Practice Management

Sometimes Intuit DOES Listen to ProAdvisors

Written by Charlie Russell

Sometimes, in my role as a ProAdvisor, I get very frustrated with Intuit. They don’t run their business the way I would (but, hey, they have a MUCH bigger business than mine!) and I don’t agree with their decisions. Recently I published a rant on one of the problems, how they seem to have difficulty in communicating with ProAdvisors. In fairness, though, I have to say that sometimes they listen to what ProAdvisors are saying and they act on that.

Back in October ProAdvisors were notified that some of the subscription services that we receive from Intuit were going to change. Three features that we use would no longer be available through our 2011 copies of QuickBooks – the Accountant Copy File Transfer (ACFT), QuickBooks Email, and Advanced Inventory for QuickBooks Enterprise 11.0. These services were STILL available to us, but we would have to upgrade to the 2012 versions of QuickBooks to be able to use them. This information was sent out in an email alert, posted in an Intuit ProLine blog article, and posted in the Notifications section of the ProAdvisor web site.

ProAdvisor Notifications

This started a lot of discussion in various places where ProAdvisors share information (The Sleeter Group’s private forum, several LinkedIn forums, etc.). Why? Well, a number of reasons. The two that I heard the most were:

  • Many ProAdvisors aren’t ready to move to the 2012 programs – either because of the time it takes to institute the changes, or because they aren’t ready yet to commit their business to a release that is so new.
  • If you have a client who is using QuickBooks Enterprise V11.0 and the Advanced Inventory feature, if that client sends you a file to examine or work on you could not access the Advanced Inventory features, since that was disabled in your system.

There are workarounds, at least to a degree. You don’t have to use ACFT to transfer files, you can do that manually through a file transfer service of your own. You don’t have to use QuickBooks email, you can use web mail or Outlook. Getting around the Advanced Inventory issue was a tougher one, though. And, oddly enough, this didn’t seem to affect ALL ProAdvisors. In my case, the services weren’t available. When I polled a group of ProAdvisors, some found that they still had access. I’m not sure what this meant.

One ProAdvisor commented that this was an unprecedented move by Intuit – it is the first time that anyone can remember them stopping a service on a version of a product that is still supported. Very odd.

Intuit Heard Us!

In case you haven’t received a notification by email, Intuit has changed their mind on this and they have restored all of these services to currently enrolled ProAdvisors. All of these features have been reactivated in the 2011 products, so we can work with either the 2011 or 2012 products as we prefer. We can easily support our customers who are still using the 2011 products, we can make our own decision as to when to move our own files to the 2012 product.

One thing I want to point out: Intuit’s notice states that you don’t have to do anything to get these services back in your 2011 product. In my case I found that I had to “sync” my license data. Select Help then Manage My License then  Sync License Data Online. You shouldn’t have to do this, but if you don’t see your services coming back, give it a try. If that STILL doesn’t work, then call ProAdvisor Support and ask for help. Sometimes a setting has to be changed on their side of things.

Sync License Data Online

This is a great move by Intuit. It shows that they do listen to ProAdvisors. It shows us that we do have the ability to give them feedback AND that they hear us. Of course, this doesn’t mean that they will ALWAYS listen to us, but it is a good sign. Along with this I’ve also noticed that Intuit has been more outgoing and working to engage ProAdvisors in conversations lately. Over the past few years I was starting to feel that ProAdvisors and accounting professionals were not as important to Intuit as we had been in the past, but that seems to be improving.  Now, if I can just get them to listen to more of my ideas…

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About the author

Charlie Russell

Charlie Russell has been involved with the small business software industry since the mid 70's, and remembers releasing his first commercial accounting software product when you had an 8-bit microcomputer with one 8 inch floppy disk drive. He has a special interest in inventory and manufacturing software for small businesses. Charlie is a Certified Advanced QuickBooks ProAdvisor with additional certifications for QuickBooks Online and QuickBooks Enterprise, as well as being a Xero Certified Partner. Charlie started blogging about QuickBooks in 2008 (Practical QuickBooks) and has been the managing editor and primary writer for the Accountex Report (formerly the Sleeter Report) since 2011. Charlie can be reached at [email protected]

Visit his CCRSoftware web site for information about his QuickBooks add-on products. He is also the author of the California Wildflower Hikes blog.


  • Unfortuantely, I’m going to have to come from the point of view that the initial decision to migrate subscription services instead of offering it for current year and new year was a STUPID, premature and not a very well thought out decision in the first place. I wouldn’t necessarily equate this to “listening” to us as more responding to the backlash. You are more generous on this one, Charlie, than I…..

  • I wonder if Intuit will listen about the need to bring QBMac up to the same power as the PC programs? Seems like most new business folks are Mac users, but don’t want on-line or hosted QBs.

    • Yvonne, I don’t write much about the Mac version, as I don’t own a Mac myself so I can’t test things. I don’t like to write about things I don’t actually use myself if I can avoid it.

      I did interview the Mac product manager earlier this year (didn’t write that interview up in the blog, though). I don’t think you’ll see the Mac version brought up to the level of Premier/Windows, at least not soon.

      They believe that clients for the Mac version fit a particular profile, and that a lower end product is what is needed there. Smaller businesses (and many sole proprietors), ones that don’t manage inventorys, that don’t have a large volume of transactions. Their focus is on this small client and in getting the product to have as much of a “Mac look and feel” as possible.

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