Can someone please help me pay my subscription to Quicken ...

Question

I’m in Australia and have been a user of Quicken since the 1980s and a subscriber of Quicken Classic Starter for several years.

Here’s what’s happening …

- Quicken keeps sending me emails telling me my subscription has expired and I need to update my payment details;

- I keep trying to update my payment details but Quicken’s process won’t accept my credit card details (the same credit card Quicken has had on file for some time and which Quicken was able to debit in previous years);

- I have tried to pay by PayPal and I get a message that tells me that PayPal has failed as well and to try another payment method;

- I chat with Quicken through the chat facility and Quicken can’t seem to resolve the issue and end up telling me to contact support by telephone;

- I contact Quicken support by telephone (from Australia) but the Quicken consultant doesn’t know how to fix the problem;

- I ask the telephone consultant to escalate the issue and let me know by email how I can pay my subscription to Quicken but I get no responses.

Can someone please help me.

gambit.xmn · Answer

I agree with splasher in that you need a payment proxy, a credit or debit card with a US or Canadian billing address.

A bit surprised at Kristina's answer.  While technically correct, makes no sense otherwise.  Chris has been using outside of the US/Canada for years and wants to continue, so clearly Quicken's lack of Australian bank connections isn't an issue.  A cardinal rule in business: never make it hard for customers to pay you.   In this case, unless Quicken can show that Chris is breaking the law or the terms and conditions by using this product in Australia, they should make every effort to make it easy for him to make payment.

I wonder if the financial backers of Quicken understand that they are losing money by denying payment in these situations.

splasher · Answer

I have no idea if this would work, but do you have a friend in the US/Canada that could purchase it for you using your Quicken Id?

I don't know if that would break any international trade laws or tariffs, so try it at your own risk.

Quicken Kristina · Answer

Hello @Chris Stoltz,

Thank you for reaching out.  Unfortunately, Quicken is not intended for use outside the US and Canada.  See this article for more information:

https://www.quicken.com/support/quicken-us-and-canada-products/

.

While it is possible that you're being impacted by a known issue (see the Community Alert linked below), the Support agent you spoke with was not able to escalate the issue because of the fact that Quicken is not intended to be purchased or used outside the US and Canada.

https://community.quicken.com/discussion/7960956/ongoing-4-1-25-cannot-add-payment-method-in-my-account

It wouldn't hurt to bookmark the known issue and try again once it's marked resolved.  However, since you're using the software outside the regions it's intended to be used in, please be aware that support is limited.  You should still have some functions available, even with the subscription expired.  Please see this article for more information:

https://www.quicken.com/support/what-quicken-data-access-guarantee/#section-windows-1

I apologize that I could not be of more assistance!