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bibliohound
July 4, 2022
Question

Locked out of quickbooks online

  • July 4, 2022
  • 4 replies
  • 0 views

Hello,

I've been a quickbooks online user for about 5 years. I mostly use the app on my phone which I pay for annually through the apple app store. Most recently I paid $125 in May for a year of service but I am unable to log into the app. When I try to log into the app, I get an error message stating that there is no account associated with my email address. I called Apple to confirm that the payment was received. My email has not changed. I've tried deleting and reinstalling the app but I get the same error message. I was able to log directly into the website two days ago but now I get the same error message stating that there is no account associated with my email. I contacted customer service three times and no one was able to fix this problem. They could see that I had an account but I was told different things like, "sometimes the app acts funny" or "we may be phasing the app out" or "we'll open a case and send you daily updates." I received one update days ago that said they've opened a case but have heard nothing since. I would ask for a refund but I don't want to lose the years of data.  I run a small home business and have lost hours of time and potentially years of accounting information and have not received any explanations as why this is happening or how to fix it. Is anyone else experiencing this problem?

4 replies

MaryLandT
MaryLandT
July 4, 2022

Being able to login and access your QuickBooks Online account is my priority, bibliohound.

 

We've been alerted about this issue and our Engineering Team is currently working to fix the error. If your account was added to the case, you'll receive updates via email once fixed. 

 

If not, I recommend contacting again our Live Support Team so they can add your company to the investigation (INV-73465).

 

There's also an update that some QuickBooks users were able to login into their account via mobile browser. You can delete the history on your preferred browser.

 

Follow the steps to clear the history depending on your selected browser.

 

 

Once done, make sure to restart the browser for changes to take effect. To have the best and most secure experience with QuickBooks Online, use a supported, up-to-date browser.

 

Then, log in again to your account. if isn't successful, let's wait for an update from our Engineering Team via email. If you have time, you can contact our QuickBooks Live Team. They can provide more details about the issue.

 

Don't hesitate to post again if you have other QuickBooks concerns. I'll be right here to answer your questions.

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bibliohoundAuthor
July 12, 2022

I've tried your suggestions but still cannot access my account. When I click on your link to access support, I get prompted to sign in which I can't do because I get an error message saying that there is no quickbooks online account associated with my email address. I have not had any updates from the engineering team. I am extremely frustrated by this. I need to work on my taxes and I cannot access my recorded receipts. Please help!

    MariaSoledadG
    MariaSoledadG
    July 12, 2022

    Making sure that you'll be able to work with QuickBooks especially your taxes is our priority, bibliohound.

     

    As mentioned by my colleague @MaryLandT, there's an ongoing issue about not being able to access your QuickBooks Online (QBO) account on mobile app. And our engineers working to get this resolved as soon as possible. In the meantime, to keep you going with your taxes, you can log into your account using a web browser.

     

    While you're unable to log in to your account, you can use our test drive so you'll be able to contact our support team. You can follow the steps below:

    1. Sign in to your QuickBooks Online company.
    2. Select Help (?).
    3. Select either tab to get started:
      • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
      • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
        • Start a chat with a support expert.
        • Get a callback from the next available expert.

     

    Another option to contact our support without logging into your account is to check out the phone number found in this article. Just go to the bottom part of the Can't get signed in section to locate the number. QuickBooks Online Support. Furthermore, once you've done working with your taxes, learn how to pay them and file forms. To give more detailed steps on how to do it, I've got this article for your reference: Pay and File Payroll Taxes and Forms in Online. Payroll.

     

    Drop a reply below if you any concerns about accessing your account. I'll always be right here to help you.

    D
    David Willey
    October 3, 2022

    Been locked out of my quick books business for over a week now due to subscription issues can't get any help on this issue. My business has been shut down because of this issue.  Talk to 2 people who couldn't fix the issue. 

     

    really troubling issues discouraging 

    M
    MirriamM
    October 3, 2022

    I want to ensure you can access your QuickBooks Online account with no problem, @David Willey.

     

    To ensure we're on the same page, can you provide more details about the subscription issues you encounter? Did you get some error messages? Any extra information is appreciated.

    We are looking forward to hearing from you. Have a great day!

    O
    ocean23hi
    September 22, 2023

    Im needing to update my phone number but quickbooks is got me locked out of some features.

     

    M
    Mark_AG
    September 22, 2023

    Hello, @ocean23hi.

    I'm here to help you regain your account and update your phone number. Let's work together to get this sorted out.

    An account will be locked when there are multiple invalid attempts when logging in. Recovering it is a way to reset and update your credentials.

    Here are the steps to recover your account:
     

    1. Go to our sign-in help page.
    2. Enter your email or user ID.
    3. Click Continue and choose how you want to verify your identity.
    4. Enter the Verification Code you receive from your email.
    5. Click Continue, and you may now be able to reset your password.
       

    You can also refer to this article for more details: Recover your Intuit Account if you can't sign in

    After recovering your account, let's update your phone number. Here's how to do it:

     

    1. Sign in to the Intuit Account Manager.
    2. On the left menu, select the Sign in & Security menu.
    3. Select the Phone section.
    4. Click Change and make your changes.
    5. Select Save.
       

    To complete the process, you will need to verify your updated phone number.

    If you need to update information on sales forms, and other company information, you can check this article: Change your business name, contact info, or EIN in QuickBooks Online

    If you have any additional concerns about your QBO account, please feel free to reply to this post. Your satisfaction is our top priority, and we're always here to assist you in any way possible.

    C
    CB31
    May 4, 2024

    I am a QuickBooks Pro advisor with over 50 clients. I was recently locked out of all of my clients books for 9 days. I was unable to do any work and lost a couple thousand dollars worth of income. Into it policies will not cover all of my lost Revenue or even any of it, even though they are the cause. I'm looking at other options to move my clients to that are free from continual failing servers, lockouts, lags, and disregard for the pro advisors that bring them so much business. Does anyone have a recommendation for a reliable, and affordable software package?

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