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J
jehansuld-gmail-
July 5, 2023
Question

I need to change the email on my user id. When I go to change it it makes me log in to verify but doesn't change it and is an infinite loop. How do I fix this?

  • July 5, 2023
  • 3 replies
  • 0 views
Original commenter did not share additional details

    3 replies

    M
    Mark_R
    July 5, 2023

    It's good to see you here in the Community, jehansuld.

     

    I want to ensure you can change the email address on your QuickBooks account. Let's perform some troubleshooting steps to get this issue resolved.

     

    Before we start, did you receive a specific error message upon changing the email? Any additional information would be greatly appreciated.

     

    In the meantime, let's log in to your QuickBooks Online (QBO) account using a private browser. It's possible that the browser you're using had a data issue, thus causing QuickBooks to act weirdly. To do so, press this shortcut key on your keyboard:

     

    • Google Chrome: Ctrl + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Safari: Command + Option + P

     

    Once logged in, go back and change the email address again to double-check. If this works, you need to clear the browser's cache so the system can start fresh. If you get the same result while using a private browser, I suggest switching to a different one.

     

    After changing your email address, you'll want to make sure you update your email address in the company settings of QuickBooks Online. This ensures your customers see the correct contact info for your company on sales forms.

     

    Come back to this post if you have other concerns or follow-up questions about this. I'm always here to help.

    J
    jehansuld-gmail-Author
    July 5, 2023

    I have tried it in Chrome, edge, Firefox, and mobile. I have done normal and private browser in each one. I have also cleared the cache several times. 

     

    There is also no error. It just never changes it. Once I log in to verify my identity, it just goes back to the screen to change my ID. No pop ups, no redirects. Nothing.

    M
    MirriamM
    July 5, 2023

    Thanks for getting back to us, jehansuld.

     

    I want to ensure you can change the email address on your QuickBooks Online (QBO) account. 

     

    Since you're still unable to edit the email on your user id after performing the troubleshooting steps provided by my colleague above, I suggest contacting our QuickBooks Support Team. They have the tools to pull up your account in a secure environment and perform a screen-sharing session so they can take a closer look and come up with a fix.

     

    To reach them, click the ? Help button at the top-right corner of your QBO account and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

     

    For future help, you can visit our Help Articles hub for QBO if you need related references in managing your account and other related transactions.

     

    Let me know if there's anything else you need while using QuickBooks. I'm always around to help you.

    S
    stewartl
    September 3, 2023

    What was the resolution to this I am having the same issue

      JessT
      JessT
      September 3, 2023

      Thank you for joining the conversation, stewartl.

       

      I fully understand the significance of having the capability to update your email address within your Intuit account information. It's an essential aspect of maintaining the security and accessibility of your account, as well as ensuring that you receive important notifications and communications.

       

      Although there isn't currently an open support ticket regarding this matter, I strongly recommend reaching out to our dedicated QBO Support team during their operational hours on weekdays starting at 6 AM PT. Their expertise and resources can be instrumental in addressing and investigating this issue more comprehensively.

       

      By contacting our support team, you'll be taking a proactive step towards resolving this concern and ensuring that your Intuit account functions seamlessly, providing you with peace of mind and uninterrupted access to your financial information. 

       

      1. Go to Help and choose the Search tab.
      2. Click Contact Us at the bottom.
      3. Enter a summary of the issue and click Continue.
      4. Choose Chat or Request a callback.

       

      If you have any other questions or require further assistance, please don't hesitate to let us know. Your satisfaction and the security of your account are our top priorities.

      M
      Master Link
      April 9, 2024

      I'm exhibiting the same issue, and have received the same runaround.  What's worse is I do not have the old email address anymore, further complicating things as someone ELSE now has it, meaning they have a B-Line to my tax records.  I have ultimately decided to close the account......oh wait I can't until this December!!

       

      I have worked in I.T. for 20 years and have never seen such gross incompetence regarding being able to do a proper verification process to change our email address on file.  In fact, it's the verification system it's trying to engage to allow us to change email addresses which is actually the part that is broken, thus you, I, and many others are merely caught in an infinite loop; change email address, get signed out, sign back in, nothing changed.  No verification system is ever engaged, no SMS, no nothing is received.

      Ultimately as support was more useless than a Walmart self-checkout worker, I have decided to consult a lawyer.  If I cannot fix this, or even delete my account, and rather need to wait until December while someone else now has that email address, putting MY tax records on the line, I have no choice.  If an Intuit engineer is reading this, your form for changing email is BROKEN, and it is not up to your clients/customers to fix a server side issue, and asking us to run around in circles like a chicken with its head cut off is rather insulting.

       

      See you in court.  In the meantime, if my data is stolen, you are solely responsible for this massive flop in security.  I sincerely hope that I am the only person in this particular situation, and that other users aren't also in a situation where they no longer have the email on file, and someone else does.  (It is common practice for email companies to allow new users to use email addresses that once belonged to someone else, if a user has deleted that alias.  It's exactly like phone number recycling.  But since you won't allow this to be fixed, you effectively not only broke 2-factor, you are allowing a bad actor to have free reign.  Wow.)

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