OFFLINE ACCOUNTS TO ONLINE

Question

I have purchased AccountRight for one of my offline accounts over a week and half ago now and I am still waiting to gain access to the online file how do you get access how do I get help without waiting or over 3 hours any which way I try only to get yes we will sort this to then come back and still a week later nothing has been done...... do you guys know its EOFY?? this is getting ridiculous, I can no longer access this file on my desktop now either as I purchased AccountRight????

I waited last week and was told this

For Hutchison & Quigley, the issue appears to be with the new AccountRight online activation after upload, which needs further backend review.

So when will this happen??

I have also outright just purchased a new company file in AccountRight in a new name over a week Also and I can't get into this file either??

what is going on is there something I need to do for this that I don't know that I need to do?? I thought I just downloaded and there it would be?? seems not

Please I need some help asap

Genreve_S · Answer

Hi @one2three,

Apologies for the delayd response. I can see why you’re upset here, especially after the time you’ve already spent trying to get through and sort this out.

We’ve checked the case you raised, and from our side the file looks to be online and linked to the same email address you’re using. The support team will need to take a closer look at what’s blocking access.

As you already have an open case, the best thing to do is wait for a reply there.

If sitting in the phone queue isn’t an option, replying to your existing case is the best way to keep things moving. That way the team can pick it up with the history already attached. We appreciate your patience.

Regards,
Genreve