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PJD007
August 27, 2022
Question

New client email not recognised

  • August 27, 2022
  • 1 reply
  • 0 views

I have opened a new account/subscription for a client.

The client has received an email telling him that the account has been opened.

The client has followed the link in that email and set up a password but when he tries to sign into the account he gets the message that there is no account registered to his email address!

This does not make sense (to me, at least) as he received an email telling him that the account had been opened.

Any ideas?

Many Thanks

 

1 reply

A
AbegailS_
August 27, 2022

Hi, PJD007.

 

I'd like to share a solution.

 

Sometimes, the cache stored in your browser gets corrupted and can cause issues with some features in your account. To rule out any browser-related problems, let's try opening your account in a private browser or incognito. This mode prevents your browsing history from being saved.

 

Here are the keyboard shortcuts:

 

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

 

Once signed in, try to convert your emailed receipts and send it. If it works, go back to your regular browser and clear its cache. Clearing cache fixes certain problems, like loading or formatting issues on sites. Please make sure to close and re-open your browser afterwards.

 

On the other hand, you can try using a different supported browser.

 

I’ve attached this information to learn how to manage subscriptions in the program: Manage billing, payment, and subscription info in QBO. It has steps to view your billing history and a way to update the card on file.


I'd be glad to answer any additional questions concerning the moving process. Just leave a message. I’ll be here. Have a great day!

P
PJD007Author
August 27, 2022

Hi

Thanks for the suggestion.

I have tried logging in on a separate computer – that is three, now.

I entered the email address, and then the password.

I was then asked to confirm my identity (my clients) by QB sending a 6 digit code to either the listed mobile no. or the quoted email address.

I telephoned my client and he received the code which I inputted.

I then received the same message that no account was associated with the email address.

BUT:

If I signed in with the email address, and

The password was accepted, and

The identity check request knew the mobile no. and email address

Doesn’t that mean that QB did associate an account with the email address otherwise it would not have accepted the password, and known about the mobile no.?

I have not cleared the cache (on 3 computers) as I cannot see that that is the problem.

Should I just cancel the account and start again?

There is one other point, the client did open an account, himself, a number of years ago but never used it.

He will have used the same email address – could that, somehow, be causing the problem?

Many thanks if you can help.

Best wishes

J
JamaicaA
August 28, 2022

I appreciate your patience in dealing with this email issue, @PJD007. I'll take it from here and route you to the best support available.

 

Clearing your cache can help refresh the system so you can start with a clean slate. You'll want to consider following my colleague's suggestions above. Once done, use your client's email again to sign in. 

 

Since this requires confidential information about your Intuit account,  I highly recommend contacting our Support Team. They have the tools to pull up your account and take further action to help you and your client access it. 

 

Here’s how:

 

  1. Go to the Help (?) icon.
  2. Select either of these to start: Assistant or Search.
  3. Choose a way to connect with us: Start a chat or Call us.

 

You'll want to take note of our support hours, so we can address your concerns on time. Rest assured that our representatives are willing to help you Monday - Friday, 8:00 AM to 10:00 PM and Saturday - Sunday, 8:00 AM to 6:00 PM.

 

Please know that we truly care in helping our users get this matter resolved. You can always update us, as I want to make sure this is resolved for you. Stay safe.

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