Why does it say account disabled on desktop when I can access QB on phone

Hi there soserviceandconn,

I've got your back and am here to make sure that you have access to your QuickBooks Online account whether you're using the mobile app, a browser, or the QuickBooks Online app for Windows/Mac. Having the option to choose which login portal best suits your needs is something that I want you to be able to take advantage of, and I've got some troubleshooting for you to figure out what's going on.

I appreciate you taking the time to share the error message you're seeing when trying to login and for letting me know that you're the admin of the account. When you've got these kinds of error messages going on, it typically means that you're not using the correct login credentials in one of the login portals. Making sure you're using the exact same username and password is key, especially if your username is different than your email.

Since you're able to see QuickBooks on your phone without issue, here's how you can find your username. In the app, go to the settings and look for what the User ID says. Depending on whether you're using a iPhone or Android device, the steps to find the settings are a bit different. For iPhone, use the three-line menu at the bottom of the screen. For Android, you can use the three dots in the upper part of the screen.

Once you've got your User ID, make sure that's what you're using when you login to QuickBooks Online via the browser or the app for Windows/Mac. If you're using a browser, it's also important that you're following these steps to login.

1. Go to qbo.ca.
2. Hover over Sign In.
3. Choose QuickBooks Online.

This will ensure the correct login path to access the QuickBooks Online account. In the event that you have the correct User ID and are using the right login path, but you're still getting that message, try the following troubleshooting steps to rule out cache, browser, app, and Internet issues.

• Clear browser cache if using a browser
• Clear the app cache if using the QuickBooks Online app for Windows or Mac
• Try a browser if using the app
• Try a private browser window
• Try another browser type
• Make sure you're using a supported browser and system
• Reset your Internet or try on another computer or device

If after that you're still having trouble, or you're having trouble finding your User ID, give our support team outside of the QuickBooks Community a shout. This will give you the opportunity to work one-on-one with a member of our support team to securely share your information and they'll be able to verify the details of your account to help you get logged in. Here's how to get in touch.

Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.

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Don't hesitate to reach out!