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L
lauram02
August 22, 2023
Question

Workforce

  • August 22, 2023
  • 2 replies
  • 0 views

To begin with, I use Quickbooks Desktop Enterprise not the online version.

 

I need to send a Workforce invite to an employee that has changed her email address.  When she tries to sign in, the message is:

  • We can't sign you in.  Your employer has adjusted your access to Workforce. You'll need to reach out to them to regain access.

She doesn't get any kind of message that allows her to reset her account.  As the administrator, I'm not sure how to fix this.  I go to the invite page and it doesn't give me any indication as to what I need to 'fix'.  All of the instructions for resending on this site are based on the online solution and not desktop.  Any suggestions you can provide are greatly appreciated.

 

Thanks,

2 replies

R
rvrfrf
August 22, 2023

Welcome to the Community, lauram02. I appreciate your detailed information.

 

If their Workforce account is already active, you won't need to invite them. In the event your employee still has access to their phone number and/or email address that are linked with the Workforce account, they can recover it by selecting the I forgot my user ID or password option on their Workforce sign in page.

 

 

In the event your employee is able to get back into their account, they can update the email on file.

 

Here's how:
 

  1. Go to the Profile menu.
  2. Click Edit on Personal info or Tax withholding.
  3. They'll need to confirm their identity via text message to the phone number on file.
  4. Make the necessary changes.
  5. Select Save or Confirm.

 

If your employee isn't able to get into their account and continues seeing a "We can't sign you in." message, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.

 

They can be reached while using QuickBooks.

 

Here's how:
 

  1. In your top menu bar, go to Help, then QuickBooks Desktop Help.


     
  2. Click Contact Us.


     
  3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field, then hit Continue.


     
  4. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

 

Be sure to review their support hours so you'll know when agents are available.

 

If there's any questions, I'm just a post away. Have an awesome Tuesday!

L
LDO
December 19, 2023

When are they ever going to get this fixed?

 

C
Carneil_C
December 19, 2023

Hello, @LDO.

 

I’ve seen that you’ve posted twice on the Community page. My colleague already addressed this issue with the error message you’ve encountered and got it sorted out for you.

 

You can visit the link to view her recommendation: https://quickbooks.intuit.com/learn-support/en-us/employees-and-payroll/re-workforce-error/01/1359988/highlight/true#M119845

 

Please don’t hesitate to get back to us if you have any other questions or concerns about Payroll-related tasks. We’re always here to help. Take care always.

L
LDO
December 20, 2023

No your colleague didn't fix this issue.  Sending people to a technician is not fixing the problem.

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