Unable to Renew

System · February 22

This discussion was created from comments split from: Quicken Subscriptions.

Peterx · February 22

I can not renew online via Quicken acct login nor within the Window subscription software itself - when clicking on the renew option. Have been trying since Jan 2021. I get stuck in a loop taking me back to renewing. but not processing my payment . I called Customer Service in Jan and again in Feb and they stated each time that the Loop I get stuck in is a known error and they are working on it. They offered to take my renewal payment via phone but I prefer to use the Quicken software. When I asked how I would be notified of fix they advised to post on Community. I would then be kept updated and Quicken will get my renewal payment after the fix is implemented.

Quicken_Tyka · February 22

Hello @Peterx

Thank you for taking the time to visit the Community to report this issue, although I apologize for any frustration you have experienced being unable to process a renewal.

There is a known issue that is being investigated at this time in regards to processing payments. If you have not done so already, please [open Quicken] navigate to Help > Report a Problem to report this issue.

Please include "CTP-1556" this report will be used to investigate the issue further. Unfortunately, the report will not receive a direct response when and I am unable to provide an ETA at this time.

I apologize for not being able to provide a resolution at this time.

-Quicken Tyka

JanisB · February 23

I am also stuck in the same vicious loop, unable to renew my subscription. Is there any update on when this will be resolved?

Quicken Francisco · February 23

@JanisB

Currently we do not have an ETA when this will be solved. If you are experiencing the issue could you please report the problem as Tyka has as provided steps for above if you haven't done so already. If you have we are working on the issue. I do apologize for any inconvenience this has caused you.

Thanks,
Quicken Francisco

Peterx · February 25

I was advised to: "If you have not done so already, please navigate to Help > Report a Problem to report this issue" . Sounded easy enough, but I use Windows version and there is no "report a problem" when navigating to help. And when searching help for "report a problem" I saw noting there either. I must be missing something obvious. Can someone provide a link or instruct me on how to get to "report a problem" . All I want to do is make a renewal payment to Quicken and am looking for a way to be notified when a fix was done or where I can find the status of the fix myself.

Quicken_Tyka · February 25

Hello @Peterx

Thank you for the response and the additional details. I have included a screenshot of the Report a Problem option below.

Image: https://us.v-cdn.net/6031128/uploads/editor/p9/3v1jx8a24qdo.png

Does your screen look different than what is listed above? Please let me know!

-Quicken Tyka

Peterx · February 26

Here's a screen print of my help screen . It does not have the same drop down options as yours. I enter all transactions for my accounts locally via Quicken software on my PC and not via the Internet - Perhaps that is the difference ?

UKR · February 26

You're looking at a browser window.

@Quicken_Tyka requested that you access the Quicken software on your laptop/desktop and select Help / Report a Problem there.

Can you do that, please, and let us know if you were successful in reporting a problem?

Peterx · February 26

Duh ! Got it. Thanks for your help. So , once I enter my problem will it be clear how I can follow my problem I am reporting for status ?

Peterx · February 26

FYI I reported the problem as requested on 2/26/21 1:39PM

Peterx · March 30

An update on trying to renew a quicken subscription via your account sign in or the Quicken software itself but you can not . Once your subscription expires, you can not renew online. You must call billing to get that done. Support tells me they are working to fix that (see prior posts). I was told that 4 months ago also. I must say I am amazed that a company who provides financial tracking and transactions does not have the capability to renew after an expiration, many support people do not know that, and the company apparently is not giving the issue priority to fix that. So I called billing today and all systems go for me now. What a hassle to just give Quicken money.

jweigh · April 1

Could you please share the number to "call billing"..Thank you

UKR · April 1

Quicken Support:

To contact Quicken Support, please use this link only:
https://www.quicken.com/support#contact-support and select Chat or Phone support.
Support is only available during posted hours of operation
The phone number can be found at the support website.
To start Chat or see the support phone number, your browser must allow popup windows from https://www.quicken.com
See https://community.quicken.com/discussion/7870684/faq-talk-to-support-does-not-respond#latest
If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken 2018+ Premier or HB&R) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account (US) or https://www.quicken.com/canada/my-account (Canada) next to "Quicken Premium Support" when you log in with your Quicken ID.
Other links or phone numbers found elsewhere on the Internet, even in some posts or emails received from other Community members, may not be from Quicken or may not be up-to-date. Use those at your own risk.
Unlike other so-called "Quicken support providers", the real Quicken Support is free for all currently supported versions.

Unable to Renew

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