and choose a password and you're good to go - we don't ask for your any payment details for trial.

Choose a plan and get started

How do I subscribe if I decide that QuickBooks Online is right for me?
Once your trial period finishes, you will be directed to a payment page where you can subscribe. You can choose to subscribe at any stage during the trial with a few clicks of your mouse.

What information do I need to sign up?
Getting started is easy. With some very basic information about your business QuickBooks Online will gather information from over 500,000 businesses around the globe and Australia will automatically configure your QuickBooks Online file. You can always customise and update your setting as you go.

What payment methods do you accept?
We accept all major credit and debit cards - Visa, MasterCard and AMEX.

Can I pay the subscription annually?
No, subscriptions are charged on a monthly basis.

Is there a minimum subscription period?
If you cancel within your free 30 day trial period, you won't be charged anything. If you’re a paying subscriber and you cancel your subscription to QuickBooks Online Service for any reason, Intuit is unable to provide you with a pro-rata refund for the rest of the month that you paid for up front. You will continue to get the QuickBooks Online Service for the remainder of the month you paid for which is when the cancellation of the subscription is made effective and when you will no longer have access to the service.

Does QuickBooks Online provide onsite setup assistance?
We do not provide on-site support directly. We have a friendly and knowledgeable support team that is here to help you along the way.

How do I cancel QuickBooks Online if I decide it isn't right for me?
It's really easy to cancel within your software with a few clicks of your mouse.

Can I have more than one company file?
When you sign up for the first time we'll create a QuickBooks Online user account, using the same login you can create as many company files as you need using the same email address. Just select 'already have an Intuit user ID' from after choosing your plan.

Can multiple users access my QuickBooks Online company file at the same time?
Depending on what QuickBooks Online plan you're using, you can have up to five users accessing the same company file simultaneously. You can also invite your accountant to access your company file.

Click here to see how many users each plan allows

Can I import and export data into QuickBooks Online?
You can import and export the following lists to and from MS Excel or CSV file:

  • Customers
  • Suppliers
  • Products and services
  • Chart of accounts

Plus you can export reports to MS Excel.

Is technical support included
QuickBooks Online has a range of included support options:

  • In-software help
  • Extensive Knowledgebase
  • Community forum where you can connect with other QuickBooks Online users
  • Email and one of our support specialists will get back you within one business
  • LiveChat with our team of support specialist

Do I enjoy discounts for signing up more than 1 company files?
No, QuickBooks Online does not offer any discounts right now.

Data and Security

Secure is my data?
Intuit takes security very seriously – click here for more detailed information on how Intuit ensures your data is secured and available to you.

What happens to my data if I cancel?
If you decide to cancel during the free 30 day trial, we'll delete all traces of your data from our servers immediately. When it's gone, it's gone - so before you cancel, make sure you've saved all the reports you want to keep.

If you're a paying QuickBooks Online subscriber, after you cancel we'll give you read-only access to all your data. This will last for 365 days, after which we'll delete all your data from our servers.

Can I download a copy of my data?

QuickBooks online allows you to export the following lists to MS Excel with one click of your mouse:

  • Chart of accounts
  • Customers and suppliers
  • Products and services
  • Employees

You can also export any QuickBooks Online report to MS Excel.

Account Settings

How do I reset my password or recover my user ID?

  • Go to http://go.qbo.intuit.com
  • Click 'Can't access your account?'
  • Select I forgot my user ID and enter the email addresses you used when you signed up for QuickBooks Online.
  • We will send you an email informing you of your user ID.

Product Features

What are some of the reports available in QuickBooks Online?
Here are a few commonly used reports: Profit & Loss, Balance Sheet, General Ledger, Trial Balance, Statement of Cash Flows, and Transaction List.

Can I upload more than 1 company logo?
No, you can upload up to one company logo per company file.

QuickBooks Desktop: Customer Support

If I’m a QuickBooks Desktop customer, where can I find help?
QuickBooks Desktop software you are using is originally built for businesses in US, UK or Canada.

The latest QuickBooks (QuickBooks Online) has a Hong Kong specific version, is available in English and Chinese and can be accessed on any device (mobile, tablet & desktop). For a limited time, we are offering Hong Kong customers FREE data migration from your existing QuickBooks Desktop software to QuickBooks Online Hong Kong version. Know more

If you still would like to get in touch with either the US, UK or Canada support team, depending on where you had purchased your QuickBooks Desktop from, Please refer to the below list of the various support teams; 

(1) U.S. Quickbooks Customer Care:
Tel no: 1-888-859-4056
Hours of operation : Speak directly with a Support Agent between 5am-5pm PST) 
Weblink to check on FAQ :  https://help.quickbooks.intuit.com/en_US/contact?product=qbdt

(2) U.K QuickBooks Customer Care: 
Tel no : 0808 168 9535
Hours of operation: 8:00 a.m. to 8:00 p.m. (GMT), weekdays (including bank holidays) 
Weblink to check on FAQ :  http://support.intuit.co.uk/quickbooks/

(3) Canada QuickBooks Customer Care: 
Tel no: Call: 1-888-333-8580
Hours of operation : 8:00 a.m. to 8:00 p.m. (EST), weekdays 
Weblink to check on FAQ :  http://support.intuit.ca/quickbooks/