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BFK
November 19, 2020
Question

QB Online Admin Lock Out

  • November 19, 2020
  • 2 replies
  • 0 views

Any one else familiar with the above QB Online login issue. I am the Master Admin on this account and I have spent 2 days with QB support trying to resolve. They seem to get me back in eventually and then its like something happens overnight on their server and the next day I try to login, I am locked out again. If you have aver experienced, please let me know what they did to resolve permanently. Thanks!

 

Bryant

    2 replies

    AlcaeusF
    AlcaeusF
    November 19, 2020

    Hi there, @BFK.

     

    Thank you for taking the time to post in the Community. Let me share some updates about the issue you're having when logging in to your QuickBooks account.

     

    Our Product Engineers received similar reports from other users experiencing the same behavior when accessing QuickBooks Online. At this moment, we aren't able to give a specific timeframe for the fix.
     
    Rest assured, cases like this are taken with urgency and high regard. I recommend contacting our QuickBooks Online Support Team again so they can add you to our list of affected users. This way, you can receive live email updates about this issue.

     

    Here's how you can contact them:

     

    1. Go to the Help icon at the top.
    2. Click the Contact Us link.
    3. This will open another window where you can enter the issue/topic.
    4. Once done, click on the Let’s talk button to view the support information.
    5. Choose how you want to contact our QBO Care Team: Start messaging or Get a callback.

    If you need tips and related articles in managing your account, you can check out our QuickBooks Community help website. 

     

    Drop me a comment below if there's anything else I can help you. Take care.

    P
    PK2023
    August 8, 2023

    Starting in July 2023. This same issue is happening again. Six phone calls, multiple unsuccessful (and mostly misguided) attempts to correct the problem have failed. The only solution that worked was to change company ownership (we're a S-Corp) to the SAME owner, providing articles of incorporation, and that fixed the problem for 24 hours. The timing by chance worked out so that we could run payroll. But they couldn't guarantee that fix would time the same way next time or that it would work again.

     

    We're unable to do anything, data entry, reconcile, run and report payroll, access sales tax information...

     

    No timeline has been given. The only idea I can think of is to try the 24-hour fix one more time, export information, and switch software companies before I start running into legal problems with government agencies and having to write manual paycheck advances.

     

    So since this was an issue from 3 years ago...how did it resolve? And why is it happening again?

    The last customer service person said this was a global issue, happening in many other countries, not just the US.

    R
    roamingcpa
    August 9, 2023

    I have been trying for days to get access to my online account.  Despite a number of calls and the same 'fixes' they finally give up and go with 'you need to recover your account' So 2 'support' people having me submit my drivers license for account recovery but I still can not access my QBO.  I can't do any client work.  I keep being told that if I submit the recovery request I will be able to reset my password. I received emails that my account recovery request will be approved and [email address removed]  will send me an email to reset my password.  Have never received an email from the above support email address, it's like it's in limbo.  Since all of the process is automated it should be an easy fix.  They have all my info.  

     

    I can't even use my primary account to log in here!

     

    I've used Intuit products since 1996 and their support service has steadily declined.  I I can't find anyone that knows what they are doing.  When a support person uses Glance to get into my computer and then they have to be texting with their 'team' (which to me means someone higher up the food chain) then I know they have no clue how to fix the problem.  

     

    Their customer support is horrible. As a business person I have lost hours and hours of time to try to fix this and I can't even provide service to any of my online clients.  I'm grateful I never signed up for payroll services for any of my payroll clients as I couldn't help them.  

    R
    rvrfrf
    August 9, 2023

    Thanks for getting invoved with this thread, roamingcpa.

     

    If you forgot your user ID or password, but still have access to the phone or email on file, you can still access your account through the sign-in help page.

     

    Here's how:
     

    1. Go to our sign-in help page.
    2. Enter your phone number, email address, or user ID for the account.
    3. If you entered a phone or email, Intuit will send a text or email with a verification code. In the event you entered a user ID, choose which method you'd prefer.
    4. Enter your verification code, or follow the instructions in your message. Intuit may ask you for more information to confirm you're the owner of the account.
    5. When prompted, reset your password, or select Skip.

     

    Once you're back in the account, you can change your email, phone number, and/or password. If you haven't already, Intuit recommends adding a phone number to the account so you can receive verification codes for future sign in attempts.

     

    If you've lost or forgot your user ID and password, and no longer have access to the phone number or email address on file, you'll need to use our account recovery form.

     

    When submitting proof of identity, you'll want to provide a high-quality photo or scan of your driver's license, state ID, passport, or a notarized document. You'll receive an email from Intuit with the next steps within one business day. The day of submission doesn't count in this timeframe.

     

    In the event you've already submitted an account recovery request, but haven't seen any emails from Intuit after a full business day has passed, there's some things you'll want to check/try:
     

    • Check your jump mail or spam folder to see if the email went there.
    • Check all email addresses you may've used to sign up for your account.
    • Try unblocking or adding Do_not_reply@intuit.com as an approved sender.

     

    If you still aren't finding an email about the request you submitted, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment and review the status of your request with you.

     

    I'll be here to help if there's any questions. Have an awesome Wednesday!

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