PAP Sofware and SupportRight now, we’re really busy working to make it easier for our accountants to get the help they need, when they need it. Whether that means searching on our new Accountant Help Hub, looking at the help within your accountant portal in QuickBooks® Online Accountant (QBOA) or contacting your dedicated Accountant Care team, we want you to get the best help possible in the easiest way possible!

Starting in August you’ll notice us making some changes to the telephone routing system. We are making some changes to where we get the information to route you to the right team based on your phone number, your Customer Account Number (CAN) or your QBOA Company ID. As we make these changes, we’re going to have a couple of different phone routing trees playing to make sure we are getting better results than we get today.

What do you need to know?

  1. When you call into our dedicated Accountant Care team, if you get the new experience and you are asked to enter a phone number, customer account number or company ID, it means we do not find the phone number you are calling from (we also cannot recognize extensions at this time – only main phone numbers). Make sure, when you speak to the agent you get connected to that ALL of the correct phone numbers are attached to your contact in our system!
  2. If you get to the wrong support team, tier or group, please let the agent you speak with know. We can collect your information and track why you didn’t go to the correct place.
  3. Listen to the new menus. Our tree is short and to the point. We want your feedback! Please let us know what you think we can improve, what you like, or what you don’t like by clicking HERE!

Our goal is to keep improving the experience for you, helping to make you the hero to your clients. That means that you will be seeing improvements to our external Accountant Help Hub, the movement of ProAdvisor® membership benefits into the QBO Accountant portal and ease of connecting to the help team from within the QBOA portal.

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Stay tuned for more updates and improvements and please let us know how we’re doing!

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